Question 1

How long does it take for rewards points to show up on my account?

Accepted Answer

If you've completed actions and earned rewards points, it takes 24-48 hours for the points to show up. If it's been longer than that and they're still not on your account, please contact us. See below for a list of recent rewards activities.

Question 2

Does Tilta have a rewards program?

Accepted Answer

Earn points on purchases, product reviews, and other actions on Tilta.com. Sign up for an account to get started. For more information, click the Rewards button in the lower left or visit the Rewards page.

Question 3

My tracking number doesn&#8217;t work, how can I fix it?

Accepted Answer

For the majority of online orders at Tilta.com, the link in the order shipment confirmation email will work for tracking your order. You can also search for your order status below:






If you are still having issues with your tracking number, contact us and we will look into it further.

Question 4

Does the Tilta website offer local pickup?

Accepted Answer

Tilta does offer local pickup on online orders at de.tilta.com. It is free of charge and only available when your billing or shipping address is set to California.

Order are ready for pickup about 1-2 hours after you receive your order confirmation email. Backordered or out of stock items are not available for pickup and will be refunded from your order.

Question 5

What currencies do you support on your website?

Accepted Answer

Tilta.com accepts payments in US Dollars, and the final price will be converted from USD back into your currency. There may be fees or differences in exchange rate between the rates our payment processors and the bank or financial institution that our customers use.

Question 6

What regions does eu.tilta.com ship to?

Accepted Answer

Orders on eu.tilta.com primarily ship from our DE warehouse, our DE warehouse for  orders and Shenzhen, China for orders outside the Europe. eu.tilta.com ships Europe, with a few exceptions.

If a product isn't available for ordering in your country or region, please visit our Dealers page.

Question 7

Does Tilta ship to P.O. boxes?

Accepted Answer

No, we do not ship to Post Office boxes. Please use a physical mailing address when ordering with us.

Question 8

How do backorders work?

Accepted Answer

Once we receive your order, our system will email you notifying you if there are products on it that are backordered. Our website will show the stock status in our DE warehouse and Chinese (international orders) warehouse locations. Tilta manufactures a wide range of products and our website carries a lot of items that are hard to find at resellers. Although an item may be out of stock in our DE warehouse, it is most likely available from our headquarters in China. It may take 2 weeks or more to receive it but you are welcome to backorder a product and reserve it. Please note that pre-orders may be called backorders in notification emails.

Contact us with any questions or comments regarding backorders or ways to improve ordering.

NOTE: Orders with backordered products will be held until all items are available to ship. Please contact info@tilta.com if you would like to split a shipment. 
Please note shipment from China would be charged for tax. For further information，please contact info@tilta.com

Question 9

What is the Signature Confirmation Fee?

Accepted Answer

Orders over $1,000 require a signature upon delivery. This helps protect your order from theft or fraud and is added by FedEx or other shipping carriers.

If you do not wish to have delivery confirmation, we can refund the $5 fee back but we will not take responsibility for lost, stolen, or damaged packages.

Question 10

What is an open box item?

Accepted Answer

Open box products have the same warranty as a new product but are available at a discounted price. These are mostly returned or refurbished products that have been QA'ed by our repair team.

You can find these in our Special Deals section. Learn about the return policy for open box items.

Question 11

Can I return an open box or special deals item?

Accepted Answer

Products in the Special Deals section are mostly open box or discontinued items. These are final sale only and no returns are allowed.

Learn more about open box items &rarr;

Question 12

How do I learn more about my using my Tilta product?

Accepted Answer

We have many options for learning about and helping to use your Tilta purchase. Check out some of the resources available to you, as follows:

 	Tilta Support
 	YouTube Videos
 	Gravity G2X Facebook Group
 	Nucleus-M Facebook Group

We are always available for more help by contacting us.

Question 13

When will I receive my tracking number for my order?

Accepted Answer

Your tracking number will be sent to you once your order is processed and packed for shipment. Our website will send you an email when it is entered to our system.

Visit our Order Tracking Page or Contact us if you need help with your tracking number or your order.

Question 14

Am I responsible for customs fees, duties, or other fees?

Accepted Answer

All international customs fees are the responsibility of the purchaser.

Question 15

Does eu.tilta.com ship internationally?

Accepted Answer

With a few exceptions, all products on eu.tilta.com are available for ordering worldwide. We offer a 8.7 € flat rate shipping option on those products, with a higher rate for heavier items. Terms & conditions apply.

Visit our dealers page to find a physical or online store near you.

Question 16

Does eu.tilta.com offer free shipping?

Accepted Answer

In the EU countries, we offer free shipping on orders over  99 € (excluding certain special products).

Some heavier products like the Armor Man 3.0, Hydra Alien and a few others, are excluded from both offers and have a different rate. These offers are subject to change.

Please note shipment from China would be charged for tax. For further information，please contact info@tilta.com

Question 17

How does flat rate shipping work?

Accepted Answer

Flat rate shipping is available for international orders for the Tiltaing series or DJI Ecosystem products. The majority of items are available at 8.7 € flat rate for all items in that shipping class. Larger items, such as the Advanced Ring Grip for RS2, are at a higher 70 € flat rate shipping price. These prices do not include customs fees or duty.

Flat rate shipping for EU orders is no longer available and prices are quoted by dhl, based on our discounted rate.

Question 18

What is your return policy?

Accepted Answer

Within 30 days of receiving your order, you may return or exchange unopened products or opened merchandise in new condition, with its original packaging and accessories for a refund on the product’s purchase price. Shipping fees for international orders are not refundable. Returns are subject to up to a 30% restocking fee. Open box items are not returnable.

Read our full return policy &rarr;

Question 19

How long does FedEx Ground take to get to me?

Accepted Answer

From our US headquarters in Burbank, CA, FedEx Ground takes 1-7 days to arrive to destinations across the United States. Use the map above to get an idea of how long it will take for your package to arrive.

Question 20

When will my pre-order ship?

Accepted Answer

We are working to fulfill pre-orders as fast as possible for the Nucleus Nano and Camera Cage for BMPCC 4K. Your credit card will not be charged until your order is ready.

Once your order is ready for processing, your card will be charged and you will receive an email.

A couple days later, your order will ship and you will be emailed your tracking number. We appreciate your patience and please contact us if you have other questions about your order.

Question 21

What is the warranty for your products?

Accepted Answer

We offer a 1 year warranty for electrical issues and a 2 year warranty for mechanical issues. Our cables have a 30 day warranty.

Read our full warranty &rarr;

Question 22

How long does shipping take?

Accepted Answer

The mail carrier we use from our Burbank store is FedEx. Economy shipping is generally 3-5 business days and Priority is generally 2-3 business days. If your order needs to ship from the Shenzhen headquarters, it ships through DHL, which is generally 3-5 business days after our Chinese team has received and shipped your order.

Question 23

Do you ship products from your Burbank location?

Accepted Answer

Yes we do but only to locations within North and South America. If we do not have stock of the item you’re looking to purchase, we can still process the order and have it shipped from our headquarters in Shenzhen.

Question 24

Do you do in-store purchases at your Burbank location?

Accepted Answer

Yes, we have a fairly small store but we try to constantly keep inventory of our most popular products readily available for purchase.

Question 25

If I want to try a certain product out before buying, can I come in to try it out?

Accepted Answer

Absolutely! This is one of our main reasons for opening our Burbank store. If the product you want to try involves using it along with your current camera or accessories, feel free to bring them in and our friendly staff can help set you up with a demo.

Question 26

What are your Burbank store hours?

Accepted Answer

We are open from 9am-6pm Monday through Friday.

Question 27

Does Tilta have any other physical locations aside from the Shenzhen headquarters and Burbank location?

Accepted Answer

These are the only two brick and mortar locations for the time being but we have authorized dealers all around the world. Visit our dealers page to learn more.

Question 28

Where are your US headquarters located?

Accepted Answer

We are located in Burbank, CA (map). This location has a showroom and is also the central hub for sales and technical service for both North and South America.

Question 29

Are your products manufactured in the US?

Accepted Answer

No, our headquarters are based in Shenzhen, China where everything is designed and manufactured.

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