FAQ

FAQs

Shipping 

How long will it take to get my order? 
It's coming, promise! We ship orders on Mondays - Fridays, during office hours only, and we don't operate on public holidays. We always aim to post your order as quickly as possible (usually within 12~36 hours) but there might be some delays – especially after releases! Your patience is appreciated.

Once we ship your order, it'll get there in about this long: 


International: 
Standard International: This goes through DHL Ecommerce or other trackable registered airmail ways. It’s trackable for most countries. Your packets would arrive in about 1 to 2 weeks after we ship it, but can take up to 6 weeks or longer due to international delay.

Expedited Courier: Costs a bit more, but hey – it's from DHL Hongkong facility or UPS / EMS,  and fully trackable. Your stuff will arrive in about 5-7 working days once shipped. DHL usually deliver between the hours of 9am-5pm and will request a signature. If you aren't available when your parcel is delivered, the delivery driver will leave a card with instructions on how to pick your parcel up. Please leave a Telephone Number for Express shipping.

Special!! All orders above $90 would get a FREE expedited shipping!

Special Reminding:

China is in the Spring Festival public holiday on January or February all over the country. The delivery would subject to the courier's working schedule during these days, the shipping of the item you purchased would probably postponed to March.

If your order are urgent, please convo me and I will cancel the order and refund you the money.

Duties/Customs fees: Some countries may charge import duties and taxes or other random fees. The shipping firms may also charge handling fees for processing your parcel through customs. We would declare a low value to avoid it as possible, it seldom happens. We have no control over this and it's your responsibility to pay for any fees if it happens.

Will my order be tracked? 
Yes, If you're an International customer and would like tracking, we recommend you select the Express International Shipping  for better tracking. If you choose Standard International Shipping you would get a simple and brief tracking. 

Payment

How can I pay?
This website accepts Visa, Mastercard, Paypal etc. You can also choose other payment methods for wholesale order, of course, it will be case by case, give me a convo.


Is it safe?
Absolutely - nothing to be worried about! This website is infrastructured by Shopify.com, an e-commerce partner of Facebook. They have bunches of super nerdy encryption thingmos in place so that your payment is secure and your details remain 'secret squirrel'. For the techno geeks out there – we us the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).

ORDERS

How do I make an order?
Just go to towntiger.store (hint: you’re already here) and click on a product you like and is available in your size and add to cart. Then just follow the easy checkout process and soon you’ll own some favorites.

I’m getting an error when I’m trying to place my order, help!?
First and foremost... remember to breathe. Cos if you don't,you'll faint and then it'll take even longer to get your TownTiger Store order, and that's no good. Secondly, check you've filled all the details out properly including your name, address and payment info. Still not working? It might be the computer system. Be patient and remember, computers are people too. Email us at service@towntiger.store and we'll see if we can track down the problem.

How do I make changes to my order?
Ok so here’s the deal, you have two hours from when you purchased to quickly email service@towntiger.store with your order number and the changes you need to make. Unfortunately we can’t add products to your order, but we can change address, shipping or sizes during the 2 hours. What are you still doing here? Quick! Email them!

I made multiple orders, can I combine them?
Yes, certainly, we would combine orders in same date.

How do I cancel an order?
It’s the same deal as changing an order, you have two hours from when you made your order to email us at service@towntiger.store to let us know you have to cancel. Why only two hours? Because after that your order slip is printed down in packing and sometimes those guys are lightning fast!

How do I return an order? 

Please check the items when your order is received. If there are any discrepancies, please notify us within 7 days so that we can take corrective action.

If there is no problem with the item received, shipping, handling, and insurance fees are NOT refundable and buyer is responsible for return shipping cost.

When returning the item, please make sure to include:
Your Account ID and
Order #

Important note: All returned products must be in their original condition, No Stain, No laundry.  We will issue a credit to your PayPal account after we receive the returned products.

Please contact us before returning the items.

 


Where is my order?
Hasn’t it turned up yet? What a bummer. If you haven’t received a shipping confirmation email from us yet then just drop an email to service@towntiger.store and we’ll investigate. Please remember if we’ve just had a big release we might be a little slower at getting orders out OR if you ordered an MTO or PRESALE item the shipping deadline for those products is different. If you have received a shipping notification just consult your tracking number, if you don’t have one, sit tight, hopefully it will turn up soon.

I received a faulty item, what do I do?
Ahh this is so awkward, it doesn’t happen often we promise! Ok so the best thing to do is email us on service@towntiger.store with pictures of the faults. If we determine the garment is faulty, we will cover postage for you.

Can I return sale or museum release items if they don't fit or I change my mind?
No, sorry :( Sale and museum release items can only be returned if they are faulty, as per the T&Cs . If you think you have received a faulty item please contact our CS team service@towntiger.store and they will make it right!

Products 

What does 48HR mean?
Our 48HR presales mean that the product is available to purchase online in unlimited qualities (i.e. it won’t sell out during that time) for 48 hours from the release date. We do this so you can nom as much as you want and then we go and make it for you, this way you don’t miss out and we don’t end up overstocking.


It says ‘Sold out – no longer available’ will you restock?
Usually No, sorry :( Sometimes we like to make products limited so that the people that do get them get to feel really special. But if a product says “Out of Stock – Sewing more” then you can totally sign up for a restock notification and we’ll let you know when they’re back.

Manufacturing

Where are your products made?
We manufacture in Guangdong China. That’s where we are and we really like to stay on top and in touch with the manufacturing process.

Where are your fabrics from?
We source our fabrics from all around the world! Cauz there are just some countries that really know their stuff when it comes to fabric.

Sale

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