FAQ
GENERAL
How can I be sure Toneloom is a legitimate and trustworthy brand?
We understand the importance of feeling secure when purchasing furniture online, especially pieces meant to live in your home for years. Here are a few ways to confirm our credibility:
1. A Secure, Verified Platform
Our website is protected with full HTTPS encryption, ensuring that all information and transactions remain private and secure.
2. Built on Shopify
Toneloom operates on Shopify, one of the most reputable and widely used e-commerce platforms in the United States.
3. Trusted Payment Methods
We support secure payment options, including Shop Pay, major credit cards, and installment plans backed by reliable financial partners.
4. Dedicated Customer Support
Our support team is available through email and live chat to answer questions before, during, and after your purchase.
5. Professional Delivery Network
We work with experienced logistics partners across the U.S. to deliver furniture safely, with select white-glove services available for larger items.
6. Clear and Transparent Policies
Toneloom offers straightforward shipping and service policies designed to give you peace of mind throughout the entire buying experience.
7. A Decade of Industry Expertise
Before launching Toneloom, our team spent more than ten years manufacturing for well-known furniture brands worldwide. That experience is reflected in the quality of every piece we craft today.
Toneloom is indeed a newly established brand. If you have concerns or simply want further assurance, we welcome you to contact our support team.
Share the product you’re interested in, and we will gladly provide real, unedited photos and detailed close-ups for your review.
We are here to answer every question with transparency and professionalism, ensuring you feel completely confident before making a purchase.
If you still have questions, we welcome you to reach out directly at support@toneloom.com.
We’re here to help you make a confident, informed decision.
Is Toneloom based in the United States?
Toneloom’s design and manufacturing headquarters are located in Hunan, China, where our team brings more than a decade of experience in the furniture industry.
To better serve customers across the United States, we also operate multiple warehouses and support offices within the U.S. This allows us to provide faster shipping, reliable delivery, and attentive after-sales service.
Our production facilities are equipped to handle high-precision craftsmanship at scale, ensuring consistent quality across every piece while maintaining fair and accessible pricing. Each item undergoes a thorough inspection—both structurally and visually—before it leaves our hands.
While Toneloom does not position itself as a “designer luxury brand,” our standards align closely with those of high-end furniture makers. We focus on refined craftsmanship, quality materials, and thoughtful design without unnecessary markups.
At this time, Toneloom offers curated, in-house–developed collections rather than custom production. Every piece is created internally to ensure cohesion, long-term durability, and a unified design vision.
Where are Toneloom products manufactured?
Toneloom sources its materials from trusted, long-standing suppliers around the world, selected for their quality, consistency, and integrity.
All pieces are assembled and finished in our manufacturing facilities in China, where each item undergoes a rigorous series of structural and aesthetic inspections before it is prepared for shipment.
Our process is designed to ensure that every piece meets Toneloom’s standards for durability, craftsmanship, and long-term performance—regardless of where it is shipped or where it will live.
Do you offer delivery to my home?
Yes. All Toneloom products are securely packaged to ensure safe arrival, using reinforced cartons, protective framing, or custom wooden crating depending on the item.
Delivery & Unloading
- For pieces with any side longer than 86", unloading is not included. Because of the size and handling requirements, customers will need to arrange their own unloading assistance.
- Items with a maximum length of 83" include curbside or doorstep unloading service.
- For commercial buildings or apartment addresses, please contact us in advance so we can coordinate the most suitable delivery arrangement.
White-Glove Service
Some pieces—such as oversized furniture or large lighting fixtures—may be too heavy or complex to install on your own. If you require white-glove delivery or installation, our team is happy to help you arrange it.
Do you provide customer support during weekends or holidays?
Toneloom’s customer support is primarily available on weekdays.
However, if you experience an urgent issue over a weekend or holiday, simply include “Urgent” in the subject line of your email, and our team will make every effort to respond as quickly as possible.
During the Chinese New Year period, product processing may be slower than usual due to holiday closures.
Even so, our customer service team remains available by email, and you can expect a reply within 24 hours.
Please note that phone support is temporarily unavailable during this time.
SHIPPING & RETURNS
How long does shipping take?
Toneloom offers free shipping on all orders within the United States.
Please ensure that your shipping address is accurate, as address changes after processing can cause significant delays.
Our total delivery timeline includes both processing time and shipping time. The shipping method depends on the size of your item.
For items larger than 32 inches
(These pieces are typically shipped via ocean freight due to their size.)
Processing Time: 15–25 business days
Shipping Time: 30–45 business days
Carriers: Matson, FedEx, CN, UPS
Larger items may arrive at a U.S. port before being transferred to a domestic trucking partner for final delivery.
Due to recent changes in U.S. customs policies, some items may be temporarily out of stock. Production is still ongoing with the same standards of craftsmanship, and we appreciate your patience during this period.
For items 32 inches or smaller
(These items are shipped via standard express couriers.)
Processing Time: 3–6 business days
Shipping Time: 8–14 business days
Carriers: UPS, DHL
Expedited Shipping
If you require an expedited delivery option, please contact our customer support team. Additional fees may apply depending on the item and destination.
Do you offer free shipping?
Yes. Toneloom offers free shipping on all orders within the United States.
Please ensure that your shipping address is entered correctly at checkout, as changes after processing may cause delays.
If you need to update your address, please contact us within 24 hours of placing your order. We will make the adjustment at no additional cost.
After the 24-hour window, modifications may incur a small fee (3% of the order total), as your shipment may have already entered our logistics process. We appreciate your understanding and cooperation.
How do I track my order?
Once your order has shipped, you will receive an email containing your tracking number and a direct link to the carrier’s tracking page.
You can follow your shipment at any time using this information, and our support team is always available if you need assistance interpreting an update or locating your package.
What should I do if my item arrives damaged?
We ask that you inspect the outer packaging at the time of delivery and document any visible damage with photos.
If the product itself arrives damaged, please contact our customer support team as soon as possible.
Include the following in your message:
- Your original order confirmation
- The item number and quantity of the affected product
- A clear description of the issue
- Photos or video showing the damage in detail
This information allows us to review the case quickly and offer the most appropriate resolution—such as a replacement, a refund, or a reshipment—based on your preference.
If a manufacturing defect is discovered more than 30 days after delivery, please reach out to us so we can guide you through the warranty process.
Toneloom provides thorough inspections and documentation before each item leaves our facility. In the rare event that damage occurs during transit, we will coordinate with the carrier to resolve the issue promptly.
Our team will manage the claim process on your behalf so that you can receive a timely and satisfactory solution.
I received an incomplete order or missing parts.
If you ordered multiple items, they may arrive in separate shipments. Different products can ship from different warehouses to ensure faster delivery.
Please inspect your order within 48 hours of receiving it.
For the best support, report any missing items or parts within 30 days.
Missing Items
First, check your order status:
- Account orders: Review under My Orders
- Guest checkout: Refer to your email notifications or contact our team
If an item is confirmed missing after all shipments arrive, please contact us with:
- Your order confirmation
- The item number and quantity missing
- Photos or video showing what you have received
We will arrange a replacement or the appropriate resolution.
Missing Parts
If parts are missing after checking all boxes, please contact us with:
- Your order confirmation
- The parts missing
- Photos or video of received items
Our team will assist with sending the necessary components.
Installation Reminder
To avoid delays or extra labor costs, we recommend scheduling installation only after all items have been received and inspected.
I Received a Damaged Item
We take every measure to ensure your order arrives safely.
In the rare event that an item arrives damaged, please report it to our customer support team within 48 hours of delivery and keep all packaging materials until the issue is resolved.
Our team will review the case and provide the appropriate solution—whether a replacement, refund, or repair—based on your preference and the nature of the damage.
For the smoothest service, please complete all reporting within 30 days of delivery.
After 30 days, we will still assist, though additional charges may apply.
Concealed Damage
(Internal damage discovered after opening the package)
If the packaging appears intact but the item is damaged inside, please contact us with:
- Your order confirmation
- The item number and quantity affected
- Clear photos or video of the damage
- Photos of all packaging materials (inner and outer)
Please do not discard the item or its packaging.
We may request pickup for inspection, and we will coordinate a suitable time with you.
Visible (Obvious) Shipping Damage
(Exterior damage visible upon delivery)
If the outer packaging shows clear signs of damage, please:
1. Accept the delivery and inspect the item immediately.
(Do not refuse the shipment—keeping possession allows us to assist you more effectively.)
2. Photograph the damage at every stage, including packaging and labels.
3. Note the damage on the carrier’s receipt, if available.
4. Contact Toneloom with:
- Your order confirmation
- Item number and quantity
- Photos or video of the damage
- Any claim number filed with the carrier
- Photos of all packaging materials
Again, do not dispose of the product or packaging.
The carrier may arrange a pickup for inspection, and we will help coordinate the schedule.
Installation Reminder
Toneloom is not responsible for labor costs or project delays caused by damaged shipments.
We strongly recommend arranging installation only after all items have been received and inspected.
Can I return the item I received?
If your item arrives damaged or defective, Toneloom will take full responsibility and provide a replacement or refund based on your preference.
For returns based on personal preference—such as a change of mind or the item not fitting your space—we offer a 30-day return window.
In these cases, a 25% return fee will apply to cover return shipping, handling, and inspection costs.
To initiate a return, please contact our customer support team, and we will guide you through the process.
How soon will I receive my refund?
For orders canceled before shipment, refunds are typically issued within 24 hours of confirmation.
For returned items, refunds are processed within 3–5 business days after the product is received and inspected.
All refunds are issued to the original method of payment.
- PayPal: Refunds usually appear in your PayPal balance immediately.
- Credit Card: Processing times may vary depending on your bank. Most refunds appear within one billing cycle.
To keep the process smooth and timely, we kindly ask that you do not file a chargeback during the return period. Chargeback investigations can significantly delay resolution, and our team is always available to assist if you notice an unusual delay or need an update.
I received the wrong item
If you believe you’ve received an incorrect item, please begin by confirming the item number on the product against your order confirmation.
If it does not match, contact our customer support team right away and include:
- A copy of your order confirmation
- The item number and quantity of the incorrect product
- Clear photos showing the item you received
All incorrect items must be returned in their original packaging.
Toneloom will cover all return shipping costs, and you may choose either a replacement with the correct item or a full refund.
Please note that Toneloom is not responsible for labor costs or project delays caused by receiving the wrong product.
For this reason, we strongly recommend scheduling installation only after your order has arrived and been fully inspected.
What information do I need to provide for an after-sale request?
To help us process your after-sale request efficiently, please prepare the following materials. Providing complete information allows our team to review your case quickly and offer the most appropriate solution.
For general after-sale requests, please include:
1. Photos of the outer packaging
- A clear photo of the shipping box
- A photo showing the shipping label and item SKU
2. Photos of the packaging inside the box
- If the package has not been opened, a photo of the sealed outer box is sufficient
- If the box has been opened but the product is still inside, please take photos without removing the item from the packaging
3. Photos of the product (if it has been taken out of the box)
- A full-view image of the product
- If multiple units of the same item are involved, please place them side by side for a single group photo
ORDERS
Will my items be delivered together if I order multiple products?
In most cases, orders containing multiple items are shipped in separate packages.
Products that are in stock may be dispatched first, and each shipment will have its own tracking number so you can monitor every delivery with ease.
There is no need to worry—your items will arrive individually, but our system ensures that every part of your order is accounted for.
How do I check my order status?
You can check the status of your order at any time using the steps below:
If you have a Toneloom account
- Click “Log In” at the top of our website and sign into your account.
- Navigate to Account → My Orders to view all your orders and their current status.
- Select “View Order” next to the order number to see the order summary, shipment details, and status history.
- You may also use the Order Status link in the footer of our website. Simply enter the information we provided to track your shipment.
If you checked out as a guest
You will receive an email notification once your order has shipped, including tracking information.
If you’d like an update at any point, feel free to contact our customer support team—we’re always here to help.
How do I change or cancel my order?
We recommend reviewing your order carefully before checkout.
If you need to make a change or cancel an order, the options available depend on your order status.
1. Pending
If your order is still marked as Pending, you may simply place a new order.
The pending order will automatically cancel within one month, and you will receive a cancellation email once it is removed.
2. Processing
If your order is listed as Processing, please contact our customer support team as soon as possible.
We may still be able to modify or cancel it before it enters the final shipping stage.
3. Completed
Once an order is marked as Completed, it can no longer be changed or canceled.
If the item meets our return conditions, you may still request a return within the allowed return window.
Important Information
• Cancellation Window for Certain Items
Custom items and furniture orders can only be canceled within 48 hours of payment confirmation.
• Product Changes
Changes can only be made before the order ships.
Some items may not be eligible for changes—please contact customer support for details.
• Refused Deliveries
Refusing a delivery without Toneloom’s approval may result in additional charges, including return shipping and handling fees.
• Confirmation Required
Your change or cancellation is not final until you receive a confirmation email from our customer support team.
Do you offer delivery to my home?
Yes. All Toneloom products are securely packaged to ensure safe arrival, using reinforced cartons, protective framing, or custom wooden crating depending on the item.
Delivery & Unloading
- For pieces with any side longer than 86", unloading is not included. Because of the size and handling requirements, customers will need to arrange their own unloading assistance.
- Items with a maximum length of 83" include curbside or doorstep unloading service.
- For commercial buildings or apartment addresses, please contact us in advance so we can coordinate the most suitable delivery arrangement.
White-Glove Service
Some pieces—such as oversized furniture or large lighting fixtures—may be too heavy or complex to install on your own. If you require white-glove delivery or installation, our team is happy to help you arrange it.
How can I specify special requirements for my order?
If you have special requirements for an item, we recommend contacting our customer support team before placing your order.
We will confirm whether your request is feasible and guide you through the appropriate steps if it can be accommodated.
If you have already placed your order and need to submit a special request, please reach out to us as soon as possible.
If the request is feasible, we will make the necessary arrangements.
If it is not possible to fulfill the requirement, you may modify or cancel your order for a full refund as long as the order has not yet shipped.
Can I change my shipping address after placing an order?
We strongly recommend reviewing your shipping details carefully before submitting your order, as addresses cannot be changed directly online once the order is placed.
If you need to update your address, the options depend on your order status:
- Pending
If your order is still pending and has not entered processing, you may place a new order with the correct address and contact us to cancel the original one. - In Transit / Processing for Shipment
If your order is already being prepared for shipment or is in transit, please contact our customer support team as soon as possible. We will check whether an address change is still possible. - Shipped
- Once an order has shipped, any address change depends on the carrier’s policies.
- Some carriers may allow an address adjustment for an additional fee.
- Country/region changes are not possible.
- Any surcharge for an address change will be the responsibility of the customer.
If the carrier does not support an address change, we recommend trying to receive the parcel at the original address or contacting the carrier directly for assistance.
In cases where the address is invalid and the package is destroyed or returned, additional fees may apply, including extra shipping and handling charges.
Please note:
An address change is not confirmed until you receive written confirmation from our customer support team.
I ordered but changed my mind. Can I make changes?
If your order has not yet shipped, you may request a cancellation within 48 hours of purchase. You can then place a new order for the item you prefer.
After the 48-hour window, a 3% restocking fee will apply, as your order may have already entered our processing workflow.
ABOUT FURNITURE & LIGHTING
What is the delivery timeline?
Toneloom furniture is crafted with care, and most made-to-order pieces follow an estimated lead time of approximately 60 business days from the date your order is placed.
Typical timeline:
- 1–2 business days for processing
- 15–25 business days for handcrafted production
- 30–45 business days for shipping
Each piece is individually handcrafted and shipped fully assembled, which requires additional time for precision workmanship and quality assurance.
We do not use shortcuts or lower-grade materials to speed up production, and we appreciate your patience as we create a piece that is truly built to last.
Do your furniture pieces come with a warranty?
Yes. Toneloom offers warranties of up to three years, depending on the specific product and its materials.
For full details, please refer to our complete warranty policy.
Why does your furniture take so long? Don’t you have ready-stock available?
We do offer in-stock items, but they are not stored in our U.S. warehouses at this time.
Due to ongoing fluctuations in customs and import regulations, international shipments may require additional time—this part of the timeline is unfortunately outside of our control.
What is within our control is the craftsmanship.
Toneloom pieces are not mass-produced or rushed through an assembly line.
Each item is handcrafted, fully assembled, and carefully finished to ensure longevity, structural integrity, and the level of quality we believe every customer deserves.
This level of workmanship naturally requires time.
Our goal is not to deliver something fast—it's to deliver a piece that feels substantial, intentional, and worthy of being part of your home for years to come.
We truly appreciate your patience while we prepare a product that meets the standard of a long-lasting, heirloom-quality furniture piece.
Can I request custom furniture?
Yes. Toneloom does offer custom furniture.
To help us evaluate and confirm your request, please share the following details with our team:
- Reference photos or inspiration images
- Exact dimensions
- Production drawings or sketches (if available)
Providing complete information allows us to assess feasibility quickly and ensure the final piece meets your expectations with accuracy and craftsmanship.
Can I order fabric or wood samples before purchasing?
Yes. You may order fabric or wood samples directly through our sample page.
Simply choose the materials you’re interested in, place the order, and we’ll send them to you so you can evaluate the color, texture, and finish in person.
Are your products easy to assemble?
Yes. Most Toneloom furniture ships fully assembled, with only minimal components—such as handles or cabinet legs—requiring simple installation.
These parts are easy to attach and come with clear instructions.
Decor items also ship fully assembled.
For lighting products, we recommend using a licensed professional for installation to ensure safety and proper handling.
Toneloom also offers premium white-glove installation services.
If you’re interested, please contact us for availability and pricing.
Are your lighting products compliant with U.S. safety standards?
Yes. All Toneloom lighting products are built to meet U.S. electrical and safety requirements.
Depending on the fixture and its components, our products may carry one or more of the following nationally recognized safety certifications:
- UL
One of the most widely recognized safety certifications for electrical products in the United States. - ETL
A nationally accepted safety mark indicating compliance with North American safety standards. - FCC
Required for certain electronic components to ensure electromagnetic compatibility. - RoHS
Ensures restriction of hazardous substances in electrical and electronic equipment.
Each lighting product is assembled with certified components and undergoes thorough inspection before shipment.
For installation, we strongly recommend working with a licensed electrician to ensure full compliance with building codes and optimal performance.