FAQ'S
FREQUENTLY ASKED QUESTIONS
ORDERS & PROCESSING
How long does it take to process my order?
Orders are processed within 7–10 business days (excluding weekends and holidays) after you receive your order confirmation email. You'll get another email with tracking information as soon as your order ships.
Can I change my shipping address after placing my order?
Please email us at Hello@Tiertotskids.com as soon as possible with your full name and order number. If your order hasn't shipped yet, we'll do our best to update it. Once a package has shipped, we're unable to change the address.
Can I cancel my order?
Yes, as long as it hasn't shipped yet. Email us at Hello@Tiertotskids.com right away with your order number. Once an order has shipped, it can't be canceled, but you may request a return after it arrives.
What if an item is out of stock?
If any item in your order is out of stock, we'll email you with an estimated ship date. If it isn't expected to be restocked within 2 weeks, we'll automatically refund you for that item.
SHIPPING & DELIVERY
How long will delivery take?
Most orders arrive within 7–21 days after shipping, depending on your location. Delivery times may be longer during holidays and peak seasons.
Do you ship internationally?
Not yet. We currently ship within the United States only, but we hope to offer international shipping soon.
Will my order arrive in one package?
Not always. Depending on your order, items may ship in separate packages and arrive a few days apart. You'll receive tracking information for each package.
How can I track my order?
Use the tracking number in your shipping confirmation email, or visit our Track Your Order page and enter your tracking number. Please allow up to 48 hours for tracking information to update.
Why isn't my tracking number working?
New tracking numbers can take up to 48 hours to show updates. If it still isn't working after that, email us at Hello@Tiertotskids.com and we'll check on it for you.
My tracking says delivered, but I don't have my package. What do I do?
First, check around your home, with neighbors, and with your local post office. Packages are sometimes marked delivered a day early. If you still can't find it, contact us within 7 days of the delivery date and we'll help look into it.
RETURNS & ISSUES
What is your return policy?
You have 30 days from the date you receive your item to request a return. Items must be unworn, unused, in original packaging with tags attached, and include proof of purchase. See our Return & Refund Policy for full details.
My item arrived damaged, defective, or wrong. What should I do?
We're so sorry! Please email us at Hello@Tiertotskids.com within 7 days of delivery with your order number and a clear photo of the issue. We'll make it right with a replacement or a full refund.
Something is missing from my order. What do I do?
Some orders ship in more than one package, so check your tracking for any additional shipments first. If an item is still missing, email us at Hello@Tiertotskids.com with your order number and we'll sort it out.
DISCOUNTS
Do you offer a discount for new customers?
Yes! Sign up for our emails and get 10% off your first order with code Welcome10. You'll also be the first to hear about new arrivals and exclusive deals.
CONTACT
How quickly will you answer my question?
We reply to emails in the order they're received, Monday through Saturday, 10:00 AM to 6:00 PM Eastern Time. You'll hear back from us within 48 hours.
Still have a question?
Email us at Hello@Tiertotskids.com. We're always happy to help! 💛