Shipping & Returns
Effective Date: January 1, 2024
At Toolila®, we are committed to providing a smooth and reliable shopping experience. Please read the details below regarding our shipping and returns policies to ensure you have all the information you need when purchasing from us.
Shipping Policy
1. Order Processing Time
Orders are typically processed within 2-7 business days. Orders placed on weekends or holidays will be processed the next business day. You will receive a confirmation email with tracking information once your order has been shipped.
2. Shipping Rates & Delivery Times
Shipping costs are calculated at checkout based on your location and the shipping method selected.
Estimated delivery times:
- Standard Shipping: 5-7 business days
- Expedited Shipping: 2-3 business days
- International Shipping: 7-21 business days depending on the destination country
Please note that delivery times are estimates and may vary due to factors beyond our control such as customs delays or carrier issues.
3. International Shipping
We ship to many countries worldwide. International shipping costs and delivery times vary depending on the destination. Customers are responsible for customs fees, duties, or taxes that may apply upon delivery.
4. Address Changes & Undeliverable Packages
Please ensure that your shipping address is accurate and complete. Toolila is not responsible for packages lost or delayed due to incorrect or incomplete addresses. If your package is returned to us as undeliverable, we will contact you to arrange reshipment. Additional shipping fees may apply.
Returns Policy
1. Return Eligibility
Items must be returned within 30 days of the purchase date. Products must be in original, unused condition and packaging with all tags and labels intact. Puzzles must be unopened and in their original shrink wrap. Customized or personalized items are non-returnable unless defective or damaged upon arrival.
2. Initiating a Return
Contact us: Email our Customer Service team at support@toolila.com to initiate a return. Please provide your order number and the reason for the return.
Return Authorization: Once your return request is approved, we will provide you with a Return Authorization Number (RA#) and detailed instructions for returning your item.
Shipping Your Return: Pack the item securely in its original packaging, include the RA#, and a copy of your receipt or proof of purchase, and ship it to the address provided in the return instructions.
3. Return Shipping Costs
Customers are responsible for the shipping costs of returning an item unless the return is due to an error on our part (e.g., wrong item shipped, defective product). We recommend using a trackable shipping service or purchasing shipping insurance for items over $25, as we cannot guarantee that we will receive your returned item.
4. Refunds
Once your return is received and inspected, we will notify you via email. If your return is approved, we will refund your original payment method within ten business days. Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.
5. Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please follow the return process and place a new order for the desired item.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at support@toolila.com with your order number and photos of the damage. We will work with you to resolve the issue promptly, either by sending a replacement or issuing a refund.
International Returns
International returns follow the same policy as domestic returns. However, customers are responsible for any return shipping costs, customs fees, or duties associated with the return. Please note that it may take longer for international returns to be processed due to customs clearance and shipping times.
Contact Us
For any questions or concerns regarding our Shipping & Returns Policy, please get in touch with us:
Email: support@toolila.com