Tymobeauty

Hi Lisa , We are deeply concerned to hear about your experience. Your safety is our absolute top priority, and we sincerely hope your scalp is okay. We apologize if our initial customer service response made you feel unsupported. The reason our team strictly asks for an order number or proof of purchase is so we can authenticate the product and trace the specific manufacturing batch for an immediate safety investigation. Since this was a Mother's Day gift and you do not have the receipt, we highly recommend asking the gift-giver which specific platform they purchased it from. Once you have the proof of purchase, the issue can be properly addressed through the original authorized purchasing channel. Best regards, TYMO Team

Hi Louise , We are incredibly sorry for the extreme frustration you have experienced. Waiting 10 weeks for an order and feeling like you were ignored is completely unacceptable, and we completely understand why you would feel this way. Please know that TYMO is a legitimate global brand, and we would never intentionally take your money or ghost our customers. If your refund request went unanswered, it is highly likely that our replies were routed to your spam folder or there was a system error on our end. However, we take full accountability for this communication breakdown and the delay. We absolutely want to make this right and process your refund immediately. Could you please reply to this message with your order number, or email our support team directly at [email protected]? Once we have your details, we will look into this right away and get your refund sorted. Best regards, TYMO Team

Hi Karen, We are so sorry to hear that the Airbeam has left you feeling so disappointed. We completely understand your frustration when a new tool doesn't work as effortlessly as you had hoped. We would love to share a little bit of context regarding the design. The Airbeam is intentionally engineered to blow air from only one side to create a focused, directional airflow. This mimics a professional stylist's technique of blowing air downwards along the hair shaft to smooth the cuticle and reduce frizz, rather than blowing hair in all directions. To prevent the hair from blowing off the bristles and to avoid tangling, we highly recommend working with smaller sections and maintaining a firm, steady tension as you glide the brush down. You can see these techniques in action in our detailed tutorial video here: https://tymobeauty.com/blogs/tutorial-video/how-to-use-airbeam. We also hear your concerns about the return process. Because we are a global brand, cross-border return logistics can sometimes feel cumbersome, but we always strive for full transparency. You can review our complete return policy and step-by-step instructions right here: https://tymobeauty.com/policies/refund-policy. If you need any further assistance navigating the return, or if you'd like more personalized styling tips should you decide to give it another try, please feel free to email our support team directly at [email protected]. Best regards, TYMO Team

Hi Kristal , We are incredibly sorry for the immense frustration you have experienced. Receiving a defective Stylux Pro and then being offered a $15 credit is absolutely not the standard of service we strive for, and we completely understand your anger. We want to sincerely apologize and clarify what likely happened here: it appears our initial support agent completely misunderstood the severity of your situation. A $15 partial credit is an alternative option we sometimes offer for general return requests to help customers avoid costly international return shipping. However, for a genuinely defective item where the temperature cannot be set, our policy is a hassle-free, free replacement under our 1-year warranty. We would never ask you to keep a broken tool for $15, nor should you have to pay to return a defective unit. We also apologize for the missed emails; it is possible they were caught in our spam filters, but we take full accountability for this communication breakdown. Regarding our shipping, while we are a global brand with a US presence, we occasionally dispatch inventory directly from our overseas manufacturing hubs when our local US warehouses run low on stock to ensure orders are fulfilled. We absolutely want to make this right and restore your trust. Could you please reply to this message with your order number, or email us directly at [email protected] with a brief video showing the temperature control issue? Once we have your details, we will immediately help you process the free replacement. Best regards, TYMO Team

Hi Tima , We are so sorry for the immense frustration you have experienced with this order and our customer service channels. We completely understand why you feel so disappointed being left without your product and your funds, and we sincerely apologize for the difficulty you had reaching a live agent. We want to get this resolved for you right away. Regarding your delayed refund, we want to gently explain that when a package is simply refused or marked as ""Return to Sender"" (RTS) via USPS, it unfortunately falls outside of our standard Return Merchandise Authorization (RMA) process. RTS packages often experience significant tracking delays and are not automatically flagged by our warehouse upon arrival, which is why your refund hasn't been triggered yet. We absolutely want to make this right and ensure you get your money back. Our management team is ready to step in and manually process this for you. Could you please reply to this message with your order number, or email us directly at [email protected]? If you happen to have any drop-off receipt or tracking update from USPS for the refused package, please include that as well, as it will help us push your refund through immediately. We look forward to fixing this for you. Best regards, TYMO Team

Hi Valerie, We are so sorry for the frustrating delay with your hair dryer! We completely understand why seeing your package stuck in a warehouse for over a week would make you feel this way, and we are here to help clear this up immediately. Please rest assured, you have not been scammed. There are usually two common reasons for this kind of delay. Sometimes, when a package reaches a major international transit hub, the courier's tracking system can experience a lag, meaning the package is actually still moving even if the status hasn't updated for days. Alternatively, your order might be temporarily on hold at our dispatch center. Occasionally, our system flags an order if we need to confirm a more detailed shipping address, or verify the correct region-specific plug for your device before we can safely release the package. Could you please double-check your inbox (and spam/junk folder) to see if you received any emails from us requesting this clarification? We absolutely want to get your hair dryer to you as quickly as possible! Could you please reply to this message with your order number, or email our support team directly at [email protected]? Once we have your details, we will look into this right away and get your order moving. Best regards, TYMO Team

Hi Ivana , We are incredibly sorry for the absolute delivery nightmare you experienced. Having not one, but two packages misdelivered, and receiving a damaged box is completely unacceptable. We completely understand why you are so frustrated with this experience. Please allow us to sincerely apologize for the extremely poor service provided by the local 4PX courier. While we rely on international carrier partners for Australian deliveries, the courier's failure to utilize your secure letterbox and repeatedly delivering to the wrong address falls far below the standard we expect. We are actively reporting this specific local dispatch route to our logistics team for investigation. We also truly appreciate your feedback regarding signature-required options. Currently, our standard international shipping defaults to the carriers' standard "safe drop" protocols, but your experience is exactly why we are pushing our logistics partners for more secure shipping tiers in Australia. We also understand your hesitation about the refund process and your fear that a return package might get lost along the way. We do not want you to experience any more stress over this. To ensure this is resolved securely, could you please reply to this message with your order number, or email our management team directly at [email protected]? Our management team will personally step in to arrange a secure and hassle-free refund resolution for you, so you won't have to worry about the unreliability of the couriers. Thank you for your patience and for bringing this to our attention. Best regards, TYMO Team

Hi Suzy , We are truly sorry to hear that you were disappointed with both the product and your return experience. We completely understand your frustration and want to address your concerns directly. Regarding the straightener, we want to clarify that a straightening brush is structurally different from a traditional flat iron. Because it doesn't clamp the hair between two plates, it does require the user to hold the ends of the hair to create tension while brushing. This design is specifically intended to straighten while retaining your hair's natural volume, whereas a flat iron flattens it completely. However, we completely understand that this styling technique might not be for everyone, and we respect your preference for a traditional iron. We also sincerely apologize for the frustration regarding the return process. Because we are a global brand, cross-border return shipping can unfortunately be costly. Our customer service team offered the $25 USD voucher as a courtesy alternative to save you the high expense and hassle of international shipping, not to dismiss your concerns or force you to keep a product you do not love. However, we completely hear your feedback on how this felt. We deeply appreciate your honest feedback, as it helps us continuously improve our services and communication. Thank you for giving TYMO a try. Best regards, TYMO Team

Hi Anabel , Thank you so much for your support and for highly recommending our brush! We are absolutely thrilled to hear that you are loving it and getting great results. However, we are incredibly sorry to hear that your Curl Go is not working as expected. This is certainly not the TYMO standard, as every device undergoes strict quality checks before dispatch. It is highly likely this is a rare manufacturing anomaly or that the device sustained an unexpected bump during transit. We absolutely want to make this right for you! Since we cannot locate your exact order details in our backend system based solely on your username here, could you please reply to this message with your order number? Once we have your details, our management team will immediately verify your warranty and arrange a proper replacement or refund for the defective Curl Go. Thank you again for your patience and for loving our brush. We look forward to fixing this for you! Best regards, TYMO Team

Hi Suzanne We are incredibly sorry for the immense frustration you have experienced with UniUni's customer service. We completely understand why you feel so let down. Since you mentioned resorting to a credit card dispute, we completely respect your decision to take that route. Please understand that once a chargeback is initiated, the resolution process is handled directly between your bank and our payment gateway, which unfortunately limits our ability to process direct replacements or refunds on our end. However, for your reference and to assist with your claim, we want to share that your package (Tracking Number: UUS67M3970340831311) was officially scanned as delivered, and the driver did upload a proof-of-delivery photo. We highly recommend entering your tracking number directly on UniUni's official website to view this photo and see exactly where the package was left. We are truly sorry that the carrier's poor communication led to this frustrating situation. Best regards, TYMO Team

Hi AL , We are truly sorry to hear that the Airbeam hasn't met your styling expectations and that you found the learning process confusing. We completely understand your frustration. You are absolutely right that a multi-styler like the Airbeam has a bit of a learning curve compared to traditional hot tools. While its size and the noise level are due to the powerful motor designed to dry and style your hair simultaneously, we completely hear your feedback that it can feel bulky for travel. Since you have passed the standard return window, we truly want to help you get the absolute most out of your device so it doesn't go to waste. We highly recommend checking out our detailed, step-by-step official tutorial video here: https://tymobeauty.com/blogs/tutorial-video/how-to-use-airbeam. If you still find it tricky to use after watching, please do not hesitate to email our customer service team directly at [email protected]. We would be more than happy to provide personalized styling tips and guidance to help you master that salon blowout! Thank you for giving TYMO a try. Best regards, TYMO Team