Frequently Asked Questions
Product
Why is there resistance on the zipper?
TILLIV Compak Series uses a best-in-class airtight zipper, which you'll find adds resistance to opening/closing your vacuum pack. This is especially on the first try, and is normal.
Use the integrated D-ring (black corners) to hold, lift the zipper tail gently and pull steadily to open/close.
For smoother opening/closing, use TILLIV Zipper Lubricant Wipes to lubricate the zipper, before/after use or prolonged storage. Simply apply along the length of the zipper, open and close five times and then close the zipper to store.
Can I bring Nano Pump on the plane?
Most airlines will require you to hand carry Nano Pump 2, due to an internal battery. However, as regulations differ from across airlines, it is best to contact your local airline prior to travel.
How does Nano Pump work?
There is a TILLIV Nano Pump manual in the box - it’s in the small section on the packaging, across from the nozzles compartment.
Double click to turn on and single click to turn off.
If the pump only inflates, you have attached the nozzle to the opposite side of the pump. You have to use the vent on the other side, the side of the pump where
the silver metal hook is.
To find the right nozzle, please refer to the manual in the box.
My vacuum pack does not deflate
Please check if the zip is completely closed as there is slightly more resistance at its closing end and follow instructions for the correct use of the pump.
Shipping
How long is the processing period?
- Order processing times range from 1 to 3 business days from the day you place your order on top of shipping duration. You can find a list of shipping duration (estimates) here.
When are packages processed and shipped?
Packages are processed and shipped Mondays through Fridays, excluding major holidays.
How soon should I expect my package to be shipped after placing my order?
Your package should be shipped within 1 to 2 business days after placing your order. You'll find a list of shipping durations here.
How long does it take for packages to be delivered?
Depending on your location, packages are delivered within 5 to 25 days from the date of shipment.
Will my order come in one package?
Depending on the size of your order, you may receive separate packages.
Out of stock/backordered items
We'll notify you via email if any items are out of stock and provide an expected shipment date.
Can I change the delivery address?
We will do our best to accommodate changes in shipping information, but once the parcel has been dispatched, we will no longer be able to change the delivery address. It is the sole responsibility of the customer to ensure the address provided is correct and to be available when the parcel
arrives. If a parcel is returned due to the customer being unavailable or due to an error in the shipping information provided, a $25USD reshipment & reprocessing fee will apply for free / standard delivery, and additional charges will apply for Express Delivery. We encourage all customers to thoroughly review their shipping and billing information prior to completing your order to avoid any possible delays.
Do you ship internationally?
- Yes, we ship internationally to almost all countries. See a list of shipping zones here
Returns/Refunds
I received a damaged item, what do I do?
Please contact us with your name and order number for further assistance.
What do I do if something is missing in my order or is damaged?
- Contact us immediately to resolve the issue within 30 days of delivery. You can reach us via the Contact Us tab or email us at support@tilliv.com.
Order Status
How can I track my order?
You will receive a tracking link via email once your order has been shipped.
Why isn't my tracking number working?
Tracking numbers may only function on domestic orders. For international orders, tracking may not update until the parcel arrives in the destination country.
