FAQ - Frequently Asked Questions
What is a TikiLand Trading Co tiki mug PRE-PRE-SALE?
Our pre-pre-sale is basically a period of time when we announce a new mug, list the known details about it, as well as list the price at which we think we’re going to start the pre-sale at. We usually do not announce how long a pre-pre-sale will last and when it will convert to the actual pre-sale, however during this time those interested are able to signup on the item page to receive notifications by email, text, or Facebook Messenger to be alerted as soon as the pre-sale goes live.
What’s a TikiLand Trading Co. tiki mug PRE-SALE?
Our tiki mugs start with a concept sketch and we open a pre-sale based on the sketch. Then we move to the sculpting process. Once we are happy with the sculpt, the tiki mug goes into production. Molds are made, glazes are tested. We look at samples, fine tune, and make sure we get it just right.So ordering during the “sketch” phase of our pre-sale means you're getting in at the very beginning, at the best price, but it also means you're waiting for the production to begin and finish. Each pre-sale order page specifies the expected shipping timeframe.Some people choose to wait until further on in the process, or even until the tiki mug is completed (when we show a final glaze sample) before they order. This means their wait isn't as long but they're paying a higher price than those who ordered during the initial “sketch” phase of our pre-sale.We offer the best price during our pre-sale because there is a lengthy wait, and it’s our way of thanking those who get in from the start. As each of our tiki mugs progress in the production process the price increases incrementally.The benefits of ordering during our pre-sale period is that you’re guaranteed to get that particular tiki mug. You don’t have to stress out about waiting for an on-sale where a tiki mug may sell out in minutes. It also prevents the stress and high prices associated with buying from auctions sites or aftermarket because you missed out during the on-sale.We produce a handful of extra tiki mugs to accommodate for breakage and flaws. This means that sometimes we have extras to sell once our pre-sales have been fulfilled. However, this is not always the case, as we’ve already had tiki mugs fully sell out via pre-sale.Mahalo for your support of all the artists we work with to make our TikiLand Trading Co. tiki mugs a reality.
Where are TikiLand Trading Co. tiki mugs made?
We have multiple studios now, as well as production partners, domestic and abroad, where we produce mugs. We do not use the factory(s) which Tiki Farm (and Mondo), Munktiki Imports, or Geeki Tiki use. When a mug is produced abroad, it’s appropriately listed as Import on an item page. If it doesn’t say, it’s made domestically (USA). Regardless of where each of our mugs are produced, we hold them all to the same standards. In the case that a mug is produced with a partner with a heritage in Tiki, such as Eekum Bookum, we may choose to share that from the start on the item page.How many TikiLand Trading Co. tiki mugs are being produced of each design. We only release numbers for Limited Editions, otherwise they’d all be limited editions. An edition which is limited by a number being produced will have that number listed in the details of the item page. While technically our mugs which aren't listed as Limited Edition are open edition, it’s unlikely for us to revisit the same mug with the same glaze - once it’s gone, it’s gone basically, at least for now.
How should I clean my TikiLand Trading Co. tiki mug?
You may notice that your tiki mug may have many caverns and crevices, and can be a bit tricky to clean. When cleaning your tiki mug we suggest you use a series of different sized bottle brushes that can get to hard to reach places. Hand wash your mug in warm soapy water, and gently use the brushes inside your tiki mug to get the best clean. It’s always best to wash your mug right after using it, rather than let any sticky ingredients dry inside your mug (this just makes for easier cleaning). Never put your tiki mug in the dishwasher.Here are some ideas of what type of brush you should look for.https://www.amazon.com/dp/B000I21LLChttps://www.amazon.com/dp/B07G4ZG7L4
What’s your refund policy?
We don’t offer refunds for an order once it’s been shipped. After an order has been shipped we will replace or exchange a product that arrived damaged or defective, once we’ve determined that this is the case. Items that are approved for exchange must be in new, unused, and unworn condition upon return inspection. We must be notified within 7 days of shipment delivery confirmation that there is an issue regarding a product otherwise an exchange will not be granted.No matter how closely we check each mug before shipping there’s always a chance that something may have slipped through the cracks and shipped with an unnoticed defect. Although we always pack each tiki mug with care, every once in awhile a mug may crack or shatter during shipping. In either of these cases we will exchange or replace the mug for you.
What’s your return policy?
We do not accept returns. Damaged or defective products will be replaced or exchanged with the same item. After an order has been shipped we will replace or exchange a product that arrived damaged or defective, once we’ve determined that this is the case. Items that are approved for exchange must be in new, unused, and unworn condition upon return inspection. We must be notified within 7 days of shipment delivery confirmation that there is an issue regarding a product otherwise an exchange will not be granted. Once an exchange has been approved, the exchange needs to be returned to us within 14 days.
What’s your cancellation policy?
An order may be cancelled up until the time it is shipped. Once an order has shipped it cannot be cancelled. Refunds will be made to the same form of payment used during checkout.
How can I change my shipping address?
Please email us at email@example.com from the email address you used to place your order, and we can assist you in changing your shipping address. For complete details please read: https://www.tikilandtrading.com/pages/change-address
Oops I entered the wrong address and/or I’ve moved and forgot to change my shipping address.
If you have made an error when submitting your shipping address, please let us know ASAP. We are not able to change your shipping address once your order has shipped. If your order has shipped to an incorrect address we must wait until we receive the package back “return to sender”, before we can relabel it and ship it again. You can also try contacting USPS to see if they can reroute the package to you, or change the address, or you can try to set up mail forwarding. Orders returned to us, that need to be reshipped are subject to a reshipping fee.
What’s your exchange policy?
Ceramics can be fickle and not every tiki mug will be identical to the next, so if for whatever reason you would like to exchange your tiki mug for the exact same tiki mug (Keiki Bob for another Keiki Bob) we can help you with that (so long as we still have that tiki mug available). You will be required to pay for shipping both ways for an exchange. Please email us with your exchange request and once your exchange is approved, you will need to ship your tiki mug back to us in it’s original packaging (at your cost). Please use a tracking service when you ship your tiki mug, as we cannot be held responsible for a tiki mug that doesn’t make it back to us). Once we’ve received your tiki mug we will check to see if it’s in sellable condition (no chips, cracks, breakage), then we will send you photos via email of up to 3 different tiki mugs for you to choose from. Once you’ve selected a new tiki mug we will send you an invoice to pay for shipping and we will send out the new tiki mug to you.After an order has been shipped we will replace or exchange a product that arrived damaged or defective, once we’ve determined that this is the case. Items that are approved for exchange must be in new, unused, and unworn condition upon return inspection. We must be notified within 7 days of shipment delivery confirmation that there is an issue regarding a product otherwise an exchange will not be granted. Once an exchange has been approved, the exchange needs to be returned to us within 14 days.
What’s my order status?
Once your order has shipped, you will receive an email with tracking info. If your order has not yet shipped you can check the production status page for all of our tiki mugs here: https://www.tikilandtrading.com/pages/production-status
What are your customer service hours?
You can reach us by email 24/7. We actively respond to emails Monday through Friday from 9am-5pm Pacific Time. We try to respond to emails within 48hrs, however emails that come in over the weekend will be answered Monday and Tuesday.
Partial "tiki mug set” cancellations/refunds:
If you’ve placed an order for 2 mugs that were sold as a set (for instance Jose and Rosita), and one of the mugs has shipped to you, but you’ve decided to cancel the second mug, you will receive a partial refund for that order. Your refund is calculated by subtracting the current standalone price of the mug that’s already been delivered, from the set price that you originally paid.
I've received a shipping notification but I need to change the address, help!:
If you’ve received a shipping notification email, that means your shipping label has been printed, and your order will soon be underway. If you notice the shipping address needs to be changed, please email us ASAP at firstname.lastname@example.org and we will see if we can accommodate your request. If your item as not yet left our facility we can make edits to your address, however if the item has already left our facility we cannot change your address, or stop delivery. In this case, we must wait until we receive the package back “return to sender”, before we can relabel it and ship it out again. Returned packages are subject to a reshipping fee. Please note: updating the shipping address yourself online (after you’ve received a shipping notification email) will not change the address for that order, as receiving a shipping notification email means that your shipping label has already been printed.