Shipping & Refund Policy

Shipping & Refund Policy

Order Processing

All orders are processed within 1–3 business days. Once an order is processed, it is handed to

our carrier partners for shipment. Orders placed on weekends or holidays will begin processing

on the next business day.

Shipping & Delivery Times

As a global fulfillment company, our products may ship from multiple international warehouses.

Standard delivery times are:

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United States: 7–15 business days

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Canada, UK, Australia: 7–20 business days

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Rest of World: 10–25 business days

These timeframes represent average delivery speeds. Carrier delays, customs processes,

weather conditions, and peak-season volume may extend delivery.

Tracking Information

Once your order ships, you will receive a confirmation email with a tracking number. Tracking

updates may take 2–5 business days to appear while the package is in transit between facilities.

In-Transit Packages

Packages that are still moving through the carrier network, based on active tracking scans, are

considered successfully shipped and in transit.

We cannot issue refunds for orders still within the standard delivery window or for orders

actively moving through the shipping network.

Lost or Stalled ShipmentsIf tracking shows no movement for 10+ business days, please contact us so we can

investigate with the carrier.

If a shipment is confirmed lost, we will provide a free replacement.

Incorrect Address Submissions

Customers are responsible for entering the correct shipping information.

Orders shipped to incorrect addresses due to customer input errors are not eligible for

refunds or replacements.

Refund & Return Policy

All Sale Items Are Final Sale

Any product purchased during a promotional sale, discount period, or with a coupon code is

considered a Final Sale item.

Final Sale items are not eligible for refunds, returns, or cancellations.

This includes (but is not limited to):

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Sitewide sales

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Flash sales

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Holiday promotions

Automatic discounts

Buy One Get One promotions

Marked-down items

Coupon-code purchases

Purchasing during a sale signifies acceptance of these terms.

Order CancellationOrders may only be canceled within 1 hour of purchase. After processing begins, the order

cannot be canceled.

Refund Eligibility (Non-Sale Items Only)

Refunds may be issued only when:

1. The item arrives damaged or defective (photo evidence required).

2. The shipment is confirmed lost by the carrier.

3. The customer receives a wrong item.

Refunds are not eligible for:

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Buyer’s remorse

Wrong color or size chosen

In-transit deliveries still within the standard delivery window

Delays caused by customs or carriers

Packages marked as Delivered by the carrier

Delivered but Not Received

If the carrier marks the package as Delivered, we are unable to issue refunds or replacements.

Customers must contact the carrier directly to file a missing-package claim.

Exchanges

We currently do not offer exchanges due to international fulfillment logistics.

Contact UsFor assistance, email us at support@totly.shop with your order number and any relevant

details.