Frequently Ask Questions
Where do you shipped your products?
We are located in California, so some products will get shipped by us. If you purchase a product that is being shipped through our manufacturer, it will get package and shipped in Tennessee.
Can I still order an item if it is out of stock?
Unfortunately, if the item is out of stock, you will not be able to order it. We only have a small amount of quantity in stock, and sometimes, we may not be able to restock them.
When I receive my order, it has a different company name on the box/product tag. Why is that?
We partner with other manufacturer who supply our products. They shipped our items for us, which means, you will see their company name on the box/product tags. Birch Tier Market will be label on the packing slip to let you know that the order is coming from us.
How do I know when my order is shipped?
We will send you an email with the tracking number.
I receive a damaged product. What should I do?
We only replace items if they are defective or damaged. You must email us at firstname.lastname@example.org within 48 hours of your delivery date with clear photos of the defected products. Once we examine the photos, we will contact you for further instructions.
I'm missing items from my order. What should I do?
Since some items are shipped directly from the manufacturer and others are shipped by us, your purchase may arrive in more than one package. Please view your order details to verify which items may have shipped separately. Email us at email@example.com with your order number so we can assists you in tracking your order.
How do I cancel an item or order?
You have 24 hours to cancel an order. Please email us at firstname.lastname@example.org if you want to cancel your order. Include your order number in your email so we can better assists you.
I received the wrong item. What should I do?
Your satisfaction is our top priority, and we want your shopping experience to be perfect. Email us at email@example.com immediately so we can fix this.
Can I add items to an existing order?
Unfortunately, you can’t add items to existing orders. If you would like to add new items to an order you will need to place a new order on our site.
Contact Us if you have additional questions/concerns.