"I TRIED TO PLACE AN ORDER, BUT MY PAYMENT DID NOT GO THROUGH. HOWEVER, I CHECKED MY CREDIT CARD STATEMENT AND I SEE A PENDING CHARGE FROM THE STORE. WHAT HAPPENED?"

THIS IS AN ISSUE THAT HAPPENS TO MANY CUSTOMERS. HOWEVER, NO NEED TO WORRY.
IF YOU DID NOT GET AN ORDER CONFIRMATION EMAIL, THAT MEANS YOUR ORDER DID NOT GO THROUGH. THE PENDING CHARGE ON YOUR CREDIT OR DEBIT CARD JUST MEANS THAT OUR SYSTEM ATTEMPTED TO CHARGE YOUR CARD. PLEASE GIVE IT 48 HOURS AND THAT CHARGE WILL BE REVERSED BACK TO YOUR ORIGINAL FORM OF PAYMENT.

"I KEEP GETTING AN ERROR THAT SAYS, “ZIP CODE DOES NOT MATCH BILLING ADDRESS.” WHY IS THAT?"

FOR YOUR ORDER TO GO THROUGH, YOU MUST PROVIDE US WITH THE ZIP-CODE OF WHERE YOU RECEIVE YOUR CREDIT CARD STATEMENTS. IF YOU SUPPLY THE WRONG ZIP-CODE, YOUR ORDER WILL NOT GO THROUGH.

 IF YOU RECEIVED THIS ERROR MESSAGE BUT YOU WERE STILL CHARGED ON YOUR CREDIT CARD, THAT MEANS YOUR ORDER DID NOT GO THROUGH. THE PENDING CHARGE ON YOUR CREDIT OR DEBIT CARD JUST MEANS THAT OUR SYSTEM ATTEMPTED TO CHARGE YOUR CARD BUT WAS UNSUCCESSFUL. PLEASE GIVE IT 48 HOURS AND THAT CHARGE WILL DISAPPEAR AND THE MONEY WILL GO BACK ON YOUR CARD.

WE ACCEPT RETURNS AND EXCHANGES ON ALL ORDERS AS LONG AS THE ITEM IS IN ITS ORIGINAL AND SELLABLE CONDITION WITHIN 10 DAYS OF RECEIVING THE ITEM. WE ONLY ACCEPT ITEMS IN THEIR ORIGINAL, UNWORN/UNWASHED, NEW CONDITION. WASHED, WORN AND/OR ITEMS WITH ANIMAL HAIR ARE NOT ELIGIBLE FOR RETURNS/EXCHANGES. UNFORTUNATELY, WE DO NOT ACCEPT RETURNS ON ANY FORM OF HATS DUE TO HYGIENIC REASONS. RETURNS ON OTHER PRODUCTS ARE ACCEPTED. 

ALL RETURNS CAN BE REFUNDED BACK TO THE ORIGINAL PAYMENT METHOD (WITH A SHIPPING/HANDLING FEE DEDUCTED) OR IN THE FORM OF STORE CREDIT. WE RESERVE THE RIGHT TO ADJUST RETURNS IF ORIGINAL ITEMS ARE NOT
RECEIVED IN NEW CONDITION. WE ARE NOT REASONABILITY FOR ANY RETURNED PACKAGES THAT ARE NOT SUCCESSFULLY RECEIVED BACK TO OUR OFFICE. AT THIS TIME, WE DO
NOT OFFER FREE RETURN SHIPPING FOR INTERNATIONAL ORDERS OR REFUNDS ON CUSTOMS
OR DUTIES.

WE HAVE NO CONTROL OVER CUSTOMS FEES AND THEY VARY FROM COUNTRY TO COUNTRY. CUSTOMERS ARE RESPONSIBLE FOR PAYING ALL CUSTOMS AND RETURN SHIPPING FEES.

PLEASE INCLUDE AN EXCHANGE/RETURN INSTRUCTION MESSAGE INSIDE THE PACKAGE WITH BELOW MENTIONED DETAILS: PLEASE MAKE SURE YOU ADD ORDER NUMBER AND EXCHANGE/REFUND REQUEST INSIDE THE PACKAGE AND PLEASE DO NOT WRITE AND/OR PASTE PACKING SLIP ON THE BAG. IF ITEMS ARE NOT IN STOCK
AT THE TIME WE RECEIVE YOUR ITEM, YOU WILL BE RECEIVING A REFUND FOR IT. FOR
ALL RETURNS AND EXCHANGES, THE CUSTOMER IS RESPONSIBLE FOR PAYING
FOR THE SHIPPING IN ORDER TO SEND THE PRODUCT BACK TO US. ALSO, THE
SHIPPING AMOUNT PAID IS ALSO NOT REFUNDED WHEN AN ITEM IS RETURNED.

"DO INTERNATIONAL ORDERS HAVE TO PAY CUSTOMER FEE'S?

WE AT CREATURE CLOTHING HAVE NO CONTROL OVER CUSTOM FEES AND THEY CAN VARY
WIDELY FROM COUNTRY TO COUNTRY. INDIVIDUAL CUSTOMERS ARE UNFORTUNATELY
RESPONSIBLE FOR PAYING ANY AND ALL CUSTOM FEES. PLEASE NOTE THAT REFUSAL
OF THE PACKAGE AND/OR RETURN TO SENDER PACKAGE, THE SHIPPING COST WILL NOT BE
REFUNDED AS IT WAS USED TO SHIP THE ORDER.

"HOW QUICKLY DO YOU PROCESS AND SHIP YOUR ORDERS?"

WE TAKE PRIDE IN OUR SHIPPING SPEED. PLEASE NOTE THAT SHIPPING TIMES MAY VARY DEPENDING ON YOUR LOCATION, BUT REST ASSURED, WE STRIVE TO DELIVER YOUR ORDER AS SWIFTLY AS POSSIBLE. FOR ADDED CONVENIENCE, WE ALSO PROVIDE ORDER
TRACKING, ALLOWING YOU TO MONITOR YOUR PACKAGE'S PROGRESS IN REAL-TIME. AT CREATURE, WE WANT YOU TO ENJOY YOUR SHOPPING EXPERIENCE FROM START TO FINISH, AND OUR EFFICIENT SHIPPING PROCESS IS JUST ONE OF THE WAYS WE DEMONSTRATE OUR COMMITMENT TO YOUR SATISFACTION.

ORDERS ARE SUBJECT TO VERIFICATION AND APPROVAL BEFORE SHIPPING. IF
INACCURATE OR INCOMPLETE INFORMATION WAS PROVIDED, THIS MAY CAUSE A DELAY IN PROCESSING AND SHIPPING YOUR ORDER.

IF ITEMS ARE OUT OF STOCK. THIS MAY CAUSE A DELAY IN PROCESSING AND SHIPPING
YOUR ORDER. REST ASSURED THAT YOU WILL BE NOTIFIED VIA EMAIL OR PHONE ABOUT ANY CHANGES ASSOCIATED TO YOUR ORDER.

"HOW CAN I TRACK MY ORDER?"

ONCE AN ORDER IS PLACED, AN EMAIL WILL BE SENT TO EACH CUSTOMER WITH THE
TRACKING NUMBER AND INSTRUCTIONS ON HOW TO TRACK THE ORDER AFTER YOUR ORDER HAS
BEEN SHIPPED.

PLEASE GIVE THE TRACKING NUMBER 24-48 HOURS TO UPDATE. 

"HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?"

AFTER YOUR ORDER HAS BEEN SHIPPED, ARRIVAL TIMES ON ALL ORDERS DEPEND ON WHAT SHIPPING METHOD WAS CHOSEN. PLEASE NOTE THAT WE HAVE NO CONTROL/RESPONSIBILITY FOR HOW FAST/ROUTE THE PACKAGE IS DELIVERED AFTER THEY LEAVE OUR WAREHOUSE AND IS IN THE CARRIERS' POSSESSION FOR DELIVERY.

"MY TRACKING SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY PACKAGE?"

CREATURE CLOTHING IS NOT RESPONSIBLE FOR STOLEN OR LOST PACKAGES,
PACKAGES SENT TO THE WRONG ADDRESS, OR FOR REFUNDING OR REPLACING PACKAGES IN ANY OF THESE CASES. IN THE EVENT THAT A PACKAGE IS LOST OR DAMAGED DURING SHIPMENT, THE CUSTOMER IS RESPONSIBLE FOR FILING ALL CLAIMS WITH THE
MAIL CARRIER SERVICE. CREATURE CLOTHING IS NOT RESPONSIBLE FOR ANY PACKAGE(S) ONCE IT HAS LEFT OUR WAREHOUSE AND IS IN THE HANDS OF THE MAIL CARRIER.

"HOW DO I CONTACT YOU?"

IF YOU HAVE ANY QUESTIONS ABOUT YOUR ORDER, PLEASE USE OUR CHAT BOX, OR FEEL
FREE TO EMAIL US AT: CREATURECLOTHINGHELP@GMAIL.COM.

"WHAT ARE YOUR CUSTOMER SUPPORT HOURS?"

WE ARE OPEN MON-FRI 9AM - 9PM PST.

"WHAT IF I HAVE AN ISSUE WITH MY ORDER?"

PLEASE NOTE THAT IF THERE IS AN ISSUE WITH THE ORDER, A NOTIFIED REQUEST
REGARDING THE ISSUE MUST BE SUBMITTED WITHIN
10 DAYS OF RECEIVING THE ORDER TO CREATURECLOTHINGHELP@GMAIL.COM.
PROVIDE PHOTOS WHEN POSSIBLE.

"IS YOUR ORDERING SYSTEM SECURE?"

YES, WE HAVE A VERY SECURE ORDERING SYSTEM. ALL CUSTOMER INFORMATION IS
SAFE, SECURE, AND ENCRYPTED. CUSTOMER INFORMATION WILL ONLY BE USED FOR ORDERS
PROCESSING.

"WHAT PAYMENT METHODS CAN I USE?"

WE ACCEPT ALL MAJOR CREDIT CARDS, APPLE PAY,
GOOGLE PAY, META PAY, VENMO, AND PAYPAL.

"HOW OFTEN DO YOU RESTOCK?"

WE RESTOCK OUR CLOTHING ITEMS DEPENDING ON THE INDIVIDUAL ITEMS. THIS MAY
VARY. PLEASE FOLLOW US ON OUR SOCIAL MEDIAS FOR MORE UPDATES.

"DO YOU HAVE A SIZING CHART?"

DIFFERENT PRODUCTS HAVE DIFFERENT SIZING IN REGARD TO THE FITTING
REQUIREMENT. ALL OF OUR PRODUCTS CONTAIN A SIZING CHART IN THE PRODUCT
DESCRIPTION.