FAQ

Frequently Asked Questions

Please note that at this time, we are only able to offer assistance with web or wholesale inquiries via email. Please email customerservice@tenderlovingempire.com. We typically reply within 24-48 hours, excluding weekends and holidays.

Store Staff are not equipped to assist with web or wholesale inquiries and will redirect you to email customerservice@tenderlovingempire.com. Thank you for your understanding!

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Website & Products:

Where can I find your apparel size & fit guide?

Because we source our tees and crewnecks from a few different vendors, one size guide does not fit all! Please email us at customerservice@tenderlovingempire.com for the deets on your choice of garment.

Is everything in your stores on your website?

Only a portion of our in-store stock is online at any given time. If you've seen or purchased something at one of our four locations in Portland, Oregon, and can't find it online, send us an email at customerservice@tenderlovingempire.com and we will help you out.

You are out of stock of an item I was hoping to purchase, what can I do?

Please sign up for the ‘Notify me when back in stock’ feature on that product. You will receive an email when the item comes back in stock online. We also consider demand based on notification signups and may possibly reorder that product faster.

Please keep in mind that we source from small makers, businesses, and artists. Many are small batch vendors, and we buy small/seasonally -- ie some things go in/out of stock regularly so snag it while you see it!

How do I make a custom Care Package request?

We would love to help you put something together! Inquire here.

Do you offer your products for wholesale?

Yes! You can find more information about our wholesale shop by going to our Contact Us page or email us at wholesale@tenderlovingempire.com with any questions.

Shipping & Returns:

How long will my order take to ship?

We process & ship from our warehouse 3 times a week and can usually have all orders shipped 1-3 business days after purchase. During sales or promotions, shipping may require 4-7 business days. You will receive a tracking number to the attached email once your order has been shipped via USPS. 

How do you estimate shipping?

We ship via USPS and shipping costs are automatically calculated at checkout and based on weight and destination of the package. Our rates also include handling and packaging costs. 

If offering free shipping, does it apply to international orders?

At this time, our free shipping offers only apply to customers within the US (mainland).

Where is my package? Delayed, Lost, or Missing?

Please let us know so we can monitor the situation by emailing us at customerservice@tenderlovingempire.com . **Please note that once the order has left our hands and is in the possession of USPS, we ask that you contact USPS customer service directly at 1-800-275-8777 to file an inquiry as to the location of your package or contact your local post office for more information.

Oops! I entered the Wrong Address at check out, what do I do?

Reach out to us at customerservice@tenderlovingempire.com to update your order before it is shipped. If the order has already shipped & gets returned to us, we will ask that a second payment for shipping is paid for.

I need to return items from my web order, how can I do that?

Absolutely. We want to make sure you're happy with your purchase, either online or in our stores. We'll take online returns or exchanges within 30 days of purchase for any reason, and within 15 days in our stores (make sure you have the receipt!). You can read our complete refund and exchange policy here.

Let us know at customerservice@tenderlovingempire.com to arrange your return or exchange. You will be responsible for the return shipping back to us, and we will cover shipping back to you if you are exchanging an item.

 

Does TLE pay customs duties + fees for international shipping?

No, customers are responsible for all customs duties, taxes, and fees.

Online Pick Up Orders:

Oh, I can pick up my online order! Thats great, how does it work?

Typically pickup orders are ready within 1-4 business days. You will receive an order confirmation email shortly after check out and then an additional email when your order is ready for pickup. You may then come to our West End location, 412 SW 10th Ave. Portland, OR 97205, when it's convenient for you anytime during store hoursHave your order name & number ready!

 

Forgot you made a pick up order… Like… a long time ago? What now?

As of April 2022:  Pick up orders will be held at our West End location for a total of 90 days from the date of fulfillment. If left for more than 90 days items will be placed back in our inventory to sell and the order will be marked as abandoned. Your account will be refunded in online credit which can be used on our website Tenderlovingempire.com. 

 

If for any reason you are unable to pick up within the 90 day time frame and would like us to hold on to your order a bit longer, please reach out to us at customerservice@Tenderlovingempire.com. We understand that life happens and don’t mind holding onto the cool stuff you bought for another 30 days. 

 

I am unable to pick up my order but still want my stuff. What can I do?


If you moved or are stuck out of town and cannot physically make it into our West End location to pick up your order within the 90 day hold limit, no problem! We can ship it to you! Just reach out to us at customerservice@tenderlovingempire.com with your order number, name, and shipping address and we will send you your awesome stuff! Shipping costs will be invoiced to you separately.

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General Questions & Concerns:

I have not received any notifications since placing my online order.

Please take a peek in your spam folder first, many retailer emails get auto filed into there. If you still do not see any information regarding your order please reach out to us at customerservice@tenderlovingempire.com

I ordered a gift online and don’t want the prices included, help!

No need to worry! All web orders come with a gift receipt as the packing slip automatically - no prices will be shown. If we see that the recipient is different than that who purchased our warehouse team will aim to take off any price tags on the products.

I signed up for the newsletter & did not receive the coupon.

Hold tight! Take a peek in your spam folder if you do not see the code after that amount of time. If you still do not see the code email us at customerservice@tenderlovingempire.com to assist.

Why isn't my coupon code working? 

We are only able to honor 1 coupon code per order. We cannot retroactively apply discount codes to an order.

I got my order but my item was damaged. What can I do?

Email us at customerservice@tenderlovingempire.com with your order number, order info & photos of the damages. This will help us to replace your item(s) and/or file a claim with the postal service. Please include photos of your package with the product, box, and packaging.

Question About Gift Cards?

We have 2 forms of gift cards, physical gift cards for our brick and mortar stores & digital codes for use on our website. If you need to convert your gift card for either use, please email us at customerservice@tenderlovingempire.com All gift cards purchased online will be a digital code sent to your email, if you’d prefer a physical gift card please purchase in store at our brick & mortar locations!

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Got Vinyl? We've got your back!

I'm having issues with a vinyl record I purchased from TLE, please help!

Congrats on your recent purchase! Thank you for supporting our label and all the artists we carry!

We understand that many people are still getting acquainted with vinyl as a format, and wanted to send along some tips to help you avoid some common issues that arise with vinyl. Vinyl is very subjective in playback setup, much more than CDs and Cassettes. If you have a player that is all in one (meaning speakers are attached and there is no receiver) then we would highly suggest placing a weight of some kind on the base of the record arm (that the needle is attached to). A quarter or nickel should help weigh down the record arm to avoid any skipping that is common when being played back on an “all in one” record players.

We also advise cleaning your vinyl with a non-abrasive cloth, going clockwise with the groove. You can use a combo of rubbing alcohol, water and soap (literally 2 drops). Even with new vinyl, there can be particles of cardboard or dust that can affect sensitive record needles.

On the topic of needles, make sure your record needle is cleaned off of any dust or debris that can accumulate after a couple plays. Sometimes little things can obstruct the needle from doing its job (its got to get into those little grooves to play you your grooves).

Hopefully those suggestions help. That said, if your record has visible bubbling (on the vinyl itself), the label is off center, or the vinyl appears warped, please contact us for a return/exchange at customerservice@tenderlovingempire.com.

About TLE

Where are your handmade goods made?

We sell handmade goods from an increasingly wide community of independent makers and designers. We started by selling what friends made here in Portland, Oregon, but have grown to add makers from across the United States, and select fair trade importers. Take a look at our About Us page for more info.

WOW! You're a record label too?

Yes! We began by providing a way for friends to release their music and reach a wider audience, and have continued to grow to represent an increasingly diverse, multi-genre group of artists. You can read more about our whole story here.

I'm a Maker/Artist, Will you sell my handmade goods?

We love artists and makers, that's our thing, and we are always looking for creatives to work with. 

Send us an email at submissions@tenderlovingempire.com. Please include links, descriptions, and whatever else you like, and our buyers will take a look.

I am a Musician/Band Can I be on your record label?

We are always on the hunt for great music! Send us a soundcloud or other streaming link to label@tenderlovingempire.com and our record label folks will give it a listen.

Can I work at Tender Loving Empire?

Take a look at our Jobs at TLE page for current openings. You can also follow us on Instagram, Facebook, or Twitter and see our job announcements there.

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When you finally accept that it's OK not to have answers and it's OK not to be perfect, you realize that feeling confused is a normal part of what it is to be a human being. -Winona Ryder

Not finding the answers you seek? 

Send us an email at customerservice@tenderlovingempire.com and we will make sure everything turns out great! Because we think you're great! 

Thank you for shopping with Tender Loving Empire. Your support helps our community of artists and artisans. We are so happy to have you be a part of this place!

Live Whole Hearted

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