FAQ

SHIPPING / TRACKING

FULFILLMENT

Preauthorization
Once available funds are verified through the pre-authorization process, we will then fulfill the order and prepare the package for an accurate shipping fee. If funds are not verified due to any reason such as insufficient funds, the order will not be processed and will be pushed all the way to the back of the daily order batch. So, please make sure to secure funds before checkout to avoid any delay or cancellation.
Some items may sell out fast and in that case, we will only charge and ship what is available at the time. Please refer to “stock availability” below for further explanation.

What does it mean to “pre-authorize charge” ?
We pre-authorize the credit card only to hold the necessary funds to process the order. Pre-authorize charge is a rough estimate of the total amount as shipping costs may vary. We finalize the charge once the items in the cart are packed with the exact shipping cost is calculated.

Capture/Finalize
Once we fulfill the order physically, we capture the final amount (available merchandise + accurate shipping fee. At this time, a confirmation email will be sent out to the customer for the fulfilled order with the list of items that are packed.
The final captured amount may be lower or may exceed the previously estimated temporary charge/ hold amount. Please allow 1-2 days for the initial temporary charge/ hold to disappear/ correct itself on the credit card statement online.

How long does it take to process an order?
Cut-off times for all orders are 12:00pm PST, Monday through Friday. If your order is placed after 12pm, it will be processed the next business day. Order processing time frame can take anywhere between 1-3 business days.
If you received a shipping confirmation email, then your order has been dispatched and is currently with the carrier. Carrier delays may occur due to global supply chain delays, customs, public holidays, limited cargo capacity, and increased global package volume.

SHIPPING

Until your parcel has been sorted and scanned by the carrier, there won’t be any tracking events for you to check on. This may show as a ‘label created’ status with the carrier, and the carrier may take 24 hours to update tracking information online.

If you received a shipping confirmation with your tracking number, this indicates that your package has been dispatched and is on its way to you.

Orders placed over the weekend or on a public holiday are shipped the following business day. International orders will make their way to customs upon departure and entry into your country, so be sure to give it some time just in case you are not seeing any movement on your package.

If you placed an order and have not received a shipping confirmation email from us after 48 hours, please reach out to our Customer Service Team at INFO@TICTOCLA.COM

Why haven’t I received an order or shipping confirmation?
Make sure you have searched your promotional, junk, and spam folders in case the email login code has landed there. You can mark us as SAFE too so that you won’t miss a beat from us in the future!
Still, no luck finding this one? Log into your account and go to MY ACCOUNT. You will see a “MY ORDERS” tab and you can get a hold of your order number there.

How can I change my shipping address?
You must enter the correct delivery address and delivery instructions at the time of placing your order. If you enter an incorrect address, we are not obliged to re-send the order to the correct address at our own expense. If your package is currently in transit, please use your tracking number to submit your request. If your order has not been shipped, please contact us with your updated shipping address.

Why am I being charged extra for shipping?
We preauthorize customers' credit cards for the order amount plus estimated shipping. You will see this temporary charge on the credit card of the amount that is comprised of the order plus the estimated shipping cost. This charge will be later reverted and corrected with the final amount once the order is finalized with the exact shipping cost. It is not a double charge, please allow 1-2 days to see the initial authorization charge disappear from your online bank activity.

Can you combine my orders?
We do not consolidate shipping as we package and process per order. Due to heavy traffic, to avoid extended processing delays, we do not offer a combination of packages. Please be aware when placing multiple orders.

How much is shipping?
Shipping costs may vary depending on the following criterion: carton size/ weight/ destination. In order to figure out the exact shipping amount we would need to pack and measure your order as it could vary drastically depending on the combination in bulk.

Here are some rough guidelines to estimate the shipping cost:

BOX SIZE (in Inches)	ITEM CONTENTS	WEIGHT (LBS)	CA 4-5 DAYS	TX 4-5 DAYS	GA 4-5 DAYS	NY / FL 4-5 DAYS	CANADA, PUERTO RICO, VIRGIN ISLANDS 7-15 DAYS	INTERNATIONAL UK, AUSTRALIA 4-10 DAYS
UPS PAK POLYBAG 13X11X0	(1 PACK OF SMALL CROP TOP OR BODYSUIT)	1-3 LBS	$19	$22	$24	$28	$35	$55
UPS SMALL BOX 13X11X2	(2 PACKS OF SMALL TOP, SMALL BODYSUIT) OR(1 PACK OF MINI DRESS	1-3 LBS	$22	$24	$26	$30	$38	$58
UPS MEDIUM BOX 16X11X3	(2 PACKS OF SMALL TOP, SMALL BODYSUIT) OR(1 PACK OF MINI DRESS)	3-5 LBS	$26	$28	$30	$32	$42	$65
UPS LARGE BOX 18X13X3	(3 PACKS OF SMALL TOP, SMALL BODYSUIT) OR(2 PACK OF MINI DRESS)	4-10 LBS	$28	$30	$32	$34	$46	$70
24X24 POLY MAILER BAG 24X24X0	(1 PACK OF 2 PC SETS, INCLUDING TRACKSUIT, PANTS SET AND VELOUR SHORT SETS)	5-10 LBS	$30	$32	$34	$36	$50	$90
X-24 24X16X4	BODYSUIT (CROP TOP) 2 PKS + DRESS 2PKS ORVELOUR TRACKSET 1PACK OR 2PACKS OF DRESSES	10-15 LBS	$32	$34	$36	$38	$65	$100
G-5 28X17X5	VELOUR TRACKSET 2 PKS OR6-8 PK CROP TOP	15-20 LBS	$34	$36	$38	$40	$75	$120
G-7 29X17X7	VELOUR TRACKSUIT 3 PKS OR8 PK DRESS OR 10 PK CROP TOP (BODYSUIT	20-25 LBS	$36	$38	$40	$42	$80	$140
G-9 29X17X9	2 PKS DENIM JACKET + 1 PK DRESS + 2PK CROP TOP OR12 PK DRESS OR5 PK VELOUR SET	25-30 LBS	$44	$50	$55	$60	$85	$160
G-12 29X17X12	1 PK LARGE PUFFY JACKET+ 2PK DENIM JACKET OR 15 PK DRESS OR 6 PK COZY KNIT 2PC SET OR 20 PK BODYSUIT (CROP TOP)	30-49 LBS	$60	$65	$70	$72	$90	$180
G-15 29X17X15	1 PK LARGE PUFFY JACKET + 2PACK DENIM JACKET +10 PACK CROP TOP	40-50	$70	$75	$80	$85	$100	$200

Can you expedite my order?

“Expedited air shipments” (ex. Next day Air, 2^nd day air, 3^rdday select)
Often customers request expedited air shipments to meet their photoshoot schedule. However, we highly recommend not to use this service as they are not guaranteed to arrive on time due to covid delayed airline schedule. Moreover, they are extremely expensive and we believe the cost is not reasonable. We will not be responsible for late delivery as it is outside of our control.

TRACKING

How do I track my order?
You will receive a shipping confirmation as soon as your order leaves our warehouse along with a copy of your invoice. The tracking number will be available on your invoice. Please note that it can take up to 24 hours to show any sort of an update within the tracking link

DELIVERY

Order processing time frame can take anywhere between 1-5 business days. All orders are processed on a first come first serve basis.
If you received a shipping confirmation email, then your order has been dispatched and is currently with the carrier. Carrier delays may occur due to global supply chain delays, customs, public holidays, limited cargo capacity, and increased global package volume.

Once shipped out the order may take anywhere from 4-6 business days domestically and anywhere form 4-15 days for international shipments. International orders will make their way to customs upon departure and entry into your country, so be sure to give it some time just in case you are not seeing any movement on your package.

If an INTERNATIONAL customer, please refer to below shipping information.
Please be aware of duties and customs fees as we are not responsible for those expenses. Please be sure to research and calculate any duties and customs fees prior to international wholesale purchases as the customs may put a hold on packages for nonpayment.

What is Import Duty?

Import duty is a tax collected by your country’s authorities on the goods that arrive from other countries.

For all international countries, payment of Duties & Taxes must be paid upon entry (not at checkout).
Duties/GST/Taxes are NON-REFUNDABLE once your parcel has shipped.

My package didn’t arrive, what can I do?
Please be sure to check your shipping address info Thoroughly when placing your order including name, Attn: , apt # / suite #, zip code, and all the detail possible!!
If it is missing apt# or suite# on the shipping address section during the order process, the package may be lost. We will not be responsible for any delayed or lost packages due to incorrect/ incomplete address input on the customers’ end.

We are not responsible for any lost packages due to theft/ negligence on receiving part. Our carriers can only do so much on their part. Once our carrier investigation states indeed the package was properly delivered to the provided address, we have no recourse on the package/transaction.
It is the customer’s responsibility to track and receive the package properly once the package leaves our facility. Therefore, we kindly ask all of our customers to be vigilant and responsive with their #tracking number (as we always provide in the shipping confirmation email).

ORDER ISSUES

Why was my order cancelled?
We sincerely apologize if you've placed an order and received a cancellation email! This happens when the product quantity wasn't available when it came time to fulfill your order.
Not to worry! The cancellation/refund notification confirms that we've already gone ahead and issued a refund for the out-of-stock item(s). The refund will appear back in your account in 3-5 business days, depending on your bank’s clearance times.

My order was canceled, when will I receive my refund?
Depending on your financial institution, the release will be reflected in your bank account between 1 to 7 business days. We recommend contacting your bank or method of payment directly if you do not see the refund after that timeframe.

Can I cancel or change my order?
As soon as you place your order, we’re on it – we know you need it fast! This means we need to be notified as soon as possible if any order changes need to be made. Contact us by phone or email.

I received a damaged item, what can I do?
We're sorry to hear you've received your package in less-than-perfect condition. To fix this ASAP, contact us at info@tictocla.com notifying us of the issue. Please attach a photo of the damaged items along with your order number. Please note we are unable to assist with product issues for orders placed over 2 weeks. Our quality control process is in place to ensure that our customers have the best shopping experience with us, which includes all of your items being delivered in original condition.

I am missing an item in my package.
Our quality assurance team ensures all items are scanned and weighed into the package at the time of dispatch. Please make sure the item isn’t lost amongst the wrapping.
If you are still unable to locate the item, please review your invoice. If the item is not being displayed on your invoice, we most likely sold out of t and were unable to include it in your package. If you would like to verify feel free to contact us at info@tictocla.com.

I received the incorrect item!
We apologize you received the incorrect item. Please head to our contact us directly at info@tictocla.com
And include the following information in your message:

Your name
Order number
Product name and code of the item ordered found on your order confirmation email
Product name and code of the item received
Description/photo of the item you received - please attach an image of the incorrect item received

PAYMENT ISSUES

Why isn’t my payment processing?
For security purposes, our system goes through a double verification process. If your card information does not match your billing information completely, you will be flagged and the transaction will be declined as a payment error due to failure to complete the fraud analysis.
If your information matches, please try switching devices and/or browsers and check out from Google Chrome or Safari. Our website has been optimized for your shopping experience using these browsers.
If you receive an error message that your credit card has been declined, please try reaching out to your credit card company as a first attempt.
If you’re still not having any luck, please send a screenshot of the error message displays to our Customer Experience team so we can better assist you!

My payment was declined when you guys processed my order.
We do not hold merchandise for declined payments on all orders. We process and ship “first come first serve” basis. Please do not risk losing your place/order expecting us to hold the merchandise until the new payment is updated. We urge our customers to have sufficient funds at all times for the order process to be seamless. Declined payment may result in order cancellation!

KLARNA

What is klarna?
Klarna is a buy now, pay later service. It allows you to split the cost of your purchase into 4 installments.

How does Klarna work?
Klarna will automatically charge your selected card every 2 weeks until your 4 interest-free installments are complete.

*Monthly financing through Klarna issued by WebBank, member FDIC. Other CA resident loans made or arranged pursuant to a California Financing Law license. For further information click here.

My order was canceled when will I receive my refund?
Depending on your financial institution, the release will be reflected in your bank account between 1 to 7 business days. We recommend contacting Klarna directly if you do not see the refund after that timeframe.

PRODUCT STOCK /SIZING

What’s in stock?
All items are in stock and ready to ship in except for the “PREORDER” section. Order processing takes 1-3 business days. All items are subject to availability and thus the rates can be adjusted accordingly with a possible refund to the customer.
We will try our best to fulfill and complete all the orders as much as we can after the order is placed online, however, we cannot guarantee stock.

Can you tell me when something will restock?
We’re constantly replenishing our most popular items and adding New Arrivals almost every day.
We can't provide exact estimates of when items will be back in stock, but we do provide a restock tab on our site. Allowing you to know what items to expect.

Can I place a preorder?
We do not take any pre-orders at the moment. Please refer to our "incoming" section for restock/ new release dates under "description" for each style

Do you offer private labeling?
We do offer private labels if the order qty is bigger than 120pcs per color of one style. The customer may choose the size breakdown and prepackaging. (ex. 3-2-1 small-medium-large or 2-2-2 small-medium-large). Any private label work requires a 50% deposit upfront. A 50% deposit is non-refundable. The customer needs to pay the balance upon arrival of the shipment to our warehouse. Otherwise, the 50% deposit will be forfeited. The usual lead time is 5-10 weeks. Customers may provide us with their own main label or they may use our “TIC TOC” main label.

For further questions regarding customize/ private label orders, please email jun@tictocla.com.
We DO NOT do the removal of our original labels and hangtags for our customers. Customers may find a third-party vendor for such services.

What’s your sizing like?
Our main model, Anastasia, has the following specs: height: 5'7 chest: 37” waist: 27" hip: 40" thigh: 20 1/2". The model is wearing a size small, on all items unless told otherwise through the description.

Size Chart:

The following chart reflects our sizing in INCHES

RETURNS/EXCHANGES

RETURN POLICY

All sales are FINAL and NOT subject to a refund. Credit or exchange may be issued if the merchandise is a factory defect.

Claims for factory defect items must be made within 2 days upon receipt of merchandise (checked by tracking the package).

3. If an order cancellation is necessary, a written request to the manufacturer must be approved before any order can be returned.

4. Shipping and handling are nonrefundable. (Including but not limited to all refused and unaccepted packages.)

If your return has been accepted by our customer service team we require the following:
All returned items must be unworn, with original tags, stain-free, and odor-free. We will charge a 15% restocking fee if any of these items appear to have been worn.
Our team thoroughly inspects ALL items. NO USED, DAMAGED, ODORED, OR STAINED ITEMS WILL BE ACCEPTED FOR RETURN. NO EXCEPTIONS.
Be sure to include the order number in your package and take note of your tracking number as we won’t be able to track this for you. Duties, taxes, and VAT are not refunded on international returns.

TECHNICAL ISSUES

ACCOUNT ISSUES

I am having trouble with the website.
As a first step, we always recommend using Chrome as your browser for the optimal experience on our website.
If the technical issue still persists with Chrome, contact us at info@tictocla.com
Why can’t I create an account?
Our system may be trying to verify your uploaded document. To facilitate the process, reach out to us and request to have your order created.

How do I create an account?
Visit the account tab and click on “CREATE AN ACCOUNT”
You will be asked to upload your business license or seller's permit. Upon creating your account it will take a few minutes for our system to verify the details and you should receive access then.

Why isn’t my account login working?
Login by clicking on the person icon at the top of your page and entering your email. Make sure you double-check your email address and password. If the error persists, contact us and we will help re-access your account.

How can I delete my account?
Please reach out to info@tictocla.com if you wish to have your account removed from our website.

THANK YOU FOR TAKING THE TIME AND SHOPPING WITH US! WE ARE SUPER EXCITED TO WORK WITH YOU AS YOUR VENDOR! WE PROMISE TO CONTINUE DOING OUR PART TO PROVIDE THE BEST SELECTION OF QUALITY PRODUCTS AND SERVICES. WE ARE HERE TO SUPPORT YOUR BUSINESS TO GROW AND PROSPER IN THE LONG RUN. WE GREATLY VALUE EVERY PARTNERSHIP AND RELATIONSHIP.