Shipping policy

Welcome to Chroma! We're dedicated to ensuring that your order reaches you promptly and efficiently. Here's all you need to know about our shipping process:

1. Processing Time:

Once you've placed your order, please allow us 1 to 3 business days to process it. During high demand periods, processing may take slightly longer.

2. Shipping Destinations:

We proudly offer worldwide shipping! Wherever you are, we'll get your Chroma products to you.

3. Shipping Methods:

We use trusted carriers to deliver your order safely. You can choose your preferred shipping method during checkout.

4. Estimated Delivery Timeframes:

While we make every effort to ensure timely delivery, please note that actual delivery times may vary based on your location, chosen shipping method, and unforeseen circumstances (such as customs delays or extreme weather conditions). Generally, you can expect:

• • United States: 3-7 business days
  • International: 7-21 business days

5. Order Tracking:

For your convenience, we provide order tracking information. Once your order is dispatched, you'll receive a tracking number, allowing you to monitor its journey to your doorstep.

6. Shipping Costs:

Shipping costs are calculated based on your location, the weight, and dimensions of your order. You can review the shipping fees during the checkout process.

7. Customs and Duties:

International orders ship DDP (Duties & Taxes Prepaid) from our US warehouse - meaning all import fees are included at checkout, with no surprise costs on delivery.

8. Address Accuracy:

To ensure accurate and timely delivery, please double-check that your shipping address is complete and correct before finalizing your order. We're unable to re-route packages once they've been shipped.

9. Contact Us:

Should you have any questions or need further assistance regarding our shipping policy, please don't hesitate to reach out. Contact us at hello@getchroma.co and we'll be happy to help.

Thank you for choosing Chroma. We're excited to bring our innovative products to your doorstep, wherever you are in the world!

Chroma Shipping Protection Policy

Effective Date: May 14th 2025

Chroma offers optional Shipping Protection at checkout to provide customers with added assurance against lost, damaged, or stolen packages. By opting in and paying the associated fee, you agree to the terms and conditions outlined in this policy.

1. Overview

Shipping Protection is an optional service provided directly by Chroma. The fee collected at checkout is not an insurance premium, but a contribution to our internal recovery fund, which we use to assist all customers who added Shipping Protection to their orders in the rare case of delivery complications. This service allows us to swiftly replace or refund affected orders without the delays of external claims processes.

2. Coverage Details

Shipping Protection covers the following situations:

Lost Packages
Packages that have not moved within the carrier's system for 7 consecutive business days (domestic) or 14 consecutive business days (international) after shipment may be considered lost.

Important exception: If a package is being held at a postal warehouse located in a region not currently affected by natural disasters, civil unrest, postal strike, or similar events — but its final destination is impacted — and standard postal protocols for package security remain active, the package will not be considered lost under this policy.

Stolen Packages
Packages marked as delivered but not received, provided the delivery location is secure and there is reasonable evidence to suggest loss or misdelivery.

Damaged Items
Items that arrive visibly broken, malfunctioning, or otherwise compromised due to shipping-related damage.

3. Exclusions

Shipping Protection does not cover:

• Orders where Shipping Protection was not purchased.
  
• Packages marked "return to sender" due to incorrect or incomplete address entry
• Delays due to customs processing or carrier backlog
• Normal wear and tear of product packaging
• Claims submitted more than 15 days after the last tracking update or delivery scan
• Packages sent to freight forwarding addresses
  (PO Boxes are acceptable delivery locations within the USA)
  
  However, even if you do not opt into Shipping Protection, we are still committed to customer satisfaction and will work within reason to help you find a fair resolution. 
  

4. Claim Process

To file a claim, please contact us at hello@getchroma.co with the following details:

• Your order number
• A description of the issue
• Photo evidence (if damage occurred)
• For stolen packages: Any supporting context regarding secure delivery location or known delivery issues

Claims will be reviewed within 3 to 5 business days. If approved, Chroma will either reship the item(s) or issue a refund based on the customer's preference or the most reasonable solution given the circumstances that unfolded.

5. Cost

Shipping Protection is calculated based on the value of your order and typically ranges from 1 to 2 percent of the total cart value:

The fee is clearly shown during checkout and added to your cart total only if you opt in.

6. Legal Notice

Shipping Protection is not a form of insurance and is not regulated as such. It is a goodwill-based service offered solely by Chroma to enhance the customer experience and provide added attention, peace of mind, and post-purchase support.

Participation is entirely voluntary.