Customer Service

If you have any questions about our products or orders, please check below FAQ. Our support team is here to help you. You can reach us by email and phone. We are also available on social media so feel free to ask us anything!

CREEND

MARKETPLACE

CREEND - The help pages provide a brief overview of what our tools can do and how to use them.

We have compiled a list of FAQs that cover the most common questions people have when they are first getting started with our tools.

SHOPPING INFORMATION

My package says delivered, but I didn’t receive it.

Sometimes USPS tracking information can be incorrect, which is why Packages might get marked as delivered before they actually arrive - oops! Your package will most likely arrive within a few days, but it's great to check with your neighbors or post office.

If something strange happens with your order, such as it taking too long or the shipment is lost, please contact our customer service team at Contact Page with a direct message within 14 days of the last tracking update. That is so we can help you! 🙂

Why can't I buy the some products on your site?
Due to a high percentage of orders being lost, As of October 1st 2020 we have decided we can no longer ship orders few Asian countries. This depends on few categories, contact support before placing orders.
Do you combine orders?

Orders are subject to being automatically combined by our system if placed on the same day and shipping to the same address.

Please note that orders cannot be combined manually by our team, and shipping fees for orders that may be combined by our system are non-refundable.

Why is my order unfulfilled?

No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!

 
 
My international tracking is not updating.
We're so sorry for the delay with your package! Although tracking does not indicate this, we can assure you that your package is still in transit to you. Please note that international orders typically take 10 to 21 full business days to be delivered. Business days do not include weekends, or holidays.
When will my order ship?
Our products usually – key word usually – ship within 3-5 BUSINESS days (business days do NOT include weekends or holidays)! However, if we have some crazy promotion or a new launch, orders may take a bit longer to process, so be patient my friend!! Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.
Can my parcel be redirected to a different address?
Once your order ships, we are unable to make any changes to the shipping address. You should still be able to update your address on the USPS website, though! If your package returns to us due to an incorrect address, it will be cancelled and refunded. We will notify you if this happens!
Will my package be charged delivery/customs fees?

All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import of your order based off product value.

For all other international orders:

These fees are not included in your Creend order and/or shipping total. Creend assumes no responsibility for duties incurred on discounted, promotional or give away items. All fees must be paid by the parcel recipient. By placing an order, you authorize Creend to import your product on your behalf and agree to Creend delegating the import of your products to a third party.

Delivery and Returns Delays

We do our very best to process and ship your order as quickly as possible, however once your order is transferred to USPS, it may encounter delays during its journey to you. The same is true for orders determined to be undeliverable by USPS and returned to our HQ.

Please note, Creend is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays. Our team can only view the same information that you can via your order’s tracking number.

Please allow our full shipping times to pass before reaching out to our Customer Care team!

  • For domestic orders, shipping may take up to 5 business days.
  • For international orders, shipping may take up to 21 business days.

If your order is traveling beyond these time frames, please email our Customer Care team by clicking HERE with your order number and tracking information so that we may assist you further!

For returned orders, please note that we will issue a full refund for your order once it is received at our HQ and confirmed to be undeliverable. We are unable to process a refund for a returned order until we physically receive the package. We apologize for any inconvenience!

PAYMENT, PROMOS & GIFT VOUCHERS

How can I pay for my order?
We accept all major credit cards, as well as PayPal, Apple Pay
Why Isn’t My Promo Code Working?

We recommend copying and pasting your exact code into the coupon box to apply your discount. Keep in mind that promo codes cannot be combined, nor can they be applied towards shipping. Exclusions include but are not limited to: newly launched items or Promo products.

Can I combine coupon codes on my order?

Unfortunately, coupon codes cannot be combined, nor can multiple codes be applied to a single order. Coupon codes cannot be combined with any other offers that may be live on our site at the time that your order is placed. 

Always make sure to review your order summary prior to completing checkout to make sure you are snagging the best deal for your goodies! 

Do you offer a rewards/loyalty program?

Unfortunately, we do not have a rewards or loyalty program at this time. Thank you for your interest!

How can I view my order status without an account?
Unfortunately, you must be logged into an account when placing your order to be able to view the status of your order. Not to worry, though! All order updates, including confirmation and shipping emails, will be sent to the email address used to place to the order. 🙂
Do I have to create a Creend account to shop?

An account is not required in order to shop from our site! But we do recommend that you create an account, as it makes it easy to check on the status of an order and gives you access to your full order history. 🙂 You can also save your shipping information for a quicker checkout experience!

Can I get a refund if the price has changed?
Unfortunately, we are unable to honor any promotions for orders placed outside of the promotional time frame as this would be unfair to the rest of our customers. We’re so sorry for any inconvenience, and appreciate your understanding!
Will I be charged International Bank Fees?
When placing an order, the final total you see during checkout is in USD. Once your bank pulls the funds, they will account for the current exchange rate. Your bank may or may not charge additional fees for international transactions. Please reach out to your bank for more information on any additional charges/fees!
Do you offer samples of your products?

Due to the low cost nature of our products we do not currently send samples.

But for Bulk Orders you can contact our Support team.

Thank you for your interest!

It looks like you charged me twice for my order.
If your credit card was declined when you first tried to place your order, you’ll see a pending transaction in your account. Don’t fret! We do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days.

ORDER ISSUES

Can I change the shipping address for my order?

We will be happy to change the shipping address for you order! Please email our Customer Care team by clicking HERE with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process. Unfortunately we are also unable to change your shipping address from a domestic US address to an International address, or from an International address to a domestic US address. Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.

 
 
Why can't I buy the some products on your site?
Due to a high percentage of orders being lost, As of October 1st 2020 we have decided we can no longer ship orders few Asian countries. This depends on few categories, contact support before placing orders.
Can I change the billing address for my order?
Oops! Unfortunately, we are unable to edit the billing address once an order has been placed. Not to worry! It appears that you were able to successfully place your order. As long as your shipping address is correct, you will be able to receive your order!
Can I change the email address to my order?

Yes! Please email our Customer Care team by clicking HERE with your order number, original email address, and the updated email address so that we may make the changes for you. Once your email address has been updated, we can resend your order confirmation and/or shipping confirmation emails to the updated address. 🙂

 
 
Can I modify my order after I’ve placed it?
No, unfortunately we cannot modify orders once they have been placed. All sales are final. So sorry for any inconvenience!
Can I cancel my order after I’ve placed it?
Unfortunately, no. Once an order is placed, you are unable to cancel or modify the order. All sales are final. So sorry for any inconvenience!
I received a package, but it wasn’t my order.
We’re so sorry for the mix up with your order! Please email our Customer Care team by clicking  HERE with your order number and pictures of the following: the stamped initial/number on the outside of your envelope or box, the order packing slip with with the stamped initial visible, and a picture of the products you did receive. Please note that all order issues must be reported within 14 days of delivery. We’ll get YOUR order sent out asap!
I am missing item(s) in my order.

Oh no! Please email our Customer Care team by clicking  HERE within 14 days of delivery with your order number. Please make sure to include a photo of the items you did receive and a picture of your packing slip with the stamped initial visible. We will get back to you asap!

**Discontinued items will be issued store credit for the amount paid.

RETURNS & REFUNDS

Return Policy

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of Products (Custom Prnted) are exempt from being returned.

Read More 

Can I return my gift for a different item?

Unfortunately, we have a no return, refund, or exchange policy on Gift Items. We apologize for any inconvenience this may cause!

What happens if my package is returned after it is shipped?

If you return your order to us:

Unfortunately, Custom Made products, our return policy does not offer returns! All sales are final. If you choose to return your order to us, the order will be refused at our HQ once it is determined to be an unauthorized return.

If your package was returned to us by USPS:

Unfortunately, we are unable to reship a package that is determined to be undeliverable by USPS. We are also unable to provide more detailed information as to why your order was returned by USPS.

You can use your tracking number to estimate when your package will return to us. We will issue a refund once we physically receive your order back at our HQ and confirm that your package was undeliverable. If you would like to purchase the same items, you will need to place another order. We apologize for any inconvenience this may cause!

WHY CREEND

We are a global company with a strong focus on quality and customer service. Our team of experts ensures that you get the best products and services at the best price.

We are proud to offer secure payment options so you can pay for your order in any way that suits you best.

Order from us today and enjoy our worldwide delivery service!

We offer the best quality products at the lowest prices. Our customer service team is available 24/7 and will help you with any questions you may have.

With our secure payment system, you can be assured that your payment information is safe and sound. We also accept returns within 30 days of purchase if it doesn't fit or meet your expectations.

secure-payment

SECURE PAYMENTS

We offer a secure payment gateway that enables you to pay for your products and services without having to worry about security.

Worldwide delivery

WORLDWIDE DELIVERY

We deliver wordwide, providing our local production in more than 30 countries.

satisfaction

QUALITY PRODUCTS

Quality is the most important factor for Creend products. It is not just about the design, but also about how it makes you feel.

Easy returns

EASY RETURNS

You can return any purchase within 30 days of purchase. No questions asked!

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