Shipping policy
Shipping
What shipping costs
Our actual cost to get your order to you — the live UPS rate for your address and the size of your order, plus what it takes to pack it properly. We don't mark it up. You'll see the real number at checkout before you pay.
How fast we get it out the door
We aim to have your order packed and handed to UPS within three business days. Product launches and periods of high order volume can extend this. Tracking reaches you by email as soon as the label is scanned.
How it travels
UPS Ground, or in some cases Ground Saver, within the United States. Transit from our Illinois facility usually runs one to five business days depending on how far it's going. UPS doesn't guarantee Ground or Ground Saver delivery dates and neither can we.
We currently ship within the United States only.
Military addresses
UPS can't deliver to APO, FPO, or DPO addresses, so we send those orders via USPS instead — still at actual cost, no surcharge for the trouble. Delivery times inside the military postal system are outside anyone's control, so we can't estimate them.
More than one box
Some orders ship in several parcels, occasionally from more than one facility. If one tracking number arrives before another, nothing has gone wrong — the rest is on its way.
Package protection
Every order ships with package protection, and we pay for it — it's included at no cost to you. It covers loss and damage in transit, and theft after delivery. If something goes wrong, file a claim in the returns portal and we'll take it from there.
Return shipping is separate. Unless you added prepaid returns at checkout, returns carry a flat $10 return shipping fee. See our returns policy for how returns work.
What a damage claim needs
Photographs showing either that the carrier mishandled the parcel — crushed corners, a split or re-taped box, visible impact — or that it was not packed correctly when it left us. Include the outer box, the packing inside it, and the damage to the item.
Damage that occurred after the package was opened is not covered by a transit claim. A fault in the piece itself is covered separately under our Lifetime Guarantee.
Getting your address right
We ship to the address you give us, so the window to change it closes when the label prints. If you spot a mistake, email customercare@tigredetartan.com right away. We'll make our best effort to catch it in time, but we can't guarantee it. Once a label is printed, the address is fixed.
If a package comes back to us as undeliverable we'll get in touch and re-send it once return postage is covered.
Changing or cancelling an order
Email customercare@tigredetartan.com as soon as you can. If we haven't printed a label, we'll usually be able to help. Once it's with UPS it becomes a return rather than a cancellation — see our returns policy.