Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Unfortunately, we cannot cancel orders due to a change of mind. However, we understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email address, or Live Chat.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
How can I track my order?
How can I track my order?
You can track your TIRTAM order easily using our AI Chat Assistant, which can help you check your order status and tracking details. Once your order has been shipped, you’ll also receive a shipping confirmation email containing your tracking number and a link to the courier’s tracking page. If you have a TIRTAM account, you can also log in and view your order details under My Orders. Guest orders can be tracked through the AI Chat Assistant or the tracking information provided in your shipping confirmation email.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We offer a 7-day return policy for eligible products. To be eligible for a return, the item must be unused, in its original condition, and with all original packaging intact. A clear, continuous unboxing video is mandatory for all return or damage claims and must show the package from the moment it is received and opened. Returns or claims without a valid unboxing video may not be accepted. Please refer to our Returns Policy page for complete details on eligible products and return conditions.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
We currently do not offer exchanges. We encourage you to carefully review the product description, size, fit, materials, and other product details provided on our website before placing your order. This helps ensure you select the product that best suits your preferences and requirements.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Shipping typically takes 3-5 business days after your order is processed. Delivery times may vary depending on your location .
Do you offer expedited shipping?
Do you offer expedited shipping?
No. We currently do not offer expedited shipping. All TIRTAM orders are shipped through our standard delivery service and typically arrive within 3–5 business days after dispatch. Delivery times may vary slightly depending on the destination and courier service.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
