Shipping
Creatour Shipping Policy
Last Updated Date:
At Creatour, we work to make the path from your design to your doorstep as clear as possible. This Shipping Policy (this "Policy") explains where we ship, how shipping is charged, how long production and delivery usually take, and what to do if an address needs to change or a package is delayed.
1. Where We Ship
We ship worldwide. If a destination is temporarily unavailable because of courier restrictions, customs rules, or other limits outside our control, you will be notified at checkout before you complete payment.
You are responsible for providing a complete and accurate shipping address, phone number, and contact details. Please review our Terms of Use for how we handle physical product orders.
2. Shipping Costs
Shipping costs are calculated at checkout based on your destination and the options available for that order. The amount shown at checkout is the amount you will be charged, unless a later change is required by law or confirmed by us in writing.
- Active subscribers receive free standard shipping on eligible product orders while the subscription is in effect.
- If you are not subscribed, standard insured shipping is added at checkout.
- Faster shipping, when offered, is priced at checkout and depends on the carrier and destination.
Canceling a subscription does not refund shipping already charged on a placed order. Digital credits and subscriptions themselves are delivered to your account and do not require physical shipping.
3. Production and Delivery Times
Each custom piece is handcrafted to order. Shop pieces that have not been edited may still be made or finished to order. The times below are estimates, not guarantees. You will see an estimated delivery date at checkout.
| Step | Time Frame |
|---|---|
| Production (custom and made-to-order items) | Approximately 2 weeks |
| Insured transit | 3–7 business days after the order ships |
| Total delivery time | Production time plus transit time, excluding weekends, local holidays, and customs delays |
If a faster shipping method is offered and selected, it applies only to transit after the piece is finished. It does not shorten production time for custom jewelry or other made-to-order items.
4. Address Changes and Incorrect Information
If you entered an incorrect shipping address or contact details, please contact us at support@creatour.ai within 24 hours of placing the order, and before production has started.
Once an order is in production or has shipped, we may not be able to change the address. Creatour is not responsible for delays, failed delivery, or lost packages caused by an incorrect, incomplete, or inaccessible address you provided.
5. Tracking Your Order
After your order ships, we will send a confirmation email with tracking details. You can follow the package through the tracking link or number we provide.
Please allow up to 2 business days after the shipping notification for tracking information to appear in the carrier system.
6. Lost, Delayed, or Damaged Packages
If tracking shows a delay, a carrier loss, or delivery to the wrong place, or if the package arrives damaged, contact us at support@creatour.ai within 7 days of the delivery date or the carrier loss notice.
For a product that is lost or damaged in transit, we will send a replacement or remake it at no cost when the request is eligible under this Policy and our Refund & Exchange policy.
Title and risk of loss for physical products pass to you when the order is delivered to the carrier, except where mandatory law requires otherwise.
7. Gifts, Duties, and Other Notes
- If you mark an order as a gift at checkout, we may add a handwritten card and gift packaging at no extra cost and hide pricing from the recipient. Gift treatment does not change production time, shipping charges, or this Policy.
- Shipping costs and delivery dates are estimates and may vary by location, carrier capacity, and customs processing.
- Import duties, taxes, or customs fees, if they apply in your country, are the responsibility of the recipient unless required otherwise by law.
- Ring size, chain length, and other measurements you provide are used before shipping. An incorrect fit caused by information you supplied is not a shipping defect. See our Refund & Exchange policy for what is eligible.
8. Contact Us
If you have questions about shipping, tracking, or the best option for your destination, please reach out at support@creatour.ai. We will review the issue as soon as possible after verifying your order.