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Frequently Asked Questions
If you have a question and can't find the answer here, please feel free to Contact Us or start Live Chat now.
Q : I just placed an order, why does my order show as "On Hold?"
Your order status will display as “On Hold” once it has been entered into our system. We will notify you within 3-5 business days if there is anything delaying your order. Order status will only display for customers with an active account on the website.
Q : My order status has been changed to "Processing," what does this mean?
The payment for your order has been processed and your order will be shipping soon. Keep your eyes open for an email notifying you of your tracking number. Small packages will be dropped off by companies like FedEx, UPS and USPS. Larger items will travel via common carrier. These carriers will reach out to schedule an appointment before delivering.
Q : When can I expect my order to ship?
In stock orders typically process and ship from our facility in Tucson, AZ within 7-10 business days, barring any logistical delays. If any items from your order are not in stock, you will be informed of this via email within 3-5 days of the order being placed. And, chances are that if we don't have exactly what you are looking for, we will make suggestions for suitable alternatives.
Q : How will I know when my order will reach me?
Q : Will my order receive free shipping?
Orders over $25 will receive free shipping. There are a few exceptions to this depending on the item ordered and the shipping location. Some items will require additional shipping fees if they are shipped alone due to the unusual size. This will be noted on the items that we are aware of. Please read our shipping policy for more details.
Q : What is included in the free shipping?
Our free shipping option is curbside delivery only. If you would like to learn about pricing for your order to be brought inside your home or business, please call us for a quote at 877-932-6446.
You may wish to add on the Lift Gate Service for orders of heavy furniture. A lift gate is a motorized platform attached to the back of the trailer or truck that will physically lower your large and/or heavy items to the ground so you can take them inside your home or office. Please keep in mind that the truck driver is not responsible for unloading the truck and will most likely not help you. For other available shipping options, click here.
Q : Is everything shown on the website in stock and available to ship?
At this time we do not list product inventory levels online. An item shown on the website is not guaranteed to be in stock at the time it is ordered. Due to the nature of our business, our inventory is quite fluid as it is shared with our retail locations and wholesale department. Most of the items we offer are handcrafted imports requiring time for both the artisanal process and international transit. However, we are constantly receiving new shipments and if your item is not on hand at the time the order is placed, chances are it will be arriving soon. Would you like to know if an item is in stock prior to placing your order? Please call, Live Chat or email us and we will look into it immediately.
Q : How can I cancel my order?
You may cancel your order for any reason at any time and you will not be penalized with a fee. Your card will not be charged until the order is prepared for shipping. Cancellations must be received in writing via email before the order is prepared for shipping in order to avoid cancellation charges. You may simply reply to any email correspondence you have received from Tres Amigos and state that you wish to cancel your order. Please click here to see our full cancellation policy. Certain restrictions apply.
Q : I have created a customer account, why can't I see my order details?
Accounts created after placing an order will not be linked together. Please call, Live Chat or email us and we will be happy to update you on the status of your order.
Q : Do you have a wholesale program?
Yes we do. For more details click here or call us at 877-932-6446.
Q : I just placed an order. Why does it take 3-5 days to notify me of my order status?
Tres Amigos offers a large inventory. Once your order is placed, the search for your product(s) begins. The moment we receive confirmation that the ordered items are available we notify you of the order status. If you do not receive a notice of back order, your order is complete and will ship within 5-10 business days. This allows us time to transfer the item, inspect it and prepare it for shipping. Your card will not be charged until the order is being prepared for shipping.