Frequently Asked Questions
1. I love Tangle products. I often want to buy items from your website but the shipping cost to deliver to my country is so expensive! Why?
We receive many emails from our international customers regarding this issue. The cost of our international shipping is high because it includes package tracking. Without this added service, packages have become lost and never arrive to their intended destination. We agree that the cost to ship our products to you can be a deterrent to your buying and that's why we offer many discounts and coupon codes for you to take advantage of.
We also work with retailers and e-commerce sites in many countries who sell Tangle. Simply email us at firstname.lastname@example.org and we will refer you as best we can.
2. I selected USPS International as my shipping method. How do I track my order?
Visit our Ascendia website and enter your Package ID to track your order.
3. Do you have any shipping specials?
Yes! Any shopping cart with a subtotal of $50 will receive free shipping within the continental United States.
4. I live in Canada. Is there anything I should know before making my purchase?
Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g. excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer's behalf.
Your order will be shipped under UPS's e-Tailer Brokerage Program (eBP), where eligible shipments imported into Canada are subject to applicable duties and taxes as well as an average of $10.00 flat brokerage fee ($4.00 USD entry prep fee + $6.00 CAD bond fee on ground shipments; $10.00 CAD bond fee on air shipments) for shipments valued below $200.00 USD.</p>
5. I placed my order a couple of days ago. Why haven't I received my package yet?
We at Tangle try our very best to keep up with the demand of our products as well as the demands of our valued customers.
Please allow us 24-48 hours to process your order. If you need your items to arrive by a certain date, please take this into consideration when placing your order and plan accordingly. If you're in a bind, contact us at email@example.com and we'll help you as best as we can!
6. Why is my Tangle coming apart?
Tangles are designed so that every single segment can separate from both ends. This is what gives Tangles their unique movement and "Magic in the Motion." Some are harder to pop back together than others and that is based on design, materials and personal usage.
7. Are Tangles a choking hazard for young children?
Yes, due to the separation of the individual segments, Tangle Jrs are a choking hazard for children under the age of 3. The only Tangles which are not tested for choking hazards are the Original Chrome and Museum Chrome, which are not classified as toys. Likewise, we do not have any Tangles that don't separate. The separating sections facilitate the famous and fluid-like movement of Tangle.
8. How long do the lights in the NightBalls last?
The patented super bright motion sensor LEDs in our NightBalls are designed to last 40 - 50 continuous hours or approximately 150,000 pulses.
9. How should I wash my Tangle?
All of our Tangle products can be washed with mild soap and water. They are not dishwasher safe.
10. What is your return policy?
If you have any problems with the products you purchase from our store, please contact us at firstname.lastname@example.org and we will be happy to help you in any way we can.
11. I am interested in selling or distributing Tangle products.
Please contact us at email@example.com!