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Frequently Asked Questions

You ask and we answer. Everything you need to know about your new favorite home barware and infusion kits.

What is my order number?

Order numbers start with the letter H followed by a sequence of 6 numbers. You can find this in the original email confirmation. 

If you received your order as a gift and do not have access to the order number, we will need more information about the sender to locate this for you. Please include the sender's name and email address that was used to place the order.

Can I cancel or change my order once I’ve placed it?

Our fulfillment team is usually able to get orders out the door within 3-4 business days. Your order confirmation email will include a link to change or cancel your order. If you require any further assistance please reach out to our support team here.

When will my order ship? 

We aim to ship all orders within 3-4 business days. Carrier transit times depend on your location, but most orders arrive within 4 days. 

Our fulfillment team takes a well-deserved break on the weekends, but rest assured any orders placed over the weekend will be prioritized the following week. 

What is your return/exchange policy? 

If you are not loving your Crew products, you have 60 days to return them for a full refund of the purchase price of the products. To be eligible for a refund, products must be unused and in their original packaging. Please reach out to Support with a photo and a brief explanation of the issue. Once your inquiry is received, we will assist with the next steps. 

To exchange items, you can send the original order back as a return and place a new order at your earliest convenience. Please note that the initial refund from the exchange will be processed once the returned item(s) are received.

It may take some time before your refund posts.  Reach out to your bank first if you believe your refund should have been received before contacting our Support team.

Do you ship to P.O. boxes? 

Sorry, but not currently. As we ship with UPS, we are unable to deliver to P.O. boxes or APO/FPO addresses. 

Do ship internationally?

We ship internationally to select countries and are currently in the process of expanding to more. If your country is not listed, please reach out to Support with any additional questions on the matter. Refer to the International Policy below for more information.

How do I properly care for my Crew and Chubby Bottles?

Designed for durability and reusability, our Craft Tech® Glass is built to last in tough environments––at home or within the industry. However, please be mindful that these are not unbreakable. We understand that accidents can happen; however, to avoid them we recommend proper and mindful usage. 

For proper cleaning of the Craft Tech® Glass bottle, place it on the top rack of your dishwasher or hand-wash with warm, soapy water. To properly clean the cap and removable base, hand-wash with warm, soapy water.

Why doesn’t my discount code work?

First, ensure you are using only one code at a time. Multiple codes may not be used at once for an order. Occasionally, promotional offers and discount codes will be available simultaneously, however, they are not eligible to be combined with other offers.

Additionally, please be advised that promotional offers and discount codes cannot be applied retroactively or back-paid once an order has been placed. If you are having difficulty applying a code, please reach out to Support before you place your order.

Crew Policies

International Shipping Policy

  • Abandoned Shipments: in the event that an international shipment is abandoned or refused by the recipient, we regret to inform you that refunds will not be provided. It is the responsibility of the customer to ensure that all necessary arrangements are made for the successful delivery of the package. This includes providing accurate shipping information and being available to receive the shipment or arranging for an authorized representative to do so.
  • Duties and Taxes: Please be aware that we are unable to calculate duties and taxes at the time of checkout. These charges are determined by the customs authorities of the destination country and are not under our control. Therefore, duties, taxes and any additional fees imposed by the customs authorities will be charged directly by the carrier at the time of import. It is the customer’s responsibility to be aware of and comply with the customs regulations and requirements of their respective countries. We highly recommend that customers familiarize themselves with the customs policies and procedures of their country before placing an international order. This will help ensure a smooth and hassle-free delivery.
  • International Returns: Unfortunately, we are not able to accept international returns. Please reach out to Support with your order number for more information.