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FAQ

ORDERING ON TYLERSAUSTIN.COM

1. What forms of payment does TylersAustin.com accept?
  1. TylersAustin.com accepts Visa, Mastercard, Discover, and Tyler’s online gift certificates. We will soon be accepting American Express and PayPal.
2. Is there a difference between a Tyler’s Online Gift Certificate and Tyler’s In-Store Gift Card?
  1. Yes. Both can be purchased online however you may only use the Gift Certificate online and the Gift Card in stores.
    Remember: Certificate=Online, Card=In-Store.
3. Can a Tyler’s Gift Card be used online?
  1. No. We currently do not accept Tyler’s Gift Cards online.
. 4. How do I redeem my Tyler’s Online Gift Certificate?
  1. During the checkout process after you choose your delivery option, you will notice a “Gift Certificate” box where you can enter your 17-digit code.
5. How do I know if my order was placed successfully?
  1. After your order is submitted you will be directed to an order confirmation page with your order number. If you’ve reached this page, you can be assured your order did go through and will be processed. You should also receive an email confirmation shortly after your order is submitted.
  2. If your order did not go through, you will need to place it again (See, “What if my order was declined”.
6. What if my order was declined?
  1. The most common reason for an order being declined is a conflict between the billing information you provided and what is on file with your credit card company. Upon check out, when you enter your credit card information for payment, click the link to the right to change your billing information. If you place three unsuccessful attempts, the system will lock you out and reset after 45 minutes for security purposes.
7. Are the quantities on TylersAustin.com always accurate?
  1. a. TylersAustin.com is always continually improving. Currently our inventory online is maintained manually so it may not always be up-to-date, however we are in the process of updating our system so it will soon all be automatic. If you have any questions or concerns about an item being in stock, contact us! We’ll be happy to help you out.

  2. In the event you order an item that is out-of-stock, TylersAustin.com will attempt to contact you, via email first then telephone, and discuss the options for an out-of-stock item. This may cause a delay in processing your order.
8. Can I cancel an order once it has been placed?
  1. You may cancel your order via email or telephone up to the time that your order is shipped from Tyler’s. If the order has already been processed and shipped, you cannot cancel the order. Once it has been shipped, you may return it for a refund. (see “Returns and Exchanges”)
RETURNS AND EXCHANGES

1. What is your Return/Exchange Policy?
  1. Our Risk Free Guarantee: Tyler’s is committed to customer satisfaction. If you are unhappy for any reason with the merchandise you receive, simply return it within 30 days of the shipping date for a refund (merchandise must be in the condition it was received). After 30 days, you may exchange your item(s) at their current selling price or you will receive online store credit in the form of a Tyler’s Online Gift Certificate.
  • b. Hassel-Free Returns and Exchanges:
    1. The merchandise must be returned in original condition for resale with price tags attached, unless defective
    2. Footwear must be in new condition (no wear on the inside or outside), unless defective.
    3. Swimwear must have original tags and hygiene liners attached. It also must be in original condition (absolutely NO wear), unless defective
    4. Sunglasses, headphones, and watches are final sale and cannot be returned. Please contact the manufacturer about defective returns.
    5. For an exchange, if the price of the new item is higher, your credit card will be charged for the difference. If the price of the new item is lower, you will be credited the balance, provided return is within 30 days from the date order was shipped.
    . 2. How do I Return/Exchange an item?
    1. Send all items to:
      TYLERSAUSTIN.COM
      2338 Guadalupe St
      Austin, TX 78705

    2. There are just four simple steps:
      1. Complete the Return & Exchange Form and enclose it with your return merchandise. (No need to include the Invoice…keep it for your records!)
      2. Pack all items in a secure carton or reuse the original packaging.
      3. Affix the included UPS Return Label (or postage of your choice) to your package and send away!

    3. Please note that your exchange item(s) may be out of stock by the time your return is received. We suggest you list three choices as indicated on the Return & Exchange Form, or specify that you would like to receive an online store credit. If your exchange is out-of-stock, we will contact you via email or telephone to discuss your options.
    . 3. Do I have to pay to send merchandise back?
    1. Customers are responsible for shipping all exchange/return merchandise back to us (unless defective or the wrong items were shipped). For your convenience, we include a UPS Return Label in most packages.
      1. If you decide to return or exchange an item, the cost of the UPS Return Label (stated on your invoice) will be deducted from your refund or charged to your credit card.
      2. In the event a return is made due to defective merchandise or a wrong item was shipped, you will not be responsible for the cost of shipping the merchandise back. Simply use the UPS Return Label provided, or include a receipt for the postage paid and we will refund that amount to you.

    2. Tyler’s will cover the cost to ship exchanged items back to you (via UPS Ground Service only) to offset the cost you incurred shipping the items back to Tyler’s. Tyler’s reserves the right to revoke this policy on a case-by-case basis in the event we deem a customer is abusing it.
    4. Which method of shipping should I choose to send my items back?
    1. You can choose any method you like (USPS, UPS, FedEx, etc.). If you use our return label, you must ship with UPS. We highly advise securing a tracking number for your return, as TylersAustin.com will not be liable for any return packages lost in transit.
    5. How do I know my exchange/return has been processed?
    1. Please allow up to 10 business days for processing from the time you return your item(s) to us. For exchanges, you will get an email confirmation once the items are on their way out to you.
    6. What if I was shipped the wrong item(s)?
    1. We apologize for any shipping mistakes. Please fill out the return/exchange form, affix the UPS Label to your package, and send the wrong item to us. We will be happy to correct it as quickly as possible. And remember, you will not be charged for using the return label since we made the mistake.
    SHIPPING METHODS & TIMES 1. Does TylersAustin.com ship to P.O. Boxes or Military APO/FPO addresses?
    1. All domestic orders ship exclusively with UPS. UPS does not deliver to P.O. Boxes or Military APO/FPO addresses. TylersAustin.com will ship to those addresses using USPS, however we do not include our convenient return labels in those packages
    2. How much does shipping and handling cost?
    1. Shipping costs vary with every order. All shipping options and costs will be calculated for you during checkout. Shipping costs will be calculated based on weight of package, shipping location and other various UPS charges. Remember, if you order over $100 of merchandise, TylersAustin.com will ship to you for free (in the contiguous US).
    3. How long does it take for my order to ship once it is placed?
    1. Please allow up to 5 business days for TylersAustin.com to process your order and 5-7 business days for UPS Ground to deliver. Note that TylerAustin.com will not ship on weekends or holidays.

    2. Please note-shipping may take longer due to items being out-of stock or spread among various stores. In the case of out-of-stock merchandise, Tyler’s will attempt to contact the customer via email or telephone. TylersAustin.com reserves the right to cancel any order over 30 days repeated communication attempts fail.
    4. Can I track my order once it has been shipped?
    1. Yes. You will receive a shipping confirmation email from TYLER’S, which will include two UPS tracking numbers. The first tracking number will track your order from TylersAustin.com to your address. The second tracking number will track your return merchandise back to TylersAustin.com, if you choose to use our included UPS return Label.
    5. Does TylersAustin.com ship internationally?
    1. a. At this time, Tyler’s does not ship internationally.
    PRODUCTS AND SIZING

    Size chart