Frequently asked questions

What are your working hours?

We are here for you from Monday to Friday from 7:30 a.m. to 4:00 p.m.

How can I get answers to technical questions?

Email us at info@tymoty.com . We will forward your message to an expert who will deal with it.

Where can I get information about the availability of sold-out products?

We will be happy to check the availability of products that are not currently in stock at info@tymoty.com.

 

Registration and ordering process

Do I have to register when purchasing goods?

You don't have to, just fill out the order form. However, it is an advantage to have a registered account in which you can track the status of your order and you will also get other benefits of our loyalty program.

Why can't I log into my account?

One of the reasons may be that you are entering the wrong password or you are registered with a different email. If you are unable to log in to your account or have forgotten your login information, you can request a password reset by entering the email address you used to register at https://www.tymoty.com/client-center/forgotten-password/

Is my order OK if I haven't received a confirmation email?

After creating the order, you should receive an email confirming it. In case you did not receive this email, please try checking the SPAM folder in your email inbox. If there is no confirmation of receipt of the order, there may have been an error. In that case, please contact our customer support via email at info@tymoty.com.

Where can I find the status of my order?

We continuously send information about the order by email to the address given at the time of ordering, including the tracking number of the shipment. If the shipment has not yet been sent, we will inform you by e-mail about the expected date of dispatch.

How can I cancel or change an order?

Canceling or changing the order is not a problem. Just write us an e-mail with your request, provide the details of which account the request relates to and the registration email. Changes to orders can only be made by our customer service, so if the ordered items do not suit you, please contact us immediately at info@tymoty.com. However, if the order has already been dispatched, it cannot be interfered with.

 

Delivery and payment of goods

When will I receive the package?

We ship packages within 24 hours of placing an order. Our contracted carriers guarantee delivery of your order in some countries as early as the next day. However, during holidays or big sales, we cannot guarantee shipping within 24 hours. We ship packages as soon as possible, and it is then up to the shipping company to decide when to deliver the package on holidays due to busy schedules.

What are the shipping and delivery options? What is the shipping cost?

You can find a list of current carriers, delivery countries, prices and delivery speeds in the delivery country section.

Do you also deliver to countries other than the Czech Republic?

Yes, we deliver to the entire European Union, you can find a list of countries on this delivery country page.

Where can I track my shipment?

After sending the shipment from our warehouse, you will receive an information e-mail with the shipment number. You can then track the status of your shipment directly on the page of the selected carrier.

What are the payment options?

Cash on delivery - You pay the goods to the carrier in cash or by card when you pick up the shipment at the address you specified. The fee for cash on delivery is 36 CZK. Cash on delivery is only available for some countries.

Online card payment - You can pay for your order with a card that allows online payments. It is a convenient and safe method of cashless payment.

By bank transfer - You can also pay for goods via online banking. We will send the information needed to make the payment via electronic banking to your e-mail address. You can make the payment within 3 days of placing the order. Do not forget to fill in all necessary information, especially the variable symbol, otherwise the process may take longer. We will send the goods to you only after the payment has been registered on our account.

 

Complaints and returns

The courier brought me a visibly damaged package. What should I do?

If the courier brings you a damaged package, we recommend not accepting it and writing a complaint report with it. Then contact our customer service at info@tymoty.com.

My order has a damaged/missing product or contains a product that I did not order. What should I do?

If you have any problem with your order (damaged goods, missing product, incorrect goods sent), please do not hesitate to contact our customer service as soon as possible. Send your request to info@tymoty.com with attached photos of the package and its contents.

I want to exchange the purchased goods. How do i have to proceed?

Exchange of goods is not possible. The goods can only be returned and you can then order another one. For free returns, we recommend contacting our customer service at info@tymoty.com . We will pick up the unsatisfactory goods from you by courier. Therefore, please email us the order number, the name of the goods you wish to return and the address where the courier can pick up the goods. After the package is returned, a financial refund will be made to the specified account. Or in exceptional cases, you can send the goods at your own expense to our address Tymoty Parts, s.r.o., Nádražní 489, 671 67, Hrušovany. After receiving the package, we will make a financial compensation. Please do not send the goods cash on delivery, these shipments will not be accepted.

I want to return the purchased goods. How do i have to proceed?

For free returns, we recommend contacting our customer service at info@tymoty.com . We will pick up unsatisfactory goods from you free of charge by courier. Therefore, please email us the order number, the name of the goods you wish to return and the address where the courier can pick up the goods. After the package is returned, a financial refund will be made to the specified account. Or in exceptional cases, you can send the goods at your own expense to our address Tymoty Parts, s.r.o., Nádražní 489, 671 67, Hrušovany. After receiving the package, we will make a financial compensation. Please do not send the goods cash on delivery, these shipments will not be accepted.

I want to complain about purchased goods. How do i have to proceed?

If you wish to claim a product for any reason, please email us at info@tymoty.com with a description of the claim with photos of the non-conforming goods and the order number in which the goods were purchased. Subsequently, the customer service staff will inform you about the next procedure.

Can I return only part of the order when making a claim/exchange?

Of course. If you have ordered multiple items in one order, you can easily complain or return only what you are not satisfied with.

I ordered the goods, but they have not been delivered to me. How to do it?

If you have not received your order within 7 days of placing it, please do not hesitate to contact us at info@tymoty.com.