Refund policy

This document defines the Return and Refund policy that applies to customers that make a purchase at Chicago Case.

Lost Packages

If you believe your package(s) is lost in transit, please contact us at sales@chellis.com within 3 days of estimated delivery date.  We will work with the carrier to resolve the issue as quickly as possible. 

Damaged Packages

If your item arrives damaged, contact us at sales@chellis.com as soon as possible. Shipping carriers enforce deadlines that may vary for filing damage claims.   We cannot guarantee carrier resolution if we are not notified right away. 

Please include your order number and clear photos of the damage and packaging. We’ll review your case and respond within 2 business days. 

Important: Don’t throw away the item or packaging until next steps are confirmed and instructions are given. 

This policy covers damage during shipping only, not wear-and-tear, abuse, misuse or any other types of damage not covered by our carriers. 

Returns & Refunds 

We want you to love your gear – but if something’s off, we’re here to help. 

Return requests from non-commercial customers for most unused items in their original condition and packing are accepted within the first 15 days of delivery.  

To begin a return request, contact us at ellis-pelicancontact@chellis.com with your order number, reason for return and the receipt for proof of purchase. 

We will review your request and notify you of approval or denial within 2 business days. 

If approved, we will provide you with instructions for proper return. 

Please Note: 

Return shipping costs are the responsibility of the customer unless the item is deemed defective or incorrect. 

Refunds are issued to your original payment method once we receive, inspect and approve the returned item(s). 

Please remember it can take time for your bank or credit card company to process and post your refund.  If more than 7 business days have passed since your approved return confirmation and you have not received your refund, please contact us at sales@chellis.com

Exchanges 

We do not offer direct exchanges.  If you need a different item or size, we recommend returning your original item, and once the return is accepted, make a separate purchase for the new item.