FREQUENTLY ASKED QUESTIONS (FAQS)
Welcome to the Chiyu Healing Knowledge Base. We understand that finding balance means having clarity and peace of mind when you shop. Below, we have compiled detailed answers to the most common questions our community asks. If you cannot find the answer you are looking for, our support team is always here to guide you.
PART 1: ABOUT CHIYU HEALING & OUR PRODUCTS
1. What is the meaning behind “Chiyu Healing”?
The word “Chiyu” (治癒) represents healing, recovery, and the restoration of harmony. Our brand was created with the mission to help you “Style Your Soul, Feel the Balance.” We design mindful apparel, accessories, and home décor that serve as gentle daily reminders to breathe, stay grounded, and embrace your personal journey.
2. How does your Print-On-Demand (POD) process work?
To protect our environment and avoid the waste associated with mass-produced fast fashion, we operate strictly on a Print-On-Demand model. This means that when you place an order, the item does not yet exist. We print, cut, and craft your specific design onto the product only after your purchase is confirmed. It is made exclusively for you.
3. How should I care for my printed apparel?
To maintain the vibrant colors and ensure the longevity of your Chiyu Healing garments, we recommend washing them inside out with cold water on a gentle cycle. Tumble dry on low heat or hang dry naturally. Do not iron directly over the printed design, and avoid using harsh bleach or fabric softeners.
PART 2: ORDERS & MODIFICATIONS
4. I made a mistake! Can I change my size, address, or cancel my order?
Yes, but time is of the essence. Because our automated system routes your order to our printing facilities very quickly, you have a strict 12-hour window from the moment of purchase to request any modifications or cancellations.
Please email us immediately at [email protected] with your Order Number. Once the 12 hours have passed, the item goes into physical production and we can no longer alter or refund the order.
5. Will I receive an order confirmation?
Absolutely. As soon as your payment is successfully processed, an automated confirmation email will be sent to the address you provided at checkout. If you do not see it within 10 minutes, please check your Spam or Promotions folder. If it is still missing, contact us to ensure there wasn’t a typo in your email address.
PART 3: SHIPPING & DELIVERY
6. How long does it take to make and ship my items?
Because your items are crafted to order, please anticipate the following timeline:
- Production Time: 2 to 5 business days for standard apparel and accessories (up to 10 days for complex items like footwear).
- Shipping Time: 7 to 15 business days within the USA, and 10 to 25 business days for international orders depending on customs.
7. How can I track my package?
Once your beautifully crafted item leaves our facility, we will send you a Shipping Confirmation email containing your tracking link. Please note that it may take 2 to 5 business days for the carrier’s digital tracking system to update with the initial scan.
8. Why did I receive my order in multiple packages?
We partner with several specialized printing facilities to ensure the highest quality for different types of products. If you ordered a hoodie and a canvas print, they might be manufactured in two different locations. They will ship separately, but you will never be charged extra for shipping.
PART 4: RETURNS, EXCHANGES & REFUNDS
9. The shirt I ordered doesn’t fit. Can I exchange it for a different size?
Because we use a Print-On-Demand model, every item is customized just for you. We do not hold inventory to swap items out. Therefore, we cannot process returns or exchanges if you accidentally ordered the wrong size or color. We strongly encourage you to review the detailed size charts provided on every product page before checking out.
10. What if my item arrives damaged, defective, or misprinted?
Your satisfaction is deeply important to us. If your item arrives with a manufacturing defect, a poor-quality print, or was damaged in transit, we will take full responsibility. Please email us within 30 days of delivery with clear photos of the issue and your Order ID. We will promptly arrange for a free replacement or a full refund, no questions asked.
11. My package is marked as “Delivered,” but I can’t find it. What do I do?
First, take a deep breath. Sometimes carriers mark packages as delivered a day early, or leave them with a neighbor or building manager. Please check your surroundings and consult your local post office. If the package was stolen from your property after the carrier confirmed delivery, Chiyu Healing cannot be held liable for the loss.