FAQS

Frequently Asked Questions (FAQ)

1. How long do I have to return or exchange my product?
   You have 30 days from the date you received your product to request a return or replacement.

2. What condition does the product need to be in for a return?
   To qualify for a return, the product must:

   • Be unused and in the same condition as received.
   • Be in its original packaging.

3. How can I initiate a return or replacement?
   To start a return or replacement, please:

   • Contact us at support@tominstore.com with your order number and reason for the return.
   • If the item is damaged or defective, provide clear photos of the product.

4. What are the options if my product is damaged or defective?
   If your product is damaged, defective, or incorrect, you have the following options:

   • Replacement: We will send you a replacement at no additional cost.
   • Gift Card: You can receive a gift card of equal value to use on future purchases.
   • Return: You can return the product at your own expense for shipping.

5. Who pays for the return shipping?
   For regular returns, customers are responsible for the shipping costs. However, if the product is damaged or defective, we will cover the shipping for replacements.

6. How long does it take for a return or replacement to be processed?
   Once we receive your returned product, we will process the return or replacement within 5-7 business days.

7. Can I change my order before it ships?
   Once an order has been placed, we are unable to make changes. Please contact us immediately if there’s an issue, and we will try to assist you.

8. How will I know if my order has been shipped?
   Once your order is shipped, you will receive a tracking number via email to track your shipment.

9. Do you ship internationally?
   Yes, we offer international shipping. Shipping fees are calculated at checkout based on your location.

10. What if I received the wrong product?
    If you received the wrong product, please contact us immediately at support@tominstore.com, and we will arrange for the correct product to be sent to you.

11. Can I return a product I purchased on sale?
    Yes, as long as the product meets the return conditions (unused, in original packaging, and within 30 days), you can return it, including sale items.

12. I received a gift card, how can I use it?
    You can use the gift card by entering the code during checkout. The gift card will cover the value of the product.

13. How do I track my order?
    Once your order ships, you will receive a tracking number via email. You can track your order on the carrier's website.

14. Can I cancel my order after I’ve placed it?
    Orders are processed quickly, so we cannot guarantee cancellations once the order has been placed. Please contact us as soon as possible if you need to cancel, and we will try to assist you.

15. Will I get a refund for my return?
    If you return the product, you can choose a replacement, a gift card, or a refund (where applicable). Please note that shipping fees for returns are non-refundable.

16. How are customs duties and taxes handled for international orders?
    Customers are responsible for any customs duties, taxes, or import fees for international shipments. These are not included in the shipping cost.

17. Do you offer gift wrapping?
    Currently, we do not offer gift wrapping. However, we do provide a variety of gift options and cards for your convenience.

18. How can I contact customer support?
    You can reach us by email at support@tominstore.com for any questions or assistance.

19. How long does it take for my order to arrive?
    The delivery time depends on the shipping method selected:

    • Standard shipping: 3-7 business days.
    • Express shipping: 1-3 business days.

20. What should I do if my package is delayed?
    If your package is delayed, please contact us with your order number. We will investigate the issue and assist in resolving it.