FAQs
Shipping
When will my order arrive?
Orders are shipped within 3-5 business days (excluding weekends and holidays). During sales, shipping times may be extended by 1-2 business days.
My order is marked as delivered, but I haven’t received it. What should I do?
Once your order leaves our fulfillment center, we no longer have control over the shipment. Please verify that the shipping address you provided during checkout is accurate and complete. If everything is correct but your package is still missing, we recommend filing a claim with USPS to help locate your package.
I haven’t received my order confirmation email. What should I do?
Please ensure that the email address you provided at checkout is accurate. Order confirmation emails can take up to 24 hours to appear in your inbox. If you still haven’t received it after this time, please contact us via email for assistance.
What should I do if I received the wrong item?
We’re a small team, and occasionally mistakes happen. If you receive an incorrect item, TIER will cover the shipping costs for both the return and the replacement. Please email us at info@shoptier.nyc so we can resolve the issue and send you the correct item promptly.
Pre-Orders
Shipping Timeline
- Pre-orders are expected to ship within 6-8 weeks unless otherwise specified. Please allow this full duration for production and shipping.
Address Accuracy
- Ensure that your shipping address is 100% accurate at checkout, including apartment numbers and ZIP codes. TIER cannot modify addresses after 24 hours of an order placed and will ship only to the address provided during checkout.
Made-to-Order Policy
- All pre-order items are made to order. This means they are crafted specifically for you, and as such, no returns or exchanges are permitted.
Separation of Orders
- Please do not combine in-stock items with pre-order items in the same order. In-stock items should be purchased separately.
Sales Finality
- All pre-order sales are final. Cancellations, refunds, or exchanges will not be accommodated under any circumstances. However, we are happy to provide store credit in the event of any issues. A refund will only be issued if there is a pre-order production issue on our end.
Communication
- Please refrain from emailing about your pre-order status prior to the stated 6-8 week shipping duration. You will receive an email notification with tracking information once your order has shipped.
What should I do if my item is damaged or faulty?
Manufacturing issues can occasionally occur. If you receive a damaged or faulty item, please email us at info@shoptier.nyc so we can assist you in getting a replacement, if available.
How do I schedule my pickup order?
- Pick Up is currently unavailable
Returns & Exchange
What is your exchange policy?
Exchanges must be requested within 30 days of purchase, and the item must be unworn and in its original condition. Please email us at info@shoptier.nyc to confirm if the requested item is in stock before proceeding.
Do you offer returns?
Do you offer returns?
We do not offer returns at this time. However, we’re happy to provide store credit or process an exchange. Please contact us at info@shoptier.nyc to arrange this.
How do I exchange an item?
Email info@shoptier.nyc with your order number and desired exchange details. Items must be in their original condition.
What if my item is defective?
Contact info@shoptier.nyc within 30 days with photos and details. We’ll cover shipping costs if applicable.
General
How can I contact Customer Service?
You can reach our Customer Service team at info@shoptier.nyc. Our standard response time is 24-48 hours. Please note that delays may occur during holidays and peak seasons, but we’ll do our best to get back to you as soon as possible.
The item I would like to purchase is out of Stock. Will it be restocking soon?
We update stock randomly. The easiest way to stay up-to-date on restocks is subscribing to our newsletter and the desired product.
How do I take care of my TIER?
Our wash instructions are listed on the item tag, as well as the item details. When in doubt, DRY CLEAN!
AfterPay feature is not letting me checkout. What can I do?
When using the AfterPay feature, please keep in mind that your order total must be over $50. If you’re still having issues, please reach out to info@shoptier.nyc.
I am XYZ size. What size should I get?
Our size chart is listed below each item. Our items run true to size; unless stated otherwise in the item description. If you are still unsure please email us at info@shoptier.nyc