Help & Faqs
Account Access Problems
Recently we upgraded our website and pre-existing accounts may have been deactivated. Please register again to enjoy our new website. If you continue to have problems accessing your account please Contact Us and explain the problem in detail.
Placing an Order
Ordering online with tandem is as easy as 1,2,3. First, browse through our selection of exciting items and choose the item(s) you would like to purchase. Then add the item to your shopping cart and proceed shopping or continue to check out. That's it! It's that easy.
Pricing and Availability
Prices, products and special offers shown on tandem may be subject to change without notice.
Canceling my Order
After you have clicked "Place Order," your order begins to process and you cannot make any online changes to your order. To change or cancel your order prior to shipment, you must a Customer Service representative. Please note that most orders process quickly and can enter the shipping process within minutes. If your order has already entered the shipping process, it cannot be changed or canceled.
tandem is required by law to charge appropriate sales tax for orders with ship to .
Absolutely! We use Secure Socket Layer (SSL) encryption to ensure that your personal information cannot be intercepted and read by a third party. Your personal information and your credit card information are converted into bits of code that are transmitted securely. None of our customers have ever reported fraudulent use of their credit card information as a result of giving it to us over the Web, but if you ever suspect that your credit card information is being used without your knowledge, you should contact your credit card company immediately.
Shipping outside the United States
We are sorry, but at this time we do not offer any shipping options to countries other than the United States.
Shipping to a P.O. Box
We're sorry, but you must provide us with a valid residential address in order to accommodate your request. For more information regarding FedEx shipping requirements, please visit their web site at www.FedEx.com.
Find the FedEx tracking number in the e-mail we sent you confirming that your order has been shipped. Use that number at www.FedEx.com to check the status of your order online. It may take 24 hours before tracking information appears on the FedEx's web site.
If your order appears late, remember:
- Credit card approval must be received prior to processing.
- Expedited orders placed after 12 noon EST are processed the following day.
- Expedited delivery only occurs on business days (Mondays through Fridays, excluding holidays).
You can look at past and pending orders. You must be a Registered Customer to use Order Status. Click here to check your Order Status.
Also, you will receive two e-mails after you have placed your order and provided us with a valid e-mail address:
- The first confirms that your order has been received (your order confirmation number will be included); this e-mail should arrive within approximately 24 hours.
- The second confirms that your order has been shipped (any tracking information will be included); this e-mail should arrive within approximately 24 hours after your package is shipped.
Your shipping charges will appear in the box marked "shipping charges" at checkout for your convenience. For complete shipping information before you check out, please review our Shipping Rate Chart.
30-Day Money-Back Guarantee
We want you to be fully satisfied with every item that you purchase online from tandem. If you are not satisfied with an item that you have purchased online, you may return the item within 30 days for a full refund of the purchase price, minus all shipping, handling or other charges. Many of our items are offered with free shipping. This means that the cost of shipping has been included in the price to give you the total price of your order. When you return an item you are responsible for the return shipping and you will also be responsible for the actual original outbound shipping costs.
Some items are subject to a restocking fee.
Due to the extremely high cost of furniture shipping these items are considered a final sale and not eligible for returns. We will of course take care of shipping damage or warranty claims if any should arise.
Products may be returned within 30 days of receipt of the items. All items must be in its original new packaging and in its original new condition. Laundered items or items without the original packaging will not be accepted. Each package requires a Return Authorization Number (RMA). After request has been submitted and the return label received, please place the label on the outside of the package. All packages received by tandem without a Return Authorization Number will not be accepted. If an item is to be returned due to a manufactures defect you must contact us via phone or email to arrange replacement or return shipping.
You can expect a refund within 30 days of our receiving your returned product. You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part.
The packing slip in your package will contain detailed instructions for returning an item. Here are the basic steps:
- Please refer to your packing slip for return information.
- Visit our Returns Tool to request a Return Merchandise Authorization # (RMA).
- Click on the order that contains the item you need to return.
- Click the “Return Items” button next to the item you need to return. Only items that are eligible for return will have an active link to click.
- Select your Return Reason.
- We cannot accept C.O.D. deliveries.
- Insure package for proper protection.
For your protection, we recommend that you use FedEx or UPS Ground for your return. You can expect a refund within 30 days of our receiving your returned product. Please contact us immediately if you feel you have received a product that has a manufacturer defect or we made a mistake and sent you a different product than what you ordered (wrong item, color, model, etc). Under these circumstances do not ship us these products. We will arrange for proper shipping or replacement. We do not issue refunds for shipping charges if you send an item back on your own. * Please note: If there is extensive damage to an item upon delivery, email a Customer Service representative.
tandem is the #1 online store. You'll not only find a huge selection, you'll find them at great value.
We welcome any comments, suggestions and ideas that will make your shopping experience more enjoyable. Tell us how we can help by contacting us. We would love to hear from you!