Updated as of 5:00 PM EST 03/22/2022
Hello and thank you for taking an interest in this project! If you can’t find the answers you’re looking for after reading through our FAQ, please submit a Contact form.
How are physical products graded?
A grade products bear little to no cosmetic damage.
B grade products bear superficial cosmetic damage or defects, but are still perfectly usable and do not appear damaged without closer inspection.
C grade products are products with moderate defects. The only C grade items available are a small quantity of LE enamel pins. These pins may be missing small areas of fill, have incorrect fill, or have other more noticeable defects.
What is this zine about?
This zine is Genshin Impact themed, specifically around the relationship between Zhongli and Childe (Tartaglia). The main zine (physical and digital) is fully SFW. The side zine (digital only) includes NSFW content and is available as an optional add-on to the main zine during preorder.
Is this zine ChiLi only, or is ZhongChi also allowed?
Both (ChiLi and ZhongChi) along with variations are included within both zines.
We understand that for some circles and portions of the fandom, this may be uncomfortable. As not everyone is comfortable with or open to the pairing in a reversible/flexible form and there are a wide variety of interpretations, we ask your understanding in this decision.
The following section pertains to order cancellation and refunds.
Crystallize is a charity project operating off of pre-orders. As such, our refund and return policy is non-negotiable and applies in the following ways.
We WILL:
- Replace OR refund orders that contain damaged, faulty, or mis-described goods (proof of purchase and damage/misdescription required)
We will NOT:
- Pay for returns (customer is liable for return shipping and packaging costs. We recommend reusing the packaging your order came with and obtaining a new label.)
- Allow for exchanges between one product or tier and another
- Replace damaged goods without proof of purchase
- Accept returns from anyone but the customer/person who bought the item
- Accept cancellation requests from customers who no longer want an item
- Refund any customers who knowingly bought faulty goods (ie. Extras Sales B-grade zines) and then request refund or replacement based on defects they were already informed of
Returns and refunds will not be given if the product has already been used or damaged by the customer.
Examples:
- Stickers have been used/applied
- Zine pages have been creased/folded
- Any parts of any product have been lost
What if I want to cancel my order?
All sales are final and non-refundable*. This applies to both pre-order and leftover sales purchases.
*The only exemptions are refunds given for damaged, defective, or mis-described goods.
If you choose to cancel you order due to change of mind, you will not receive a refund.
If you are unsure about ordering something from our shop just yet, please think on it before buying. We will not cancel and/or refund orders that do not meet the above criteria (arrives heavily damaged/unusable) regardless of the cancellation request reasons.
The following information pertains to order processing times, shipping, and damaged goods.
As Crystallize is a project that operates using pre-orders to cover our operating costs, please be aware that there will be an extended period between when you place your order and when it will be fulfilled. This is due to us placing all stock orders after pre-orders close. As all of our products are custom and produced in small batches, we have no ready-to-ship stock at this time.
We understand that the wait time between your order and when it arrives can be cause for concern when the shipping and wait times are not made clear. We hope that the resources below help to answer your questions and allow you to place your trust in us to deliver a high quality product and experience.
Order Processing
All orders will be processed and the items sourced prior to fulfillment. We will be providing updates on the fulfillment process, proofs of the physical items, and updates on shipping and packaging via our social media here. You will receive a preliminary email to confirm your order and then a follow-up email when your order has shipped/been sent out.
Digital orders will be fulfilled once all physical orders have been sent out. Digital copies and bundles will be sent via Email. Please make sure that the email you use when placing your order is the one you are comfortable with us sending your digital goods to.
Shipping Rates and Delivery Estimates
We offer $8 flat rate shipping to all locations within the United States of America.
International shipping is a flat rate of $20. Availability of delivery to your country can be checked here, as many mail services are unable to deliver imported packages at this time.
Your order may be subject to import duties and taxes, which are incurred once a shipment reaches your destination country. Crystallize is not responsible for these charges if they are applied and they are your responsibility as the customer.
If you are in the UK, please order through our Etsy.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will let you know your order shipped.
If you haven’t received your order within 5-10 days (2-3 months int'l) of receiving your shipping confirmation email, please contact us at [email protected] with your name and order number, and we will look into it for you.
Damaged Goods
In the event that your order arrives damaged in any way, please check our Return & Refund Policy before emailing us. Contact us as soon as possible at [email protected] with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
What if my address changed after I ordered?
Email or submit a contact form, or DM us immediately with the address change. If your order hasn't been shipped out yet, congrats! We'll update it and have your order shipped to the new address.
If your order has already been shipped out, you have two options:
- Pay an intercept fee to have the package rerouted to your new address.
- Set up a forwarding order on your old address to ensure all mail intended for you will be forwarded to your new address.
If you have any further questions, please don't hesitate to contact us at [email protected] or via Twitter.
We reserve the right to modify our policies, FAQ, and other relevant information at any time.