Frequently Asked Questions
shipping and processing
yes, we currently offer a local pickup option at checkout for our local babes!
local pickups are ready within 1-2 business days from when the order is placed. you will receive an email letting you know exactly when your order is ready for pickup!
ADDRESS: 1773 E San Bernardino Rd. Unit B30 West Covina, CA 91790
LOCAL PICKUP HOURS: 8AM-2PM // Monday - Thursday
local pickups are closed on ALL major holidays, fridays and weekends
our current order processing time is 1-4 business days and does not include holidays or weekends. (example: if you order on Thursday the 4th business day would be the following Wednesday)
if your order has surpassed the 4th business day and you have yet to receive a shipping email, please contact us at firstname.lastname@example.org so we can assist you!
please note, we do not cancel orders once they have been processed on our end.
**all package expectant times must consider our processing time plus shipping time**
you should expect your package within our processing time plus the shipping option you select at checkout. please note priority 2 day shipping is not express shipping, express shipping is "overnight" or "1-day shipping".
due to the many harsh impacts of the current pandemic we are facing, the USPS has been extremely delayed with updating processing scans. the USPS advises customers to allow your package to be in "pre-shipment" for 7-12 business days **worst case scenario** for an update. we at Tiger Cherry do not have control over how quickly the package will be in transit, only how quickly it leave our facility.
to guarantee your package is insured in the event it is lost or stolen during delivery, you must purchase "priority shipping" or above. first class packages are not automatically ensured.
if you have a question about the location of your package and have already received a tracking number, please contact USPS customer service directly for the most accurate information. since the shipping and transit process is handled by USPS 100% we have no approximate information of your packages location or delivery details.
in the case you believe your package may be lost or stolen, a claim must be filed by you directly through USPS. we are not responsible for lost or stolen packages once they leave our facility.
If your package is returned to us by USPS due to an invalid address or forwarding issue, you are able to pay for a new shipping label with the correct address to have your items reshipped to you. We do NOT cover return package costs if we are not at fault for the mistake. (missing apartment or house numbers, incorrect spelling, missed abbreviations, incorrect zip code, etc.)
If you decide not to repurchase a shipping label, there is a 20% restocking fee deducted from the store credit we return to you. We do not refund to original payment for abandoned orders, you will be given a store credit gift card amounting to the order total minus shipping fees and the 20% restock fee.
To further initiate this process, please email our customer service at email@example.com
exchanges and returns
-sale or discounted (promo code) items
items you wish to exchange/return must be excluded from the list of final sale items. these items must also be unopened and unworn. if the original sealing on the package is opened, the return will not be accepted primarily for sanitary reasons.
within 48 hours of receiving the item(s), please email our customer service at firstname.lastname@example.org and be sure to include the following: your first and last name, your order number, reason for return/exchange, photo of item or defect.
any items reported after 48 hours of posted delivery date will not be accepted for review.
we do not process refunds to original form of payment. all approved returns are issued store credit. all approved returns must be sent back to our return address within 14 days of receiving the item(s).
exchange/return shipping costs are at expense of the customer to mail the item(s) back to our warehouse facility.
**all shipping costs are non refundable**
As a company, we can ensure that we are taking the necessary sanitary precautions to keep a clean and safe working environment.
During this time we will NOT be accepting any opened item exchanges or returns of physical merchandise, for sanitary reasons. Please email us if you have any further questions or concerns.
customer support: email@example.com
instagram/twitter/facebook messaging: @shoptigercherry