What if I listed the wrong shipping address?
If you accidentally entered the wrong shipping address for your order, you can update by clicking on the “Update Address” link in your order confirmation email. If you haven't received your order confirmation email, it may have gone to your spam folder. Please search for sales@chani.com under “all” and the email should come up.
If the order has already shipped, we unfortunately cannot make any changes, and you will need to follow up with the shipping provider directly. If you need to contact the shipping company, you can find their name and the tracking number for your order in the shipping confirmation email you received from Shopify. You can find your shipping confirmation email by searching for your order number in your email inbox.
What if I listed the wrong billing address?
If the order has already been completed and approved, then there is no need to worry about the billing address listed. We do not include a physical invoice with our orders as all of our billing is done electronically via the email you provided.
Missing items
If something is missing from your order, please email us at sales@chani.com and include your order and tracking numbers.
Lost orders
If the tracking information indicates that your package has been delivered but you have not received it, there are two processes, depending on whether you purchased ShipInsure Package Protection:
You purchased ShipInsure Package Protection with your order
You should have received an email from ShipInsure after your purchase that includes the instructions for filing a claim. For your convenience, here is an overview of the process:
- Locate your ShipInsure ID number sent to you via email after your purchase. (It should start with "SI".)
- You can file your claim on the ShipInsure website.
- Claims must be filed within 14 days from the date the package was marked delivered.
- Shipinsure will refund your original payment method.
- ShipInsure provides coverage for damaged products that are broken and cannot be used, this includes products that are clearly shattered, bent, crushed, or exhibiting similar issues.
- Claims are expected to be resolved within 1 – 2 business days.
- In the case of a lost or stolen package, ShipInsure may ask you to contact the carrier or file a police report.
You can check out the ShipInsure Claims Policies if you have more questions about their process.
You declined ShipInsure Package Protection
Unfortunately, there is nothing we can do on our end. You will need to follow up with the shipper (USPS or UPS) to see if they can assist you.
Digital products
Our digital products (Digital Astro Planner, AstroCal, etc.) are delivered via email. For more information on digital product delivery, check out this article.