CONTACT US
CUSTOMER SERVICE
You can find answers to our frequently asked questions (FAQ) below! If your question is not answered below, please send us an email and be sure to include your order number for quicker assistance. Please allow up to 48 hours for a response during normal business hours. This does not include weekends or holidays.
ORDERS@SHOPTIMELA.COM
SOCIAL MEDIA/PR
Are you a beauty blogger or makeup addict with a large, interactive/engaging following on Instagram or Youtube? If so, we would love to hear from you!
Please keep in mind, we receive many emails regarding social media and PR on a daily basis. Therefore, to limit too many inquiries, we are currently only looking for accounts with at least an interactive following of 80k or more. If you believe you fit this criteria, please send us an email with your social media links and contact information. You will receive a response if there are any opportunities available!
PR@SHOPTIMELA.COM
WHOLESALE INQUIRIES
Want to carry our stuff in your retail store? If so, thank you for your interest, and we would love to hear from you!
Please send an email to SALES@SHOPTIMELA.COM for consideration on opening a wholesale account. Be sure to include your business name, address and photos of your store, website, and any social media links to save time. All inquiries will require approval by a sales manager prior to placing an order.
FREQUENTLY ASKED QUESTIONS (FAQ)
1. I DID NOT RECEIVE AN ORDER CONFIRMATION, BUT THE PAYMENT WAS TAKEN OUT OF MY ACCOUNT. DID MY ORDER GO THROUGH?
-An order confirmation confirms that we have received your order, and your payment. If you have placed an order and did not receive an order confirmation, it may be due to an incorrect email address, or it ended up in your spam! Make sure to double check that folder. Other reasons may include your order not going through. If you're still unsure, just send us an email with your full name used on the order, or your order number if you have it, so we can confirm and resend your order confirmation.
2. I KEEP GETTING A FOLLOW-UP EMAIL ASKING ME TO VERIFY MY BILLING ADDRESS... WHAT IS THIS?
-This is a follow-up email requesting your billing address for security purposes. When you enter a billing address during checkout, it MUST match the same billing address associated with the card. If you have moved recently, your card may still be tied to a previous address. Either way, you must respond within the given time frame stated in the email, or this will result in a cancellation of your order. We take security very seriously, and will cancel orders that are not verified. We strongly recommend taking your T I M E entering in all correct information at checkout to avoid this from happening on any future orders. You can also sign up for an account to save your address for faster checkout.
3. I NEED A DIFFERENT SIZE. CAN I EXCHANGE MY ITEM?
-All sizes and measurements have been posted on each item description. These are meant for reference, and will not always be 100% accurate. Most of our items run true to size and the fit will depend on the style of the shirt (i.e. flowy, baggy, fitted, etc.). Please understand that all items are not printed until they are ordered so we don't have extra stock to swap out for exchanges. Therefore, all sales are final. In addition, we are NOT responsible for any mistakes made by the customer during checkout. Always double check your order before confirming your payment to avoid discrepancies.
-We make/print each item to order, so whenever your order is placed, we order the materials and schedule your item(s) into production. That is why there is usually a wait period in between the time your order is placed, and the time that we ship it. We work as FAST as we can, but we have a start-to-finish process for each and every product before it is shipped out. We appreciate your patience while we make your order just for you! :)
By purchasing from our website, the customer agrees to these Terms & Conditions. If you have a concern regarding your order, please contact us at orders@shoptimela.com and we will do our best to offer a solution!
4. WHAT IS THE STATUS OF MY ORDER? WHY IS IT TAKING SO LONG?
-If you have not received a shipping confirmation, that means your order has not yet been fulfilled because your items are still in production! As stated in each product description, cart page, order and shipping confirmations, we do not carry stock of any products on hand. Once an order is placed, we order the materials needed for the item(s), and then create a printing schedule for the week to produce each design that was ordered the week prior. This is why orders do not typically ship within 1-3 business days like most other companies. However, we usually have a fairly quick turn-around for most orders! We kindly ask for your patience while we screen-print your items in our warehouse. This can be a lengthy process, but the end result is high-quality and fresh off-the-press products! We have many orders to go through each day, (especially during the holidays!) and we like to take great pride in producing each customer's order! We appreciate your patience and understanding! ♡
By purchasing from our website, the customer agrees to these Terms & Conditions.
5. MY ORDER ARRIVED BROKEN/DAMAGED. CAN I GET A REPLACEMENT?
-We would love to provide a replacement for you, as long as all damages are reported to us via email within 48 hours of the delivery date found on your tracking number. Please be sure to include photos and your order # in your email for faster assistance. It should be noted that after 48 hours, we cannot be responsible for damaged items due to shipping.
To avoid this situation, we strongly recommend to examine your items as soon as you receive them.
6. I CAN'T FIND MY SHIPPING CONFIRMATION.
-If you did not receive an order/shipping confirmation, you may have typed in a different email during checkout, which is where your emails were sent. If you still cannot find your order/shipping confirmation, please send us an email with your order number and we will be happy to adjust it and resend your confirmations to you!
7. CAN YOU MAKE THIS SHIRT IN A DIFFERENT COLOR/STYLE/DESIGN?
-We are happy to print our designs on other garments we offer! See a design on a tee, but you want it on a hoodie instead? No problem! Just send us an email and we will custom print it for you! However, we cannot change the color of the design, or the item it will be printed on. For example, if we offer a design on a black tee shirt, we cannot print it on a white hoodie instead of a black. The reason for this is that color changes in production do take time and interrupt a smooth production line. In addition, some designs are meant to be on certain colored items for a reason (i.e. we cannot print black ink on a black shirt or you won't see it!). Therefore, we limit the design to be the same color as offered on our site, and on the same colored clothing item.
8. DO YOU OFFER INTERNATIONAL SHIPPING?
-Yes, we ship to select countries at this time. Please note that your country may require custome duty fees to receive your package. This is due to the laws for international packages in your country and is out of our control. The customer is responsible for any duty fees. Failure to pay or “refusing” the package will result in the package getting sent back to our warehouse. We do not recommend doing this as we require a reshipment fee for orders that are sent back to our warehouse for any reason. Once an item is purchased and shipped, It belongs to the customer. We do not keep finished goods on hand for exchanges, and our items are printed to order. Therefore, we cannot accept returns or exchanges. We recommend simply paying the duty fee to receive your package of goods that was already paid for, rather than lose the goods, not receive a refund of any kind, and receive an invoice for a reshipment fee.
9. WHY IS SHIPPING SO EXPENSIVE?
-Unfortunately, we don't control shipping rates. They are set by the United States Postal Service aka USPS.
10. MY ORDER SAYS IT WAS DELIVERED, BUT I DID NOT RECEIVE IT...
-Since all items are made to order, we don't have blank materials on-hand to produce a duplicate order. Once an order has been shipped, it is USPS' responsibility to deliver it your destination. We are not responsible for packages that are lost or stolen once they have been marked as 'delivered'. USPS will ONLY mark the item delivered if it is indeed scanned and placed in your mailbox or hand-delivered to someone at the address you input during checkout.
By purchasing from our website, you agree to these Terms & Policies.
11. I NEED TO HAVE MY ORDER SHIPPED TO A DIFFERENT ADDRESS!
-You can only change your shipping address if your order has not been shipped yet. Please send an email to ORDERS@SHOPTIMELA.COM with your order number and the new address you would like us to ship to.
By purchasing from our website, the customer agrees to these Terms & Conditions.
12. I'D LOVE TO PROMOTE YOUR STUFF! DO YOU DO SPONSORSHIPS OF ANY KIND?
We appreciate all the support and interest in our products! As a small brand, we would love to be able to send out free product all the time! However, this does require money and time. Therefore, we are very selective of who we choose to collaborate with and typically will do the reaching out ourselves. You are welcome to send your information to PR@SHOPTIMELA.COM. However, please do not send more than one email. If we are interested, we will respond to you. Thank you for understanding!
13. WHAT SHIPPING CARRIER DO YOU USE?
-USPS First Class/Priority for both Domestic and International orders. The type of service, and shipping fee depends on the weight of your order. The more items added to your order, the heavier it will be, and the higher the shipping fee will be.
14. I NEED TO CANCEL MY ORDER.
-We are sorry to hear that you have changed your mind! As you know, our method of production and inventory is on demand. Therefore, we make each item to order. Putting together a schedule for production of the week is a long tedious process and can take up a lot of time, which is why we have a warning of 14 business day wait time. Not to mention, we probably already ordered your blank materials to print your order! Canceling an order halts production and causes further lost time for us to remove your order from the production line. If you decide to cancel your order, there will be a 40% restocking fee. This warning is also stated in your order confirmation. You can send an email to orders@shoptimela.com to cancel your order. Be sure to include your order # for faster assistance.
By purchasing from our website, the customer agrees to these Terms & Conditions.
