FAQ

Pricing and Currency BACK TO TOP ↑

  • Q. Do your prices include tax?
    A. Chrome is required to collect sales tax in certain states where we maintain presence. Therefore, we charge sales tax on all orders shipped to the following states: CA, NY, and IL. All other prices are exclusive of local import duties and taxes which are levied once a shipment reaches your country. European counties do not include VAT.

Out of Stock BACK TO TOP ↑

  • Q. When are products coming back into stock?
    A. As soon as Chrome has an estimated date of delivery it will normally be posted on the specific product page.
  • Q. I’d like to order a product, but it does not allow me to put it in the basket.
    A. If it is not possible to select an item this means that it is not available. Please use the ‘inform me when back in stock’ feature on the product page to find out when items come back into stock.

ORDERING BACK TO TOP ↑

  • Q. Why must I call in to verify my international order?
    A. Phone verification is Chrome company policy for all international orders. This is to protect our customers from fraud and identity theft.
  • Q. Can I add something to the order that I just placed?
    A. We are unable to charge credit cards more than is originally authorized. If you would like to add something to an order then we can cancel the first order and void the credit card transaction and then you would be free to place a new order with all the items that you are looking for.
  • Q. Why didn't I receive my order confirmation/tracking?
    A. We're sorry that you didn't receive your order confirmation. Sometimes they end up in SPAM folders. We can certainly send you a copy of that confirmation along with your tracking number. Just call us, chat us, or email us.

SHIPPING BACK TO TOP ↑

  • Q. How long does the shipping take?
    A. Please refer to the shipping section for estimated Express ad Standard delivery times..
  • Q. When will my order be sent out?
    A. We ship all orders within 72 hours. Regular FedEx Ground shipping takes 4-6 business days, depending on where you are located in the United States. We also offer 2nd Day Air and Next Day Air. All express orders must be entered by 12pm Pacific Time. Please refer to the shipping section for estimated shipping and delivery times. You can track your delivery through the account section of our web site.
  • Q. How are products shipped?
    A. Orders are shipped via FedEx in most cases, but in some cases via US Postal.
  • Q. How much will shipping cost to my address?
    A. Depending on the service level that you choose, Chrome uses fixed rates for shipping, regardless of the size of the order. Please refer to the shipping section for information.
  • Q. Why did I just receive a customs bill from FedEx?
    A. International orders do not cover customs fees or VAT tax.
  • Q. How do I change my shipping/billing info on my new order?
    A. If you have entered billing/shipping information incorrectly please email the correct information or call us toll free at 866-226-2470.
  • Q. Do you ship internationally? Rates?
    A. We are able to ship orders just about anywhere in the world FedEx ships, though we reserve the right to refuse to ship to certain countries with known fraud problems.

Returns BACK TO TOP ↑

  • Q. What is your returns policy?
    A. You can return any product you receive from Chrome within 30 days of receipt, as long as the item is unused and unwashed. For more information, please visit the returns section of the website.
  • Q. I do not like the product I ordered, what can I do?

    A. If the product is new and unused you can return it to us for an exchange or refund within 30 days of receipt. Please visit our returns section for more information on how to return a product.
  • Q. How do I return a product?
    A. Please visit the returns section of the website for full instructions on how to return a product.
  • Q. I want to return a product, but I don’t have the original packaging?
    A. You can always send the products back to Chrome in another package but please pack securely and follow the instructions in the returns section of the website.
  • Q. I would like to return an item for a size exchange, but the size is not showing up on the website. How should I proceed?
    A. Unfortunately this does mean that Chrome are out of stock of this size and colour. It is possible to return the item for an exchange for another item or a refund. Additional payment will be required or the difference will be refunded if the exchange item is not the same amount as the item returned.

Repairs BACK TO TOP ↑

  • Q. The plastic clip on my messenger bag broke, how can I get a new one?
    A. We do have replacement clips for US$4. Here you go.

Products and Sizing BACK TO TOP ↑

  • Q. How can I get a right shoulder messenger bag?
    A. We have a few bags with Right Shoulder Options in the Citizen and Mini-Metro lines. You can also create a custom Citizen with a Right Shoulder Option.
  • Q. I am not sure which size to order?
    A. On most product pages there is specific sizing information by clicking the "SIZE CHART" link. Please also have a look at our sizing pages.
  • Q. How do I clean my bag?
    A. Here are the cleaning instructions for all of our bags:
    • Wrap the buckle to protect from water
    • Hand wash cold only with nylon brush
    • Use mild detergent
    • Lay flat to dry
    • No bleach
    • Once dry, spray WD-40 inside buckle
  • Q. What types pedals are your Pro Shoes compatible?
    A. All of our Pro Series shoes work with most SPD style cleats and pedals. We recommend Shimano SPD or Crank Brothers.

CUSTOM BAGS BACK TO TOP ↑

  • Q. Can I customize, change, or add something to the bag that I own?
    A. At this time you are able to design a custom Citizen Messenger bag. We hope to expand the options for the custom program in the future. Please sign up for our newsletter if you would like to receive updates about the custom program or any promotions we might be having.
  • Q. Can I make a Custom Bag online?
    A. We are currently revamping our online Custom Bag program to better serve you. Please visit a Chrome HUB to make a custom bag until we bring this back online Summer 2013.

Sponsorship and Familia BACK TO TOP ↑

  • Q. I am interested in having my event sponsored by Chrome.
    A. Please send an email to us detailing your event. Chrome receives a high volume of sponsorship requests and proposals so please do not be disappointed if we are unable to help.
  • Q. How do I join the Familia?
    A. If you have to ask, it's not you. But if you're a truly bad ass in the City living the brand, then don't worry, we'll find you.

Retailers BACK TO TOP ↑

  • Q. Have you got any retail partners around the world?
    A. Chrome has a number of retail partners in the US, Canada, UK and Japan, see our list of stores to find the one nearest to you.

Backdoor Final Sales BACK TO TOP ↑

  • Q. Are backdoor sale items returnable?
    A. All backdoor sale items are final sale, meaning we are unable to take them back for returns.

Price Adjustments BACK TO TOP ↑

  • Q. Do you honor price adjustments?
    A. Yes, we will honor a price adjustment for your online purchase within 10 days of the new price.