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Frequently Asked Questions (FAQs)

  /  Frequently Asked Questions (FAQs)

What courier do you use for deliveries?

We use Fedex for all our orders in the Continental US

How long does it take for home delivery?

Our current transit time is 1-5 days in the 48 contiguous U.S. states, 3-7 days to Alaska and Hawaii.

I placed an order on Friday for next day delivery, why did I not get it until Tuesday?

Our cut off point is 3pm PST, Monday to Friday. Any order placed after 3pm PST will be processed through our dispatch system the next working day. We currently do not deliver at weekends.

I haven’t received a dispatch email/email confirmation?

Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain tanataclinica.com to your safe senders list.

Can I collect from a local store?

We currently do not allow for pickup if you have placed an order from our website.

Do you deliver on Weekend?

No, our courier company do not offer the service to deliver on weekends currently.

Can I track my item?

Yes. You will be sent a tracking number confirmation email as soon as your order has been processed. This email will also contain your tracking number.

For orders placed after 4pm on Friday, your order will may not be trackable until it has been collected from us the following Monday.

Do you deliver to PO Box adresses?

No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.

I'm new, how do I order?

At Tanta Clinica we go to great lengths to ensure your shopping experience is as easy and secure as possible. Just like any other ecommerce site we offer simple shopping. Please select the products you want and add them to your cart.

Once ready continue to checkout and create a free account. Fill in your information and payment details and click place order. A confirmation email will be automatically sent.

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

Which credit cards do you accept?

We currently accept the following credit cards Mastercard, VISA, Amex,  Discover.

What currencies can I use?

All prices are in US Dollars

How do I apply a promotional code?

You can add a valid promotion code in the Basket.

Can I use a different payment method?

Sorry, due to the nature of CBD we do not accept any other payment method.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

Can I get more information on a product?

We do our best to give the most information of each product on the products page. If you have any other questions please contact us.

A part is not listed online so can you order for me?

We offer private label for many companies and do not offer those items on our website. If you would like to purchase those products please contact the vendor.

Can I make an order over the phone?

No, we are working on adding this ability. Currently you can order from our website.

How do I check if an item is in stock?

If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.
However, from time to time and particularly with some of our more popular items, due to the high rate of sales, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.

How do I know if my order was successful?

You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.

It says out of stock on your website for my part. How long will it take to get in?

Items which are ‘Out of Stock’ vary in timescales to get them back in stock. Please contact us for more detailed date.

The item I bought is now in sale, can I get the difference refunded?

As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.

Where is my order?

Our deliveries are sent via Fedex and we will send you an automated email with the tracking number of your order. You can also find the tracking number on your order in My Account

How can I make a complaint?

In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us

Is it possible to change the address/cancel or amend my order?

Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.

Why does my order state available, and then find out I have to wait extra days for delivery?

Our items are made in batches. Sometimes batches may take longer to make than anticipated. This may delay your order shipping.

Why am I missing an item in my delivery?

There could be a number of reasons why an item is missing in your delivery: The item is temporarily out of stock Does your invoice have TO FOLLOW written where the part number should be (shows where the part number should be on an invoice)? Then we are currently out of stock of the product, and will be sending this part out to you on a priority. The item was dispatched separately The item could have been dispatched separately due to the extra care and attention which is required. The item was classed as a dangerous good Dangerous goods may be handled separately, due to the delicate nature of the product. If you have not received any information on the product please contact us.

Can I have an update on my order status?

You can get an update on your order status by checking your order in your My Account section. You will need to [sign in] to access this area

I have a new email address, and I am unable to reset my password. How do I change my password?

We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.

How do I return an item?

Please contact us if you have any problems with your  order. We will give details on how to return items.

Can you confirm you have received my return?

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact us.

How long will it be before I get a refund?

Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.

What do I do if I have received a damaged item?

We hope that you are happy with your purchases. We take great care in dispatching goods to the highest quality, however we know that sometimes things can go wrong and you will need to may need to return an item. Please follow the following procedure: We would require an image to be emailed to us providing all damage caused. Please email this to [email protected] Make sure you include your reference number, a copy of your invoice and an image of the parcel you received it in.

Who pays for return postage?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

Why have you not refunded the original delivery charge?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

How do I make a complaint?

If you are not happy about any service we offer or you have a general comment, feel free to write to us on [email protected]

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