Shipping FAQ – Tiny Headed Kingdom

free domestic standard shipping on orders $39+

Shipping FAQ

**We do our best to process all orders within 2 business days of purchase - our daily orders are processed for this shipping as early as 7am AM CT Monday-Friday and we ship from Texas. The time it takes us to process and ship your order is not included in the UPS/DHL estimate for delivery times. Increased order volume for the holidays may impact timing.**

***International customers please be aware there may be import duty fees on your purchase due at the time of delivery that are determined and collected by the destination country ***

****We email order confirmations and shipping confirmations that include tracking info. Please check your SPAM folder if you have not received these emails.****

 

How long does domestic shipping take?

We do our best to process all orders within 2 business days of purchase - our daily orders are processed for this shipping as early as 6:30am AM CT Monday-Friday and we ship from Texas. The time it takes us to process and ship your order is not included in the UPS/DHL estimate for delivery times. Increased order volume for the holidays may impact timing.

Once packages leave our warehouse, DHL and UPS provide estimates for delivery speed. Please note that these are only estimates and neither DHL nor UPS provide shipping speed guarantees on any shipping method other than overnight delivery. Standard Domestic U.S. orders typically take 5-10 business days to arrive once packages leave our warehouse. This range may vary due to the impact of severe weather patterns, peak holiday season volume, etc.

Please note that a business day does not include Saturdays, Sundays, statutory holidays, or any holidays observed by Postal Agencies.

If your package is in transit and you have tracking information, then you have the same information we have on your package's progress!  

 

Lost or Missing Packages

If your tracking number indicates that your package has been delivered, but you don’t have it yet, it could be because it was misdelivered to a neighbor’s mailbox/ home, or that the package was erroneously scanned your package as “delivered” once it reached the post office closest to your home. In cases like this, it typically takes a few extra business days for your package to get into your mailbox. If you do not see it within 2-3 days after getting the “package delivered” notification on your tracking number, please contact customer service and we will be happy to help you! 

 

How long does international shipping take?

We do our best to process all orders within 2 business days after purchase, and we ship from Texas. A business day does not include Saturdays, Sundays, statutory holidays, or any US holidays observed by Postal Agencies.

International orders with standard shipping typically arrive 11-15 business days (Mon-Friday) after orders are shipped. Please note that there are sometimes courier and customs delays beyond our control, so this time frame is an estimate. 

THK is not responsible for any customs fee or taxes levied by destination countries. If you are interested in purchasing a tiny headed pal from a far away land, please understand any fees you may incur prior to making your purchase.  Please note that if your country code is not available in the shipping address options, we do not ship there. 

How much does international shipping cost?

International Shipping Prices vary depending on shipping destination & how many products are purchased. International Shipping prices increase based on weight, package size, and shipping method, and customs/duty fees may apply depending on destination. We encourage you to research these fees in advance!

 

Can I cancel or modify my order?

If you decide that you need to cancel or modify an order, please let us know as soon as possible by emailing hello@tinyheadedkingdom.com. Though we allow for two business days of processing, our shipping ninjas often turn orders within 24 hours. We always do our best to work with customers and make sure that the result works for everyone, however once an order is processed by our warehouse we cannot cancel or modify it.

 

My product was damaged in shipping - what do I do?

If the product was damaged during shipping, let us know and send us a photo of the damage to hello@tinyheadedkingdom.com, we will do our best to accommodate your request and work with you on a solution.

 

What happens if I entered the wrong address for shipping?

Please email us ASAP at hello@tinyheadedkingdom.com with your order number and the correct address, we will do our best to accommodate your request and work with you on a solution. Our shipping department moves pretty quickly! If you provide the wrong address, we reserve the right to charge for the reprocessing and reshipment of your item. In the event a package is returned to THK, you may choose to pay for reshipment, or THK can refund your purchase minus the initial S&H cost.

 

Where is my package?

On international orders, Tiny Headed Kingdom recommends you enter your tracking number into your local post office’s website. This will provide the most information regarding your package’s whereabouts.

 

*** IF YOU PURCHASED ROUTE INSURANCE ***

What is Route?

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the post-purchase experience.

 

Route Protect

Route Protect is premium package protection for your online orders. When you add Route Protect at checkout, you can easily file issues for lost, stolen, or damaged packages in the unfortunate case that they arise.

 

Purchased Route Protect and need to file a shipping issue? File here

The Route App (Free)

The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers–dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.

 

Haven’t downloaded the app yet? Download here

Where is my order?

Download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

 

Route Refunds vs Reorders

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

 

Reorders: Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free! 

What are Route’s Policies?

All policies are listed here 

 

Marked As Delivered (Stolen)

Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered 

 

Orders over $100 USD require a police report

 

Stuck In Transit (Lost)

Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date

 

Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date

 

Damaged

File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.

 

What if my order never arrives or is stolen?

To protect your order against loss or theft, add Route package protection at checkout. 

 

When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.

 

What if my order is damaged?

To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout. 

 

When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. 

 

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at hello@tinyheadedkingdom.com and we will be happy to work with you to remedy the situation.

 

How do I file a shipping issue for my lost, stolen or damaged order?

If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

 

You can also file a shipping issue on Route’s app or via the web here

Haven’t downloaded the app yet? Download here

 

Does Route Protect cover stolen items?

Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.

 

What are Route’s terms and conditions? 

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/.

 

Is Route a licensed insurance company?

Yes. Route is a licensed insurance company with SEG Insurance Ltd. as its partner.



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