YOUR QUESTIONS, ANSWERED.

Order Processing & Shipping Timelines

Updated April 2021 - My processing time is about 12-16 business days, and packages are shipped Tuesday-Friday. 

** If you've ordered during a Mega Restock, Pre-Order, or a Huge Launch, your package may take extra time. Pre-Orders will have a longer lead time, and will be notated on the product listing.

Processing time is M-F excluding Federal Holidays (i.e. the dates USPS doesn't deliver!) If you are curious about what range you will receive a shipping confirmation email, all you have to do is look at the date you ordered and count 12 and 16 business days ahead.

EX: an order placed on Thursday April 1 would usually have a shipping range of April 19 - April 23.

All items ship with USPS and have tracking numbers emailed to you at the time of shipment! Orders are printed in large batches for ease of fulfillment, and may take a few days to update out of 'Pre-Shipment' status. 

Due to the volume of emails I receive in reference to tracking numbers or order status in the middle of the processing timeline, please refrain from emailing me about status unless your package is overdue - which is highly unlikely, and if your order is overdue or late, you will always receive an email from me.

Once you receive a shipping confirmation with tracking, your order usually will be shipped within 72 hours. Please allow up to 5 business days for your package to show as accepted by the USPS, things are running slower than usual! Due to the current speed of USPS and mandates due to COVID-19, your package may be delayed by 1-5 days once it is accepted into the USPS network. ** The speed of postage you select does not impact the speed in which your order is processed. If you select Priority 2-Day Mail, you order will be processed as usual, and then be expedited through the USPS network. Due to the volume of orders I package on shipping days, I cannot expedite my standard processing time.


Cancellations, Exchanges + Damages -

I do not accept cancellations past 2 hours of payment. Due to the Made-to-Order and One of a Kind nature of my business, many orders begin processing immediately. To keep my prices affordable, I do not accept returns or exchanges on any items. I am available to answer any sizing, care, or materials questions you may have to ensure you're purchasing the right piece of jewelry, before you purchase!

If your item arrives damaged, please email photos + your order number to hallie@shopcholla.com. If your order arrived damaged due to mishandling by the USPS, please include images of the mailer box. If you have purchased a one-of-a-kind item, or an item in high demand, you'll be provided a return shipping label to have the jewelry sent back to me, so that I may repair it and send it back to you. 

In the unlikely event that a return is approved, you will be expected to ship the unworn item(s) back to me packaged safely within 10 business days of the return approval. Returns are subjected to a 20% restocking and sanitizing fee, and must be in resaleable condition.

Where are my order update emails?

You will receive 4 automated emails or texts in this order, Order Confirmation, Shipment Confirmation, Out For Delivery, and Delivered. If you check out with only your phone number, you will receive texts, as there is no email on file for you. We're happy to update your account with your active email address, and all you need to do is email us with your full name, and billing or shipping address. For more information on the time between Shipment Confirmation and movement on your tracking number, please visit the above section in red. In a nutshell, Shop Cholla is one person packing a large volume of orders, while juggling everything else necessary to run a business. We appreciate your patience while Shop Cholla grows and tries to keep up with the demand on each product.

Where is my package?

Sometimes delays at the post office occur - especially during COVID-19, winter, and storm seasons!

**** All packages are shipped using USPS FIRST CLASS MAIL, once a package leaves my possession and is scanned into the USPS network, I am no longer liable for/aware of your packages location. In the event of a delayed delivery/attempted delivery, please contact your local USPS to arrange a pick up or repeat delivery. I am unable to request repeat deliveries on your behalf, and am unaware of your packages whereabouts as soon as it leaves my possession. 

In the event that you cannot locate your package, please contact your local branch of USPS to inquire about your packages location. Often times it is 1) scanned as delivered too early, 2) placed in a neighbors mailbox, 3) placed in a different drop area than your mailbox, or, 4) delayed in transit without being scanned.

As per their website - with your tracking number provided with your shipping confirmation, you should contact your USPS branch to inquire with the mail carrier on where the package was left. In the event that your package is LOST IN TRANSIT, please file a Missing Mail Claim with USPS, and email a copy of the USPS confirmation that it has been lost in transit. I will be happy to work with you on getting a replacement when possible, or an exchange!

I am unable to inquire with the USPS about the location of your package as soon as it is scanned into the USPS network.

Please always double check your address is correct at the time of ordering! :-)

Care instructions

Please check out my Care Instructions page linked here!

Are the earrings heavy?

Not at all! All of my earrings are super lightweight, and will not pull or tug at your lobes. Most earrings are under .5oz, and when packaged with shipping materials, and box, are under 2oz.

Custom and personalized orders

Due to the demand of classic styles, I am unable to accommodate custom orders at this time, but offer custom engraved Corazon earrings as well as occasional custom order slots :-)

Do you offer Wholesale?

Thank you so much for your interested in bringing Shop Cholla into your shop! I offer wholesale to select businesses that fit the Shop Cholla vibe! Head to the bottom banner of my website and click on the Wholesale page, and fill out the form to submit your wholesale inquiry. Please note that Shop Cholla is a one woman business, and it takes a while to stock my own website, and current retailers. I only have the ability to take on a few retailers at a time, and will reach out to you when I have availability!!

Can I customize the backs on the post earrings?

Yes! I have post-stretched lobes myself, so I do offer two types of backings on post styles. If you'd like backs with the soft plastic bumper around it, please leave it in the special instructions on the checkout page.

I had an oops! with my new earrings!

Please message me if you have any oops moments with your Shop Cholla earrings! I would be happy to repair your jewelry if possible.

Gift wrapping and packaging

During the holidays, I offer gift wrapping, and all packages mailed are considered 'gift ready' which means they are carefully packed with tissue, a sticker, and a care card. I'm unfortunately unable to personalize messages in packages at this time. No orders are sent with gift receipts or prices, including those sent to someone else. Not sure what to get, or not sure what your recipients style is? I offer gift cards in multiple denominations so that they can choose :-)

What can I expect my raw brass to look like when I receive it?

Raw brass is an unplated metal that is a perfect addition to any earring style! Since it is unplated, it will have variations to each piece, which makes your pair extra unique!

To keep your brass shiny and tarnish-free, store in a cool, dry place, don’t expose to oils or water, and treat with care! Buffing olive oil with revive shine, and buffing pure lemon juice will reduce tarnish.

Want to cut through the tarnish quickly? Use a jewelry brass cleaner such as BRASSO (what I use) and follow the instructions on the bottle. Ensure to only touch BRASSO on the areas are raw brass, and be careful not to touch clay, acrylic, bead, or plated gold with it! 

Your earrings will treat you well, so long as you treat them well ♥️

I entered the wrong shipping address!

Please message me as soon as you can if you enter an incorrect address! Please ensure that you enter the correct address when you order your earrings, as I am NOT liable for your package as soon as it leaves me!! When in doubt, send me a message ASAP!! 

I placed more than one order, can I condense them?

Due to order volume, only orders placed on the same day can be combined. Unfortunately as a one person team, it becomes complicated to combine orders across multiple days, and leaves too much room for error in mispacking your orders! Additionally, combining orders over multiple launches across various weeks severely delays your packages dispatch.

If you placed more than one order on one day, please email me with your order numbers to combine. Shipping overages will always be refunded! If you have multiple orders across multiple days, I will only combine orders placed on the same day :-) Thank you for understanding!!!

I live local to San Diego County, can I pick up my order?

I offer porch pick ups in the Altadena neighborhood of North Park. At checkout, select "Local Pickup" as your shipping option, and you will be emailed with pick up instructions, and how to select a time frame to pick up your order completely contactless. Please note that I do multiple pick ups a day from my porch, and it is super important that you are timely when picking up your order, so that other customers are able to safely pick up their order in their time frame, and so that I'm able to let my dogs out during non-pick up times :)

Where do you ship?

I ship within the contiguous US and all US territories, Canada, Mexico, and many European countries, including Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Poland, Spain, and Sweden. If you live in the EU and don't see your country listed, please email me - hallie@shopcholla.com and I can look at shipping rates to add to my EU International Shipping profile!

Currently, I cannot offer shipping to the UK due to new VAT policies. Please note that as soon as a parcel is accepted into the USPS network, I am no longer aware of its location or status, or liable for the package.  With customs delays, some packages have been delayed up to 4 weeks for mandated quarantine - if you have any questions about the whereabouts of your package while in transit, you will need to reach out to your local Post Office, or Customs Agency.

Certain countries require VAT and processing fees that are not included in the price of your order, and will need to be paid in order to receive/release your package. If a package is not claimed from your customs agency, and is returned to me, I will refund you the total cost of merchandise, taxes, and half of your paid shipping cost.