FAQ
TOLS™

FAQ

FAQ's

All items at TOLS are made to order and typically ship within one week. Shipping is calculated at checkout.  If shipping outside of the United States you may be subject to customs charges, duties, or taxes upon receiving your package.

 

DELIVERY

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

  • USA: 3–4 business days
  • Europe: 6–8 business days
  • Australia: 2–14 business days
  • Japan: 4–8 business days
  • International: 10–20 business days

 

CUSTOMS FEES

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

 

ORDER HASN’T ARRIVED YET

Before getting in touch with us, please help us out by doing the following:

  • Check your shipping confirmation email for any mistakes in the delivery address
  • Ask your local post office if they have your package
  • Stop by your neighbors in case the courier left the package with them

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at [email protected] with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

 

TRACKING YOUR ORDER

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at [email protected].

 

WRONG OR DAMAGED PRODUCT

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at [email protected] within a week’s time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

 

RETURN

Returns are accepted within 14 days after receipt on non-sale items. 

The majority of returns are refunded via store credit in the form of a TOLS gift card. To expedite your exchange or refund, use the contact form to let us know that you are returning a package. We do not give refunds or exchanges on sale items. Returns are processed within 5-7 business days after your item(s) are delivered to us. 

Please note: Please ensure to package each order separately. If multiple orders are returned inside a single return package, you return will require additional time to process. You will not receive credit for any non-eligible items returned.

 

I WANT TO EDIT OR CANCEL MY ORDER

We know you want your order fast so as soon as it is placed, we are on it! 

Regrettably, this means that we cannot cancel or make changes to your order including, but not limited to:

  • Canceling your order or specific items
  • Changing your billing or shipping address
  • Changing payment method
  • Changing shipping method
  • Changing color/size of items(s)
  • Addition or removal of item(s)
  • Changing or adding a discount code
  • Addition or removal of a gift card

For whatever reason if you would no longer wish to keep your order, you are able to return your order after it has been delivered.

In case of a return, please click on the button below to review our return policy and make a return.

 

WHERE ORDERS SHIP FROM

We work with an on-demand order fulfillment company with facilities worldwide!

 

HOW PRODUCTS ARE MADE

We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!