Returns & Exchanges
Thanks for shopping with tomtoc. We appreciate the fact that you like to buy the gears we designed to protect your digital devices. We also want to make sure you have a rewarding experience while you’re using our products. If you are not 100% in love with it? Start the return process.
WHAT QUALIFIES FOR A RETURN AT tomtoc.com
READY MADE ITEMS
If you purchased or received a non-custom item directly from tomtoc.com, it is eligible for return within 30 days of purchase. We will issue a refund to the original form of payment. Alternatively, should your prefer a store credit please contact us directly so we may set that up for your return.
Returns must include all accessories;
Items must include original packaging;
For non-quality related warranty claims, buyer is responsible for shipping costs;
For non-quality related warranty claims, tomtoc refunds the cost of the product itself;
Returns may be rejected if items do not meet the above requirements.
Refund requests for the 30-day money back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items that have expired this 30-day window. For purchases not made directly through tomtoc online stores, please contact retailers for refunds. For quality-related issues, please see below.
THE TOMTOC.COM RETURN PROCESS
Step 1: Log in 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: On the next page, choose the eligible items you would like to return. From the pull-down menu for each item to be returned, choose the closest reason for the return. Submit your return.
Step 3: After your return and refund application has been approved, a return summary email will be sent to the email address we have on file. This will contain all the information you need, along with the additional steps listed below.
Step 4: Print out the Return Summary Email and include it with the item(s) you will return.
Send your item(s) to return to the following address:
tomtoc
c/o Returns
5595 Daniels Street,
Unit A, Chino, CA 91710
Step 5: Submit a tracking number on the next page.
Step 6: Once received, returns take about 7-10 business days to process. A confirmation email will be sent to the email address on file once the return process is completed.
How long does it take to get a refund?
Refunds will be issued once the item arrives at our warehouse. The refund will be credited back using the same method as when your initial order was made. Processing time typically takes 3-5 working days.
Warranty Claims for Quality-Related Issues
For quality-related warranty claims, items will be replaced with a factory refurbished model of equal value when available, otherwise a new item will be sent. In situations where a replacement is not an available or preferred option, tomtoc will offer a partial refund according to the usage time of the device.
Warranties on all replacements follow the same warranty timeframe of the original defective item, or 3 months after being replaced, whichever is longer. Warranties on products are void after having been fully refunded.
Process:
Buyer must provide sufficient proof of purchase;
tomtoc must document what happens when buyers troubleshoot the product;
The defective item’s serial number and/or visible proof depicting the defect are required;
It may be necessary to return an item for quality inspection;
For defective items that tomtoc needs to have returned, warranties on those replacements are voided if the wrong item is returned to tomtoc or if the defective item is not returned.
Warranty claims for product defects expire 90 days after opening a warranty claim. It is not possible to process a warranty claim for items that have expired their original warranty timeframe or 90-day warranty claim request period, whichever is longer.
Shipping costs must be covered by buyer in the following situations:
Returning products for any reason other than a proven defect
Warranty claims on items taken outside the original country of purchase
Buyer’s accidental returns
Returning personal items
Returning items claimed to have defects but found by tomtoc quality control to be in working condition
Returning defective items in international shipping
Costs associated with unauthorized returns (any returns made outside of the approved warranty process)
Not Covered Under Warranty:
Products without sufficient proof of purchase
Lost or stolen products
Items that have expired their warranty period
Non quality-related issues (after 30 days of purchase)
Free products
Repairs through 3rd parties
Damage from outside sources
Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly)
Purchases from unauthorized resellers
tomtoc is not liable for:
Returning personal items sent to tomtoc.
When returning items with a prepaid shipping label provided by tomtoc, tomtoc takes responsibility for any damage or loss incurred in transit. When returning items for non-quality issues, buyer assumes responsibility for any damage or loss incurred in transit. Anker does not provide refunds for items damaged in transit for non-quality related warranty claims.
How to cancel the order？
Please kindly contact with us in 24 hours after you placed the order by email support@tomtoc.com. Cancellations do not support orders that have already been shipped.
CUSTOM ITEMS
If you ordered a custom-made product from tomtoc.com, we're sorry but we can't accept your bag for return. That means it was you, or someone who loves you, who decided that purple, yellow and brown would look good next to each other. Unfortunately, although we think your bag is beautiful, we can't take it back. All sales are final on custom-made bags. No returns or exchanges.
HOW DO I EXCHANGE AN ITEM
We are unable to offer an exchange service at this time. You can apply for a refund according to the above content. If you received the item as a gift, and would like store credit instead of a refund to the original form of payment, please Contact Us with the order details and we'll work to help make it happen.
RETURNS FOR OTHER RETAILERS
If you purchased your product from a retail store or a website other than www.tomtoc.com, please work directly with the original place of purchase for return options. We occasionally work with other retailers to ship out items they may not have in stock. If you received an order from tomtoc with an order number like this: TMCAB12345678909, please contact the company you purchased the tomtoc product from to process your return.
MISSING YOUR ORDER NUMBER?
If you don't know your tomtoc.com order number, please Contact Us and give us your first name, last name, email address, shipping address and order date. Should you have been lucky enough to have received the item as a gift, please tell us the purchaser's first and last name. We'll do our best to find your order number and email it back to you.
Also, for gift receivers who are returning an item and would like store credit, please Contact Us
If your bag arrived defective, but purchased from another retailer, please reach out to the retailer who sold the bag for replacement options.
REPAIRS AND WARRANTY
tomtoc offers warranty and paid repair options for most concerns that may come up with your bag. Click Here for more details.
SUBMIT A RETURN
Please head to tomtoc Return Centre and start your return and exchange application.
