Asked Questions (FAQ)

Welcome to the TideHedge Frequently Asked Questions section. We understand that you may have questions about our products, policies, and services, and we have compiled this comprehensive FAQ to provide you with clear, detailed answers. Whether you are a first-time visitor or a returning customer, we want to ensure you have all the information you need to shop with confidence and enjoy a seamless experience with TideHedge.

We have organized this FAQ into categories to help you quickly find the information you need. If you cannot find an answer to your question here, please do not hesitate to contact our customer service team. We are always happy to assist you personally.

General Questions

What is TideHedge?

TideHedge LLC is a home decor company based in Austin, Texas, dedicated to providing high-quality, beautifully designed products for homes across the United States and internationally. We offer a curated collection of picture frames, mirrors, decorative trays and boxes, and lighting solutions. Our mission is to help you create spaces that are both beautiful and functional, with products that reflect timeless style and exceptional craftsmanship.

Where is TideHedge located?

Our headquarters is located at 5900 BALCONES DR STE 100, AUSTIN, TX 78731, United States. We are proud to call Austin home and to serve customers from our base in the heart of Texas.

How can I contact TideHedge?

You can reach us through multiple channels:

  • Phone: +84349899020

  • Email: nhimtimsaubg203@gmail.com

  • Website: tidehedge.shop

Our customer service team is available during business hours to assist you with any questions or concerns. We strive to respond to all inquiries promptly and professionally.

What are your business hours?

Our customer service team is available:

  • Monday – Friday: 9:00 AM to 6:00 PM (CST)

  • Saturday: 10:00 AM to 4:00 PM (CST)

  • Sunday: Closed

We are closed on major US holidays. If you contact us outside of business hours, we will respond on the next business day.

Do you have a physical store or showroom?

We operate primarily as an online retailer and do not have a physical showroom open to the public. This business model allows us to offer competitive pricing and a wider selection of products. However, we are always available to answer your questions via phone or email.

Product Questions

What types of products do you offer?

TideHedge offers a carefully curated selection of home decor products, including:

Picture Frames: Available in various materials including resin, marble, rattan, wood, and metal. We offer frames in multiple sizes to accommodate photos from 4″ x 6″ to 8″ x 10″ and larger.

Mirrors: Our mirror collection includes wall mirrors, mantel mirrors, vanity mirrors, and full-length mirrors in a variety of styles and finishes.

Decorative Trays and Boxes: From marble platters to rattan catchalls, our trays and boxes are perfect for organizing, serving, and decorating.

Lighting: We offer table lamps and desk lamps in various styles, including cordless options with integrated LED technology.

Are your products high quality?

Quality is our top priority. We source materials from trusted suppliers and partner with skilled artisans and manufacturers who share our commitment to craftsmanship. Our products are made from premium materials including solid mahogany, FSC-certified ash wood, genuine marble, durable metals, and high-quality rattan. Every product undergoes quality assessment to ensure it meets our rigorous standards.

Do you offer products in different sizes?

Yes, our products are available in a range of sizes to accommodate different needs and preferences. Product dimensions are clearly listed on each product page, including overall dimensions, photo sizes, and weight. We recommend reviewing the dimensions carefully to ensure the product will fit your space.

Can I use your mirrors in a bathroom?

Many of our mirrors are suitable for bathroom use, while others are recommended for half-bath use only or are not intended for bathrooms at all. Each product page specifies bathroom suitability. Please check the product description carefully before purchasing if you intend to use the mirror in a bathroom.

Do your products come with mounting hardware?

Yes, most of our mirrors and wall-mounted frames come with appropriate mounting hardware. Product descriptions specify the type of mounting hardware included, such as D-Ring Hangers, French Cleat, or other systems. Installation instructions are included with your product.

What materials are your products made from?

Our products are crafted from a variety of high-quality materials, including:

  • Woods: Mahogany, Ash, Acacia, Mango, Oak, Paulownia

  • Metals: Brass, Iron, Steel, Aluminum, Stainless Steel

  • Natural Materials: Rattan, Raffia, Marble, Travertine, Stone, Bone, Leather, Abaca Rope

  • Other Materials: Resin, Polyurethane, Ceramic, Glass, Acrylic, MDF, Veneer

Material details are provided on each product page.

Are your products imported?

Some of our products are imported, while others are sourced domestically. Product descriptions indicate whether an item is imported. We carefully select our manufacturing partners to ensure consistent quality regardless of origin.

Do your products have variations in color or appearance?

Yes, many of our products are crafted from natural materials such as marble, wood, rattan, and stone. As with any natural product, variations in color, grain, texture, and size are normal and add to the unique character of each piece. We celebrate these differences as part of the beauty and authenticity of our products.

Order Questions

How do I place an order?

Placing an order with TideHedge is simple:

  1. Browse our collections and add items to your cart

  2. Review your cart and proceed to checkout

  3. Enter your shipping information

  4. Select your preferred shipping method

  5. Choose your payment method

  6. Review your order and confirm

You will receive an order confirmation email once your order is placed.

Can I change or cancel my order?

We understand that circumstances may change. If you need to modify or cancel your order, please contact us immediately. We will do our best to accommodate your request, depending on the status of your order. Orders that have already been shipped cannot be canceled and will need to be returned in accordance with our Return Policy.

How do I track my order?

Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. You can use this number to track your package through the carrier’s website. You can also track your order by logging into your account on our website.

What if I receive the wrong item?

If you receive an incorrect item, please contact us immediately. We will arrange for the correct item to be sent to you at no additional cost and provide instructions for returning the incorrect item.

Can I order products that are out of stock?

If a product is out of stock, it will be marked as unavailable on our website. We do not accept backorders for out-of-stock items. However, we frequently restock popular items, so we encourage you to check back regularly. You can also sign up for our newsletter to receive updates on product availability.

How do I apply a discount code or promotional offer?

To apply a discount code, enter it in the designated field at checkout before completing your purchase. Please note that only one discount code can be applied per order, and promotions may have expiration dates or other terms and conditions. Discount codes cannot be applied retroactively to completed orders.

Do you offer price matching?

We do not currently offer price matching. However, we strive to offer competitive pricing on all our products and occasionally run promotional offers. We recommend signing up for our newsletter to stay informed about sales and promotions.

Payment Questions

What payment methods do you accept?

We accept a variety of payment methods:

  • Credit Cards: Visa, Mastercard, American Express, Discover

  • Debit Cards: Visa and Mastercard debit cards

  • Digital Wallets: Apple Pay and Google Pay

All payments are processed securely through Stripe.

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

Absolutely. We partner with Stripe, a PCI Level 1 certified payment processor, to ensure the highest level of security for your financial information. All payment data is encrypted using SSL technology, and we never store your credit card details on our servers.

Do you charge sales tax?

For orders shipped within the state of Texas, applicable sales tax will be added to your total. For orders shipped outside of Texas, sales tax is not applied. You may be responsible for any use tax required by your state or jurisdiction.

Do you accept international currencies?

All prices on our website are displayed in US Dollars. If you are placing an order from outside the United States, your card issuer will convert the transaction amount to your local currency using their exchange rate.

Shipping Questions

Where do you ship?

TideHedge ships to customers throughout the United States and internationally. We are proud to serve a global customer base and offer reliable shipping options to ensure your order arrives safely.

How much does shipping cost?

Shipping costs are calculated based on the weight of your order and your shipping destination. The exact shipping cost will be displayed at checkout before you confirm your purchase. We strive to offer competitive shipping rates.

How long does shipping take?

Delivery times vary depending on your location and the shipping method selected. Standard shipping typically takes 3-7 business days for domestic orders, while expedited shipping options are available for faster delivery. International delivery times vary by destination.

Do you offer express or expedited shipping?

Yes, we offer expedited shipping options at checkout. The available options and costs will be displayed when you select your shipping method.

Will I receive tracking information for my order?

Yes, once your order has been shipped, you will receive a confirmation email with tracking information. You can also track your order by logging into your account on our website.

What if my package is lost or damaged during shipping?

If your package is lost or damaged during transit, please contact us immediately. We will work with the shipping carrier to resolve the issue and ensure you receive a replacement or refund.

Do you ship to PO Boxes or APO/FPO addresses?

Please contact us before placing an order if you require delivery to a PO Box or APO/FPO address. We will advise whether we can accommodate your request.

Are there customs duties or import taxes for international orders?

Yes, for international orders, you may be subject to customs duties, import taxes, or other fees imposed by your country’s government. These charges are the responsibility of the recipient and are not included in our pricing. We recommend checking with your local customs office before placing an order.

Returns and Refunds

What is your return policy?

We accept returns for most items within 30 days of delivery. Items must be in new, unused condition with original packaging. Please refer to our Return and Refund Policy for complete details.

How do I initiate a return?

To initiate a return, please contact our customer service team by email or phone. We will provide you with a Return Authorization Number and detailed return instructions. Please do not return items without authorization.

Who pays for return shipping?

Return shipping costs are the responsibility of the customer, unless the return is due to our error (wrong item sent, defective product). In cases of our error, we will provide a prepaid return shipping label.

How long does it take to receive a refund?

Refunds are processed within 5-7 business days of receiving and inspecting your returned item. Additional time may be required for the refund to appear on your bank statement.

Do you charge a restocking fee?

We do not charge a restocking fee for most returns. However, we reserve the right to deduct a restocking fee for items returned in unsellable condition or without all original components.

Can I exchange an item?

While we do not offer direct exchanges, you can return the item and place a new order for the item you prefer. This ensures you receive your desired item as quickly as possible.

What if my item arrives damaged or defective?

Please contact us within 48 hours of receiving a damaged or defective item. We will arrange for a replacement or refund at no additional cost. We may request photographs of the damage to facilitate the process.

Account Questions

How do I create an account?

To create an account, visit our website and click on the “Sign Up” or “Register” button. Enter your name, email address, and create a password. Your account will allow you to track orders, save your preferences, and manage your information.

What are the benefits of creating an account?

Creating an account with TideHedge offers several benefits:

  • Faster checkout with saved shipping information

  • Easy order tracking

  • Order history for reference

  • Personalized recommendations

  • Exclusive promotions and updates

I forgot my password. How do I reset it?

If you have forgotten your password, click on the “Forgot Password” link on the login page. You will receive instructions via email to reset your password. If you encounter any issues, please contact us for assistance.

How do I update my account information?

You can update your account information by logging in and navigating to your account settings. Here you can update your name, email address, shipping address, and other preferences.

How do I delete my account?

If you wish to delete your account, please contact us directly. We will process your request in accordance with our Privacy Policy.

Website and Technical Questions

What browsers are compatible with your website?

Our website is optimized for the latest versions of major browsers, including Google Chrome, Mozilla Firefox, Safari, and Microsoft Edge. For the best experience, we recommend using an up-to-date browser.

Is your website mobile-friendly?

Yes, our website is fully responsive and optimized for use on mobile devices, tablets, and desktop computers. You can browse, shop, and complete purchases from any device.

What should I do if I encounter technical issues?

If you encounter any technical issues while using our website, please try the following:

  • Refresh the page

  • Clear your browser’s cache and cookies

  • Try using a different browser or device

  • Ensure you have a stable internet connection

If issues persist, please contact us with details of the problem, and we will work to resolve it.

How do I unsubscribe from your newsletter?

If you wish to unsubscribe from our newsletter, click the “Unsubscribe” link at the bottom of any email you receive from us. You can also contact us directly to request removal from our mailing list.

Privacy and Security Questions

How do you protect my personal information?

We take your privacy and security seriously. We use SSL encryption to protect data transmitted between your browser and our servers. We also partner with Stripe for secure payment processing. Your personal information is handled in accordance with our Privacy Policy.

Do you share my information with third parties?

We do not sell or share your personal information with third parties except as necessary to process your orders and provide our services. Please refer to our Privacy Policy for detailed information.

What information do you collect?

We collect information necessary to process your orders, including your name, email address, shipping address, and payment information. We also collect information about your browsing and purchasing behavior to improve our services. Please refer to our Privacy Policy for complete details.

How do I request access to or deletion of my data?

If you wish to request access to, correction of, or deletion of your personal data, please contact us directly. We will process your request in accordance with applicable data protection laws.

Promotions and Newsletters

How do I sign up for your newsletter?

You can sign up for our newsletter by entering your email address in the subscription field at the bottom of our website. Subscribers receive updates on new collections, promotions, and design inspiration.

What type of content do you send in your newsletter?

Our newsletter includes:

  • New product announcements

  • Exclusive promotions and discounts

  • Design inspiration and tips

  • Behind-the-scenes content

We strive to provide value to our subscribers and respect your inbox.

How often do you send newsletters?

We typically send newsletters once or twice a month, plus occasional special announcements. We do not spam our subscribers.

Can I participate in your promotions if I’m outside the United States?

Yes, our promotions are generally available to all customers, regardless of location. However, some promotions may have specific terms and conditions that apply. Please review the details of each promotion for eligibility requirements.

Careers and Partnerships

Do you have career opportunities?

We are always interested in connecting with talented individuals who share our passion for design and customer service. Current openings, if available, will be posted on our website. We encourage you to check back periodically.

How can I become a brand partner or influencer with TideHedge?

We are open to partnerships with brands, designers, and influencers who share our values. If you are interested in collaboration, please contact us with a detailed proposal including information about your brand, audience, and how you envision working together.

Do you accept product review collaborations?

We welcome authentic reviews from customers and influencers. If you are interested in reviewing our products, please contact us with information about your platform and audience.

International Customers

Can I place an order from outside the United States?

Yes, we ship internationally to many countries. Please note that international orders may be subject to customs duties and import taxes, which are the responsibility of the recipient.

What currency will I be charged in?

All transactions are processed in US Dollars. Your card issuer will convert the amount to your local currency using their exchange rate.

How long does international shipping take?

International delivery times vary by destination. Please allow 7-21 business days for international shipments. Tracking information will be provided once your order has shipped.

What if my international order is lost or damaged?

If your international order is lost or damaged, please contact us. We will work with the shipping carrier to resolve the issue. Please note that claims for lost or damaged international shipments may require additional processing time.

Product Care and Maintenance

How should I care for my picture frames?

Care instructions vary by material. Generally, we recommend:

  • Dust frames regularly with a soft, dry cloth

  • Avoid using harsh chemicals or abrasive cleaners

  • Keep frames away from direct sunlight to prevent fading

  • For wood frames, occasional polishing with a wood-friendly product is recommended

How should I clean my mirrors?

To clean your mirrors:

  • Use a soft, lint-free cloth or microfiber towel

  • Spray a small amount of glass cleaner onto the cloth, not directly on the mirror

  • Wipe gently to avoid streaks

  • Avoid cleaning solutions that contain ammonia if the mirror has a special finish

How should I care for marble or stone products?

Marble and stone products require gentle care:

  • Wipe with a soft, damp cloth

  • Avoid acidic or abrasive cleaners that can etch the surface

  • Dry thoroughly after cleaning

  • Use coasters or trivets to prevent stains

How should I care for rattan or natural fiber products?

Rattan and natural fiber products should be:

  • Dusted regularly with a soft cloth or brush

  • Kept away from excessive moisture and humidity

  • Avoided from prolonged direct sunlight

  • Cleaned with a slightly damp cloth if needed, then dried thoroughly

Sustainability and Ethics

Are your products eco-friendly?

We are committed to sustainability and responsible sourcing. Many of our products use natural, renewable materials. We also partner with manufacturers who share our commitment to environmental responsibility.

Do you use sustainable materials?

Yes, we prioritize materials that are renewable and sustainably sourced. This includes FSC-certified woods, natural rattan, and other eco-friendly materials. We are continuously exploring new ways to reduce our environmental footprint.

What is your packaging like?

We use packaging materials that protect your items during transit while minimizing environmental impact. We are actively working to reduce packaging waste and increase the use of recycled and recyclable materials.

Final Thoughts

We hope this FAQ section has provided you with the information you need. At TideHedge, we are committed to making your shopping experience exceptional from start to finish. If you have any additional questions or concerns, please do not hesitate to reach out to us. We are here to help.

TideHedge LLC
5900 BALCONES DR STE 100
AUSTIN, TX 78731
United States

Phone: +84349899020
Email: nhimtimsaubg203@gmail.com
Website: tidehedge.shop

Thank you for choosing TideHedge. We are honored to be part of your journey to create a beautiful, welcoming home