FAQ

Frequently Asked Questions

Shipping & Delivery

How long will it take for my order to arrive?

Orders are usually processed within 1 to 2 business days, Monday through Friday, excluding holidays.

After your order has shipped, estimated delivery time depends on the shipping method selected at checkout:

Standard Shipping: 7 to 12 business days
Express Shipping: 5 to 7 business days

Please note that delivery times are estimates and may vary due to carrier delays, holidays, weather, or high order volume.

Where do you ship?

Creolate currently ships within the United States only.

At this time, we do not offer international shipping.

How much does shipping cost?

Standard Shipping costs $9.99.

Free standard shipping is available on orders over $69.

Express Shipping costs $19.99.

How can I track my order?

Once your order has shipped, you will receive a shipping confirmation email with your tracking number and tracking link.

Tracking information may take 24 to 72 hours to update after shipment.

If you have not received tracking information or need help with your order, please contact us at info@creolate.com.

Order & Product Support

Can I cancel my order after placing it?

Orders can usually be canceled within 24 hours of purchase, as long as the order has not already been processed or shipped.

To request a cancellation, please contact us as soon as possible at info@creolate.com with your order number.

Can I change my shipping address?

If you need to change your shipping address, please contact us immediately at info@creolate.com.

We will do our best to help, but we cannot guarantee changes once an order has been processed or shipped.

What should I do if I have trouble assembling my kit?

If you experience any issues during assembly, please contact our support team at info@creolate.com.

Please include your order number and clear photos or details of the issue so we can assist you more efficiently.

Does the package include glue?

Some DIY kits may not include glue due to shipping and carrier restrictions.

If glue is needed, we recommend using white craft glue, white school glue, or another suitable adhesive based on the product instructions.

What should I do if a part is missing or damaged?

If your item arrives with missing, damaged, or defective parts, please contact us at info@creolate.com.

Please include your order number and clear photos or videos of the product, packaging, and the affected part. We will review the issue and help with a suitable solution.

Returns & Refunds

Can I return my product?

Yes. Creolate offers a 30-day return policy.

To be eligible for a return, the item must be unused, unassembled, complete, and in its original packaging. You will also need your order number or proof of purchase.

How do I start a return?

To start a return, please contact us at info@creolate.com.

Please include your order number, the item you would like to return, and the reason for your return.

Returns must be approved before being sent back. Items sent back without prior approval may not be accepted.

Who pays for return shipping?

If the return is due to a damaged, defective, missing, or incorrect item, we will help resolve the issue and cover reasonable return or replacement shipping costs where required.

If the return is for a change of mind, accidental order, or personal reason, the customer is responsible for the return shipping cost.

How are refunds processed?

Once your return is received and inspected, we will notify you whether the refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or payment provider may need additional time to process and post the refund.

Payment & Billing

What currency does Creolate use?

All transactions on Creolate are processed in USD.

What payment methods do you accept?

We accept secure payment methods shown at checkout, which may include:

Visa
Mastercard
American Express
Apple Pay
Google Pay
Shop Pay
UnionPay

Available payment methods may vary depending on your device, location, and checkout settings.

When is payment processed?

Payment is processed securely at the time of purchase.

Orders will not be processed or shipped until payment has been successfully completed.

Will I receive an order confirmation?

Yes. After your order is placed successfully, you will receive an order confirmation email with your order details.

If you do not receive the confirmation email, please check your spam or junk folder first.

Are there any hidden fees?

Creolate does not charge hidden fees.

Any applicable shipping fees and taxes will be displayed at checkout before you complete your purchase.

What should I do if my payment is declined?

If your payment is declined, please check that your billing details match your payment method and that your card or payment provider has approved the transaction.

You may also try another payment method.

For payment-related questions, please contact us at info@creolate.com.