Lily Ceramic Mug

Shipping Policy

We currently ship orders to the United States through different fulfillment locations depending on the product.

Shipping Times

• U.S. Local Fulfillment / POD Products: 4–9 business days
• Products Shipped from China: 7–20 business days
• Custom Oil Paintings Shipped from China: 15–30 business days

Delivery times are estimates and may be affected by weekends, holidays, carrier delays, or other circumstances outside our control.

Shipping Fees

Standard shipping is $20 per order.

Free shipping on orders over $79.

Shipping charges and available options will be displayed at checkout.

Multiple Items

Products may be fulfilled from different locations. If your order contains multiple items, they may arrive in separate packages and at different times.

Tracking

Tracking information will be provided after your order has shipped. Please allow up to 24–48 hours for tracking updates to appear.

Address Issues

Please make sure your shipping address is complete and accurate. Once an order has entered production or shipped, we may not be able to change the address.

Damaged or Lost Orders

If your order arrives damaged or appears to be lost in transit, please contact us with your order number and relevant photos or tracking information.

For more information, please see our Returns & Refunds Policy.

Returns & Refunds Policy

At SongSongChowChow, many of our products are made to order or personalized especially for you. Because of this, we are unable to accept returns or exchanges for change of mind, incorrect size selection, or personal preference.

Order Cancellations

Orders may be cancelled within 15 minutes of purchase.

After this period, your order may already have entered production and can no longer be cancelled or modified.

Personalized or custom products cannot be cancelled once production has begun.

Returns & Exchanges

Because our products are made to order, we generally do not accept returns or exchanges for non-quality-related reasons.

This includes, but is not limited to:

• Change of mind
• Ordering the wrong size or product
• No longer wanting the item
• Minor differences in color caused by screen or display settings
• Personalized products that have been produced according to the information provided by the customer

Personalized and custom-made products are considered final sale once production has begun.

Damaged, Defective or Incorrect Items

If your order arrives:

• Damaged during shipping
• Defective
• Incorrectly printed
• Different from the item you ordered
• Missing items

please contact us within 7 days of delivery.

To help us resolve the issue quickly, please provide:

• Your order number
• A clear description of the problem
• Photos of the item
• Photos of the packaging if the item was damaged during shipping

Once the issue is verified, we may offer a free replacement or refund, depending on the situation.

In most cases, you will not be required to return a damaged or defective item unless we specifically request it.

Custom & Personalized Products

Custom products are created specifically for you and cannot be resold.

For this reason, custom or personalized products cannot be returned, exchanged, or refunded for change of mind once production has begun.

If we made an error in producing your customized item, or if the product arrives damaged or defective, we will provide an appropriate replacement or refund.

Refunds

If a refund is approved, it will be issued to your original payment method.

Please note that the time required for the refund to appear in your account may vary depending on your bank or payment provider.

Original shipping charges are generally non-refundable unless the product was damaged, defective, or incorrectly fulfilled by us.

Delivery Issues

If tracking shows that your package has been delivered but you cannot locate it, please first check with household members, neighbors, and the local carrier.

Please contact us if you still cannot locate the package, and we will assist you in investigating the shipment.

Incorrect or incomplete delivery addresses provided by the customer may not qualify for a free replacement or refund.

Legal Rights

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

Where local law requires a return, cancellation, refund, or other remedy, the applicable legal requirements will take precedence over this policy.

Contact Us

If you have any questions about your order, return eligibility, or a damaged product, please contact us through our Contact Us page.