FAQs - FREQUENTLY ASKED QUESTIONS
- Do I need to create an account to order?
- How to checkout with PayPal using my Credit or Debit Card without having a PayPal account?
- Is the payment method secure and my payment information safe?
- I didn’t receive an order confirmation email; can you send me one?
- Where do you ship and deliver?
- What are the delivery times?
- Do you provide tracking number / tracking information?
- The Tracking Page says my order has been Delivered, but I haven't received my package yet?
- Missing some items from my order, what's going on?
- Can I cancel my order? If yes, how?
- I received a damaged item. What can I do?
Section 1 - Order & Payment
Do I need to create an account to order?
No, it is not necessary! You can checkout as a guest! However, if you create an account you will benefit from some cool features, such as:
- A faster checkout process;
- Easy access to your order status and orders history;
- Be part of Tiny Sam universe and receive updates on our new releases and special promotions!
How to checkout with PayPal using my Credit or Debit Card without having a PayPal account?
If you want to use the PayPal Checkout, you do not need to have a PayPal account nor create one. It is very simple:
- Simply Click on “PayPal Checkout”;
- Then click on "Check Out as a Guest" as shown on the following pic:
Sometimes it will say, "Pay with Debit or Credit Card" instead, then click on that
- Then follow the normal procedure to Checkout:
- Click Continue
- That’s it!
Is the payment method secure and my payment information safe?
Our payment process is 100% safe and secure!
We process your payment using Verified PayPal and Stripe, two of the biggest and most secure payment gateways. They give to both of us (You and Tiny Sam) security and protection against frauds.
Even more, Tiny Sam is hosted on Shopify, one of the biggest and most reliable e-commerce platforms in the world.
I didn’t receive an order confirmation email; can you send me one?
Every order made on our store is automatically sent a confirmation email. Please check your spam folder as it may have (very) wrongly placed there by your email provider.
If it's still missing, let’s check this together, please contact us and we will be happy to send you a new email confirmation for your order.
Section 2 - Shipping, Delivery & Tracking
Where do you ship and deliver?
We provide Worldwide Shipping, so feel free to order wherever you are!
What are the delivery times?
The processing time of the orders depends on the current demand on our website, it varies from 1 to 4 days (order validation, order preparation and shipping).
Out of special periods, the delivery time vary from 5 to 10 business days depending on the destination.
Do you provide tracking number / tracking information?
Yes, you will receive an e-mail once your order has been shipped containing your tracking information, you will then be able to track your order through our order tracking page Your Order.
If your tracking link says "no information currently available" please allow 2 to 3 business days for carrier tracking information to be updated in our system.
If you have troubles using our Order Tracking Page, do not hesitate to contact us using our Customer Service form (please do not forget to specify your order number, and confirm your contact details).
The Tracking Page says my order has been Delivered, but I haven't received my package yet?
Most of the time, this happens when the package is held at your Local post office. They should notify you and contact you. Unfortunately, Tiny Sam has no control over this. However, we will be happy to assist you as much as we can.
First, please kindly contact or visit your local post office to retrieve your packages there!
If you still have trouble localizing your package, please contact our Customer Service for further assistance.
Missing some items from my order, what's going on?
Our products can be shipped separately according to your order. If it contains for example items from two different warehouses, the shipment of your order is made in two deliveries. The rest of the order will certainly arrive shortly, thank you for your patience.
Section 3 - Cancellations, Refunds & Returns
Can I cancel my order? If yes, how?
An order can only be cancelled if it has not yet been approved by our Validation Team; this time frame depends on the current demand on our website; it usually varies from 1 hour to 24 hours.
If you order has already been approved by our Validation Team, your order will have already been processed to be shipped out. Therefor you would need to wait until you receive your package and return it to us unopened for a full refund.
Please read our Refund & Replacement Policy Page Here for a full view of our cancellation process and conditions.
I received a damaged item. What can I do?
Our goal is to guarantee your complete satisfaction, therefor we have implemented a flexible Refund & Replacement Policy for our dear customers. We will require a photo for proof and resend you a new product as soon as we have inspected and validated the request!
Please read our Refund & Replacement Policy Page Here for a full view of our replacement process and conditions.