Refund policy
Return & Refund Policy
At Tiers of Joy, every piece is handcrafted with care, and we want you to love what arrives at your door.
Ready-to-Ship & Collection Pieces
If you are not completely satisfied with your purchase, please contact us within 7 days of delivery.
To be eligible for a return, your item must be unused, in its original condition, and returned in its original packaging. Customers are responsible for return shipping costs.
Once your return is received and inspected, we will notify you and, if approved, issue a refund to your original payment method.
Original shipping charges, when applicable, are non-refundable.
Custom Heirloom Stands
Custom stands created using a customer's own china are personalized, made-to-order pieces and are final sale.
Because we begin planning and preparing each stand specifically for your pieces, custom orders are non-refundable once production has begun.
Shipping Kits
Shipping kits purchased for custom orders are non-refundable once the kit has been shipped.
Your shipping kit includes the protective packaging materials and prepaid shipping labels needed for the custom-order process. Please follow the enclosed packing instructions carefully when preparing your china for shipment.
Customer-Supplied China
We understand the sentimental and often irreplaceable nature of the pieces entrusted to us, and we handle every item with tremendous care.
However, china, ceramic, porcelain, pottery, and glass can be fragile. By submitting pieces for customization, customers acknowledge that there is an inherent risk of damage or breakage during shipping, handling, drilling, and the transformation process.
Tiers of Joy cannot guarantee against breakage of customer-supplied pieces and is not responsible for the replacement value of sentimental, antique, vintage, discontinued, or otherwise irreplaceable items.
Damaged or Incorrect Orders
If a completed Tiers of Joy order arrives damaged or you receive an incorrect item, please contact us as soon as possible after delivery with your order number and photographs of the item and packaging.
We will review the issue and work with you to determine the appropriate resolution.
Cancellations
If you need to cancel an order, please contact us as soon as possible.
Ready-to-ship orders may only be canceled before fulfillment begins. Custom orders may only be canceled and refunded before work on the order has begun.
Contact Us
Questions about a return, refund, cancellation, or custom order can be sent to:
Tiers of Joy
Houston, Texas
Hello@tiersofjoytx.com