Shipping & Delivery
Where can I find the status of my order?
You should receive an order confirmation email after submitting your order. Once your order has shipped, we will send you a shipment notification email with your tracking number and link. If you were logged in to your account upon placing your order, you may also login to your account to check the status of your order at anytime. If you did not receive an order or shipping confirmation, we recommend checking your email spam folder first. We have found that these types of emails end up there frequently! If you are still unable to find your order related emails, email our Customer Support Team at email@example.com and we will be happy to assist you.
How will my order ship?
All Tombow USA orders will be shipped USPS or FedEx within the United States and Canada.
When will my order ship?
Most orders ship from our warehouse within 5 business days. Please note that our business operates Monday-Friday 8:00AM-5:00PM EST. If an order is placed after this time or on the weekend it will be processed within the following business days.
Do you ship internationally?
At this time, Tombow USA only ships within the United States and Canada.
My package has been lost or stolen. What should I do now?
If your package has been marked as delivered but you have not received it, we recommend reaching out to your local post office or FedEx facility, or checking with your neighbors to see if the package was left there accidentally. Please note that once a package leaves our warehouse, we are no longer responsible for it. It is the responsibility of the carrier at this point in the shipping process. All lost or stolen package claims can be handled with the carriers directly at the links below.
USPS - https://www.usps.com/help/claims.htm
FedEx - https://www.fedex.com/en-us/customer-support/claims.html
Do you offer free shipping to Canada?
Free shipping is offered to Canadian residents on qualifying orders of $80 or more before taxes and after coupons or promotional discounts are applied. Please note that packages being shipped to Canada may require 5-7 business days.
How are orders to Canada shipped?
All orders being shipped to Canada are sent via FedEx.
Do you ship to PO Boxes?
Orders being shipped within the United States and Guam can be delivered to PO Boxes. However, orders being shipped to Canada or Puerto Rico cannot be delivered to PO Boxes at this time as they are delivered via FedEx. Please use a physical shipping address when placing an order to be delivered within Canada and Puerto Rico.
Having trouble placing an order?
Please reach out to our Customer Support Team at firstname.lastname@example.org and we will be happy to assist you.