CHALK COUTURE SHIPPING FAQ FREQUENTLY ASKED QUESTIONS

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1 Shipping CHALK COUTURE SHIPPING FAQ FREQUENTLY ASKED QUESTIONS 1. What is the return policy? Chalk Couture offers a 30-day satisfaction guarantee to all customers. Customers should contact you, their Designer, with questions or concerns about their product, including shipping and returns eligibility. Returns are only accepted if still in original packaging, unused and in salable condition within 30 days from the date the original order was placed. Shipping charges will not be refunded. C.O.D. returns will not be accepted 2. How do I return a product? For products that a customer has ordered from your website, instruct them to contact Chalk Couture at to obtain a Return Authorization Number. Product must be returned in a suitable shipping container, in salable condition, and in its original packaging with a copy of the original packing slip. Return the merchandise, shipping pre-paid by customer, to: Chalk Couture Attn: Returns 6046 State Street Murray, UT Note that as a Designer, you are under the same return guidelines for any product you purchase at wholesale, including the 30-day limit. The 30-day window applies to when you order the product, not when you resell it to a customer. 3. Can I exchange product? No, we don t allow exchanges, only qualified returns. 4. What do I do if a product is defective? If a customer identifies a defect in a product, ask your customer to work with you directly and you can work with Chalk Central on an appropriate solution. If you have another of the same item on hand, we encourage you to replace the defective product with the same item and then work with Chalk Couture to send you a replacement. If you do not have that particular item in your inventory, then contact Chalk Central and we will send a replacement product at the same or lesser price to either you or your customer. No shipping will be charged on these replacements for defective product. Shipping Table Page 1

2 5. Will tracking information be sent to me? Yes. When an order is shipped the recipient will receive an with tracking information. This is true for both wholesale orders and retail orders placed by customers on your Chalk Site. 6. What if my order is late or doesn t arrive? We understand that occasionally packages are lost, damaged, or delayed in transit. When this occurs after a product has left the Chalk Couture warehouse in good condition and any damage is due to the shipper (not a product defect), you should contact the shipper to file a claim. If you need additional assistance, please file your claim with the shipping company and then contact us at Chalk Central with that claim number. 7. What are the shipping options? Currently, you and your customers will not be able to choose your shipper option. Depending on your package size and weight, it will either ship via USPS or FedEx, whichever is most advantageous for that shipment. 8. What is the typical delivery time? Orders typically leave Chalk Central within 2-4 business days of submission. Depending on the time of year and your distance/zone from our warehouse, shipping to the recipient can be an additional 7 days after leaving Chalk Central. Shipping Table Page 2

3 Chalk Couture works to provide shipping rates that are fair and as affordable as possible for Designers and customers alike. We want to be as close to pass through as possible in the net, neither losing money nor having it generate profit. As we grow, we are continuing to leverage vendors and resources to improve our shipping rates, turn times and service levels. Shipping Table 1. How is shipping calculated? Shipping prices for orders are currently calculated by order subtotal (before tax). 2. How was our shipping table (and ranges of shipping pricing) determined? The ranges of pricing were determined by averages in order size, weights, box dimensions and destinations. Because we use averages for consistency, this means that sometimes you may pay slightly more or less than actual shipping costs because one of the aforementioned criteria varies, but those balance out over the volume of orders Chalk Couture processes. 3. Are customer orders (on my Chalk Site) and Designer orders calculated using the same rates? Yes, they are subtotal order based. But Designers may pay less in shipping because their order totals are based off of wholesale pricing (40% off the retail prices customers pay). 4. Is there a minimum shipping price? Yes; the minimum shipping price is $5 (see table). 5. Why don t we use weight-based shipping? For ease of calculation across the board (on Chalk Shop and Chalk Sites), and it is a current system requirement. We are working to enhance our shipping options and weight-based is our goal, as it can more accurately reflect true shipping costs. For example, currently, heavier shipments (i.e. those with Chalk Pastes or Shapey Boards) cost the company more to ship than those comprised primarily of lighter items (like Chalk Transfers). 6. Why doesn t shipping change based on my location (closer being lower, farther being more expensive)? Shipping does not change based on location because of system requirements, and consistency of having a shipping table. Shipping Table Page 3

4 7. Does Chalk Couture charge handling and picking fees for warehouse service? No additional charges are incorporated to products or shipping costs for handling. The only items that currently carry additional fees are frames (see frame premiums table). 8. What is the shipping cost for the Starter Kit? The shipping cost for the $99 Starter Kit is $ Does shipping get less expensive the larger the order? Per range, yes shipping as a percentage of the overall order size will shrink with larger orders. For example: a $150 order carries a $12 base shipping rate, or 8% of the order total a very competitive rate. But that percentage drops for a $600 order, shipping is $22, which is just 3.6% of order total, and a $3,001 order incurs $80 in shipping, or just 2.6%. 10. What is our current shipping table? PRICE RANGE Rate Amount $ $0.01 $0.00 $ $9.99 $5.00 $ $19.98 $6.00 $ $24.99 $8.00 $ $59.99 $9.00 $ $99.99 $11.00 $ $ $12.00 $ $ $13.00 $ $ $16.00 $ $ $18.00 $ $ $22.00 $ $ $25.00 $ $ $30.00 $ $ $38.00 $ $ $47.00 $ $ $60.00 $ $ $80.00 $ $ $90.00 $ $ $ $ $UP $ Why do frames have additional shipping? Frames are an exception to our traditional product lines in that they have larger bulk, weight, and shipping requirements than other products of similar price. For that reason, each frame incurs a shipping premium, which is an additional cost on top of base shipping prices. Shipping Table Page 4

5 12. How are the premiums for frames determined? Shipping premiums for frames are based on the design, weight, and size (finished size, not the panel of the chalkboard inside the frame), as well as packing required. More ornate frames require more care and packing material than simpler designs. For this reason, it is common that frames of the same size may have a different shipping premium. 13. How do I calculate the total shipping cost of a frame? There are two components to the shipping cost for a frame the base shipping rate (determined by the order total of all items in your order; use the shipping table), plus the frame premium. The frame premium does not scale or change with more or fewer frames or other items in your order it is a per frame premium. 14. Our overall costs for framed boards feels expensive. How do I talk to a customer about this? Chalk Couture framed chalkboards are unlike traditional chalkboards on the market or that your customer may find in local retail stores, even though online the photos may look similar. Our chalkboards are made in the USA with porcelain-coated steel, making them magnetic as well as extremely durable. Our frames are available in a variety of designs and widths and showcase the chalkboard beautifully. Our product is also specially designed for our Chalkology Paste they can be used without waxing and hold the Paste beautifully, as well as being sized to show off our Chalk Transfer designs perfectly. All of these criteria result in a top-quality, unique, durable (and often weighty) product that warrants its price and shipping. 15. What is the frame shipping premium for our frames? Aiden-Antique White {9x12 Chalkboard} $5.00 Aiden-Antique White {12x18 Chalkboard} $15.00 Aiden-Black {9x12 Chalkboard} $5.00 Aiden-Black {12x18 Chalkboard} $15.00 Maggie-Black {18x24 Chalkboard} $30.00 Maggie-Black {24x36 Chalkboard} $70.00 Maggie-Antique White {24x36 Chalkboard} $70.00 Verity-Antique White {9x12 Chalkboard} $10.00 Verity-Antique White {12x18 Chalkboard} $30.00 Ava-Antique White {24x36 Chalkboard} $70.00 Ava-Black {24x36 Chalkboard} $70.00 Shipping Table Page 5