Shipping & Return

PAYMENT SHIPPING RETURN AND EXCHANGE

Supported payment methods?

At the moment, we currently accept all forms of payment such as debit and credit cards (VISA, MasterCard, American Express, Discover), prepaid gift cards, and PayPal credit through PayPal.

Does Totwoo support international shipping?

Totwoo offers free shipping via standard shipping for all purchases. For Express shipping, a flat fee of USD$19.90 is charged for all purchases. At the moment, we only ship to the following 5 countries: USA, Canada, Australia, New Zealand, UK.  All orders are shipped from our Shenzhen warehouse. Please note that payment must be cleared and an order confirmation must be received before 2pm between Monday and Friday to be eligible for the below delivery times. Orders placed prior to a public holiday will be delivered after the public holiday. Please be aware that all deliveries must be signed for, so do make sure that there will be someone present at the delivery address.

What is your returns policy?

At Totwoo, we want you to be fully satisfied with your purchase. If, for any reason, you decide you would like to return an item, we only accept returns in the original packaging, undamaged and unused for a refund or exchange. If you would like to return your product, please follow these steps:

  • Inform us within 14 days of receiving your product at support@totwoo.comand include the reason for your return.
  • Our Customer team will get back to you with return instructions.
  • Pack your item(s) back into its original packaging and return the package within 28 days of receiving your item(s).
  • Once we receive your package, a refund will be made to the original form of payment within 14 days.
  • We cannot accept returns that do not include all the original accessories and packaging, including any damaged goods or in used condition.
What if my item is faulty?

If you have already looked through our FAQs but not resolved the problem with your item, please contact our customer team who will be happy to assist you. Our team is easily accessible by support@totwoo.com or +86 4008137107(our opening hours are 10am-6pm Beijing Time).

What if I have lost my returns label?

No problem! If you have lost the return instructions email from our Customer team, please reach out to support@totwoo.com.

Please note: If you purchased your Totwoo from a store, please return it to the retailer along with your receipt.

Who do I talk to if I have more questions?

We love talking to our customers, so feel free to give us a call or if you’re squeezed for time, send our customer team an email (details above). We promise to be back in touch with you within 8 working hours.

Why don’t you offer free returns?

We considered this, but most companies that offer this absorb the costs in other areas, for example putting up the price of their products. We don’t want to do that, so decided to keep things as transparent as possible by letting you know from the offset that it’s our policy to charge for returns.

Please Note: When shipping items back to Totwoo, customers should choose a shipping service that offers tracking and insure the item for full value. VINAYA cannot accept responsibility for damaged or lost shipments.

Can I update my order style or color after I placed my order?

If your order has not shipped yet, you can email us at Support@totwoo.com with your order confirmation number and we will try our best to fulfill your request.

Is My Totwoo protected under warranty?

Yes, your Totwoo comes with a 1-year limited warranty. Our policy warrants our products against defects in materials and workmanship under normal use for a period of one (1) year from the date of original purchase.

How to do if the charger is damaged?

Charger do not enjoy the return policy and warranty service, if damaged please buy a new one on our website.

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