Refund policy
Returns & Refunds
We have a 10-day return policy, which means you have 10 days after receiving your item (online orders) or 10 days from the date of purchase (in-store purchases) to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unused, undamaged, and in its original packaging. You'll also need your receipt or proof of purchase.
In-store purchases: Bring your item and receipt to our shop at 55 Liberty Rd, Suite A109, Sykesville, MD 21784 within 10 days. Approved returns are refunded to your original payment method or issued as store credit.
Online orders: To start a return, contact us at info@tivitray.com. If your return is accepted, we'll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Online refunds are issued minus the cost of shipping.
You can always contact us for any return question at info@tivitray.com.
Workshops, classes, events & birthday parties
Tickets and bookings for workshops, classes, events, birthday parties, and space rentals are non-refundable and cannot be returned or exchanged. Birthday party deposits are non-refundable. If you need to reschedule a party or rental, contact us at least 7 days in advance and we'll do our best to move your booking to another available date (one reschedule per booking).
Activity kits & opened items
For health, safety, and completeness reasons, opened or partially used activity kits and craft supplies (including Tivi Trays) cannot be returned once opened, unless they arrive defective or damaged.
Digital products
PDFs and other digital downloads cannot be returned or exchanged.
Damages & issues
Please inspect your order upon reception or purchase and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
We cannot accept returns on gift cards, PDFs or digital downloads, opened activity kits, or workshop, class, event, party, and space rental bookings.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we've received and inspected your return and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method (online refunds minus the cost of shipping) within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we've approved your return, please contact us at info@tivitray.com.