06/15/2026
Please remember to be kind and patient when dealing with us. ❤️
We go above and beyond for our customers every single day, often in ways you may never see.
Behind every text message, phone call, email, and social media reply is a real person. A person with feelings, compassion, and a genuine commitment to making sure every customer and every order is taken care of properly.
It is genuinely disheartening to spend time explaining a situation, communicating openly about the realities and inner workings of our business, only to have those efforts completely disregarded.
As many of you know, our products are made to order. For our U.S. customers, orders are produced and shipped in batches. We invest a significant amount of time coordinating these shipments so that you do not have to deal with brokerage fees when receiving your order. This information is clearly communicated on the banner at the top of our website, as well as across our social media platforms.
In regard to customer communications, I will always take the time to go back and forth with a customer to ensure everything is fully understood and properly addressed before ending a conversation.
We believe this level of communication is extremely important. Questions deserve answers, concerns deserve attention, and customers deserve to feel heard.
Whether it takes one message or twenty, we will continue working with our customers until we are confident that everything has been explained clearly and that every concern has been addressed to the best of our ability.
A quick reminder regarding order communications:
When you place an order, you will receive an initial order confirmation email. After that, you generally will not receive additional updates until your order has shipped.
If at any point during that time you have questions or would like an update, we are always happy to communicate with you. Our email address and phone number are readily available on our website, and we will do our best to respond as quickly as possible.
Once your order ships, you will automatically receive a shipping notification along with tracking information. Please be aware that these emails can sometimes be filtered into junk, spam, promotions, or "other" folders depending on your email provider.
We strongly encourage you to check these folders regularly so you do not miss important updates regarding your shipment.
Please remember that there is a real family behind this business. There is no AI chatbot and no outsourced customer service department.
From start to finish, TNT is Ty and I.
And behind that phone, inbox, and email account is me.
Thank you to the overwhelming majority of our customers who continue to support us, show patience, and treat us with kindness. It never goes unnoticed.
We will not be offering refunds or returns for orders that have been shipped and received successfully, with proof of receipt. As we openly communicate delayed timelines that are readily available on our website within the banner on every single page. We keep an eye on tracking for every single order that leaves our workshop. Please do not try and take advantage of our kindness or our business.
Sincerely,
Tia & Ty & Bolt 🐾
