Hello there! Our customer service team is here to help. Contact us via phone, fax, mail or email below. See below for commonly asked questions.
Customer service hours are Monday-Thursday from 8 am to 3 pm and Fridays from 8 am to 12 pm central time. Please allow extra time during non-business hours.
Or, send us a note using the form below.
Commonly Asked Questions
Where is my order? (Holiday updates.)
Thank you for supporting a small business during the pandemic. We know shipping is frustrating right now, and many of you are still waiting on orders to arrive. We assure you orders left our northern Illinois location quickly and are in transit to you.
Shipping during the holiday season is usually a little slower than other times of the year, but this year is like nothing we’ve ever seen in our 20+ years in the e-commerce world. Due to the pandemic, the US Post Office and UPS are overwhelmed with unprecedented package volumes. Mix in additional health and safety protocols at the shipping carrier hubs and the delays just add up.
If you’re tracking your package, here are a few things to note:
- • Tracking is slow to update right now, but it doesn’t mean your package is lost. We’re seeing packages take days to receive any sort of tracking update, but eventually packages start moving again.
- • We have the same tracking information we share with you, and there is no one for us to call for additional tracking details from the shipping carrier. There are simply too many packages in transit across the country for shipping carriers to have more details for any company or individual.
- • If your package shows delivered and you haven’t received it yet, it is likely still in transit to you. Packages can accidentally get scanned as delivered, but they almost always show up.
Our family greatly appreciates your business and wish we could hand deliver each order in our own sleigh. Personally, we’re seeing the same shipping delays from gifts we’ve ordered from all types of retailers across the country. We’re disappointed to do so ourselves, but we’re planning to wrap photos of what we’ve ordered if our own packages don’t arrive in time. (Fingers crossed it doesn’t come to that for any of us.)
We’re truly sorry for any delays you’re experiencing and appreciate your continued patience.
Wishing you and yours a healthy holiday season.
-The TieMart Family
Returns and exchanges
When will my order ship?
Once you place your order, it's going to leave our Illinois warehouse really fast. Orders placed Monday-Friday online by 12 p.m. central time typically ship the same day (on in-stock items, which includes 99% of our inventory). Orders placed after 12 p.m. on weekdays, as well as anytime on weekends or holidays, ship the following business day.
How long your order takes to get to you depends on the shipping option chosen. See our shipping page for more info.
Make changes to an order
If you need to make changes to an order already placed, please call us immediately at 847-566-5980. We'll do everything we can to accommodate your request. However, our shipping process is very efficient and your order already may have been processed and picked up by shipping carrier. We cannot change or cancel an order once it has left our building.
If you provided an incorrect shipping address when placing your order and the package is undeliverable, there is an additional charge for redelivery. If we receive an order back because it was refused, we refund the item cost only; we do not refund shipping charges.