FAQ - Frequently Asked Questions / Policies


TABLE OF CONTENTS


How do I contact CUSTOMER SERVICE?

Please only contact customer service via email at info@tikilandtrading.com. Please include your order number, if you have it, in your email. You must contact us from the email address your order was placed with. If you no longer have access to the email address your order was placed with, please email us from your new email address and provide us with your order number, items ordered, shipping and billing address, and phone number associated with the order - this will allow us to verify that you are who you say you are. In rare instances we may call or text your phone number that's associated with your account to help verify your identity. While we understand this may be cumbersome, we do this for your privacy and protection.

Contacting us by any other method, via social media, alternate emails, postal mail, phone or text may (and likely will) be ignored.

We must enforce this policy to make sure we are able to keep track of all of our communications with you!

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Where are TikiLand Trading Co. tiki mugs made?

We have multiple studios now, as well as production partners, domestic and abroad, where we produce mugs. When a mug is produced abroad, it’s appropriately listed as Import on an item page. If it doesn’t say, it’s made domestically (USA). Regardless of where each of our mugs are produced, we hold them all to the same standards. In the case that a mug is produced with a partner with a heritage in Tiki, such as Eekum Bookum, we may choose to share that from the start on the item page.

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How many TikiLand Trading Co. tiki mugs are being produced of each design?

We only release numbers for Number Limited Editions. An edition which is limited by a number being produced will have that number listed in the details of the item page. 

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How should I clean my TikiLand Trading Co. tiki mug?

Mugs should always be cleaned thoroughly before it's first use, and always make sure you've cleaned them after use. Do not leave mugs dirty for an extended period of time. You may notice that your tiki mug may have many caverns and crevices, and can be a bit tricky to clean. When cleaning your tiki mug on the inside, we suggest you use a series of different sized bottle brushes that can get to hard to reach places. Hand wash your mug in warm soapy water, and gently use the brushes inside your tiki mug to get the best clean. It’s always best to wash your mug right after using it, rather than let any sticky ingredients dry inside your mug (this just makes for easier cleaning). While these mugs can technically go in the dishwasher, we never recommend that you put your tiki mug in the dishwasher or use anything abrasive on them. Here are some ideas of what type of brush you should look for.
https://www.amazon.com/dp/B000I21LLC
https://www.amazon.com/dp/B07G4ZG7L4

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How should I clean glassware or barware products from TikiLand Trading Co.?

We recommend hand washing all glassware and barware products in warm soapy water. Glassware products put in a dishwasher should only be put on the top shelf/rack.

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What does "Pre Order" or "Pre Sale" mean?

In order to optimize production, pricing, storage, etc, we often will have products that are pre-sold. Items that are pre-sold will be listed as Pre Sale or Pre Order on each respective item page. These pages will also let you know the expected time frame which we plan to ship each item. Pre Orders also allow us to offer items to everyone who wants to purchase one during the time its being sold, unless we have a specific limited numbered edition mentioned.

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What does "Ready to Ship" mean?

This simply means that we have an item in stock and that there is no pre-order or pre-sale involved. Typically all items are Ready to Ship, even if not in the title or listing, unless an item detail page has information regarding pre-order/sale or delayed shipping information. We suggest reading item pages thoroughly.

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In regard to Shipping Info for mug pre-orders, what does a window of "early", "mid", and "late" mean in a specific year?

Because ceramic tiki mug production is a time intensive process, and is sometimes unpredictable, for pre-orders of tiki mugs we specify a "window" of time in which the mugs should ship.

In an effort to be as transparent as possible, this ambiguity is intentional. While we aim to ship pre-orders in 8-10 months, sometimes production, freight, quality control, or packing and shipping just take longer than we originally anticipated. We've been on time with every pre-order since the pandemic, but we want to set realistic expectations for our customers.

Barring any major production or freight delays, these are the target times of the year we expect to ship the mugs. We have 3 "windows": Early, Mid, and Late. For us, each of these represent a 6 month segment of the year. Each will always be presented with a year. So exactly what months do each of these actually mean? See below:

Early: January through June
Mid: April through September
Late: July through December

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How long will it take for my item to arrive? Do you offer expedited or guaranteed shipping times?

We DO NOT offer any expedited or guaranteed shipping times. Due to the number of orders we receive, items are usually shipped 1-5 business days after an order is received if the iteam is 'ready to ship'. During a busy Holiday season it may take longer for orders to be shipped out. Pre-orders are shipped once they've been received by us and cleared our QC process. We are located on the US west coast, so if you're on the US east coast your package could take a week or so to arrive once its shipped (not once the order is placed). If you need to know if a package may arrive by a special occassion, or date needed, please email customer service at info@tikilandtrading.com.

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What shipping method should I choose? 

Currently we ship via USPS and UPS. Regardless of what method you choose at checkout, our automated software will pick the "best" method of shipping for your item. The "best" method is choosen based on a number of factors including size, package type, insurance, destination, deliverability by carrier, etc. This means that even if you choose a specific carrier, we may send your package with the one of our choice.

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What’s your refund policy?

We don’t offer refunds for an order once it’s been shipped. After an order has been shipped we will replace or exchange a product that arrived damaged or defective, once we’ve determined that this is the case. Items that are approved for exchange must be in new, unused, and unworn condition upon return inspection. We must be notified within 7 days of shipment delivery confirmation that there is an issue regarding a product otherwise an exchange will not be granted. No matter how closely we check each mug before shipping there’s always a chance that something may have slipped through the cracks and shipped with an unnoticed defect. Although we always pack each tiki mug or glassware item with care, every once in awhile an item may crack or shatter during shipping. In either of these cases we will exchange or replace the item for you.

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What’s your return policy?

We do not accept returns. Damaged or defective products will be replaced or exchanged with the same item. After an order has been shipped we will replace or exchange a product that arrived damaged or defective, once we’ve determined that this is the case. Items that are approved for exchange must be in new, unused, and unworn condition upon return inspection. We must be notified within 7 days of shipment delivery confirmation that there is an issue regarding a product otherwise an exchange will not be granted. Once an exchange has been approved, the exchange needs to be returned to us within 14 days. 

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What’s your cancellation policy?

An order may be cancelled up until the time it is shipped. Once an order has shipped (or had its shipping label created) it cannot be cancelled. Refunds will be made to the same form of payment used during checkout.

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How can I change my shipping address?

Please email us at info@tikilandtrading.com from the email address you used to place your order, and we can assist you in changing your shipping address. For complete details please read: https://www.tikilandtrading.com/pages/change-address

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Oops I entered the wrong address and/or I’ve moved and forgot to change my shipping address.

If you have made an error when submitting your shipping address, please let us know ASAP. We are not able to change your shipping address once your order has shipped. If your order has shipped to an incorrect address we must wait until we receive the package back “return to sender”, before we can relabel it and ship it again. You can also try contacting USPS to see if they can reroute the package to you, or change the address, or you can try to set up mail forwarding. Orders returned to us, that need to be reshipped are subject to a reshipping fee.

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What’s your exchange policy?

Ceramics can be fickle and not every tiki mug will be identical to the next, so if for whatever reason you would like to exchange your tiki mug for the exact same tiki mug (Keiki Bob for another Keiki Bob) we can help you with that (so long as we still have that tiki mug available). You will be required to pay for shipping both ways for an exchange. Please email us with your exchange request and once your exchange is approved, you will need to ship your tiki mug back to us in it’s original packaging (at your cost). Please use a tracking service when you ship your tiki mug, as we cannot be held responsible for a tiki mug that doesn’t make it back to us). Once we’ve received your tiki mug we will check to see if it’s in sellable condition (no chips, cracks, breakage), then we will send you photos via email of up to 3 different tiki mugs for you to choose from. Once you’ve selected a new tiki mug we will send you an invoice to pay for shipping and we will send out the new tiki mug to you.After an order has been shipped we will replace or exchange a product that arrived damaged or defective, once we’ve determined that this is the case. Items that are approved for exchange must be in new, unused, and unworn condition upon return inspection. We must be notified within 7 days of shipment delivery confirmation that there is an issue regarding a product otherwise an exchange will not be granted. Once an exchange has been approved, the exchange needs to be returned to us within 14 days. 

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What’s my order status?

Once your order has shipped, you will receive an email with tracking info. If your order has not yet shipped you can check the production status page for all of our tiki mugs here: https://www.tikilandtrading.com/pages/production-status. If an item is not listed on the Status page, please refer to the item page that you ordered from for when expected shipping is.

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What are your customer service hours?

You can reach us by email 24/7. We actively respond to emails Monday through Friday from 9am-5pm Pacific Time. We try to respond to emails within 48hrs, however emails that come in over the weekend will be answered Monday and Tuesday, with the exception of public holidays. 

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Partial "tiki mug set” cancellations/refunds:

If you’ve placed an order for 2 mugs that were sold as a set (for instance Jose and Rosita), and one of the mugs has shipped to you, but you’ve decided to cancel the second mug, you will receive a partial refund for that order. Your refund is calculated by subtracting the current standalone price of the mug that’s already been delivered, from the set price that you originally paid.

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I've received a shipping notification but I need to change the address, help!:

If you’ve received a shipping notification email, that means your shipping label has been printed, and your order will soon be underway. If you notice the shipping address needs to be changed, please email us ASAP at info@tikilandtrading.com and we will see if we can accommodate your request. If your item as not yet left our facility we can make edits to your address, however if the item has already left our facility we cannot change your address, or stop delivery. In this case, we must wait until we receive the package back “return to sender”, before we can relabel it and ship it out again. Returned packages are subject to a reshipping fee. Please note: updating the shipping address yourself online (after you’ve received a shipping notification email) will not change the address for that order, as receiving a shipping notification email means that your shipping label has already been printed. 

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Credit Card/Payment Chargebacks:

Customers that file chargebacks without first seeking a cancellation, refund, or other resolution with us directly via email (info@tikilandtrading.com is the only address that should be used) will likely be prohibited from making future purchases. 

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Older Info

What is a TikiLand Trading Co tiki mug pre-pre-sale?

Our pre-pre-sale is basically a period of time when we announce a new mug, list the known details about it, as well as list the price at which we think we’re going to start the pre-sale at. We usually do not announce how long a pre-pre-sale will last and when it will convert to the actual pre-sale, however during this time those interested are able to signup on the item page to receive notifications by email, text, or Facebook Messenger to be alerted as soon as the pre-sale goes live.

What’s a TikiLand Trading Co. tiki mug pre-sale?

Our tiki mugs start with a concept sketch and we open a pre-sale based on the sketch. Then we move to the sculpting process. Once we are happy with the sculpt, the tiki mug goes into production. Molds are made, glazes are tested. We look at samples, fine tune, and make sure we get it just right. So ordering during the “sketch” phase of our pre-sale means you're getting in at the very beginning, at the best price, but it also means you're waiting for the production to begin and finish. Each pre-sale order page specifies the expected shipping timeframe. Some people choose to wait until further on in the process, or even until the tiki mug is completed (when we show a final glaze sample) before they order. This means their wait isn't as long but they're paying a higher price than those who ordered during the initial “sketch” phase of our pre-sale.We offer the best price during our pre-sale because there is a lengthy wait, and it’s our way of thanking those who get in from the start. As each of our tiki mugs progress in the production process the price increases incrementally. The benefits of ordering during our pre-sale period is that you’re guaranteed to get that particular tiki mug. You don’t have to stress out about waiting for an on-sale where a tiki mug may sell out in minutes. It also prevents the stress and high prices associated with buying from auctions sites or aftermarket because you missed out during the on-sale. We produce a handful of extra tiki mugs to accommodate for breakage and flaws. This means that sometimes we have extras to sell once our pre-sales have been fulfilled. However, this is not always the case, as we’ve already had tiki mugs fully sell out via pre-sale. Mahalo for your support of all the artists we work with to make our TikiLand Trading Co. tiki mugs a reality.
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