FAQs
FAQS
WHERE IS MY ORDER?
Has your Order Processed for Shipment?
Orders typically ship out within the allotted 1-3 business days (this does not include weekends or holidays). Some orders can take up to 5 business days. Please allow 24-48 business hours for your tracking information to update on the carrier's site once received. Pre-ordered items are not processed and shipped until the official release date.
If the applicable processing time has passed for the shipping method you chose for your order, please contact us so that we can look into this for you!
Has My Order Shipped Already?
Please double check the shipping option you selected and the processing times. If your order has shipped you should have a tracking number via email or the channel you used to place your order.
The items I chose have different delivery dates, when will they arrive?
The delivery dates on each product page are estimates. If you have selected items that have different delivery dates then you should expect the items by the latest delivery date.
CAN I USE A DIFFERENT DISCOUNT CODE?
Unfortunately, orders that have already been placed cannot be changed and discounts cannot be added after a purchase has finalized.
I RECEIVED A DAMAGED PRODUCT.
All products go through quality inspection prior to being put in the mail. If the item was damaged in transit, please contact the carrier to file a claim. We do not accept returns on items damaged in transit. The carrier will review the claim for reimbursement.
USPS: https://www.usps.com/help/claims.htm
UPS: https://www.ups.com/us/en/help-center/claims-support.page
I RECEIVED THE WRONG ITEM.
We want to make this right for you so please contact us so that we can assist you. Please be sure to provide us with the following information:
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Provide the order number associated with the item(s) in question
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Provide clear photo(s) of the incorrect item(s)
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A detailed description of the issue with the item(s)
You will need to report your incorrect item received within 3 calendar days of your package delivery date.
REQUEST A RETURN
CAN I CANCEL MY ORDER?
Regrettably, we cannot cancel or make any changes to your order. This could include but is NOT limited to:
- Billing or shipping address updates
- Addition or removal of items
- Change in color/size of items
- Addition or removal of a discount code
- Order cancellation requests (including, but not limited to, pre-orders)
- Shipping method changes
WHERE IS MY REFUND?
Refunds are issued to the original form of payment used on an order in the event that your order:
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Is canceled by Tian Zevon
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One or more of your items sold out since your order was processed
How can I use my store credit?
When you receive your store credit by email, please keep record of the information as you will need to input it at checkout. Using the code on your store credit email, input it into the “gift card” field at checkout. The balance will be applied to your order.
If you need to check your remaining balance, you may place a high $ value item in the cart and apply your code. This will show the remaining balance. Otherwise you may contact our support team.
My tracking number has not updated.
Please keep in mind all delivery timeframes are estimates and not guaranteed. The carriers work hard to deliver your order in the specified time windows. Tian Zevon does not have any additional information regarding the location of your package outside of what you see on the carrier's tracking page. Rest assured, if you have been provided with a tracking number, your item has been shipped. Please direct all questions and concerns on items in transit to the carrier provided in your shipment confirmation email.
My item is on backorder, how long before I receive it?
We process backordered items in the order in which they’re received. These items generally deliver to you in 2 weeks. Placing your order early will ensure you are earlier in line for highly sought items. You are also able to take advantage of current promotional discounts.
Will my other items be delayed with my backordered item?
No. We ship all other items under normal processing timeframes so they are not delayed. This means you will receive multiple packages.
How long will it take to receive my pre-ordered item?
Pre-ordered items are processed and shipped after the listed release date. Pre-ordering an item secures your purchase and ensure you receive an item from the release before it sells out. You may also take advantage of current promotional offers before they expire by pre-ordering.