Frequently Asked Questions
Welcome to the Tiixo FAQ center!
Here you'll find quick answers to the most common questions about orders, shipping, returns, tracking, and more.
Orders & Shipping
Q: How long does shipping take?
A: Most U.S. orders arrive in 6-15 business days, depending on location and carrier conditions. Processing takes 1-3 business days before shipment. Canadian and United Kingdom orders follow the same estimated timeframes but may take slightly longer due to customs clearance.
Q: How long until my order ships?
A: Orders go through processing, packaging, and verification before shipping. This usually takes 1-3 business days (Mon-Fri).
Q: Do you offer international shipping?
A: We ship to the United States, Canada, and the United Kingdom. We do not currently ship to other countries. Shipping is free for U.S., Canadian, and UK orders.
Q: Can I track my order?
A: Yes! Once your order ships, you'll receive an email/SMS with your tracking number. Tracking may take 24-72 hours to update.
Payments & Billing
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, Amex, Discover, Debit/Credit Cards, Shop Pay, Apple Pay, Google Pay, and PayPal (if enabled).
Q: What currency will I be charged in?
A: U.S. customers are charged in USD ($). Canadian customers shop and are charged in CAD (Canadian Dollars). United Kingdom customers shop and are charged in GBP (British Pounds).
Q: Why was my payment declined?
A: This can happen due to bank security blocks, mismatched billing info, or insufficient funds. Try another card or contact your bank for approval.
Canadian Orders
Q: Will I pay customs fees or taxes on a Canadian order?
A: Prices do not include Canadian taxes or duties, and taxes are not collected at checkout. Depending on the value of your order, you may be asked to pay GST/HST/PST, customs duties, and carrier brokerage fees on delivery. These charges are set by Canadian authorities and carriers, not by Tiixo.
Q: How do returns work from Canada?
A: Canadian orders are covered by our standard 30-day return policy. If your item arrives faulty, damaged, or not as described, we resolve it at no cost to you. For change-of-mind returns, you pay return shipping to our U.S. return address. Provincial consumer protection laws may give you additional rights that this policy does not limit.
United Kingdom Orders
Q: Will I pay customs fees or VAT on a UK order?
A: Prices do not include UK VAT or duties, and taxes are not collected at checkout. Depending on the value of your order, you may be asked to pay import VAT, customs duties, and carrier handling fees at or after delivery. These charges are set by UK authorities and carriers, not by Tiixo. Final delivery within the UK is typically handled by Royal Mail or Evri.
Q: How do returns work from the United Kingdom?
A: UK orders are covered by our standard 30-day return policy. If your item arrives faulty, damaged, or not as described, we resolve it at no cost to you. For change-of-mind returns, you pay return shipping to our U.S. return address. As a UK consumer, you also have statutory rights - including a 14-day cancellation right under the Consumer Contracts Regulations 2013 and remedies for faulty goods under the Consumer Rights Act 2015 - that this policy does not limit. See our
Refund & Return Policy
for details.
Returns, Exchanges & Refunds
Q: What is your return window?
A: Returns are accepted within 30 days of delivery for unused items in original condition. Review our
Refund & Return Policy
for details.
Q: Do you offer exchanges?
A: Yes - if you received a defective or damaged item, email us within 7 days and we'll replace it at no extra cost.
Q: How do I start a return?
A: Contact us at Email: Support@tiixo.com with your order number & reason for return. We'll walk you through the process.
Q: Do you charge a restocking fee?
A: No - Tiixo does not charge a restocking fee on returned items.
Order Issues
Q: My package says delivered but I didn't receive it - what should I do?
A: First, check around your property, mailbox, neighbors, or reception.
If still missing after 24-48 hours, contact the carrier.
After that, email us so we can help further.
Q: My order is delayed - what now?
A: Carriers sometimes experience high volume, customs, or weather delays. Tracking will update as soon as new scans are made.
Q: I received the wrong item or something is missing.
A: Email us with photos & your order number - we'll fix it quickly.
Product Questions
Q: Are product colors accurate?
A: We aim to display items as closely as possible to real color. However, slight variations may occur due to lighting or screen settings.
Q: My item looks slightly different than expected.
A: Variations in manufacturing batches or display brightness may cause minor differences - this is normal with many physical products.
Do you have customer support?
Yes. You can reach our support team anytime:
Customer support: 9:00 am to 5:00 pm EST (Monday - Sunday)
Email: Support@tiixo.com
Phone: +18134199851
Company name: Tiixo LLC
Address: 12933 Tribute Drive, Riverview, FL, 33578, United States
We will answer the phone, and reply to emails within 12 hours during working/business days.