FAQ
ORDERS & INVOICES
You can track the status of your orders through your “My account” page on our website.
You can contact our Customer Service([email protected]) for assistance with cancellation. Once an item has shipped, cancellation is not possible, but you can initiate a return according to our Return Policy.
If you have provided incorrect order information, please contact our Customer Service([email protected]) as soon as possible, and we will do our best to accommodate your changes before the order is shipped.
After placing an order, you should receive an “Order Confirmation” email within 30 minutes. If you haven’t received any email, please check your spam folder or contact us for assistance.
If your order has exceeded the estimated arrival time and you haven’t received it, please log in to your account, go to “Orders” for the latest delivery information. If necessary, contact us, and we will assist you in resolving the issue.
Yes, all of our purchasable SKUs are with neutral packing.
Our packages do not include a physical receipt. You can review your order information and download invoices, in “Orders” after logging in to your account.
Registered users can find and download their invoices in “Orders”. If you are a guest user, please contact our customer service or consider registering an account to access order information and invoices. If you need assistance locating or downloading your invoice, please contact us at [email protected].
You can change the billing address on your invoice by contacting our Customer Service. However, the delivery address on the invoice cannot be modified.
SHIPPING & DELIVERY
We provide shipping to most parts of: Europe, North America, South America, Oceania, and Asia. Please note that we do not deliver to PO boxes or some certain address(e.g., APO/FPO/DPO addresses, Alaska, Hawaii, etc..). Please contact us at [email protected] for confirmation before ordering.
If you place an order using an unavailable address without confirmation with us, we will refund you, but in this case, the refund costs will be borne by you.
You can see the shipping fee & estimated delivery time once you have filled in your address on the “Checkout” page. We also have EXW option, which allows your agent to arrange pick-up from our warehouse.
Once an order is placed, we are unable to change the shipping address. Please ensure that the provided shipping address is accurate before submitting your order.
RETURNS & REFUNDS
You will bear the direct cost of returning the product unless the reason for return meets limited conditions. Please return the goods, in the original packaging with all accessories and all packaging components. We will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us) without undue delay and not later than 45 days after the day on which we are informed about your decision to cancel this contract.
The customer must ensure to return the item with its original packaging and all accessories in the same condition as received.
All customers must contact TIMIANO([email protected]) for approval before sending or returning any item to us.
TIMIANO will not be responsible for the returned item without prior notification to TIMIANO.
Note: TIMIANO reserves the right of any changes of return policy. Any changes will be updated on our website.
TIMIANO will bear the cost of the return shipment in the following cases:
The item is damaged or defective
The parts are missing
Wrong or missing item
The item is not as described
The shipping is delayed
Customers will cover the return cost in all other cases, such as:
Ordered wrong item
Unwanted item
Found better price
Unauthorized purchase
Doesn’t fit for intended purpose
You can cancel your order, but you must contact us immediately to establish the status of your order, if your order has been dipatched, we are unable to change or cancel your order. If we can stop the order from being dispatched, we’ll refund the full amount of the order.
If your product arrives damaged or defective, please contact us immediately.
If you have any further questions or need additional support, please contact us([email protected]) immediately. We are available to assist you and provide the necessary information and guidance.
SERVICES
Yes, you can contact us and ask for free spare parts after placing order.
Product specifications can be found on the product page on our website. Scroll down to the product description section, where you will find detailed information about the product’s specifications, features, dimensions, and other relevant details.
Pre-orders can be canceled before the item is shipped. To cancel a pre-order, please contact us and provide your order details. We will assist you in canceling the pre-order and issuing a refund if applicable.
If you encounter any issues or have concerns regarding a product, please contact us([email protected]) as soon as possible. Provide detailed information about the problem, and we will guide you through the necessary steps to resolve the issue, which may include troubleshooting or initiating a return if necessary.
We strive to provide accurate product images on our website. However, please note that the actual product appearance may vary slightly due to factors such as lighting conditions and monitor settings. We recommend referring to the product description and specifications for the most accurate information about the product.
Yes, you can contact us and ask for download links of the ordered product images & videos.
Yes, all products listed on our website are brand new.
PAYMENTS
We accept a variety of payment methods, including credit cards , debit cards, PayPal, and bank transfers. Please note that the available payment methods may vary depending on your location.
Currently, we only support using a single payment method for each order. If you wish to use multiple payment methods, we recommend placing separate orders for each payment method.
To apply a coupon code to your order, proceed to the checkout page. Look for a field or option labeled “Coupon Code” or “Promo Code” and enter the code exactly as provided. Make sure to click on the “Apply Coupon” button to activate the coupon. The discount will be applied to your order if the coupon is valid and meets the requirements.
If your coupon code is not working, please double-check the code for any typos or errors in the entry. Ensure that the coupon is still valid and meets the specific requirements, such as minimum order value or product eligibility. If the issue persists, please contact us for further assistance.
Generally, we only accept United States dollar(USD, US$ or $). In some countries we accept local currencies, please make sure you are logged in and have filled in your address correctly to see all available currencies.
Unfortunately, we cannot change the payment method for an order once it has been placed. If you encounter any issues with the selected payment method, please contact our customer service team for further assistance.
