FAQ

Welcome to the Cintro FAQ. We have compiled answers to some of the most common questions customers ask before and after placing an order. If you need additional assistance, please feel free to contact our customer support team.

Ordering & Shipping

Q: Where does Cintro ship?
A: Cintro currently ships orders within the United States only. International shipping is not available at this time.

Q: How much does shipping cost?
A: We offer Standard Shipping across the United States for a flat shipping fee of $15.00 USD. The shipping cost is displayed during checkout before you complete your purchase.

Q: How long does delivery take?
A: Orders are typically processed within 1–2 business days. After dispatch, delivery generally takes 5–8 business days, resulting in an estimated total delivery time of 6–11 business days.

Q: What are your business days?
A: Our business days are Monday through Friday, excluding public holidays.

Q: When does order processing begin?
A: Orders placed before 5:00 PM (GMT-05:00) on a business day generally begin processing the same day. Orders placed after the cut-off time, on weekends, or on public holidays begin processing on the next business day.

Q: Which shipping carriers do you use?
A: Depending on your delivery location, shipments may be handled by USPS, UPS, FedEx, or DHL.

Q: Will I receive tracking information?
A: Yes. Once your order has been shipped, you will receive a shipping confirmation email with your tracking number. Tracking information usually becomes active within 24–48 hours.

Q: Where can I track my order?
A: You can track your shipment anytime by visiting our Track Your Order page.

Q: Can I change my shipping address after placing an order?
A: If your order has not entered processing, we will review address update requests whenever possible. Once processing has started or the order has shipped, changes cannot be made.

Q: Can I cancel my order?
A: Cancellation requests can only be accepted before an order enters processing. Once processing or shipping has begun, cancellations are no longer possible.

Q: What should I do if my package shows as delivered but I cannot find it?
A: Please verify your shipping address, check around your delivery location, and ask household members or neighbors if they accepted the package. If you still cannot locate your order, please contact our support team.

Returns & Refunds

Q: How long do I have to return an item?
A: Eligible items may be returned within 30 calendar days from the delivery date.

Q: What condition must returned items be in?
A: Returned items must be unused, in their original condition, and include the original packaging and any included accessories.

Q: Can I return an item if I changed my mind?
A: Yes. Eligible items may be returned within the 30-day return period, provided they meet the requirements outlined in our Return & Refund Policy.

Q: Who pays for return shipping?
A: If the item is damaged, defective, or incorrect, Cintro will provide a prepaid return shipping label. For change-of-mind returns, customers are responsible for return shipping costs.

Q: Do you offer exchanges?
A: We do not offer direct exchanges. If you would like a different chair model, style, or color, you may return an eligible item and place a new order separately.

Q: How are refunds processed?
A: Approved refunds are issued to the original payment method used for the purchase after the returned item has been received and inspected.

Q: How long does it take to receive my refund?
A: Approved refunds are generally processed within 10 business days after inspection. Your payment provider may require additional time before the funds appear in your account.

Q: What should I do if my refund has not appeared?
A: Please check your payment account, contact your payment provider, and consult your financial institution regarding processing times. If you still need assistance, contact our support team.

Payments & Account

Q: Which payment methods do you accept?
A: Cintro securely accepts PayPal and Venmo.

Q: Is my payment information stored by Cintro?
A: No. Payments are processed through trusted third-party payment providers. Cintro does not store complete payment card information.

Q: Why was my payment declined?
A: Payments may be declined due to authorization issues, verification requirements, or restrictions applied by your payment provider. Please contact your payment provider if your payment cannot be completed.

Q: Do I need an account to place an order?
A: No. You can place an order as a guest. Creating an account allows you to manage your order history and account information more easily.

Customer Support

Q: How can I contact Cintro? A: You can contact our support team by email at support@cintro.shop.

Q: How quickly will I receive a response? A: We aim to respond to all customer inquiries within 24–48 business hours during our business hours.

Contact Information