GENERAL INFORMATION

 

Tilami wanna make sure every package is timely delivered, kindly make sure that your address is correctly entered and includes all required information. Correct usage of abbreviations, right entering of street numbers, building and apartment numbers is important for ensuring proper delivery. Tilami will not hold responsibility for lost, misplaced, or incorrectly delivered shipments, if the address information is incorrectly provided at time of ordering, we appreciate your understanding in this.

 

At this moment, Timali is mostly operating its business in U.S., all U.S. orders will be shipped out from our U.S. warehouse, and generally the shipping time takes 4 to 7 days. For international shipments, the goods will be shipped from our factory place which is in China, on behalf of the consignee/buyer. The consignee authorizes to import the goods on his behalf. Further, the consignee/buyer agrees may delegate the obligation to import the goods on his behalf to a subcontractor(e.g. customs broker). The consignee will pay the taxes & duties in addition within the purchase price of the goods.

 

PROCESSING TIME

All orders are subject to processing time that is separate from its actual delivery time. Depending on a number of factors, standard domestic orders may take 1 to 2 days, and international orders may take up to 3 days(including Saturday, Sundays, and Holidays) to process.

 

Shipping rates & Timelines

The estimated period for processing, transit, and final delivery are included here for reference.

Please note that orders to US destinations may take 4-7 business days from the date that it is shipped out, not necessarily from the date that it is placed, depending on the shipping method selected and final destination of the order. Orders to international destinatuons may take 7-12 days from the date it is shipped out.

 

When your order has been shipped, you will receive an email with tracking information from Tilami.

 

For U.S. Domestic & International orders, we will use USPS, UPS or DHL to ship to most locations. Alternative carriers may be selected at our sole discretion to meet shipping requirements. Your final shipping cost is displayed at the point of checkout.

 

SHIPPING FEES

Shipping fees are non-refundable. If you refuse any shipments, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. This amount will be deducted from any credit issued.

 

DELIVERY CLAIMS

If you didn’t receive the package or your tracking information states that your package was delivered by the carrier but you have not received it, kindly contact us within 10 days to file a claim. We will help work with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used). If finally the item still does not reach to your place, we will re-ship the item to you.

Please note that Tilami does not hold responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered, although at most times, we can help with a free item. Thank you for your understanding.

 

OUT OF STOCK ITEMS

If your order includes multiple items and one (or more) of the items are out of stock: we will go ahead and ship the rest of your order, and contact you through email and confirm with you for replacement to the items that in stock, or issue back a partial refund.

 

Common Q&A

1. Where are the items are shipped from? 

Standard U.S. orders will be shipped from our California-based warehouse, international orders will be shipped from our manufacturing plant, which is in CHina.

2. I just placed an order, when will it be shipped?
Please allow 1 - 2 business days of processing and production time for your order to ship out. 

3. Where can your items be sent to? Do you provide international delivery?

Currently we ship to provide U.S. shipment(Except Puerto Rico), and it is free shipping. And we do accept international orders, yet due to the large place our item takes, there will be extra amount of shipping charge.

4. What is the shipping cost, and do you provide free shipping?

We provide three kinds of shipment:

  • Standard shipping - Free Shipping
  • 2-Days Express Shipping - shipping fees depends on the item weight and distance.
  • 1-Day Express Shipping - shipping fees depends on the item weight and distance.

5. How long is the shipping time?
U.S orders will be shipped via USPS & UPS and International Orders will be shipped depending on the fulfillment center the product is from.

  • Average transit time to the United States: 4 - 6 Days
  • Average transit time to most international destinations: 7 - 12 Days

There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company.

5. Will I receive a tracking number?
We provide tracking info for every order. Tracking will be available once your product is shipped, and will be sent to you from our website mailing system. Each individual product may be shipped from different fulfillment centers across the globe as our product research team spends the time to source for quality yet affordable products.

6. Can I cancel my order?
You are able to cancel your order with no penalty! You must cancel your order 24 hours after creating it for the cancellation to be applied. If the item has already shipped, please email service@tilamius.com. All you need to do is send us an email with the subject line "CANCEL".

7. I have entered an incorrect address!
If you have misspelled or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct information. Notify us immediately via email at service@tilamius.com. If the address is wrong, we can correct this within 24 hours.

8. My item arrived damaged. 
We do ship every item with extra padding. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment.

If this happens to you, please contact with:
    - Your order number.
    - A picture of the damaged product.
Once received, we'll be happy to send out another free of charge.
9. I have a question that wasn't answered, can you please help??

If we still haven't managed to answer your question please feel free to contact us  and we will reply within 24 hours :)

For any other enquiries, you can reach us by emailing us at service@tilamius.com