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FAQ

ORDERING QUESTIONS

When your order has been shipped, we will send you another e-mail with your tracking number and a link to where you can track it online.

Please contact us by phone or email to change or cancel your order. Please note that an order cannot be changed or canceled after it has been shipped.

We accept Visa, Mastercard, American Express.

 

SHIPPING QUESTIONS

 Once we receive your order, we will process and ship the order within 2 business days. We will send you an email letting you know when your order has been shipped. Rush orders received before 3pm (PST) will be shipped the day they are received, otherwise will be shipped the next business day.

Once you have placed an order, you can check on its status at any time. To track your order from this page, go here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.

On most websites, "Order Date" and "Ship Date" are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. When you place an order, you'll see an "Estimated Ship Date" on the order page. If you opted for 2nd Day Shipping, you will receive your package two days after it ships. In some cases this does not necessarily mean two days after you placed the order. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date.

Please note: these shipping rates are only applied for addresses within the Continental United States.

Shipping

UPS Ground

3-7 Business Days

UPS 2 day (Rush)

2-3 Business Days

UPS Next Day (Rush)

1 Business Day

Under $200

Free

$25.00

Please call us to use this option: 858-779-9129

$200 and over

Free

$25.00

Please call us to use this option: 858-779-9129

                                                            

International Shipping:

Unfortunately, we currently do not ship internationally. Please contact us to find Tolani products at a store near you.

For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.

Yes. If you would like us to remove the invoice from the package, please send us an e-mail immediately after your order is placed

 

RETURN AND EXCHANGE QUESTIONS

We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange. Tolani will issue a refund within 30 days of purchase in the form and amount tendered for the original transaction. 
We offer pre-paid return shipping labels on all full priced items sold on www.tolanicollection.com


All returns or exchanges must be unwashed, unworn, unused and in their original condition with receipt and tags attached.

All sale merchandise is final sale and cannot be returned or exchanged.

Merchandise received after 30 days will only be accepted at our discretion for an online store credit.

Please note: we do not accept returns on products that were not purchased via this website.

Returns & exchanges will only be accepted with a completed return form, which is included in your package. Returns not including the completed return form will not be processed and will be sent back.

We want you to be happy with your purchase. If you do not like your product(s), please email us with a brief description of what item(s) you are returning and if you would like to exchange for another product or would like a refund to your credit card. We will respond within 2 business days with a pre-paid return shipping label.  This label will need to be taped on outside of the return box.

Once you receive your return label, you will need to fill out the return/exchange form that was included in the box we shipped you. This form must be included with your return in order to process your return or exchange.

Then, pack your return/exchange items and the form in a box (we encourage you to use the original box  we sent you) and seal the box securely.  Make sure to place your return shipping label on the outside of your box. Lastly, take the box to your nearest fedex store (you will not be charged at the store; you are just dropping the box off so they can send it back to us).

Once your package has been received, your refund or exchange will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment. The credit may not show up until your credit card's next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. When processing your exchange we automatically credit you in the original form of payment and reauthorize a new payment for your exchange. If you have used a banking or debit card your financial institutions policies may result in a non-sufficient funds charge if you are executing a return/exchange.


MISCELLANEOUS QUESTIONS

It's possible that the color/size combination you want is not in stock. For example, we may have your size in stock but not the color. Or we may have the color, but not your size. You can email our customer service department if what you're looking for is out of stock, they may be able to help you in terms of when the product will be available.

Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

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