Customer Service

Product Warranty

Every ChiaoGoo product purchased through an authorized ChiaoGoo dealer carries a product lifetime guarantee from manufacturing defect.  Our guarantee does NOT cover normal “wear and tear” from years of use, accidents, misuse or abuse.

The following products do NOT qualify for replacement:
* Donated items
* Show or sale samples
* Discontinued items (including those purchased at Tuesday Morning retail stores)
* Items not purchased through an authorized independent retailer

Kinked red, blue or silver cables are not covered under our warranty.  There is a multi-strand steel cable inside the nylon that will hold a kink if compromised or pinched.  Our TWIST red, blue X-Flex and silver SWIV360 cables are memory-free, meaning they come out of the package virtually straight without any coil.  They are not kink-free.  This product should be used and stored carefully.

END CONSUMERS / INDIVIDUALS:  If you live in the US and have purchased a CG product from an authorized US retailer that deems replacement (per above), you have two options: 1) Contact the retailer you purchased the product from and see if they are willing/able to replace it for you; 2) Click “Replacement Request” on the left side of this page, complete the form, attach a picture(s) and click “submit”.  You will receive a response within 48 hours with questions or further instructions.  If you do not receive an email promptly, please check your spam folder.

End consumers outside of the US should contact the retailer they purchased the product from for a replacement.  Note: It is important that you know the policies of the retailer you are purchasing from.  We highly recommend you purchase product from a local needle arts retailer or, at a minimum, one in your own country.

RETAILERSThose in the US can either contact us OR the distributor you purchase our CG products from for assistance with a product that has a manufacturing defect.  Retailers outside of the US must contact the distributor they purchased the product from for assistance.  Note: If you sell to individuals outside of your country you are expected to assist your customer if there are any product warranties.

Any additional questions or concerns can be directed to