We aim to process refunds within 7 days of an item being returned to us or was proven to be damaged and agreed from our team to issue the refund. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to 14 working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.
Frequently Asked Questions
- Where is my refund?
- Can I place an order without creating an account?
- Where is my order confirmation?
- Why has my order been canceled?
- How do I cancel my order?
- Can I alter my order?
- When will my order arrive?
- What countries do you ship to?
- How much is shipping?
- Can I track my order?
- Do you sell gift vouchers?
- Can I return my item?
- What if my item arrives damaged or broken?
- How long does it take to process a refund or exchange?
- Can I launch my own merch on the TomoOne shop?
- What kind of products can I launch?
- Who handles shipping and fulfilment?
Payment
- Where is my refund?
Where is my refund?
Ordering and delivery
- Can I place an order without creating an account?
- Where is my order confirmation?
- Why has my order been canceled?
- How do I cancel my order?
- Can I alter my order?
- When will my order arrive?
- What countries do you ship to?
- How much is shipping?
- Can I track my order?
Can I place an order without creating an account?
Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time.
Where is my order confirmation?
Your order confirmation will be sent to your email address once our team confirms an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@tomoone.com. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.
Why has my order been canceled?
We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product or process your refund in full, as quickly as possible.
How do I cancel my order?
There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering while the order has not been confirmed yet, via support@tomoone.com, we may be able to cancel your order before it’s processed.
Can I alter my order?
Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.
When will my order arrive?
Shipping globaly makes different orders processed at different times. Expected delivery time will be stated in checkout depending on products selection and a shipping provider choice. Please get in touch at support@tomoone.com if your order hasn’t been delivered according to the expected timescales, and we will check your order status.
What countries do you ship to?
We ship to most regions worldwide. Please check this detailed breakdown Supported Countries before ordering to make sure we can deliver to your geographical location.
How much is shipping?
Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. Please refer to this delivery cost table provided in checkout to check the postage fees for different destination countries. If your order value is more than $150, we provide free shipping!
Can I track my order?
Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.
Gifts & Vouchers
- Do you sell gift vouchers?
Do you sell gift vouchers?
Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get for that special person in your life. Simply buy a gift voucher instead for the value of your choice!
Returns and Refunds
- Can I return my item?
- What if my item arrives damaged or broken?
- How long does it take to process a refund or exchange?
Can I return my item?
Unfortunately, we do not accept returns, as all our items are made on demand to reduce waste and ensure uniqueness and sustainability.
What if my item arrives damaged or broken?
If your item arrives damaged or broken, please contact us immediately after receiving your order. We will either issue a refund or offer an exchange for the item. You can report a damaged item by contacting our support team at support@tomoone.com. Please include your order number and clear photos of the damage.
How long does it take to process a refund or exchange?
Refunds or exchanges for damaged or broken items are typically processed within 14 business days after we receive your claim and supporting evidence at support@tomoone.com.
Launch your Merchandise
- Can I launch my own merch on the TomoOne shop?
- What kind of products can I launch?
- Who handles shipping and fulfilment?
Can I launch my own merch on the TomoOne shop?
Yes! We welcome collaborations with Web3 projects and creators looking to launch unique, on-demand merchandise in the TomoOne Shop with no upfront costs and almost no effort. We can offer various types of unique on-demand merchandise & toys taylored for your brand specfically. Reach out via patnership@tomoone.com , drop us your ideas, and lets make your community happy and engaged while increasing your brands exposure and profits with no up-front costs!
What kind of products can I launch?
Everything you see here, or anything you have in mind - we can create it for you. Our signature is Toys of course, but you can launch a variety of merch, including apparel (t-shirts, hoodies), accessories (hats, mugs, phone cases), and collectibles that align with your project’s branding. Reach out via patnership@tomoone.com , drop us your ideas, and lets make your community happy and engaged while increasing your brands exposure and profits with no up-front costs.
Who handles shipping and fulfilment?
Our team handles all shipping and fulfillment globally, so you can focus on your project while we manage logistics.