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Shipping Area
At present, tomtoc official store (www.tomtoc.com) only supports shipment to the United States. Logistics channels to other countries are not yet available.
Please note: Due to logistical limitations, we are unable to ship to the following states and territories: Alaska, Micronesia, Guam, Hawaii, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, and U.S. Virgin Islands.
We have customers all over the world and are actively working to open logistics channels in more countries. We are committed to making our products accessible to more regions—stay tuned!
For customers outside the U.S., please visit our Where to Buy page to find official retailers of tomtoc products.
Please note that shipping, return, and exchange policies may vary depending on the retailer and region. We strongly advise reviewing the specific policies of the purchasing retailer to understand their terms and conditions before placing an order.
Processing & Shipping Time
All non-custom items are typically processed within 24–48 hours on weekdays and shipped within 1–3 business days after payment confirmation.
Our warehouse operates Monday through Friday during standard business hours, excluding national holidays. We take all necessary steps to minimize any shipping delays during holiday closures.
How long does delivery take?
For most non-custom products, the estimated delivery time is 3–7 business days. Please note that unforeseen factors such as severe weather or courier disruptions may result in delays. We sincerely appreciate your patience and understanding. If you have any concerns, feel free to contact our customer service team at any time.
Custom Products
Custom orders typically require approximately four weeks for processing and shipping. Tracking information will be provided when the package ships from our U.S. warehouse in the final week.
Pre-Order Products
The shipping time for pre-order items will be based on the estimated arrival date provided on the product page. If your order includes a pre-order item, all items will be shipped together once the pre-order item becomes available.
Inventory Availability
While we strive to maintain accurate inventory levels on our website, discrepancies may occasionally occur. If any item in your order is out of stock, we will contact you to confirm whether you'd prefer to wait for restock and ship all items together, or receive the available items first in a split shipment.
Order Tracking
Once your order has been placed, you will receive a confirmation email with order details. You can track your order via the link in that email.
Alternatively, you can enter your order number and email address on our Order Tracking Page to check your shipping progress, or log into your account and click "Track My Order" button.
FAQ
How will my delivery be shipped?
We currently use USPS, FedEx, UPS, and Amazon Logistics for order deliveries. Most packages are shipped via USPS. However, based on factors such as package weight, warehouse inventory, or delivery location, other carriers may be selected. At this time, we are unable to accommodate specific courier requests unless you have a special delivery issue, such as certain couriers being unable to deliver to your address.
If such circumstances apply, please leave a note at checkout or contact us within 24 hours of placing your order.
Once your package is in transit, no changes can be made.
Can I expedite my shipping?
Yes, we offer expedited shipping services. The additional fee typically ranges from $5 to $15 depending on the package weight and product type.
If you require expedited shipping, please contact us via our Contact Us page or online chat. If you agree, we will calculate the additional cost based on your order and send you a payment request before proceeding.
I ordered more than one item. Will they be delivered together?
We make every effort to ship your order in a single delivery. However, due to inventory distribution, some items may ship separately.
You will receive separate shipping confirmation emails for each package dispatched.
What if the delivery time exceeds the estimate?
If your package has not arrived within the estimated delivery timeframe, please contact us. We will initiate an investigation with the shipping carrier.
Can I change the delivery address after my order has shipped?
Unfortunately, we are unable to modify the shipping address after the order has been dispatched.
If your order is already in transit and you wish to change the address, we recommend completing the return process once the package is delivered and placing a new order.
To modify your order, please contact us within 24 hours of placing your order via Online Chat or our Contact Us page.
After 24 hours, your order may already be shipped and no longer eligible for changes.
Can I cancel my order after it has shipped?
Unfortunately, we cannot cancel an order once it has been dispatched.
If your order has already shipped, please wait for delivery and then initiate a return.
To cancel your order before it ships, please contact us within 24 hours of placing your order via Online Chat or our Contact Us page.
After 24 hours, your order may already be shipped and no longer eligible for cancellation.
What if I received the wrong item?
If you received an incorrect product, please contact us via our Contact Us page or online chat. We’ll resolve the issue as quickly as possible.
What if my package is damaged during shipping?
If the parcel is visibly damaged upon delivery, please refuse the package and notify our customer service immediately.
If the package was delivered in your absence, please contact us via our Contact Us page or online chat. We will process a refund or replacement as soon as the carrier's investigation is complete.
What if my package is lost during shipping?
If your parcel is lost in transit, please contact us. We will coordinate with the shipping carrier and arrange a refund or replacement once the parcel is officially confirmed as lost.
Can I add a gift message or gift wrapping to my order?
Unfortunately, we do not offer gift wrapping or personalized gift messages for online orders.
However, all packages include only a packing slip without pricing, making them suitable for gifting.
Can you ship to military addresses?
Yes, we can ship to military addresses using USPS.
Please note that shipping to military addresses may take longer than standard delivery times. Your patience is appreciated.
What if an item is missing from my order?
If something is missing from your order, please contact us via online chat or Contact Us page. Please provide your order number along with details of the missing item, and we will resolve the issue as soon as possible.
Returns
If you purchased or received a non-custom item directly from www.tomtoc.com, it is eligible for return within 30 days of purchase. Please ensure that the item is unused, in sellable condition, and includes all original packaging. For more details, please refer to our Return Policy.
