Q: Where are you based?
A: We are based in beautiful Southern California! All of our items are kept in our facility here and are shipped from here also.
Q: How long does it take before my item is shipped out?
A: US based orders can take up to 48 hours - or 2 business days - to process and ship. Every item is meticulously hand inspected - every hem, every seam, every clasp, is checked to make sure our clients receive their items in top notch shape. Orders that come in on Friday afternoon after 12pm PST or over the weekend or holiday will not ship out out until the next business day.
Q: Do you do international shipments?
A: Yes, but please note: we use USPS for shipping overseas. Often times your package may get held up in customs and may take up to 90 days for it to reach you. If you'd like to use an alternate shipping method such as FedEx or USPS to receive the item quicker, we can customize a price for you. Just shoot us an email at firstname.lastname@example.org. We do not work with DHL.
Q: How can I return my item?
A: We take all returns as long as they are returned within 14 days of delivery of item. Each item has a tracking number that notifies us when an item is delivered. We offer free returns on all U.S. orders. You can read our return guidelines by clicking on the link here. For international orders, we do not provide prepaid labels. Customer is responsible for their own return postage. We highly recommend obtaining a tracking number for your items to ensure it reaches us.
Q: Do you offer exchanges?
A: Absolutely! We can make an exchange if the item is in stock. To ask for an exchange, simply send an email to email@example.com with your name and order number and the new size you need. One of our team members will assist you!
Q: How do preorders work?
A: We offer items that are listed as preorders - meaning they haven't arrived yet but you have the chance to reserve an item ahead of time. Preorders have estimated arrival times listed under each item. Those arrival times are when the item will reach our facility. Rarely, a preorder item might be delayed due to weather conditions or during a busy holiday season.
Q: How can I get a hold of someone?
A: Easy! We have a team member assigned to our Chat on our website so you can chat online live, or you can email us at firstname.lastname@example.org, or call us at 855-SHOPTLR.
Q: What are your business hours?
A: We are open Monday-Friday, 9am-4pm PST. We are closed on all major holidays and on Sundays, however our customer support can still be reached via email at email@example.com when we are closed. We will respond to you as soon as possible!