FREE STANDARD SHIPPING FOR ALL ORDERS OVER $200     help.us@tous.com Can we help you?   877-463-8140

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SHOPPING WITH US

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SHOPPING WITH US

Having any questions or concerns regarding your purchase? This page will help you find the answers to your questions related to shopping with us.

If you did not find an answer, please contact our Customer Service Team, who will be happy to help you. Please contact our Customer Service on 877-463-8140 or use our Contact page to send us your enquiry.

 

DELIVERY

Where is my order?

Once your order has shipped you can track the progress of the delivery by either:

  • Clicking on the tracking link within your shipping confirmation email
  • Login in to My Account to track the progress of your order
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How does your delivery service work?

Our courier will deliver your items Monday through Friday to the delivery address you submitted when you placed the order.

Our courier will make at least two redelivery attempts. At each attempt our courier will leave you a card which provides you with details for redelivery and also collection, if possible. The courier will typically keep a parcel for up to 7 days before returning it to sender as undelivered. Note that our courier also may deliver to your neighbours, where appropriate.

We always aim to deliver within the timeframes listed below:

MethodDelivery leadtime 
Standard Delivery 2-6 Business days
Express Delivery 2 Business days
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Shipping methods

We offer the following shipping methods:

  • Standard Ground, (2-5 business days)

    You can expect your order to arrive within 2-6 full business days. Business days are Monday-Friday, excluding federal holidays within the United States.

  • Second Day, (2 business days)

    You can expect your order to arrive within 2 full business days. Business days are Monday-Friday, excluding federal holidays within the United States.

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Where do you ship to?

We currently ship to the 48 Contiguous United States.

We do not ship to Alaska or Hawaii, APO/FPO Addresses, P.O Box addresses, U.S Virgin Islands and Puerto Rico.

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Do you deliver to P.O. boxes or BFPO?

Unfortunately, for security reasons we cannot ship to neither P.O. boxes nor BFPO.

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Do I have to pay customs and import charges?

No - all customs and import charges are included in the price of the order. However, if taxes and duties have been levied on top of your order, please get in contact with Customer Service for assistance (877-463-8140).

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Has my order been shipped?

As soon as your order has been sent out, we will send an email to let you know.

If you do not receive your order within the specified delivery time, please contact Customer Service, and we will look into it.

If you created an account before you submitted your order, you can track your orders by visiting "My Account" and clicking "Order history". There you can review your past orders and the status of your current order.

If you did not create an account, or if you signed up after placing your order, you will not be able to see the order status. If your order has not been delivered within the given timeframe, please contact our Customer Service Team who will track it down for you.

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I have received a defective item

We do not want our customers to receive items that are anything less than top quality, so if you believe anything in your order is defect, please get in touch with our Customer Service team straight away. We aim to help you as fast as possible.

Please contact us as soon as you discover any fault, so we can help you.

Please contact Customer Service straight away, and let us know the following details:

  • Your Order Number
  • Product Code/Product Name
  • Details of the defect
  • If you want a refund or replacement
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I have received an incorrect item in my order

If you have received an incorrect item, we sincerely apologize.

Please contact Customer Service straight away, and let us know the following details:

  • Your Order Number
  • Product Code/Product Name
  • If you want a refund or replacement
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An item is missing from my order

If the delivery note says an item should be in your parcel but it is not, please get in touch with Customer Service. Let us know the order number and the product code or product name of the item you wanted, and we will look into it.

We will usually be able to send you the item we missed, but on the rare occasion that is not possible, we will quickly refund the money you paid for it.

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Do you deliver to work addresses?

We certainly do. Parcels will be delivered Monday through Friday.

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