FAQ

We hope you’ll be delighted with your order, but we understand that sometimes you may have a question or an issue with your order. At Tilinium Studio, we want you to be completely satisfied with your order. We will do our best to make things right.

Q:  Do you ship internationally?
A:  We currently are shipping products only to the United States of America. 

Q:  How much is shipping?
A: Shipping is based on weight, shipping method selected, and your shipping address. You can check this information on your shopping cart before checkout.

Q: When will I receive my order?
A:  Orders usually arrive in 7-10 Days. Carriers may make this a little sooner or a little later. We provide tracking and assistance to all our customers. Tilinium Studio is not responsible for carrier delays or lost packages by the carrier. **During the Holiday season, late November and December, all orders are shipped out within 4-8 business days due to high volume.**

Q:  Can I cancel my order?
A: All of our products are printed on demand, especially for each customer at the time the order is placed. Orders may be cancelled if they have not entered into the printing process, typically within 2 hours of order placement. Orders that have begun printing will be fulfilled normally and may not be cancelled. Cancellations are made at the sole discretion of Tilinium Studio. 

Q:  What if I order the wrong size, color or change my mind?
A: Please review your order carefully before you check out to ensure your order is correct. Our products are unique and custom-produced only once your order is received. This is why we cannot accept returns or exchanges if a customer has ordered the wrong size, color, or simply changed their mind. 

Q:  What if I make a mistake on the delivery address?
A: Please review your order carefully before you check out to ensure you have provided the correct address at checkout because if there is incorrect or missing information which we can detect on our end, we may attempt to contact you for an update on the delivery information, which can cause delays in delivering your order. We are not responsible if your order gets delivered to the wrong address or returned to sender (as all of the items would be donated right after they come back to our warehouse).  If you contact the final mile carrier after the order has left our warehouse and ask them to forward or redirect your parcel, we are not responsible if that parcel gets lost, stolen, or damaged.

Q:  I didn’t receive my package. What now?
A: If your tracking number states your order was delivered, but you claim you did not receive it, we have to rely on the tracking number. We would require you to provide a claim ID from the local post office and validate it. As soon as the review is complete, we will be sending a replacement.

Q: Do you accept exchanges/ returns?
A: We will issue returns/ exchanges in the following cases:

- The wrong item was received in terms of color, size, or model
- The product has arrived in a damaged condition 
- The item arrived in poor quality 
 * Returned products to be shipped at customer's expense unless items arrived damaged or incorrect print, color or size.

Q: What If I receive a damaged or defective item?
A: We really want you to be happy with your purchase! In the unlikely event that you receive damaged or defective goods we will replace them or issue a full refund (including the original postage) if you contact us to file a claim within 7 days of product delivery so that we can evaluate the issue and make it right. We cannot help you after a week or if the item has been worn/used. To file a claim, please send an email to sales@tilinium within 7 days of receiving your order, and include all of the following:

1) type “RETURN REQUEST” in the subject line

2) include your ONLINE ORDER NUMBER. Please note that we can only process claims for damaged/faulty goods with a valid online order number.

3) include up to five (5) clear photos of the product, showing the issue. Accepted formats include JPEG, JPG and PNG (up to 15 MB each). There is no need to return the damaged product.

4) Include your full delivery address

5) If your claim is in regards to a print size or placement issue, please include a measuring tape, stick, or ruler in the photographs of affected items.

6) If some of your items are missing, please provide us an image of the received package's cover including the detailed shipping label so we can forward to our production partners to investigate the problem

Please allow up to 14 days. We will review the photos and, if your item is eligible, we will respond via email to send you a Return Authorization Number and process an order to re-send the product to you for no additional cost to you. If needed, we will provide instructions for how to return the goods to us.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Please note that our products are customized and manufactured under market demand; thus, they are not always available items. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).

If more than 15 business days have passed since we’ve emailed you an approval for your return, please contact us at sales@tilinium.com

Goods purchased from any other store must be returned to the store where they were purchased.

Unfortunately, we cannot accept returns on sale items or certain types of items, such as gift cards and mystery boxes, undergarments, baby wear or swimwear.

You can always contact us for any return question at sales@tilinium.com