At Tomtoc, we stand behind the premium quality of our protective cases, sleeves, and travel essentials. While we design our products to exceed your expectations, we understand that sometimes a return or exchange may be necessary. This policy outlines our straightforward process to ensure your complete satisfaction.

Our Return & Exchange Commitment

We offer a 15-day return window from the date you receive your Tomtoc product. All items must be:

  • In original, unused condition with all tags attached
  • In the original packaging with all included accessories
  • Accompanied by proof of purchase (order number or receipt)
Note: For hygiene reasons, we cannot accept returns on Game Equipment Protection items that have been used or removed from their original packaging.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

Step 1: Contact Our Support Team

Email our customer service at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Tomtoc Customer Service, I would like to request a [return/exchange] for my recent purchase (Order #: [Your Order Number]). Product Name: [Product Name] Reason for Return/Exchange: [Please specify] Please provide instructions for completing this process. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Wait for Authorization

Our team will respond within 1-2 business days with:

  • Return authorization number
  • Shipping instructions
  • Return address (4031 Fittro Street, Pine Bluff, US 71601)

Step 3: Ship Your Return

Package the item securely and include:

  • Completed return form (will be provided)
  • Original packing slip or order confirmation

Note: Customers are responsible for return shipping costs unless the return is due to our error.

Step 4: Processing Your Return

Once we receive and inspect your return:

  • Refunds will be processed within 3-5 business days
  • Exchanges will be shipped within 1-2 business days after approval

Refund Information

Your refund will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days depending on your bank
  • PayPal: 3-5 business days

Original shipping fees are non-refundable unless the return is due to our error.

Exchanges

For exchanges:

  • We’ll ship your replacement item once the original is received
  • Price differences will be charged/refunded as needed
  • Standard shipping rates apply for exchanges unless the exchange is due to our error

Damaged or Defective Items

If you receive a damaged or defective product:

  1. Contact us within 48 hours of delivery
  2. Include photos of the damage/defect
  3. We’ll arrange for a prepaid return label if needed

International Returns

For customers outside the US:

  • Return shipping costs are the customer’s responsibility
  • Customs fees are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional charges

We’re committed to making your Tomtoc experience as seamless as our laptop sleeves protect your devices. If you have any questions about our returns policy, don’t hesitate to contact our customer service team at [email protected].