Refund policy
The Tiki Yard Return Policy
General Return/Exchange Policy
This policy applies to all goods sold on our site.
IMPORTANT:
Do not send back an item for return until you have first received a return authorization from The Tiki Yard. When authorized, we will send you the correct address with your return authorization. Do not use the return address on your package. Your return will not be received and you will not get a refund.
- We offer a 30-day return/exchange window on items shipped within the USA. If the product is defective, poor-quality, or simply not to your liking, you can request a return within 30 days of receiving your order for a refund. All return items must be in new, unused condition and in the same state as it was sold free of makeup, deodorant marks, pet hair, odors, and stains unless proven defective to qualify for a refund or exchange.
- If your return or exchange is disqualified, you may request to have the item shipped back at your expense, we will hold your disqualified return for 15 days. If we do not receive notification that you want your return item(s) sent back within the 15 day window, then your return item(s) will be forfeited and disposed of according to our policy.
- No Order Bracketing Allowed: This is where you order the same item in two sizes with the intention of returning one in order to find the best fit. The bottom line, since our products are made to order on demand, we do not carry inventory. This means in order for you to do this, we have to make an extra item just for you. So we do not allow this and will decline any return that appear to be order bracketing. If you are unsure of size, we can help you either through our online chat or you can contact us via telephone or our contact form.
- We do not cover return shipping costs, except in the very rare case of a defective or damaged product. You may use a shipping carrier of your choice to send the item back, or if you prefer, we can provide a prepaid return label and deduct the cost from your refund, this is often the most affordable option.
- For U.S. exchanges, we cover the cost of shipping the replacement item to you. To qualify, you must notify us that you’d like to make an exchange. If you return an item without requesting an exchange, standard shipping charges will apply.
- Shipping fees are non refundable.
- Once your return is approved, you have 14 days to mail the product back, and it must be postmarked within this 14-day window. Returns postmarked after this time will not be eligible for a refund. If your order is still within the 30-day return window, you may open a new return request, but this second request must also be postmarked within the same 30-day window that began on your delivery date, regardless of how much time remains. Second request returns postmarked after the 30-day window closes will no longer be eligible for a return or refund. For 2nd request returns that are post marked after the return 30-day window expires, the items received may be shipped back to you at your expense, or you may choose to forfeit the item however they no longer qualify for a return or a refund. No exceptions will be made.
- For orders placed between November 1st and December 10th, we accept returns or exchanges through January 31st of the following year. Returned items must be unused and in new condition.
Lost or Stolen Packages
If tracking information shows that your order was delivered, but you did not receive it:
- The Tiki Yard is not responsible for lost, stolen, or mis-delivered packages after the carrier marks them as delivered.
- It is the buyer’s responsibility to provide a secure delivery location.
- We recommend checking with neighbors, your local post office, or the carrier directly if you suspect an issue.
- We are happy to assist with carrier details or support documentation if needed to help you initiate a claim.
If tracking information shows that your order was not delivered or still in transit:
- If your order is verifiably lost, meaning the tracking information shows it was not delivered within a reasonable amount of time, we will issue a full refund, store credit, or a reshipment. You must contact us within 45 days from the date of your order.
Event Sales
- All items purchased at an in person event are final sale. No returns will be accepted.
- Exchanges in some cases can be facilitated but depend on available inventory and the mode of exchange.
Refund Exceptions
- Unless defective or of poor quality, exchanged items are not returnable.
How to Start a Return
- Log into your account here and submit your return request online.
- Once your return is authorized, you will receive the return address and instructions on how to proceed.
Important:
- Do not send back items without prior authorization. Unauthorized returns, including delivery refusals, will not be accepted, and refunds will not be provided.
- You are responsible for accepting all shipments related to your order before making a return request. Failure to accept delivery may void your eligibility for a refund.
If your return is accepted, we can on request provide a prepaid shipping label of which the cost of shipping would be deducted from your total refund. Detailed return instructions will be sent so make sure you wait for the instruction before sending back your return. Please contact us at thetikiyard@thetikiyard.com for any questions about returns.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or incorrect. We will evaluate the issue and work to resolve it promptly.
Non-Returnable Items
- Gift cards
- Items that are not in new, unused condition in the same state as it was sold free of makeup, deodorant marks, pet hair, odors, and stains unless proven defective to qualify for a refund or exchange.
Refund Process
- Once we receive and inspect your return, we will notify you of approval or rejection. Approved refunds will be issued to your original payment method within 10 business days.
- Please allow additional time for your bank or credit card company to process and post the refund.
- If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at thetikiyard@thetikiyard.com.
We are here to make your shopping experience enjoyable. If you have any questions about this policy, don't hesitate to reach out to us!
We reserve the right to modify, interpret, or make exceptions to this return and refund policy at our sole discretion, with or without prior notice, including in situations not explicitly addressed above.