Shipping policy
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Shipping & Delivery
We ship all orders from our warehouse 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 by a day or two.
You’ll receive a shipping confirmation email with tracking once your parcel is on its way. Please note, delivery times may vary slightly 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 the time of purchase. 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 directly 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 warehouse 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 provided 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
All shipments are Delivery Duty Unpaid (DDU). Customs duties and import taxes are assessed by the destination country and are the customer’s responsibility. This is especially important if you choose Express shipping. If you refuse delivery due to import fees, you accept full liability for return‑shipping costs, customs charges and carrier‑handling fees.
Please note that, according to customs regulations, we cannot declare purchased items as gifts or undervalue the declared amount.
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 | Expedited |
|---|---|---|
| United States | 6–9 business days | 5–7 business days |
| United Kingdom | 4–5 business days | 3–4 business days |
| Canada | 10–13 business days | 8–10 business days |
| France | 4–5 business days | 3–4 business days |
| Italy | 5–8 business days | 5–7 business days |
| Spain | 5–8 business days | 5–7 business days |
| Germany | 5–8 business days | 5–7 business days |
| Australia | 6–10 business days | 4–7 business days |
| Mexico | 8–12 business days | Not available |
| Austria | 5–7 business days | Not available |
| European Union (other) | 8–12 business days | Not available |
| Asia | 5–8 business days | Not available |
| Middle East | 7–12 business days | Not available |
| Rest of the World | 9–15 business days | Not available |
Delivery times are estimates and not guaranteed.
Shipping Rates
We offer free standard shipping on all orders over $119 USD.
| Region | Standard | Expedited |
|---|---|---|
| United States | $5.99 | $10.99 |
| United Kingdom | £5.99 | $10.99 |
| Canada | $6.99 | $10.99 |
| France | $5.99 | $10.99 |
| Italy | $5.99 | $10.99 |
| Spain | $5.99 | $10.99 |
| Germany | $5.99 | $10.99 |
| Australia | $5.99 | $10.99 |
| European Union (other) | $5.99 | Not available |
| Asia | $5.99 | Not available |
| Middle East | $5.99 | Not available |
| Rest of World | $9.99 | Not available |
Thank you for choosing TOMO yee. We appreciate your patience and understanding as we work to deliver your order safely and promptly.