Shipping, Billing and Returns

 

Shipping

Where are your products shipped from?
 
Our print facility is in the UK. That means that if you're in the US or Canada you'll have to wait a little while for your order to cross the Atlantic, but we've set our shipping rates so you won't be paying any more than you're used to paying domestically.
 
Which countries do you ship to?
 
Most countries in the world! There’s a full list on our ‘shopping basket’ page.
 
How much shipping will I have to pay?
 
It’s all calculated in a devilishly complicated way depending on where you are and the size/weight of the combined items in your order. Frankly, it makes our heads hurt. Luckily, it’s all calculated automatically once you’ve entered your shipping address.
 
How are items sent?
 
Items are shipped by the Royal Mail worldwide. We will occasionally use couriers for high-value items or bulky orders. 
 
To keep costs reasonable we don't offer tracking numbers, but you'll be emailed when your order is shipped.
 
Will I have to pay import duty if I’m outside the UK?
 
In most countries, including the US and Canada, low-value items such as t-shirts are exempt from import duty, but we’re not responsible for decisions made by your local customs office so it’s best to check with them.
 
Within Europe, no import duty will be payable.
 
How long will it take for my order to arrive?
 
Our products are individually printed to order, so shipping isn’t instant. We process orders within 5-7 business days, then it'll be in the lap of the postal gods. 
 
Typical shipping times are 1-2 days to the UK, 3-5 days to mainland Europe, and 7-10 days to the US and Canada.
 
What if my order doesn’t arrive?
 
Please forward your order reference number to info@totomerch.com and we’ll look into it for you. We can’t check on the status of orders placed less than 21 days ago.
 

Billing

 
Is it safe to order from Toto?
 
Yes! We use Paypal to take payment, so we never have to see or store any of your financial details.
 
Which currency will I be billed in?
 
You will be billed in US Dollars. You can view prices in other currencies in the shop using our realtime exchange rate feed, and Paypal will show you the equivalent amount in your own currency, but you will always be billed in US Dollars.
 

Returns

 
What are my rights when it comes to returning a product?
 
If you’re not happy with your purchase for any reason, you can return it to us within 28 days of receipt for a full refund or replacement – we only ask that it’s in the same condition as when you received it.
 
Under our terms of sale, when you receive the goods you have them ‘on approval’ for 28 days before they become your property: this means that returning the product during this time counts as a cancellation of your order, and we’ll refund/exchange it without quibbling.
 
The refund we offer will cover the postage cost we originally charged you (or part of it if you’re returning one item from an order that included several), but unfortunately we can’t refund the cost of you returning the item to us.
 
How do I return a product to you?
 
There are two steps:
 
1. Fill in our returns and exchange form here, print it out, and send it back to us along with the item you’re returning. Please don’t send an item back without a returns form or we’ll have no idea what we’re meant to do with it! You might want to send it by recorded delivery, because if the returned item never reaches us there’s not much we can do.
 
2. Email returns@totomerch.com, attaching the returns form you just filled out.
 
That way we'll be able to tie up your email with your package when it arrives, and either process your refund or send you a replacement.
 
If we're refunding you, we'll send the money back to the same Paypal account you paid from.
 

Audio Products

 
What format are audio products sold in?
 
Individual tracks are sold as MP3s, and collections of tracks are sold as ZIP files. Your operating system will probably have the capability to extract ZIP files built in, but if not you can use a free tool like 7Zip.
 
What if the file is corrupted, or not what it’s meant to be?
 
In this case, please contact us with your order reference number and we’ll talk to the seller to sort it out.
 
What if I delete the file by mistake once I’ve bought it?
 
If you have a Toto account, you can log in to manage all the products you’ve downloaded. You can request new download codes to make sure you can always get a new copy of any audio products you’ve bought.