F&Q's
Got Questions? Hopefully below can answer these for you!
What is the minimum spend on orders?
Minimum spend for your first order with Tikitibu is $300 and then $150 following.
How long until my order arrives?
We will aim to dispatch your order within 2-4 business days depending on stock levels and your payment terms and account status. When your order has been dispatched you will be emailed a tracking link from us that you can follow for delivery of your order.
Do you have images I can use?
Absolutely! You can email us hello@tikitibu.com and we will forward you a link to access.
I have a Purchase Order number for my order, how do I supply this to you?
You can make a note of this on your online order on the 'cart' page. Alternatively you can email this to accounts@tikitibu.com
The website didn't take a payment when I placed my order?
Payment will show as 'Wholesale - Pay by Invoice' at checkout. For Pro-forma accounts invoice will be sent after your order is placed and payment will be required before we dispatch any goods. For 20 day payment terms you will be invoiced as soon as we dispatch your order.
The freight appeared as FREE in my checkout, is this correct?
The shipping method will be shown as 'Calculated - TBC on invoice' and appear as FREE on your order. Final freight charges are based on the weight and size of your order and will be added to your final invoice.
I can’t login or reset my password
Please email us accounts@tikitibu.com and we will rectify this issue for you.
Can I have exclusivity in my area?
We have a large number of brands to represent in any one area but if you love one so much that you want it all to yourself then we need to have a chat. In order to gain exclusivity of a brand in your location, we need to understand how that brand will be represented in your store, what the population of the area is and the proximity of other stores. There is a bit to figure out so let's discuss further and see what we can agree to.
Why do you have a minimum quantity for some brands (earrings, diaries, etc)
These are smaller value items that are purchased in a pack size determined by the brand with the manufacturer. Pack sizes are detailed on the website and the quantity adjuster when ordering will go up in these increments. We are NOT able to split these up.
The physical appearance of the products is different from what we have on the website e.g size, colour.
We have such a diverse range of products in many sizes to fit into our dedicated space on the website (e.g. a picnic blanket versus an earring) so we have tried to reflect the sizing as best we can for each brand. Please be sure to check the dimensions in the description for accurate sizes and take a look at the lifestyle images associated to get an idea of scale. Colours on screen are not always reflective of the physical product, they may differ slightly.
How does the pre-ordering and back ordering work? What is a pre-order item and what is a back order?
A Pre-order product listed on the website is a product that is in the process of being manufactured that you can reserve stock for. You will not be charged for these items until they arrive into the warehouse and are shipped.
Products that you’ve ordered that aren’t yet available in the warehouse go onto a backorder and await stock arrival. We then notify you once these have been manufactured and have arrived in the warehouse to confirm you are happy to still receive them. Some brands produce a ‘limited edition’ of their products so pre-ordering works on a first in first served basis - this is why we constantly encourage placing pre-orders to secure stock for your store.
How Do I know when the pre-order items will be available? I’ve been waiting for my new products, where are they?
We do our best to communicate ETA’s on new products in our descriptions. These are subject to shipping and brands supplying on time so these dates are by no means concrete, just an approximate indication with the information we have when making these live on our site. We will do our best to communicate when we get updates. If for any reason you’d like to change your order due to unexpected delays please email acocunts@tikitibu.com
Do you charge shipping on backorders and why?
Yes we do, this is another package we incur charges on. If you’d like all of your stock to come together please make a note of this on your order however you do risk instock items becoming sold out if you don’t take stock as soon as it arrives on the warehouse floor. We cannot hold stock for orders that have pre-order stock included.
I have either a faulty product or damaged product. What do I do?
Once you’ve received your order, please inspect goods promptly and notify us in writing of any defects or non-conformities within 5 days from the date of delivery. Please email this along with a photo of the damaged stock to accounts@tikitibu.com
All items need to be returned in their original packaging/bags as received. Returned stock that is priced or not in its original state will be charged at 100% of the WSP.
Can I return items I don't want?
You certainly can, we have a restocking fee of 15% of the total value returned that will be invoiced. If you receive your order and wish to return items that you don’t wish to keep please email us within 5 days from the date of delivery to accounts@tikitibu.com
All items need to be in their original packaging/bags. Returned stock that is damaged and/or priced will be charged at 100% of the WSP.