FAQ

Is it safe to use my credit card on your site?

Shopping at ChilltownLive.com is safe. Every credit card purchase you make at Chilltown Live is verified and protected through a secure process.
What is the status of my order?

To view the status of your order click on the "My Account" link found at the top of the page. You will be able to view your order history and get detailed information on the progress of your order. Please allow 1-2 business days to process your order. Once your order is shipped you will receive an email with your tracking information. Should there be a delay in the processing of your order you will receive an email with an explanation and any steps needed on your behalf to complete the order. Be sure to check your “junk mail" box in the event your ISP flagged the email as spam. To insure you receive our emails add us to your safe sender list.
Why am I not getting my order and shipping confirmation emails?

Yes! Users can add video from YouTube or Vimeo with ease: There are a number of reasons why you may not be getting these emails. One way to assure you receive these emails is to add info@Chilltownlive.com to your address book. By doing this you are telling your Internet Service Provider our emails are not spam and they will not go in your junk folder or be bounced by your ISP.
What forms of payment do you accept?

We currently accept all major credit cards; Visa, MasterCard, Discover, American Express, Diners Club, JCB, PayPal, Apple Pay and Android Pay for all orders.
My payment will not go through. I receive an Error Code 66, what does this mean?"

If you are experiencing check out errors there could be a few reasons why. First ensure you are choosing the correct billing address for the credit card being used. I would also always suggest you check out with Mozilla Firefox. If you have your browser open for a long period of time try selecting CTRL F5 to refresh your page. If and error still persist contact contact your credit card or debit card Financial Institution.
What do you charge for shipping an order?

Our shipping charge or service may vary depending on the weight of your package. The shipping cost will be calculated before you complete your order. Shipments to PO boxes or military addresses are shipped via USPS only. Expedited shipping is available for item shipped from our warehouse. Orders must be placed before 2pm EST in order to be shipped out same day *Exclusions May Apply (If you place order at 3pm EST Monday with Next Day it will not arrive to you until Wednesday).
What shipping carrier do you use?

To pass on the shipping cost savings, we have partnered with UPS Mail Innovations for all shipments bound for a US destination. UPS Mail Innovations works with the U.S. Postal Service, providing the pick-up, processing, and interim transportation of mail, with final delivery being made by domestic and international postal services. We also use the following courier services: UPS Ground and Ground. *For our friends in US Territories and our Service Men and Women overseas, we offer USPS only as a low-cost option with flat-rate pricing.
Do I need to provide further documentation after my order?

Each order is subject to be reviewed by our Verification Department and further information may be requested by Chilltownlive for fraud protection purposes.
I paid through PayPal, what shipping address will my order go to?"

The shipping address comes from your PayPal account and can’t be changed when placing the order. Please log onto PayPal before placing the order and change the shipping address desired.
Why was my order cancelled?

1. You may have made a duplicate order. When this happens we cancel one of the orders to make sure that you were not charged twice. 2. You may have failed to respond, in a timely fashion, to an important email. Often these emails relate to verifying your information, or completing payment. *If you have any questions about your canceled order, please contact us with your name and invoice ID info@chilltownlive.com
Do you take phone orders?

No. All orders are placed online through our website.
Can I cancel my order?

Unfortunately, we are unable to cancel your order once it has been shipped and obtains a tracking number. If you do not wish to keep this package you may refuse it upon delivery to be returned to our company for a full refund.
Can I change my address on my order?

We do apologize unfortunately we are unable to alter billing or shipping information once your order has been placed for security purposes.
Do I have to pay shipping for my return items?

Yes, you are responsible for getting your return item(s) back to the warehouse. We recommend that you obtain a tracking number when returning your package. If packages are not checked in at the warehouse and you do not have tracking the return may not be processed.
When I request an exchange, will the replacement item be held for me?"

Unfortunately we cannot 100% guarantee that our warehouse will be able to successfully hold your item so we suggest that you ship your item back as soon as possible for your exchange to be processed.
How long will it take for my return to be processed?

Once we have received your return at our warehouse, it should take between 2-7 business days to complete. You will receive email confirmation once the return is completed.
I received a Defective/Damaged item, what do I do?"

I received a Defective/Damaged item, what do I do? We take pictures of all products shipped to assure that you don’t receive a defective product. Images will be compared to your defective product to assure you did not receive a quality product. Please email us at info@chilltownlive.com with your order number and photos of the Defect/Damage for review by our quality assurance department.
Can you please mark my purchase as "gift" to avoid custom duties taxes?"

Unfortunately due to Customs regulations, we are unable to mark the merchandise as a "gift". Please be advised, Chilltowlive is not responsible for customs/duties. All applicable custom fees, taxes and duties are the sole responsibility of the customer. Custom authorities require that we state the value of your order directly on your package this price is calculated by the retail cost. It is at the sole discretion of custom agents to release your package. Note, in rare occasions custom agents may delay delivery of some packages. For more information on customs and duties charges, please contact your local customs office.
Do you ship to addresses outside the United States?

Yes we do offer International Shipping. In order to avoid any delay, we recommend our international customers use PayPal.
What are the requirements for using a discount code?

You can only use ONE coupon code per transaction. Promotional codes do not apply to all items or sometimes do not apply to a given Collection. Please see each promotion for details.
Do you have a catalog?

Our entire product is online; we do not have a physical catalog. To ensure customer service, we are constantly updating our website to provide you with all the latest updates on our inventory.
Do you charge sales tax on any item(s)?

Sales tax will be added to orders being sent to California, Connecticut, Colorado, Georgia, Indiana, Louisiana, Kentucky, Michigan, Maryland, Oklahoma, Ohio, Virginia, Nevada, Texas, Arizona, North Carolina, Washington, Wisconsin, Utah, Iowa, Idaho and Illinois. or where ever applicable.
May I cancel my order and receive store credit instead of a refund?

No, we do not issue store credit for canceled orders. All refunds are refunded back to original payment method used. Credit/Debit cards will take 3-4 business days depending on your financial institution. PayPal refunds will take 24-48 business hours to see funds back to your PayPal account.