Shipping & Delivery
We ship all orders from our warehouses in Southeast Asia and China and deliver worldwide. Orders are processed within 2–3 business days unless marked as preorder. If you place your order on a non-business day, we’ll ship it the next business day. Holiday deliveries may be delayed slightly.
Free standard shipping worldwide. Duties & taxes not included. In most destinations, delivery is available at no extra cost. In rare cases where a destination is unsupported by carriers or classified as a remote/special area (scope may change from time to time), delivery may be unavailable or require a surcharge. If your address falls into one of these cases, we’ll email you after purchase to confirm options (alternate address, surcharge, or cancellation with a full refund).
You’ll receive a shipping confirmation with tracking once your parcel is on its way. Delivery times may vary due to local customs or public holidays and are therefore estimated, not guaranteed.
Pre-orders
We provide an estimated shipping date for preorders; however an exact date cannot be guaranteed. Preorders are charged at checkout. If your order contains both in-stock and preorder items, everything will ship together once all items are available. If you’d like to receive in-stock items first, please place two separate orders.
Order Change / Cancellation
If you need to change or cancel your order, email us at info@tomoyee.com as soon as possible (you can also reply to your order-confirmation email). If the order hasn’t left our warehouse we’ll do our best to accommodate your request.
Lost or Delayed Parcels
Once we hand your parcel over to the carrier, the delivery process is beyond our direct control and you are responsible for tracking the shipment and receiving it. If your tracking shows Delivered but you have not received the package, please contact us within 21 days of the ship date so we can open an insurance claim on your behalf.
Where Does My Package Ship From?
All orders are dispatched from our warehouses in Southeast Asia and China. Once the parcel lands in your country, delivery is completed by your local carrier.
How to Track Orders
You can track your order in the Shop App or via the Track My Order page on our website using the tracking number in your shipping-confirmation email.
Restrictions
We are not responsible for failed delivery attempts caused by customer negligence (including, but not limited to, incorrect shipping address, phone number or recipient name). In such cases we are unable to issue a refund. If you discover an error in your shipping details, please email us at info@tomoyee.com with your order number and the correct information as quickly as possible.
Customs Duties & Import Taxes
All shipments are sent on a DDU/DAP basis (duties & taxes not included). Customs duties and import taxes are assessed by the destination country and are the customer’s responsibility. Your local carrier or customs may contact you to arrange payment before delivery.
From time to time, we may at our discretion prepay part or all of the import VAT/duties as a courtesy. If that happens, you will not be charged on delivery; otherwise, standard DDU/DAP terms apply.
If you refuse delivery due to import fees, you accept liability for any return-shipping costs, customs charges and carrier-handling fees incurred by us.
In compliance with customs regulations, we cannot declare purchases as gifts or undervalue the parcel.
Accidents & Damage in Transit
If any item or package arrives damaged or appears to have been tampered with, please:
- Note the damage on the carrier’s receipt before signing, if possible.
- Email info@tomoyee.com within two business days.
- Keep all packaging materials for inspection.
- Attach clear photos of the damaged items and packaging to your email.
Shipping Times
| Region | Standard |
|---|---|
| United States | 6–10 business days |
| United Kingdom | 4–10 business days |
| Canada | 7-10 business days |
| France | 4–10 business days |
| Italy | 5–10 business days |
| Spain | 5–10 business days |
| Germany | 5–10 business days |
| Australia | 6–10 business days |
| Mexico | 8–12 business days |
| Austria | 5–10 business days |
| European Union (other) | 8–14 business days |
| Asia | 5–8 business days |
| Middle East | 7–20 business days |
| Rest of the World | 9–30 business days |
Delivery times are estimates and not guaranteed.
Shipping Methods
Standard service only. We currently do not offer Expedited/Express shipping.
Thank you for choosing TOMO Yee. We appreciate your patience and understanding as we work to deliver your order safely and promptly.