This shipping policy outlines how we process and deliver orders placed on this website.
1. Order Processing Time
All orders are processed within 1–3 business days.
Orders placed on weekends or holidays will be processed on the next business day.
Processing times may be extended during peak sales seasons, promotional events, or periods of high demand.
Once your order has shipped, you will receive a shipping confirmation email containing tracking information.
2. Shipping Destinations
We currently ship to the following regions:
- United States (including most states; UPS/FedEx services do not support P.O. Box addresses)
- Canada
If your location is not listed, please contact us to check if shipping is available.
3. Shipping Methods and Delivery Times
Estimated delivery times begin once order processing is complete:
- Standard Shipping: 1–3 business days
- Shipping to Canada: 2–6 business days
The delivery times above are estimates only and may be delayed due to weather conditions, customs clearance, carrier service disruptions, or other unforeseen circumstances.
4. Shipping Costs
Shipping costs are automatically calculated at checkout based on the following factors:
- Shipping destination
- Package weight and dimensions
- Selected shipping method
We may offer free shipping promotions or provide free shipping for orders that meet a minimum purchase amount.
5. Order Tracking
Once your order has shipped, you will receive an email containing a unique tracking number.
Please allow 24–48 hours for tracking information to update in the carrier’s system.
6. Customs, Duties, and Taxes (International Orders)
For all international shipments (including those to Canada):
- Customers are responsible for all applicable customs duties, import taxes, or local handling fees.
- [tonies.com] is not responsible for delays caused by customs inspections or documentation requirements.
7. Incorrect Address Information
Please carefully check your shipping address to ensure it is accurate and complete.
Incorrect or incomplete addresses may result in delivery delays or the package being returned to our warehouse. If a package is returned due to an invalid address, you may be required to pay a re-shipment fee.
8. Lost, Stolen, or Undelivered Packages
If the tracking information indicates “Delivered” but you have not received the package:
- Please check with neighbors, property management, or your mailbox/reception desk.
- Verify the shipping address on your order.
- Contact the carrier directly for further investigation.
If the issue remains unresolved after 72 hours, please contact our customer service team.
We will assist with the investigation but cannot be held liable for packages lost or stolen after being marked as “Delivered.”
We will notify you promptly if any items in your order cannot be shipped.