Frequently Asked Questions
Ordering
1. How do I place an order on Tofomes’s website?
To place an order on our website, follow these simple steps:
- Add the item(s) you want to your cart.
- Proceed to checkout and provide your shipping and billing information, as well as your payment method.
- Complete the checkout process.
- You will receive an order confirmation email once your order is placed.
2. Can I modify or cancel my order after it has been placed?
Unfortunately, we are unable to modify or cancel orders once they have been placed. However, you may be able to return the item(s) for a refund or exchange within our return policy timeframe.
3. Do you offer gift wrapping or gift messages?
Currently, we do not offer gift-wrapping services. However, you can include a personalized message at checkout.
Shipping
1. What are your shipping options and rates?
We offer a shipping fee within the United States $7.00, and for international orders, we have a flat rate of $12.00. USA orders typically arrive within 5-8 business days, while international orders may take 10-17 business days to arrive.
2. Do you offer expedited shipping?
At this time, we do not offer expedited shipping options.
3. Do you ship internationally?
Yes, we ship worldwide.
Return & Refund
1. What is your return policy?
We have a 21-day return policy for items that are in new and unused condition, including all original packaging and tags. To initiate a return, please contact us and provide your order number along with the reason for the return.
2. Can I return or exchange sale or clearance items?
Unfortunately, all sale and clearance items are considered final sales and are not eligible for return or exchange. We recommend reviewing the product details and specifications before making a purchase.
3. How long does it take to process a refund?
Once we receive and inspect the returned item(s), we will process the refund within 4-6 business days. It’s important to note that the refund will be issued back to your original form of payment. Please allow additional time for the refund to reflect in your account, as processing times may vary depending on your financial institution.
4. What if I receive a damaged or defective item?
If you receive a damaged or defective item, please contact us immediately with your order number and a clear description or photo of the issue. We will assist you in resolving the matter promptly, whether through a replacement, repair, or refund.
5. Do I need to pay for return shipping?
If the return is due to our error or a defective/damaged item, we will provide a prepaid shipping label for the return. However, if the return is for any other reason, such as a change of mind or incorrect sizing/color, the customer will be responsible for the return shipping costs.
6. Can I exchange an item for a different size or color?
We currently do not offer direct exchanges. If you wish to exchange an item for a different size or color, we recommend initiating a return and placing a new order for the desired item.
Cancellation
1. Can I cancel my order?
We apologize, but we are unable to cancel orders once they have been placed. However, you may be able to return the item(s) for a refund or exchange within our return policy timeframe.
2. What if my order is canceled by Tofomes?
In the unlikely event that we need to cancel your order, we will notify you by email and issue a full refund to your original form of payment.
Payment
1. What payment methods do you accept?
We accept Visa, MasterCard, American Express, JCB, Diner Club, Discover Card credit cards.
2. Can I use multiple payment methods to complete my order?
Currently, we do not offer the ability to split payments between multiple payment methods.
3. Do you offer discounts or coupon codes?
Occasionally, we may offer discounts or coupon codes to our customers. To stay up to date on any promotions or sales, be sure to sign up for our email newsletter.
4. When will I be charged for my order?
Your payment method will be charged at the time of checkout.
5. Is my payment information secure?
Yes, we prioritize the security of your payment information. We use industry-standard SSL encryption to protect your data and ensure secure transmission.
6. Why was my payment declined?
Payment declined can occur due to various reasons, such as insufficient funds, incorrect billing information, or issues with your payment method. For further assistance, please contact your bank or payment provider.
If you have any other questions or concerns about ordering, shipping, returns and refunds, cancellations, or payment, please don’t hesitate to contact us at care@tofomes.com.