Orders, Shipping & Returns:Updated 9 months ago
How long will my order take to ship?🚚 🕑
We process & ship from our Portland, Oregon warehouse 3 times a week and can usually have all orders shipped 1-3 business days after purchase. During sales or promotions, shipping may require 4-7 business days. You will receive a tracking number to the attached email once your order has been shipped via USPS. Please see the TLE Help Center Shipping Information for more details.
How do you estimate shipping costs?
We ship via USPS and shipping costs are automatically calculated at checkout and based on weight and destination of the package. Our rates also include handling and packaging costs.
Do Free Shipping offers apply to international orders? 🌍
At this time, our free shipping offers only apply to customers within the Mainland USA
Oops! 😅 I entered the Wrong Address at checkout, what do I do?
Reach out to us at [email protected] to update your order before it is shipped. If the order has already shipped & gets returned to us, we will ask that a second payment for shipping is paid for.
Where is my package? 📦 Delayed, Lost, or Missing?
Please let us know so we can monitor the situation by emailing us at [email protected] . **Please note that once the order has left our hands and is in the possession of USPS, we ask that you contact USPS customer service directly at 1-800-275-8777 to file an inquiry as to the location of your package or contact your local post office for more information.
Can I make a return? 📬
Absolutely. We want to make sure you're happy with your purchase, either online or in our stores. We'll take online returns or exchanges within 30 days of purchase for any reason, and within 15 days in our stores (make sure you have the receipt!). You can read our complete refund and exchange policy here.
Please reach out to us at [email protected] to arrange your return or exchange. You will be responsible for the return shipping back to us, and we will cover shipping back to you if you are exchanging an item.
Does TLE pay customs duties + fees for international shipping?
No, TLE is not responsible for customs duties, taxes, or fees of any kind.
I got my order but my item was damaged. 💔 What can I do?
Email us at [email protected] with your order number, order info & photos of the damages. This will help us to replace your item(s) and/or file a claim with the postal service. Please include photos of your package with the product, box, and packaging.
How do online pick up orders work? 🙌
Typically pickup orders are ready within 5-7 business days. You will receive an order confirmation email shortly after check out and then an additional email when your order is ready for pickup. You may then come to our Hawthorne location, 3541 SE Hawthorne Blvd. Portland, OR 97214, when it's convenient for you anytime during store hours. Be sure to have your order number ready and our Store staff will assist you!
Forgot you made a pick up order… Like… a long time ago 😬 ? What now?
Online Pick up orders will be held at our Hawthorne location for a total of 60 days from the date of fulfillment. If left for more than 60 days items will be placed back in our inventory to sell and the order will be marked as abandoned. Your account will be refunded to an online gift card which can be used on our website Tenderlovingempire.com.
If for any reason you are unable to pick up within the 60 day time frame and would like us to hold on to your order a bit longer, please reach out to us at [email protected]. We understand that life happens and don’t mind holding onto the cool stuff you bought for another 30 days.
Unable to pick up your order but still want your stuff? 💛
If you moved or are stuck out of town and cannot physically make it into our Hawthorne location to pick up your online order within the 60 day hold limit, no problem! We can ship it to you! Just reach out to us at [email protected] with your order number, name, and shipping address and we will send you your awesome stuff! Shipping costs will be invoiced to you separately.
I have not received any notifications since placing my online order.
Please take a peek in your spam folder first, many retailer emails get auto filed into there. If you still do not see any information regarding your order please reach out to us at [email protected]
I ordered a gift 🎁 online and don’t want the prices included, help!
No need to worry! All web orders come with a gift receipt as the packing slip automatically - no prices will be shown. If we see that the recipient is different than that who purchased our warehouse team will aim to take off any price tags on the products.