C+JT FAQs


COVID-19

What am I to expect? 
  • Orders are shipping daily during normal business days. Monday-Friday, 8am-6pm PT.
  • While orders are shipping out daily, all carriers are experiencing higher volumes with more severe delays due to limitations in staff due to the pandemic. This may result in delayed or missing shipment scans while your order is in transit.
  • Due to the impact of COVID-19, shipping carriers are not able to guarantee delivery dates at this time. Please note that shipping fees will not be refunded if your order does not arrive in the estimated delivery window.
  • Our customer support hours are: Monday-Friday 9am-5pm PT, excluding major holidays and weekends. You can expect a customer support representative to respond within 48 business hours.

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RETURNS & EXCHANGES
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How do I make a return or an exchange?
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We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at CGD@BTSGroup.co
If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at:  CGD@BTSGroup.co
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My order arrived damaged, what do I do?
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Please inspect your order upon reception and contact  CGD@BTSGroup.co immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
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SHIPPING
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How do I track my package?
 
Once your order has been shipped, you will be emailed a shipping confirmation including the tracking number for your package. Tracking information for your shipment will be updated and available within 48 business hours of shipment. 
 
Why is my package still in pre-shipment after I received my shipping confirmation email?
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As a result of COVID-19 challenges, shipping carriers are experiencing an increase in package volume. This may result in delayed or missing shipment scans while in transit. 
 
If you wish to obtain more information about your package’s whereabouts, we recommend calling the shipping carrier directly. We have the same visibility on your package as you do, as all shipping carriers are 3rd party.
 
My tracking link says my package has been delivered, but I cant find it
 
Carrier may have placed it in a safer location, please check mailbox, exterior doors and any locations where the package could be placed including but not limited to an apartment front office. 
 
If you still cannot locate the package, please call the carrier to inquire about the proof of delivery and/or file a claim. If you've gone through all of these steps, please contact our support team at  CGD@BTSGroup.co
 
Why does it take so long for my order to ship?
 
In all efforts to reduce waste and harmful  effects to the environment that overproducing inventory causes, all of our products (unless otherwise noted on a product’s page) are made-to-order. This means that we don’t order the materials to make your order until after you’ve made your purchase. We only order what is necessary to make each other as the order is processed in our shop.
 
Its been awhile, my order hasnt shipped and I selected expedited shipping at checkout!
 
The shipping method selected at checkout only pertains to the in transit shipping timeframe. We still require our standard timelines to make your order before it ships out using the method selected at checkout.
We cannot guarantee the delivery times if there is a delay that is the result of unforeseen and uncontrollable circumstances, such as a typo or issue with the shipping address you’ve submitted, poor weather conditions, backlogs at the post office, COVID-19 related regulations, etc.
 
My order hasnt shipped within the quoted timeframe, what do I do?
 
If your order hasn't shipped within the quoted timeframe stated on the shop’s product pages, shipping page, checkout page and your email notification, please reach out to our customer support team at  CGD@BTSGroup.co with your order number (#).
 
I think my order’s shipment might be lost, what do I do?
 
If your order has shipped, but you haven't received it within the quoted shipping timeframe stated at checkout, please call the shipping carrier to obtain the status and/or file a claim directly. C+JT shop is not liable for lost or stolen packages.
 
Do you ship to P.O. Boxes or Military APO/FPO addresses?
 
Yes, we ship to P.O. Boxes and APO/FPO addresses. Delivery time to APO/FPO and PO Boxes varies and is generally longer than our standard 4-10 business day Ground Shipping.
 
Can I change my shipping address once my order is placed?
 
If you have entered an incorrect shipping address, please contact us within 24 hours with your order #, email address used to place the order, and your new shipping address so we can update it for you. Once your order is in in shipping, we will be unable to update your shipping address.
 
If you wish to update your US based shipping address to an international shipping address or vice versa, please reach out to us to cancel your order so you can place a new order. 
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I accidentally ordered the wrong size, can I update it once my order is placed?
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If you have checked out with the incorrect size, please contact us within 24 hours with your order #, email address used to place the order, and the new size you are requesting. Once your order is in production, we will be unable to update your size or cancel your order.
 
I received part of my order, when will the rest of my order ship?
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Some of our products ship from different manufacturers and therefore, if order contains more than 2 items, you may receive 2+ shipments with 2+ tracking #s. You will not be charged extra for items that are shipped separately.
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INTERNATIONAL ORDERS
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How international shipping with DHL works:
 
Most international dropshipping orders will be sent using DHL International services.  This shipping service will export your orders from the United States and import them into the international country. When the order reaches your destination country, DHL provides the shipment to the local postal system of your country to make the final delivery. 
 
The tracking # for my order looks like it hasn’t moved in weeks, is my package lost?
 
More than one tracking # will be provided to you with your DHL shipment. For example, when the package is initially shipped, a DHL international tracking number is created for tracking your shipment in the US, but once the package enters an international country, most local postal systems will generate a new tracking to track the package within the country. The local tracking # can be found on the top righthand side of the tracking page above weight.
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This new tracking number is added to your DHL International tracking number.  However, the DHL tracking will not continue to update. It will end with the update, "Transport to Destination Country."  You should check the progress of the shipment by searching your local post office’s website with the new tracking number.

 
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Will I be charged customs, duties or VAT taxes?
For International Shipping, customs has the right to impose an additional fee or VAT. The fee varies by country and we are unable to calculate this in advance. Customer is responsible for the payment of this fee.

Using the UK as an example, they state they will charge VAT on any shipment with a value greater than £15, which equates to approximately $23.27 USD.  

You can read more about import taxes and duties for the UK here: https://www.gov.uk/goods-sent-from-abroad/tax-and-duty

Taxes will vary from country to country, as will tax enforcement.  We have found Canada and the UK to be among the countries with the strictest enforcement. If you are especially upset or feel you were unlawfully taxed, we recommend they contact their customs office to file a dispute. Customs offices will have forms available where their citizens can file their dispute, like this one for the UK: https://www.gov.uk/government/publications/import-and-export-application-for-repaymentremission-c285

Delays may occur at customs and this is out of our control, but if you have any concerns about your order, please email us at  CGD@BTSGroup.co
 
I see that my order is in another country that is far away from my destination country, is my order lost?
 
Packages leaving the US will be shipped to a regional hub and then to the destination country. Once the packages reach their destination country, they are handed over to the country's local postal service for final delivery. Keep in mind that international orders can take up 3- 8 weeks to be delivered.
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Outside of the US, which countries do you ship to?
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Afghanistan, Azerbaijan, Bahrain, Bangladesh, Bhutan, British Indian Ocean Territory, Brunei, Cambodia, China, Christmas Island, Cocos (Keeling) Islands, Hong Kong SAR, India, Indonesia, Israel, Japan, Kazakhstan, Kuwait, Kyrgyzstan, Macao SAR, Malaysia, Maldives, Nepal, Oman, Pakistan, Palestinian Territories, Philippines, Qatar, Russia, Saudi Arabia, Singapore, South Korea, Sri Lanka, Taiwan, Thailand, United Arab Emirates, Uzbekistan, Vietnam, Albania, Andorra, Armenia, Austria, Belgium, Bosnia & Herzegovina, Bouvet Island, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Greenland, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mayotte, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Réunion, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Svalbard & Jan Mayen, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, Vatican City, Algeria, Benin, Burkina Faso, Burundi, Cape Verde, Central African Republic, Comoros, Congo - Brazzaville, Congo - Kinshasa, Côte d’Ivoire, Djibouti, Egypt, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Gabon, Ghana, Guinea, Guinea-Bissau, Kenya, Lesotho, Malawi, Mali, Mauritania, Morocco, Mozambique, Namibia, Niger, Nigeria, São Tomé & Príncipe, Senegal, St. Helena, Togo, Tunisia, Uganda, Zambia, Anguilla, Antigua & Barbuda, Aruba, Bahamas, Barbados, Belize, British Virgin Islands, Curaçao, El Salvador, Grenada, Jamaica, Martinique, Montserrat, Nicaragua, Panama, St. Barthélemy, St. Kitts & Nevis, St. Lucia, St. Martin, St. Pierre & Miquelon, St. Vincent & Grenadines, Trinidad & Tobago, U.S. Outlying Islands, Bolivia, Brazil, Caribbean Netherlands, Colombia, Falkland Islands, French Guiana, Guyana, Netherlands Antilles, Suriname, Australia, French Polynesia, Kiribati, Nauru, New Caledonia, New Zealand, Niue, Norfolk Island, Papua New Guinea, Pitcairn Islands, Samoa, Tokelau, Tuvalu, Vanuatu, Wallis & Futuna, Canada, Mexico, French Southern Territories, Heard & McDonald Islands, South Georgia & South Sandwich Islands.
 
Not able to find the answers you need? Contact  CGD@BTSGroup.co