Shipping policy

Questions: hello@charmboxco.com

Where we ship

We ship within the United States via USPS, UPS, and FedEx. International orders are not currently accepted.

Order processing time

• In-stock items: Ship the same business day when ordered Monday–Friday before 12:00 PM EST. Orders placed after the cutoff, on weekends, or on US federal holidays ship the next business day.
• Custom / made-to-order items: Processing time is listed on each product page. Please check the item description for the specific timeline before ordering.

Processing time is the time we need to prepare and pack your order. It's separate from the shipping transit time you select at checkout.

Shipping methods and transit times

The shipping speed you select at checkout (Standard, 2-Day, Overnight) is the transit time after your order finishes processing. Expedited shipping gets your package to you faster once it ships, but it doesn't change processing time for custom or made-to-order items. If you need something by a specific date, email us at hello@charmboxco.com before ordering and we'll do our best to help.

Combined shipping

If your order contains both in-stock and made-to-order items, everything ships together once all items are ready. If you'd like the in-stock items right away, please place them as a separate order.

Order changes and cancellations

• You may request a change or cancellation within 1 hour of placing your order by emailing hello@charmboxco.com with your order number.
• After that 1-hour window, the order has entered fulfillment and cannot be changed or cancelled.

Address accuracy

You are responsible for entering a complete and correct shipping address.

• If a package is returned to us due to an incorrect, incomplete, or undeliverable address, you may choose between (a) reshipment after paying actual reshipping costs, or (b) a refund of the item total minus a 15% restocking fee. Original shipping charges are non-refundable.
• We cannot reroute a package once it has shipped.

Refused packages and “return to sender”

Packages that are refused at delivery or returned to us as undeliverable are treated the same as the address-accuracy case above (reshipment at your cost, or refund minus a 15% restocking fee and original shipping).

Carrier delays

Once a package has been picked up by USPS, UPS, or FedEx, transit time is in the carrier’s hands. We do not refund or credit for delays caused by weather, carrier backlogs, customs holds, or other circumstances outside our control.

Tracking marked “Delivered” but not received

If your tracking shows “Delivered” but the package has not arrived:

1. Wait 24 hours from the delivery scan. Most packages marked delivered prematurely arrive within the next day.
2. Check with neighbors, building management, and your local post office or carrier hub.
3. If still not located, contact us at hello@charmboxco.com within 7 days of the delivery scan.

We will share tracking details, ship date, and last known location to support your search. Claims received after 7 days cannot be processed.

Lost or stolen packages

Once a package leaves our facility and is in the carrier’s possession, risk of loss or theft transfers to you, the customer.

• We strongly recommend purchasing Route shipping protection at checkout. Route handles claims for lost, stolen, or damaged packages and is the fastest path to replacement or refund.
• If you decline Route protection, CharmBox is not liable for reshipment or refund of packages reported lost or stolen after carrier handoff.
• We do not file carrier claims on a customer’s behalf.

Damaged on arrival

If your package arrives visibly damaged or the contents are broken in transit, email hello@charmboxco.com within 48 hours of delivery and include:

• Your order number
• A clear photo of the outer packaging
• A clear photo of the damaged item(s)
• The original mailer or box (please retain it for at least 14 days)

We will issue a replacement, store credit, or refund at our discretion based on the evidence provided.