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, undamaged and non-customized products in their original condition with all original tags can be returned for a full refund.
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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 tailored solution based on your situation, and we will bear the transportation costs.
Product Condition Requirements
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Products with visible wear, damage, or signs of use, as well as free gifts, are not eligible for return.
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Returns must include all original accessories.
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For orders placed under a "Buy One, Get One" promotion, both items must be returned. If only one item is returned, the refund will equal the amount paid minus the MSRP of the free item.
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For "Gift with purchase" or "Bundle Product Better Price" promotions, both the main item and the free or discounted item must be returned together. If only the main item is returned, the MSRP of the free or discounted item will be deducted from the refund.
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All returned items must be in their original packaging.
Notes：
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Corporate purchases or bulk orders (over 10 units of the same product) may not be eligible for a refund.
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For pre-order items, the 30-day return period begins on the shipping date, not the order date.
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For products purchased through third-party platforms such as Amazon, Bestbuy, or through tomtoc-authorized distributors and retailers, please refer to their respective return policies.
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Customers are encouraged to contact our Customer Support before initiating a return to confirm whether a return is the best option for their solution.
Alternatively, if you encounter other issues, please continue reading the following FAQ and try Contact Us, our support team will provide you with assistance.
RETURN PROCESS
1. Log in to your account
Click the My Account icon in the navigation bar to log in. in the navigation bar to log in. Enter your email and verify using the 6-digit code sent to your inbox.
2. Submit your return
After logging in, find the order you'd like to return and click Request return.
Choose a return reason and add a note if needed.
If your order includes multiple items, please select all the item(s) you want to return.
3. Return & refund
Once approved, you’ll receive an email with return instructions and a prepaid label (if applicable).
A refund will be issued after we receive and inspect your return.
How long does it take to receive a refund?
Refunds are issued once the returned item arrives at our warehouse and passes inspection.
The refund will be credited to the original payment method used at checkout. Processing typically takes 3 to 5 business days.
FAQs
Q: Who covers the return shipping cost?
A: To make your shopping experience as smooth and worry-free as possible, tomtoc currently covers the cost of return shipping. If a return shipment is lost or damaged in transit, we will take full responsibility for the loss.
In rare cases of malicious or abnormal returns, we may reach out to discuss how to best handle shipping costs fairly.
Q: How can I cancel my order?
A: To cancel your order, please contact us within 24 hours via:
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Online chat (on our website)
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Email: support@tomtoc.com
Your order is scheduled to be picked up and shipped by the carrier within 24 hours. We apologize that cancellations are not possible once the order has been shipped.
Q: What if something is missing from my order?
A: If there's something missing from your order, please contact us via online chat or email indicating your order number and the item that was missing. We will work to resolve the issue as soon as possible.
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, as return policies may vary by retailer.
Q: What should I do if I can't find my order number on tomtoc.com?
A: To locate your order number:
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Log in to your tomtoc account and go to “My Orders.”
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Or, check your order confirmation email.
If you’re still unable to find it, please contact us through the Contact Us page. Be sure to include the following information so we can assist you more efficiently:
- Your full name
- Email address
- Shipping address
- Order date
If the item was a gift, please also provide the purchaser’s full name. We’ll do our best to retrieve your order number and send it to you via email.
Q: What is covered under tomtoc’s warranty policy?
A: We offer warranty options for most issues that may arise with your bag. For more warranty details, please visit our warranty policy. You can claim two (2) year warranty by registering your tomtoc product through www.tomtoc.com with the product serial number.
If you have any other questions not covered here, feel free to contact us through the Contact Us or the online chat. Our support team will assist you as soon as possible.
