We’ve rounded up a few of the most commonly asked questions to help you browse, shop, and checkout with confidence.

 Why did you launch Timescale Shop?

As the saying goes, due to the popular demand. Over the years and as our community grew, “where can I buy more Timescale swag?” became more and more common. 

The Shop also reflects our commitment to sustainability and reducing our impact on the environment. We’ve reduced the amount of swag we build, ship, and store at conferences, and provide attendees the ability to redeem codes for free swag (we no longer guesstimate sizes or waste materials on items that aren’t used, we produce and ship only what’s requested).

Do you ship internationally?

Yes! We ship from warehouses in the US and Europe to most international destinations.

Do I have to pay for shipping, taxes, or customs/VAT?

You’ll see shipping and any US sales taxes calculated at checkout as part of your final purchase.

For international orders: Customs, VAT, and other duties for orders shipped outside of the US vary by country – and, unfortunately, we can’t guarantee that you will or won’t be charged additional fees to receive your package(s). Import and custom duties are calculated once the package reaches the destination country and must be paid by the parcel’s recipient (you).

 How long will it take to receive my item(s)?

COVID-19 Shipping Update: we're currently experiencing longer than normal production and shipment timelines. We apologize for the wait and appreciate your patience (we hope your Tiger item makes you smile when arrives!)

Our US fulfillment facility's current estimates are 20-25 business days, while our EU facility estimates are ~9-12 business days to produce items.

Average shipping times after fulfillment range based on your location, but average 3-8 days (note: local postal carriers may be experiencing delays, but we're unable to estimate how this might impact your shipment 😞 ).

Can I track my item(s)?

You’ll receive shipping notifications and tracking information when your package ships, so you can track its journey to you.

Can I return or exchange items?

In the event an item is damaged or defective, we’ll happily replace it. 

Shoot us a note (shop@timescale.com) and we’ll make sure you’re taken care of.

What if I’m a Timescale Hero?

Firstly, thank you for being such a dedicated member of the community!

Timescale Heroes get free swag as part of their welcome email package (as well as goodies throughout the year). Select the items you like the most, and use your Timescale Shop discount code at checkout.

If you haven’t received your welcome package with Timescale Shop discount code or aren’t sure which products your code applies to, reach out and we’ll help out: shop@timescale.com).

If you’re interested in becoming a Timescale Hero, check out our Timescale Heroes page for details and to tell us a bit about you.

What if I want to share my new item on social media?

By all means - photos, prose, and memes are welcome (and encouraged!).

Let us know what you think and show off your new gear on the social channel of your choice.

Tag @timescaledb and/or use #TimescaleShop, so we can RT your message.

Additionally, all Shop product detail pages include Facebook, Twitter, and Pinterest sharing icons - just click to share on the social network of your choice.

What if I have additional questions or feedback?

That’s what we’re here for! Shoot us a note: shop@timescale.com.

Tell us how we can help - or just generally say hi.