We know that sometimes you just want the answer; quick and easy, done! To that end, our Happiness Team has taken the time to compile this list of the most frequently asked questions we get. Odds are, the answer to your question is in the listing below.


Orders

What if an item is out of stock?

Sometimes our Raving Fans love our products so much that we just can't keep up and they sell out. Please don't be discouraged. Check back often because we are constantly updating our site with items as they come back into stock.

I have a tracking number, but my order shows no movement?

Don't worry if your tracking number says that it has no information yet. It can sometimes take up to 48 hours to activate on the carrier's end. During periods of peak shipping volumes such as the holiday season, shipping carriers may take even longer to activate the tracking information. While we are this is not ideal, unfortunately we don't have control over this part of the process.

Once your tracking number is activated, just click the number to track your package’s progress.

Once your order is shipped, there are times where you may experience delivery delays. While this is typically the exception, we apologize for the inconvenience and thank you for your patience and support. If you want more specific information once your order has left our door, please Contact Us or carrier directly.

How do I track my order?

All Tiber orders placed in the United States are delivered direct to your door with UPS. As soon as your order is shipped, we will send you an email to confirm your order has shipped. This email will include a tracking number and a link to enable you to track your package. If you already have a tracking number, simply click here to track your package.

Customers and Ambassadors are encouraged to sign up for UPS My Choice to get the most optimal shipping experience. Over 40 million Americans have already signed up with UPS My Choice to manage their deliveries from the palm of their hand!

How do I change or cancel my order?

We do not normally accept cancellations or changes once an order has been processed. If you have a question about your order, please Contact Us. We will do our absolute best to accommodate your request. Remember, your happiness is our number 1 priority!

How do I return my order?

For returns or exchanges, please contact our Happiness Team by clicking here and completing the return from. Someone will be in touch with you straight away to get things taken care of.

Why is my credit card not being accepted?

The billing address provided must match the information currently on file with your credit card. If you feel there’s an error, we recommend getting in contact with your banking institution or rechecking the information entered in the required fields.

Can I change my address after I place my order?

If you have entered an incorrect delivery address for your order it is important to contact us ASAP. As long as your order has not shipped we can get this fixed for you. If your order has shipped however, there is unfortunately nothing we can do. In these situations, we recommend contacting UPS directly or using your UPS My Choice account to see if your package(s) can be redirected.

While we sympathize with situations of this nature, unfortunately orders entered with incorrect addresses are not able to be refunded. That being said, we will always try and move mountains to help you and remedy the situation. We appreciate your understanding.

Can I change my email address after the order has been placed?

No. This is one thing we are not able to do. This is a system as well as a privacy thing. We appreciate your understanding. If you have an order number, you can always Contact Us and we will do what we can though.

Shipping

Where does Tiber River ship?

We ship direct to the Continental United States. At this time we do not ship to Hawaii or Alaska.

What carriers does Tiber River use?

All Tiber orders placed in the United States are delivered direct to your door with UPS. As soon as your order is shipped, we will send you an email to confirm your order has shipped. This email will include a tracking number and a link to enable you to track your package. If you already have a tracking number, simply click here to track your package.

Customers and Ambassadors are encouraged to sign up for UPS My Choice to get the most optimal shipping experience. Over 40 million Americans have already signed up with UPS My Choice to manage their deliveries from the palm of their hand!

Products

Are Tiber River products nut free?

At this time we are not a wheat, oat or nut free facility. Many of our products do not contain nuts, however we do make and store all of our products within the same facility. As a warning for those with extreme allergies, we take great care to prevent cross contamination, but there's always a risk that they've come into contact with nut-containing products. Transparency is important to us, and you can find a list of the ingredients for every product on its packaging and our website product pages. Check the individual product's ingredients list before use.

Are Tiber River products gluten free?

Many of our products do not contain gluten, however we do make and store all of our products within the same facilities. As a warning for those with extreme allergies, we take great care to prevent cross contamination, but there's always a risk that they've come into contact with gluten-containing ingredients. Transparency is important to us, and you can find a list of the ingredients for every product on its packaging and our website product pages. Check the individual product's ingredients list before use.

Website

Who do I contact if I'm having technical difficulties with the website?

If you are experiencing issues with our website, please Contact Us and we will help you out.

What do I do if I cannot log into my account?

If you find you are unable to log into your account, simply click on the forgot password link and you will be prompted to reset your password. If you have forgotten the email address you used to set up your account initially, please Contact Us and we will see what we can do to get you back into your account.

Does Tiber River have gift cards?

We sure do!

Gift Cards

How long will it take to receive my Gift Card?

You will typically receive your Gift Card via email within a few seconds of our purchase. That said, depending on web traffic and internet speeds, this could be delayed. If you have not received an email containing your gift card within 1 hour, please Contact Us.

Will I receive a physical Gift Card?

No. All our gift cards are E-Cards. You will receive an email from us with a special code that contains your E-Card value and that you will use to purchase on our website.

Can I use my Gift Card in both the USA and Canada?

No. Our websites are currency specific. Accordingly, Gift Cards purchased on our United States website are redeemable only on our United States website.

Can someone else use the Gift Card I bought?

This is a great question! Our Gift Cards make the greatest gifts! They are fully transferable at the click of your mouse. Our Gift Cards are cash in your hand. If you send the email containing your gift card to someone as a gift, they can just go ahead and use it. It's that easy!

That being said, and because our cards are cash in hand, if you ever lose your email or send it to the wrong person and it gets used, we are not able to replace it for you. We can always look them up however, and if the balance is still on the card, we can always resend it to you.