Thank you for choosing to shop with tomtoc. We are grateful that you trust our designed gears to safeguard your digital devices. Our top priority is ensuring that your experience using our products is enjoyable and fulfilling. If, however, you are not completely satisfied with your purchase, please initiate the return process.
WHAT QUALIFIES FOR A RETURN
What you purchased or received should be a non-customized product directly from tomtoc.com.
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If you return them within 30 days of purchase, non-customized products in their original condition with all original tags can be returned for a full refund. Plus, orders that meet the above conditions placed from November 1 to December 31, 2024, come with an extended return window until January 31, 2025, giving you extra time to make returns during the holiday season. Enjoy a stress-free holiday shopping experience!
- If you have purchased the product for more than 30 days but it is still within the warranty period(view our warranty policy), we will provide you with free replacement or repair services based on your situation, and we will bear the transportation costs.
Alternatively, if you encounter other issues, please continue reading the following FAQ and try Contact Us, Our support team will provide you with assistance.
SUBMIT A RETURN
Please head to the tomtoc Return Centre and start your return application, then please follow the remaining return process.
THE TOMTOC.COM RETURN PROCESS
Step 1: Log in to your account at www.tomtoc.com, find the www.tomtoc.com Sales Order Number in your account (eg.TMCAB12345678909). Browse to our return form and select "I would like to return an item," then click the "Start my return" button.
Step 2: Please select the items you wish to return on the following page. For each item, choose the most appropriate reason for returning from the drop-down menu provided. Once you have made your selections, submit your return request.
Step 3: Once your return and refund request is approved, we will send you a return summary email to the email address on file. This email will include all necessary information as well as the following additional steps.
Step 4: Please print the Return Summary Email and enclose it with the item(s) you are returning.
Step 5: Enter the tracking number on the following page.
Step 6: After receiving it, returns will take approximately 7-10 business days to process.
FAQs
Q: What if something is missing from my order?A: If there's something missing from your order, please contact us indicating your order number and the item that was missing. We will work to resolve the issue as soon as possible.
Q: How can I cancel my order?A: Please cancel your order within 24 hours by writing an email to support@tomtoc.com, as orders will be automatically shipped after this time period.
Q: What is the return policy for custom-made items?A: We regret that we can't accept returns for custom-made products. All sales of custom-made bags are final, and no returns or exchanges are allowed.
Q: How can I exchange an item?A: We currently do not offer an exchange service. You can return the original item for a refund and place a new order. If you received the item as a gift and would prefer store credit instead of a refund, please contact us with the order details.
Q: What if I purchased a tomtoc product from another retailer?
A: If you bought your tomtoc product from a retail store or another website, please work directly with the original place of purchase for return options. If you received an order from tomtoc with a specific order number format (TMCAB12345678909), please contact the company you purchased the tomtoc product from to process your return.
Q: What should I do if I can't find my order number on tomtoc.com?
A: If you can't locate your order number on tomtoc.com, please get in touch with us by using the Contact Us option. Provide us with your first name, last name, email address, shipping address, and order date so that we can assist you better. If the item was gifted to you, please share the purchaser's first and last name as well. We will do our best to retrieve your order number and send it to you via email.
Q: What are the warranty and repair options provided by tomtoc?
A: tomtoc offers warranty and paid repair options for most issues that may arise with your bag. For more details, please visit the warranty and repair section on our website.
