Frequently Asked Questions

Find answers about delivery, returns, payment, sizing, outfits, products, orders, customer service, and more.

If you still need help, email help@chillfitrave.com. Support hours are Monday through Friday, 10 am - 6 pm ET.

DELIVERY

Where do I get my tracking numbers?
 

For customers with a ChillFit account, go to your "Orders" and click on the order you want to track, then click "Track the order."

For customers who checked out as a guest, you will get an email when we send you the tracking number; Please go to the Carrier's official website to track.

- Updated on 1/1/2025

If the package is returned by the courier because I did not pick it up in time, will Chillfit Rave be re-sent to me?
 

Unfortunately, we are not responsible for re-shipments if the customer forgets to pick up the package in time.

If you want the package to be re-delivery, please contact us : help@chillfitrave.com; there will be a re-shipping fee that cost on customers

- Updated on 1/1/2025

Can I change the address after submitting my order?
 

If the package has NOT be shipped it yet, we can assist you with updating your address.

Once the package has been shipped, we are unable to change the address on our end. The customer will need to contact the carrier directly. Please note that changing the address while the package is in transit may result in a longer delivery time.

- Updated on 1/1/2025

Can you send me a new package if my original one is lost?
 

Unfortunately we can not.

Please note that ChillFit Rave is NOT responsible for missing, stolen, lost, or tampered packages once they have been marked as delivered by the carrier. We are sincerely sorry for your lost, but once the package goes out, it will be out of our control

- Updated on 1/1/2025

Duties & Tax
 

We are NOT responsible for any duties or taxes incurred on your order. These charges are the responsibility of the customer, and we do not offer reimbursement for them.

- Updated on 1/1/2025

How long does my order take to ship?
 

It will take up to 48 hours to ship out except holidays. Please check below for Chillfit Rave exclusive holidays schedule.

- Updated on 1/1/2025

What if I didn't get my tracking numbers?
 

As we mentioned in the question "How long does my order take to ship?" if you didn't get tracking in that time, you are more than welcome to send an email to us with your NAME, ORDER DATE, and ORDER NUMBER. We will get back to you soon. (email to: help@chillfitrave.com)

- Updated on 1/1/2025

Where do you ship from?
 

Most of our orders are shipped from New Jersey, while a small number of orders to Asian countries are shipped from Hong Kong.

- Updated on 1/1/2025

What courier company do you use?
 

USPS Priority to Alaska and Hawaii.

UPS or Fedex to all other states in the U.S.

DHL, UPS or Fedex to all other countries.

- Updated on 1/1/2025

How long does the shipment take to arrive?
 

UPS/Fedex: After they pick up the packages, it will take one business day to New York State and New England Area. Estimated 2-3 business days to Northeast/Southeast and middle states. Estimated 4-5 business days to the west.

USPS: After they pick up the packages, it will take about 3 days to Hawaii and Alaska.

(We are providing information according to UPS/Fedex/USPS website, and we can not guarantee their delivery time)

- Updated on 1/1/2025

What if the package is lost?
 

If your ChillFit Rave order was marked as delivered by the carrier but you have not received it yet, we recommend taking the following steps:

First, double-check the shipping address on your order to ensure that it's accurate. If your address is missing important details, such as an apartment number or a digit, your package may have been delivered to the wrong address. In this case, we suggest contacting the carrier to gather more information about the delivery.

It's also worth checking with your neighbors to see if they may have received the package on your behalf. Sometimes, carriers leave packages with neighbors or building management if they're unable to deliver them to the intended recipient.

Please note that ChillFit Rave is NOT responsible for missing, stolen, lost, or tampered packages once they have been marked as delivered by the carrier.

If you've already received your package but something is missing, please send us an email: help@chillfitrave.com; we will assist you with more help!

- Updated on 1/1/2025

EXCHANGE, CANCEL AND RETURNS

Non-returnable/exchangeable Items
 

Any items marked as FINAL SALE on the website and tag;

All the purchases made at our pop-up shop.

- Updated on 1/1/2025

Can I return/exchange a final sale item?
 

Nope. All final sales are not returnable or exchangeable. No exception.

- Updated on 1/1/2025

Where can I find my store credits?
 

Your store credits are linked to the email address used to place your order. To use your store credits, simply check out with the same email address.

- Updated on 1/1/2025

Cancellation Policy
 

All registered customers can cancel their items anytime BEFORE shipping from the user portal.

All guest checkout customers can contact ChillFit Rave to cancel their items anytime BEFORE shipping to waive the shipping fee.

- Updated on 1/1/2025

Exchange, Returns Policy
 
  1. Please submit your Return Request within 10 days of delivery. We are If the period has passed, unfortunately we cannot offer you a refund.
  2. Please ship back the package ASAP to get refund on time.
  3. After we receive the return, please allow us 48 business hours to check the quality and make sure it is qualified the rule.
  4. We will refund you either to store credit or to original payment method with in 72 business hours of return delivery.

- Updated on 1/1/2025

Where do I return the order?
 

CHILLFIT RAVE INC. 1 Orient Way STE F-194 Rutherford, NJ 07070(Please make sure you enter "STE F-194")

- Updated on 1/1/2025

If I wanted to return my order, do I get my money back or do I get store credit?
 

For store credit: We offer a full refund plus 5 USD of bonus reward.

For refund to original payment: A 15 USD shipping fee when we sent the package to you will not be covered, which means that the amount of refund will be the amount you paid minus the shipping.

- Updated on 1/1/2025

If I wanted to exchange my order, when would you ship the new item out?
 

We do not offer exchanges. However, you can return the item for store credit and purchase the product again.

- Updated on 1/1/2025

What if I received the wrong item?
 

No worries. We will send you a new one for free. If you are having this issue, please contact us by email at help@chillfitrave.com.

- Updated on 1/1/2025

Will Chillfit send me return labels?
 

CFR-Provided Return Label:

  • If you select this option, we will generate a return label for you. However, please note that customers cannot choose the carrier when using a CFR-provided label. We will select the most cost-effective carrier available.

Self-Purchased Return Label:

  • You can also choose to purchase your own return label using the carrier of your preference.
  • Please make sure update the tracking number with us, you can find the link in your email. We will keep an eye on the return for you!

- Updated on 1/1/2025

Why my return is rejected?
 

At CFR, we pour our heart and soul into designing and crafting exclusive and limited collections. To ensure fairness and respect for all our customers, we cannot accept returns that do not meet our return policy.

Reasons for Return Rejection

Items may be rejected for return if:

  • The items are worn.
  • The tag is removed or damaged.
  • The items are damaged or have a stain.
  • The items have a strong odor.
  • The item is a final sale.
  • The freebie box we ship with the order is not returned.
  • Any freebies or promotional items included in the order are not returned.

Please note that any unqualified returns will be donated to charity. CFR is not responsible for re-send back any items which are not qualified.

Thank you for your understanding!

Update on 1/1/2025

PAYMENT

What payment methods can I use?
 

Credit / Debit Cards: Visa, Mastercard, American Express, Discover, JCB, Diners Club, China UnionPay, debit cards.

PayPal.

- Updated on 1/1/2025

Is my payment secure?
 

Your payment is verified and secured by Stripe.com.

"A PCI-certified auditor has audited Stripe. We're a certified PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, we use the best-in-class security tools and practices to maintain a high level of security at Stripe."

- Updated on 1/1/2025

Tax and currency?
 

Taxes are calculated based on your delivery address, and the currency is USD.

- Updated on 1/1/2025

SIZING

What size should I purchase?
 

Please check our size chart and if you still could not figure out, feel free to email us with the brand of your current wearing bra and your size. We are always here for help!

- Updated on 1/1/2025

OUTFITS

Customer Care and Quality Assurance
 

Get ready to shine and sparkle like never before with our exclusive handmade rave outfits! Each piece is crafted with love and attention to detail, using high-quality base bras adorned with beautiful rhinestones that we carefully stitch by hand.

Why Choose Our Outfits?

Unique Designs: Each outfit is one-of-a-kind, ensuring you stand out at every event.

Handcrafted with Care: Every rhinestone is meticulously placed to create dazzling, eye-catching patterns.

A Note to Our Customers:

While we strive for perfection, please keep in mind that these outfits are handmade. Due to the nature of handmade art, there is a small chance that some rhinestones might come loose if someone knocks into you or if your chains get caught on other clothing. However, rest assured that your outfit will still look fabulous, and we're here to help with any minor repairs if needed!

- Updated on 10/10/2024

What kind of bra do you use?
 

Starting in 2025, we custom-make a wide range of high-quality bra and panty bases in consistent sizes for all styles.

- Updated on 1/1/2025

CUSTOMIZATION

No Customization
 

CFR's customization has been CLOSED after 12/21/2024.

We DO NOT offer customization from 2025.

- Updated on 1/1/2025

CARING

How can I wash my clothes?
 

HAND WASH ONLY PLEASE.

NO SOAKING. NO MACHINE WASH/DRY. NO BLEACH.

All our handmade pieces are washable. Please carefully read the care tag on your outfit for specific instructions. We recommend hand-washing only and air-drying the garment. For pieces with rhinestones, please ensure to dry them thoroughly after washing, as prolonged exposure to moisture may cause rusting due to the natural interaction between metal and water.

- Updated on 1/1/2025

PRODUCTS

Can I get a restock notification email if I signed up for your email?
 

Yes! We will send newsletters every week for new designs, large sales or restock info!

- Updated on 10/10/2024

When do you restock?
 

We restock outfits before every large event, such as MIAMI MUSIC FESTIVAL, COACHELLA, EDCLV, HALLOWEEN...

- Updated on 10/10/2024

STORE

Do you have a physical store?
 

While we don't have a retail store, WOOHOO-we bring the shopping experience to you!

We host pop-up shops at large festivals every year, where you can explore our exclusive collections in person. Be sure to subscribe to our newsletter and follow us on social media to stay updated on upcoming events and locations.

We can't wait to see you there!

- Updated on 1/16/2025

ORDER

How can I find my order number?
 

An auto email will be sent after purchasing. The order number should be "OR-XXXXXXXX". You are always welcome to email us with any questions regarding your order.

- Updated on 1/1/2025

Why has my order been canceled?
 

There are different reasons we might cancel your order.

  1. If Striped showed us your payment method is HIGH RISK, unfortunately we will cancel your order right away for our business banking account safety .
  2. If you order something actually out of stock, we apologize for the inconvenience and we will cancel your order with a full refund to your original payment method.
  3. If you leave us a note that you need the outfit in a time that we can't make it delivered, the order will be canceled.

- Updated on 1/1/2025

What do I do if my parcel is damaged?
 

We are sincerely sorry that is happening. If your parcel is damaged, please contact us and we will try the best to help

- Updated on 1/1/2025

How can I know whether I successfully placed my order?
 

You will get an auto email. If not, please contact our customer service "help@chillfitrave.com" for more information.

- Updated on 1/1/2025

Missing or Wrong Item?
 

Please contact us by email "help@chillfitrave.com", and we are going to try the best to help.

- Updated on 1/1/2025

TECHNICAL ISSUES

I forgot my password/What do I do if I can't sign into my account?
 

No worries! Please try the "forget password" under the login button, feel free to contact us by email "help@chillfitrave.com" if you still have any issues.

- Updated on 1/1/2025

I signed up for your email, but I didn't receive the welcome email. What should I do?
 

We use MailChimp as our email newsletter platform, and unfortunately, we can not control if their platform is working smoothly. However, you are welcome to email "help@chillfitrave.com" for the code manually.

- Updated on 1/1/2025

CUSTOMER SERVICE

Working Hours
 

Our team works on Monday to Friday 10AM-6PM ET, expect our holiday hours:

NEW YEAR : Jan 1st

MARTIN LUTHER KING DAY: Jan 20th

LUNAR NEW YEAR: Jan 29th

SUMMER BREAK: May 19th -May 23rd

JULY THE 4TH: July 4th

LABOR DAY: Sept 1st

THANKSGIVING/ WINTER BREAK: Nov 24th- Nov 28th

CHRISTMAS HOLIDAY: Dec 22nd- Dec 26th

- Updated on 1/1/2025

2025 Holiday Schedule
 

HOLIDAY: CFR DAY OFF DATES for 2025

Please note that we do not work on these days. Giving our employees rests are the best ways to boost!

NEW YEAR : Jan 1st

MARTIN LUTHER KING DAY: Jan 20th

LUNAR NEW YEAR: Jan 29th

SUMMER BREAK: May 19th -May 23rd

JULY THE 4TH: July 4th

LABOR DAY: Sept 1st

THANKSGIVING/ WINTER BREAK: Nov 24th- Nov 28th

CHRISTMAS HOLIDAY: Dec 22nd- Dec 26th

- Updated on 1/1/2025

FREEBIE BOX

What is CFR Freebie Box
 

CFR always spoils our customers!

If you purchase over 129USD, you will get a box/pack of freebies! Please notice that the freebies are first come first serve and if will not be exchangeable or returnable.

In this box, you will find a lot of accessories you might like for festivals or even daily :)

- Updated on 1/16/2025

Why didn't I receive a freebie box?
 
  1. Freebie is not available for any order under 129 USD.
  2. If you choose to have our special promotion such as buy rave outfit, get bikini free, the freebie box will not be sent as extra.

- Updated on 1/1/2025

What's included in the freebie box?
 

It's a surprise for you. We can't tell you now;)

- Updated on 1/1/2025

How much do I need to spend to get the gift?
 

Every order over 129 USD will receive a freebie box.

- Updated on 1/1/2025

Can I specify what gift is in the box?
 

Nope. The gifts in the freebie box are random, so it will be a surprise.

But what we can let you know now is that we will send different freebies according to the season. The gifts of each season are limited and first come first served.

- Updated on 1/1/2025