You may cancel your order before it has been shipped for a full refund. Once your order has entered the shipping process, it cannot be canceled. To cancel an order, please contact our customer service team as soon as possible. We process cancellations within 24 hours of receiving your request.
If your order has already been prepared for shipment but has not yet left our facility, we will attempt to intercept the shipment. Successful cancellations will result in a full refund to your original payment method within 5-7 business days.
We accept returns within 30 days of the original purchase date. To be eligible for a return, your item must be unused, in the same condition as you received it, and in its original packaging. You must also provide the original receipt or proof of purchase.
To initiate a return, please contact our customer service team to obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA number will not be accepted. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
Some items are non-returnable, including perishable goods, custom products, and personal care items. Please check the product description before purchasing if you are unsure about an item's return eligibility.
Once your return is received and inspected, we will process your refund. The time frame for receiving your refund depends on your payment method and financial institution. Typically, refunds are processed within:
Please note that shipping costs are non-refundable unless the return is due to our error (e.g., wrong item shipped or defective product). If you received a free shipping promotion, the standard shipping fee will be deducted from your refund.
If you haven't received your refund within the expected time frame, please first check your bank account again and contact your credit card company or payment provider. Some financial institutions may require additional time to process the refund.
If you've completed these steps and still have not received your refund, please contact us with your order details. We will investigate the matter and work with our payment processors to resolve any issues. In rare cases, refunds may be delayed due to bank processing times or verification requirements.
If you have any questions about our Return & Refund Policy, please don't hesitate to contact our customer service team. We're here to help!
Company Name: tocool
Address: 4630 Lynn Street, Boston, MA
Email: [email protected]
Phone: +1857-205-6582
Our customer service hours are Monday through Friday, 9:00 AM to 5:00 PM EST, excluding major holidays.
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