FAQs

Order Status

How do I change or cancel my order?

The easiest way for you to cancel items from your order or a full order itself is by logging in at tulysa.com and follow the steps listed below:

1. On your ‘Account Overview’ page, click on the order number that you wish to make a cancellation on.

2. Check all items you wish to cancel and click on the Cancel Checked Items button.

Please Note: The status must say Submitted or Processing to be eligible for online cancellation.

3. On the next screen, please select the reason for cancellation from the drop down menu and then click the Submit Cancellation button.

4. If your item(s) was successfully cancelled, the next screen will say: “Thanks! Your cancellation request has been successfully processed!”

Some changes can be made to an order without the need to cancel. Please contact the tulysa.com Customer Loyalty Team immediately at +1 (714) 603-7760 if you need assistance cancelling or making changes to an order.

Please be advised that some orders are shipped very soon after placement, and it may not always be possible to cancel or make changes.

What is the status of my order?

After placing an order, you can view the order status 24 hours a day by simply clicking on the “My Account” link at the top right corner of every page of tulysa.com. From there, you will be able to view information about your order.

I placed an order over Christmas weekend. When will I receive it?

Our shipping carriers observe Christmas Day on Monday, 12/25. Deliveries for orders placed over the holiday weekend will begin on Tuesday, 12/26. You can track your delivery using the tracking information provided in your shipping confirmation email. Please contact our Customer Service Team if you have further questions.


Payment

Do you accept international credit cards?

Currently tulysa.com can accept international credit cards but we can only ship to an address within the United States and its territories. Please note that the credit card must be issued and contain a logo from either Visa, Mastercard, Discover, or American Express.

On the checkout page, there will be a billing and shipping section. Please do the following:

For the billing information

Enter your street address on Address Line 1.

Enter your City, County or Province, and Postal Code on Address Line 2.

Enter your Country for the city.

Enter AA for the state.

Enter 11111 for the zip code.

For the shipping information

Please enter the correct information in the appropriate field.

Orders placed with the use of an International Credit Card may take up to 72 hours to finalize prior to shipping. We apologize for any inconvenience this may cause.

Do you allow Cashier’s Checks or Money Orders?

No. At this time tulysa.com does not accept Cashier’s Checks or Money Orders.

Is it safe to use my credit card on your site?

Yes! Tulysa.com understands that the safety of your personal information is extremely important to you. We use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.

Is it safe to use my debit card online?

Yes! And please note: If you choose to pay by debit card, the amount you charge will be put on “hold”, meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your account and the original “hold” will be voided.

What forms of payment do you accept?

tulysa.com currently accepts Visa, MasterCard, Discover, and American Express for all orders.

 What can cause my order to be delayed?

1. If the billing information you provided does not match what your bank has on file (including address and telephone number), your order may be delayed.

2. We all love sending gifts to others and ourselves as much as we love receiving them. However, if you are shipping to an address other than your billing address, your order may be delayed.

Can I pay with multiple Visa, Mastercard, American Express, or Discover Pre-Paid Gift Cards?

Any pre-paid gift card with a Visa, Mastercard, American Express, or Discover logo / insignia on it will be processed like an actual credit / debit card and only one credit card can be used per order. If a single pre-gift card does not cover the total of your order, we suggest using the balance on the pre-paid gift card to purchase a tulysa.com Gift Certificate. The tulysa.com Gift Certificate can then be used along with a credit card or pre-paid gift card to complete the order. If you have multiple pre-paid gift cards, you will need to purchase a separate tulysa.com Gift Certificate for each. If you need any help with purchasing the tulysa.com Gift Certificates or placing an order, please give our Customer Loyalty Team a call, and we will be happy to help! Please also note that in order to use the pre-paid gift card on tulysa.com, it will need to be registered or activated by following the instructions on the pre-paid gift card itself or on the card’s packaging. Also, some card may not be eligible for online purchases. Please refer to the company that issued the card for more details.

What is the return policy for items purchased with PayPal?

Merchandise paid for with PayPal will be refunded back to PayPal.


Shipping


Can I expedite my shipping?

The following shipping options are available when you check out. Guaranteed delivery dates will be provided for expedited shipments at checkout whereas estimated delivery dates will be provided for standard shipments.

Do you ship internationally?

Please contact us regarding international orders, [email protected]

 How can I track my order?

Once an order has shipped out, we will send you an email with the tracking number. Just click on the link and it will take you to the Fedex, FedEx or USPS website, depending on who shipped your package.

You can also track your order in your order history. Just log into your account using your email address and password, then click on your order number in your order history. The tracking number will appear under the Status; Tracking column. If you click on the link, it will take you to the tracking information for your order.

How long will it be before I receive my order?

For standard shipping, you should receive your order within 4-5 business days.

Please allow additional time for shipments to U.S. Territories, PO Boxes, or Military APO/FPO addresses.

 When will I get my order?

Your delivery window will be provided at the checkout page before you place your order. Once your order ships you will be provided a tracking number.

I just received an email with my tracking number and the number shows my order was delivered. How is that possible?

Fedex recycles all of their tracking numbers. Sometimes, for a full day after a tracking number is assigned to a new package, the information available will pertain to a previous order that traveled — sometimes months ago — under that same number.

When this happens, please rest assured that your tracking information will be available within a short period of time and should indicate the correct delivery date. Once the package is scanned by FedEx, you will also be able to click the “view package progress” link, and the updated tracking detail will be reflected.

Oops! I accidentally placed my order with normal 4-5 business day delivery shipping, but I need it next day!

If you’ve just finished placing your order, please call us and we’ll try to modify your order to next business day shipping. Please know that an additional shipping charge may apply. If more than an hour has passed, chances are good that our magical warehouse elves have already packed and shipped your order! In either case, please call us for further assistance so that we can help get your order to you.

Oops! I accidentally placed my order with the incorrect shipping address. What should I do?

If you’ve just finished placing your order, please call us and we’ll update the address before the order ships from our fulfillment center. If more than an hour has passed, chances are good that our magical warehouse elves have already packed and shipped your order! In either case, please call us for further assistance so that we can help get your order to you.

Part of my order contains beauty items, will this delay my order from being shipped?

As regulated by the Department of Transportation, some beauty items may be considered hazardous materials due to their alcohol content and cannot be shipped to Alaska, Hawaii, P.O. Boxes, military addresses (APO, FPO), or US territories (i.e. Guam, Puerto Rico). The policy is to ship these items via Fedex Ground service. These items will be shipped separately from the balance of your order.

What are the shipping charges for returning an order?

There are no return shipping charges for orders originally shipped to a destination within the United States, U.S. Territories, or to Military APO/FPO addresses. Please note Fedex return shipments must also be shipped from the United States.

More About Our Return Policy

What do you charge for standard shipping an order?

All orders shipped are shipped with standard shipping and handling fees. Please see your order details for all the applicable shipping and handling charges.

Will I have to sign for my package?

Typically, we do not require a signature when we ship your package. However, there are instances when the delivery driver may decide to choose this option, which is at their discretion. In addition, any order placed for a gift card will require a signature upon delivery .


Returns

I want to return my purchase! What do I do?

If you are not 100% satisfied with your purchase from tulysa.com you can return your item(s) for a full refund within 30 days of purchase. (Returns must be unworn, in the state you received them, and in the original packaging.) Some items ship with an attached security tag. Merchandise returned without the original security tag attached or a damaged tag may not qualify for a refund.


Please contact us directly at [email protected] or call us at (714) 603-7760

I would like to return a gift that was sent to me. How do I do that?

tulysa.com is very sorry that your gift did not work for you. Please call the tulysa.com Customer Loyalty Team at +1(714) 603-7760 for assistance returning the item. They will need some information in order to pull up the account that the gift was purchased on. You will have to provide their phone number, first and last name, or email address. Any gift item being returned will be refunded to the original purchaser’s method of payment. However, we would be happy to assist you with a gift return. When a gift return is processed, we will provide you with a return label to send the item back. Once we have received the item and processed the return, we will issue a gift certificate to your account. Please call the tulysa.com Customer Loyalty Team at +1(714) 603-7760 for assistance.

Can I exchange my order instead of returning it?

As a tulysa.com customer you have the option of exchanging an order instead of returning it for a refund. The funds from the original order transfer to a Gift Certificate when an exchange is processed. If the exchange order is later returned, we will refund your Gift Certificate. Please give us a call, chat, or email and we will gladly share more details on how to process the exchange. Our Customer Loyalty Team is available 24/7 and more than happy to help! An exchange also requires a return of the original order within 14 days, so feel free to follow the instructions on how to process a return.

Log into your account with your email address and password.

Navigate away from the website, to your specified email provider (i.e. Hotmail, Gmail, Yahoo, etc.).

Open the Label Email that was generated when the return request was processed.

Click on the label link!

I printed out my label and misplaced it. How can I retrieve it again?

We are more than happy to help you print out a new label. The easiest way for you to get another pre-paid label, is by logging in at tulysa.com.

1. Go to the website and click on My Account in the upper right hand corner.

2. Log in to your account using your email address and password.

3. Choose the order number of the merchandise you wish to return.

4. Underneath the Status and Tracking column, you will see a link that says, “Display Your Return Label”

5. Your label will appear for you to print.

How long does it take for me to get a refund?

For the vast majority of returns, it takes about 5-10 Business Days for us to get your package at the fulfillment center, inspect your return, process it into inventory, and complete your refund. If the refund is being issued to a credit card, depending on your credit card company, it may take an additional 2-10 Business Days after your credit is applied for it to post to your account.

Do your pre-paid labels cover international returns?

Regrettably, our pre-paid labels do not cover the price for international returns. To use our pre-paid labels, shipments must be sent from the United States.

I am returning an item purchased with a Gift Certificate or Gift Card, how does that work?

Orders with Gift Certificates/Gift Cards as payment will be refunded back to a Gift Certificate for your convenience. New Gift Certificate codes will be emailed to your email address on file.

I only see the option to return my order through FedEx on the website. Am I able to return through USPS instead?

If you process the return by yourself through our website, unfortunately FedEx is the only option for most customers. We provide shipping labels using FedEx for easy, fast and secure shipping and package tracking. However, we understand that FedEx isn’t always convenient for everyone and we want to make returning to tulysa.com as easy as possible. If you would rather receive a USPS return label instead of a FedEx return label, simply contact us and we’ll be happy to send you one!


Other Questions


Are there tulysa.com gift certificates and/or gift cards?

Yes! If you’re looking for the perfect gift or just doing some last minute shopping, Gift Certificates and Gift Cards are the perfect solution for you!

tulysa.com Gift Certificates and Gift Cards.

Do you do back orders?

No. We do not do back orders. If an item is out of stock the tulysa.com Customer Loyalty Team will notify you as soon as possible and ask if you would like a replacement item. Out of stock orders will be cancelled unless a replacement item is requested.

Do you have a catalog?

No. Currently, we have a ‘virtual’ catalog. In order to ensure that our customers have access to the most current styles, prices, sizes, and overall selection, we do not publish a catalog that you may purchase directly from us. Plus, with all the styles that we carry, a catalog would be as big as a phone book! If there is a particular shoe or style of shoe that you are interested in, please feel free to contact us and we will be happy to help you locate it.

Do you match prices if an item goes on sale after my purchase?

If the price on our website drops within 10 days of purchasing the item, we will be happy to refund you the difference in price. Simply contact our Customer Loyalty Team by chat, phone, or email, and they’ll be happy to assist you.

Do you offer Live Chat support?

Yes we do! To get in contact with one of our live chat specialists, look for the Live Help button located on the top left hand of the page, to the right of our phone number. If you are unable to see this button, it saddens us to say that we do not have a specialist available to assist via chat.

How can I write a review on a product?

You can write a product review with just 5 easy steps:

1. On any product page, scroll down and on the left-hand part of the screen, underneath the ‘Customer Feedback section’, you will see a button titled ‘Write a review of this product’.

2. Once you click on that button you will see an image of the product, a text box, a rating section, and three sections on how the product fits. Please fill in as much information as you’d like. You can also insert your name, where you live, your email address and other brands that you recommend.

3. Then, click on the orange ‘Submit your Review’ button..

4. Once you’ve submitted your review, it may take up to 5 business days for it to appear on the site.

5. Please visit our Review Guidelines and visit https://tulysa.com/a/terms-of-service to review the legal terms and conditions concerning your submission of reviews.

How do I unsubscribe from any of your mailing lists?

There are two quick and easy ways to unsubscribe from our mailing list.

Call us at +1(714) 603-7760 and one of our customer service representatives will take care of your request over the phone.

Email us at [email protected] and one of our customer service representatives will unsubscribe your email address.

How do I use my Gift Certificate/Coupon Code/Store Credit Code?

Place all of the items in your shopping cart and proceed to checkout.

Under Your Payment Information, find the box labeled “Redeem Gift Cards and Coupons”.

Enter your code in the box and click “Apply”.

I tried to check out and the item in my shopping cart disappeared, what happened?

We are sorry that you were not able to complete your order. The selection on tulysa.com is live and reflects what is in stock at that moment. Placing an item in your shopping cart does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your cart. If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.

Is the item I want going to go on sale soon?

Unfortunately, tulysa.com does not know if an item will go on sale or be marked down until it actually happens.

It is possible for different colors within the same style to have different prices. For instance, if a blue bag is selling better than a yellow one, one might discount the yellow bag to boost sales.

My email address has changed. How do I update this information to my current account?

You are welcome to update your e-mail address by logging in to your account online. The best way to do this is to take the following steps:

Visit the website and click on “My Account” in the upper right-hand corner of the page.

Log in to your account by typing your previous e-mail address and password.

Once logged in, click on “Edit Profile” towards the right-hand side of the page.

Type your new e-mail address on lines 3 and 4.

Verify your “Current password” at the bottom.

Click “Update Now.”

Your e-mail will be updated.

Also, we would be happy to update your e-mail address for you over the phone. For security purposes, we ask that you call the tulysa.com Customer Loyalty Team at +1(714) 603-7760 to confirm your account information. Upon verification, we will be glad to take care of your request immediately. Please let us know if there is anything else we can help you with.

The item I want is out of stock. What do I do now?

Tulysa.com is very sorry that the item that you need is out of stock. Underneath the size selection dropdown menu, there is a link that says “Don’t see your size?”. If you click on that link, you will see a popup that will let you add your email address to our notification list. When your size, color, and style become available you will receive an automated email sent by our system letting you know that your item is available for purchase. The notification list does not hold an item for you, and it does not obligate you to make a purchase so you are welcome to shop around while you wait. Items are available on a ‘first come, first served’ basis, so please make sure that you place your order quickly.