Contacting Customer Service
Attn: Cyan Store Team
14617 N Newport Hwy,
Mead, WA 99021
Our Shipping Policy
Cyan works with fulfillment partners around the world to help us deliver our products to you as quickly as possible. We are a small volume retailer and as such we work with multiple companies as fulfillment partners. On occasion this means your orders will be shipped by multiple vendors from multiple locations as separate packages, so please don't be alarmed if parts of your order arrive in separate shipments.
While we are not able to provide guaranteed delivery timelines, generally this is what you can expect:
Domestic Orders (US):
Orders ship Monday-Friday. In-stock products typically ship within 2 to 5 business days after you submit your order. Delivery time will depend upon selected shipping method, but typical delivery times are typically 1 to 3 business days for express, 3 to 5 business days for standard, and 5 to 8 business days for economy.
International Orders (Worldwide):
Orders ship Monday-Friday. In-stock products typically ship within 2 to 5 business days after you submit your order. Delivery time will depend upon selected shipping method, but typical delivery times UP TO your countries customs are 2 to 4 business days for express, 5 to 8 business days for standard, and 8 to 14 business days for economy. Once your order arrives at customs for your country it is out of our hands... Literally! While typically the customs process is "relatively" painless (although it may add a day or two to your overall shipping), on rare occasions your order may get "stuck" in customs for a variety of reasons. Unfortunately we have no real power to do anything once a package is in customs. We recommend you contact your customs authority for additional advice regarding your order.
Customs, Duties, and Taxes
We are a small volume retailer and as such we work with multiple companies as fulfillment partners. On occasion this means your orders will be shipped by multiple vendors from multiple locations as separate packages. Cyan is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer.
Global Pandemic and Shipping and You
While the above delivery times are "in a general sense" how long we expect shipping to take, it's also important to note that shipping logistics have been... well... pretty weird over the course of the current global pandemic. Unfortunately as a small-volume retailer we don't have the clout (or the deep pockets) that large shipping operations and sales organizations enjoy. All that is to say, while it is never our hope that you end up with what the logistics industry likes to call "a shipping exception" (your order is delayed, lost, re-routed, or held up) things can (and do!) happen on occasion. Thus, the advice we always give is to plan accordingly, double the amount of time you think it's going to take to arrive and then (if it's really important) double it again.
Missing, Damaged, and Other Worst Case Scenarios
It doesn't happen often, but occasionally orders do get lost, damaged, or (on even more rare occasions) something shows up that isn't right, for one reason or another. Rest assured, we will never put profits above making it right for you, so while we don't yet have the technology to go back in time to correct the timeline in which something was wrong with your order, we can, and WILL bend over backwards to make it right! Get in touch by contacting us at firstname.lastname@example.org and we'll figure it out!
We currently accept the following payment methods:
Cyan does not accept money orders, cash, or wire transfers.
If you have a problem with your order, contact us at email@example.com within 30 days of your order’s shipping date (45 days for international orders) and we’ll be glad to help you get things fixed up!
If we made a mistake with your order, we’ll do whatever it takes to make it right. Just contact us and we’ll take care of the rest. If we need you to ship something back to us, we’ll cover the cost of postage, so don’t worry :)
If you made a mistake when you ordered (wrong size, wrong design, wrong address, etc) you’re welcome to request an exchange/re-ship. All we ask is for any returned items to be in good condition and that you cover any shipping charges which come up. Contact us and we’ll let you know how to proceed! We are more than happy to provide a refund, but we can only refund the cost of the item; we will not be able to refund the cost of shipping.
For returns, items must be in good condition and you must cover any shipping charges. Contact us and we’ll let you know how to proceed! We can only refund the cost of the item; we will not refund the cost of shipping.
For exchanges, please request and send your exchange within 30 days if you're in the US, or 60 days if you're elsewhere in the world. Otherwise, we may put your held item back on the shelf to be sold. We may attempt to hold your item while you mail your exchange, but we make no guarantees on exchange availability.
Unfortunately we cannot offer returns for gift cards, and sale items.
People are usually happy with our stuff, so we never charge restocking fees.
Bottom line: We're fans of you, and you're fans of us! We all know that sometimes mistakes happen. We're not some giant faceless company with a whole shipping department. Nothing's automated here- you'll be talking to a real human! Get in touch with us, and we'll do our best to figure out something that's fair for everyone. Deal?