FREQUENTLY ASKED QUESTIONS
Q: What payment types are accepted?
A: We accept the following tenders: Visa, Mastercard, American Express, & Discover.
Q: How many promotional codes can I use on a single order and are there any restrictions?
A: We offer a variety of promotional codes to our customers such as gift with purchases, free shipping, percentage off, and dollar amount off. A total of 1 promotional code can be used at checkout as long as they are not two monetary codes, such as percentage off or dollar off. Promotional codes may exclude certain items or categories of merchandise.
Q: What is an online shopping account and the benefits of having one?
A: The online shopping account serves as a speedier checkout process for our customers. By having an online shopping account our customers have the capability to: view order history, control email preferences, save their favorite items to view later, and store their billing and shipping information.
Q: How will I know which carrier will ship my merchandise?
A: Orders placed on Timoteo.net will ship through one of the following: FedEx, or the United States Postal Service (USPS). Standard delivery orders will ship via FedEx 2Day Air or Fed Ex Ground, depending on your zip code. Orders shipped Overnight, Rush, or Saturday delivery will ship via FedEx while shipments to US Territories, APO/FPO, and PO Boxes will be shipped via USPS. Once your order is shipped you well receive a confirmation email with tracking information. To track your order, please click on the tracking number next to “Track Your Shipment”.
Q: It has been 24 to 48 business hours and I have not received a shipping confirmation, why?
A: All orders are subject to a review process to protect our company and customers. During peak periods, the review process may extend past our goal of 48 hours. Please take note that we do not process orders on weekends and on holidays. If you still haven't received a shipping confirmation within 72 hours, please email us at email@example.com with your order number.
Q: If I did not receive an email how can I track my package?
A: Email us directly at firstname.lastname@example.org with your order number.
Q: What if I don't know my order number?
A: You may log into your online account to retrieve your order number. In the event that you do not have an online shopping account you may contact a customer service at (213) 748-3495 ext 104 from 9AM-5PM PST.
Q: My order was canceled, so why do I still see a charge?
A: Unfortunately, when an order is canceled you may have a pending authorization which is not an actual charge. If paid with a debit card it could take up to 3 to 5 business days for the authorization to be removed. Credit card authorizations usually take up to 72 hours to remove. If you have questions or concerns about the pending authorization, please contact Customer Service at (213) 748-3495 ext 104 between 9AM-5PM PST.
Q: Can I change my address once my order has been placed?
A: Once an order is submitted, we only have a 3 HOUR window to manually change the shipping address. Once an order is shipped, we do not have the capability to change it. To make an address change, email us at email@example.com or call us at (213) 748-3495 ext 104 between 9AM to 5PM PST.
Q: Can I change the size, color, or quantity of my order?
A: Once an order is submitted we do not have the capability to make any changes. To make a change, we would have to cancel the order and replace it with the correct information.
Q: My order shows delivered and I did not receive my package. What should I do?
A: We take matters like these very seriously. If your package shows delivered and you are unable to locate the package please contact Customer Service at (213) 748-3495 ext 104 (9AM and 5PM PST) or please email us at firstname.lastname@example.org. Please be sure to have your order number and tracking number readily available.
Q: What if my merchandise is incorrect or damaged?
A: We take matters like these very seriously. Please contact us directly at (213) 748-3495 ext 104 (9AM-5PM PST) and let us know so we can resolve these matters in a timely manner.
Q: What is your Return Policy?
A: At TIMOTEO/CELLBLOCK 13, we want you to be pleased with your purchase. If for any reason you are not completely satisfied, you may return or exchange your purchase when it is presented in SALEABLE condition. Simply follow the guidelines below:
- Returns are eligible for a refund less shipping if returned within 30 days.
- Email email@example.com for an RA# “for a return authorization number”.
- All sale or discounted items are non-returnable.
- Returns on full-priced merchandise will not be accepted after 30 days.
- Unfortunately, we cannot exchange, replace or credit personalized items.
- We recognize that returns are an important options for our customers to have. To ensure a positive shopping experience for all our customers, if we identify an unreasonable return pattern, we may restrict or refuse future transactions from such customers. We recognize that returns are an important options for our customers to have. To ensure a positive shopping experience, if we identify excessive or unreasonable patterns of returns or complaints, we may restrict or refuse future transactions.
Q: How can I return / exchange my order?
A: You can either bring your items to us at 1626 S. Central Ave., Glendale CA 91204. To return through the mail, you can start with emailing us at firstname.lastname@example.org for an RA#. No returns will be allowed without an RA#. In order to process a return or exchange, first obtain a return authorization number (RA#) by emailing email@example.com or calling (213) 748-3495. Once you have an RA#, you may bring or mail your items to us at 1626 South Central Avenue, Glendale, California 91204. If you would like to bring your items to us in person, please make sure to call at least 3 hours ahead to let us know.
Q: What if my merchandise is incorrect or damaged?
A: We apologize if any of your items are anything less than perfect. You can either bring your item(s) to1626 South Central Avenue, Glendale, California 91204 or email us at firstname.lastname@example.org. If you would like to bring your items to us in person, please make sure to call at least 3 hours ahead to let us know.
Q: Will Timoteo & CellBlock13 cover the return fees?
A: We do not cover return shipping fees.
Q: Who pays for import taxes or customs fees / VAT?
A: International customers are responsible for any additional costs.
Q: How long will it take for my return to be received and a credit issued?
A: Returns can take up to 5-7 business days to be processed and refunded. Please be advised this timeframe can take longer during the holiday season.
Q: What is your preferred method for international shipping
A: For international orders, we prefer to send to private residential or business addresses and not post office boxes. If you select a PO Box as your shipping address we will not have the option of using FedEx if we find it to be a better fit.
Q: How are the orders packaged?
A: All orders are discreetly shipped in either FedEx-branded Express packaging, plain white poly mailers, or in plain brown boxes.