Frequently questions asked
Have questions about our products, or services? Find answers to the most common.
1
Why have i not received my goods ordered?
Generally, we need about 1 to 2 working days to process an order before sending it out. However, if you request the customization service or monogramming service, please allow four or more working days in the processing time.
Once items are shipped out, we will send you a shipping email. And you can also track your order via Track Order Details at the below of the website or through logging into your account.
The shipping time may vary from country to country. If there is no tracking number updated or the tracking information does not update for about five days, please feel free to contact our email Melody@tinya.shop
2
What should I do if I did not receive a confirmation email?
Our confirmation letter is sent out automatically by our ordering system.Contact us immediately if you have not received a confirmation email within 12 hours of placing your order and yet have the payment charged from your credit card/Paypal account. We will confirm your order on our site and send you another confirmation email with your order number and order details.
There are a few possible reasons that could cause this to happen:You have entered an incorrect or not frequently used email address when registering on our website. Since our confirmation emails are sent to the email address you registered with us, the letter will be lost.
You used the express checkout feature, which uses the email address associated with your Paypal account. This email address may not be the one you currently use, and it is recommended that you check both for our confirmation email.
Some email systems have filters that classify our email as junk mail to not get to your inbox. However, it is recommended that you look into your junk mail folder before contacting us, as there is a big chance your email system simply blocked it.
3
Why didn't I get an email about my order being shipped?
The shipping notification email is sent out automatically by our ordering system once your order has been shipped out. If you confirmed the order status as shipped, but didn't receive the shipping notification, you may have entered your email incorrectly or it could have been sent to your spam folder. If you still couldn't find the shipping notification, please contact TINYA customer service atMelody@tinya.shop, Any questions, reply within 24 hours.
4
How do I cancel an order?
The first thing to do is send us an email with all the necessary information stating you wish to cancel your order.
We cannot cancel orders which have been shipped out.In other words, once you receive our shipment notice, the order cannot be canceled. Then please wait for your package to arrive and you may either keep it or contact us for return/exchange.You will have to be responsible for the postage required to send the original item to our collection warehouse.In the case of a return, your payment will be refunded to you after we confirm the reception of the order at our collection warehouse.
Delivery
1
Do you ship internationally?
Yes, Tinya Ships to most countries and regions worldwide and will provide you with the tracking information after your order ships out.
Any Questions, please feel free to contact us via email atMelody@tinya.shop
2
What should I do if I'm not at the shipping address when my package is delivered?
If you are not home to sign for your package, you are suggested to contact the carrier directly to schedule a new delivery appointment or nominate a Safeplace or pick it up from your local shipping location later.
Redirect your package to another location, an additional fee may apply.
If you need any help, please contact us via Chat or through our Contact Us page, or contact our email at Melody@tinya.shop
3
How to change my shipping address?
The first thing to do is send us an email stating you need to change your shipping address.
Here is the email address:
Generally, we can only update your shipping address before shipment. To ensure that your package can be properly delivered, please ensure that your address is complete and correct with all information including apartment/suite/room numbers.
Please kindly note we are unable to cancel an order after shipment. Please keep an eye on your order status to make sure you can receive your order.
We appreciate your understanding.
4
How come my package shows delivered but I have not received my package?
We suggest you look around for your parcel first. For example, you can ask your neighbors if they see your parcel or check the condition with the entrance guard. Also, you should contact the local express company for further information. If you still haven't found your parcel, please contact us. We will try our best to help you solve the issue.
Return
1
What if I received a defective/wrong/stained item?
If you have received a defective or stained item or a wrong item you did not order, pleasesend us an emailwe will get back to you within 24 business hours generally.
Please make sure not to return anything before sending the message so we can process the return for you and provide you with the necessary information for the return.
When sending the message, please enclose the order number, a description of the issue, and a few clear photos to show us the exact problem.
We will get back to you as soon as we can.
2
What is the status of my return or exchange?
Most returns can be processed within 3 business days after we receive your package.
If you return for a refund, it will be issued to your original payment method within 3 to 5 business days of receipt of your item(s). Refunds cannot be returned to alternate cards or different forms of payment. Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout.
If you return for exchange, the replacement order will be dispatched within one week.
Note: Please make sure to keep the tracking number or return receipt for checking.
We apologize genuinely for the inconvenience caused and thanks for your kind understanding.
3
What is your return policy?
We understand that not every purchase works out, which is why we offer a 30-day return policy to guarantee 100% satisfaction. We've made the return process super easy.
1. We accept returns postmarked within 30 days of receiving your item date. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
2. The following items cannot be returned, refunded, or exchanged: ①Items on clearance,②Customized Items.
3. Items must be returned unworn, unwashed, and undamaged with all original tags attached. We do not accept a returned item that’s worn, damaged, washed, or altered in any way.
4. We do not accept returned items that were sent back by you directly without checking with us first. Note: Please make sure that you will return the package to our agreed return address. Or it will affect the processing of your return.
4
Will I get full refund for my return?
We will offer afull refund for you on all returned items that are unworn, unwashed, undamaged with all original tags attached. (exclude return shipping fee and unreturnable items)
Coupon codes will not be refunded as monetary value.
