FAQ
SHIPPING & LOGISTICS
Where does Toneloom ship?
Toneloom currently ships to physical addresses within the contiguous United States only.
We do not ship to Alaska, Hawaii, Puerto Rico, Guam, other U.S. territories, P.O. Boxes, APO/FPO addresses, or international destinations.
How long will my order take to arrive?
Estimated delivery times depend on the product type:
Home Décor and In-Stock Items
- Processing: 2–5 business days
- Transit: 5–10 business days
- Total estimated delivery: 7–15 business days
Large Furniture and Specialty Items
- Processing: 5–15 business days
- Transit: 10–20 business days
- Total estimated delivery: 15–35 business days
Delivery times are estimates and may vary because of product preparation, carrier availability, weather, holidays, or delivery scheduling.
Approved custom orders generally require 6–8 weeks of production time, excluding transit.
What does free standard delivery include?
Free standard delivery is limited to curbside or doorstep delivery, depending on where the delivery truck can safely and legally stop.
Standard delivery does not include indoor delivery, room placement, stair carry, unpacking, assembly, installation, or packaging removal.
Customers are responsible for moving the product indoors after delivery.
Do you offer White-Glove Delivery?
Yes. White-Glove Delivery may be available as a paid upgrade for eligible products and delivery locations.
Pricing:
- First eligible item: $300
- Each additional eligible item: $200
Depending on the approved arrangement, the service may include indoor delivery, room placement, unpacking, basic furniture assembly, and packaging removal.
Lighting installation, electrical work, wall mounting, ceiling mounting, plumbing, and structural modifications are not included unless specifically confirmed in writing.
Contact support@toneloom.com before delivery to confirm availability.
Will I need to schedule a delivery appointment?
Large furniture and freight shipments may require a delivery appointment.
The carrier may contact you by phone, text message, or email. Please provide a valid telephone number and respond promptly.
Missed appointments or customer-requested rescheduling may result in additional redelivery or storage fees.
How do I track my order?
A shipping confirmation email will be sent after your order is dispatched.
Tracking information may take up to 48 hours to become active. Freight shipments may also be tracked through the carrier or a Bill of Lading.
RETURNS & CANCELLATIONS
What is Toneloom’s return policy?
Eligible products may be returned within 30 days from the confirmed delivery date.
Returned products must be:
- Unused
- Uninstalled
- Unassembled
- Complete with all original parts and accessories
- Securely packed in the original packaging
- In suitable condition for resale
You must contact support@toneloom.com and receive written return authorization before sending a product back.
Are there any return fees?
For returns caused by customer preference, measurement errors, or ordering mistakes:
- The customer is responsible for return shipping
- A 15% restocking fee applies
The 15% fee is calculated from the product price after discounts and before sales tax.
No restocking fee applies to confirmed shipping damage, manufacturing defects, missing items, incorrect products, or Toneloom fulfillment errors.
Which products cannot be returned?
The following products are not eligible for standard return:
- Custom-made or personalized products
- Clearance and Final Sale items
- Samples and material swatches
- Gift cards
- Shipping protection or insurance products
- Warranty plans or warranty cards
- Installed lighting
- Assembled furniture
- Used, altered, damaged, or incomplete products
- Products without original packaging
- Products returned without prior authorization
Eligible product problems may still be reviewed under our warranty or after-sales policy.
Can I cancel my order?
Orders may be canceled free of charge within 48 hours after purchase.
After 48 hours, cancellation depends on the order’s processing and fulfillment status.
Orders that have already shipped cannot be canceled directly. Custom orders cannot be canceled after production begins.
Contact support@toneloom.com as soon as possible. A cancellation is not approved until Toneloom confirms it in writing.
What happens if I refuse delivery?
A delivery refused without Toneloom’s approval may be treated as a customer-responsible return.
The following may be deducted from the refund:
- 15% restocking fee
- Actual return freight
- Storage fees
- Redelivery fees
- Address-correction or rerouting fees
Refusing delivery does not automatically cancel an order or guarantee a full refund.
If the outer packaging is visibly damaged, photograph the packaging and shipping label before refusing delivery.
DAMAGE, MISSING PARTS, AND WARRANTY
What should I do if my order arrives damaged?
Contact support@toneloom.com within 48 hours of delivery.
Please provide:
- Your order number
- Photos of the complete product
- Close-up photos of the damage
- Photos of the outer packaging
- Photos of the shipping label
- A description of the issue
Once the issue is confirmed, Toneloom may provide replacement parts, a replacement product, a partial refund, a full refund, or an approved return at our expense.
What should I do if parts or hardware are missing?
Contact us within 48 hours of delivery and provide your order number, product photos, and details of the missing components.
Confirmed missing parts or hardware will be provided at no additional product cost.
Does Toneloom offer a warranty?
Yes. Eligible products used in residential settings include a limited warranty against confirmed defects in materials or workmanship.
Most product categories have a one-year limited warranty unless a different period is shown on the product page or purchase agreement.
Normal wear, natural material variations, improper care, misuse, customer-caused installation damage, and unauthorized commercial use are not covered.
Warranty-related shipping costs are generally the customer’s responsibility unless Toneloom confirms otherwise in writing.
Are natural variations considered defects?
No. Natural wood, stone, marble, leather, metal, glass, and handcrafted products may vary in color, grain, texture, veining, pattern, and finish.
Hand-measured dimensions may vary by approximately 0.5–1 inch.
Reasonable differences caused by natural materials, craftsmanship, photography, lighting, or screen settings are not considered manufacturing defects.
PRODUCTS AND ASSEMBLY
Are Toneloom products made to order?
Products currently listed on our website are not automatically made to order unless specifically stated.
Toneloom may accept customization requests involving size, color, material, fabric, or finish.
Custom products generally require 6–8 weeks of production time. Once production begins, they cannot be canceled, returned, or exchanged.
Is assembly required?
Assembly requirements vary by product.
Some furniture arrives fully assembled, while other products may require basic assembly, such as attaching legs or hardware.
Lighting and electrical products should be installed by a qualified professional.
Can I request real product photos or additional details?
Real product photos, videos, material details, or additional references may be available for selected products.
Contact support@toneloom.com and include the product name or product link.
PAYMENTS AND REFUNDS
What payment methods do you accept?
Toneloom accepts the payment options displayed at checkout, including:
- Shop Pay
- Shop Pay Installments
- Visa
- Mastercard
- American Express
- Diners Club
- Apple Pay
- Google Pay
- PayPal
All transactions are processed in U.S. dollars through secure third-party payment providers.
Will I be charged sales tax?
Applicable sales tax is calculated according to the delivery address and included in the final amount displayed at checkout.
Will I need to pay import duties?
No. Toneloom covers applicable import duties and standard customs-clearance charges for eligible original deliveries within the contiguous United States.
Customer-related return freight, storage, redelivery, or address-correction charges are not considered import duties.
How long does a refund take?
After an approved return reaches our warehouse:
- Inspection is completed within 3 business days
- The approved refund is submitted within 2 business days
- Your bank or payment provider may take an additional 5–10 business days to display the funds
Refunds are issued to the original payment method.
How are Shop Pay Installments refunds handled?
Toneloom submits the approved refund to Shop Pay.
Shop Pay then adjusts completed payments, remaining installments, or financing balances according to its own terms.
TRADE AND COMMERCIAL ORDERS
Does Toneloom offer a Trade Program?
Yes. The Trade Program is available to qualified professionals, including interior designers, architects, developers, contractors, hotels, hospitality professionals, and other eligible commercial buyers.
What benefits are available to Trade customers?
Approved Trade customers may receive:
- Exclusive discount codes
- Bulk-order support
- Custom product options
- Samples and material swatches
- Project quotations
- Commercial invoices
- Tax-exempt purchasing where eligible
There is no minimum order quantity.
How do I apply for the Trade Program?
Email trade@toneloom.com with your business information.
A valid business license, resale certificate, or professional credential may be required.
The standard residential warranty does not automatically apply to products used in commercial or high-traffic projects unless commercial coverage is confirmed in writing before purchase.
ABOUT TONELOOM
Who operates Toneloom?
Toneloom is operated by:
Changsha Yanjia Network Technology Co., Ltd.
Room 1319, 13th Floor, Headquarters Building
Zhongdian Software Park
39 Jianshan Road, High-Tech Zone
Changsha, Hunan, China, 410000
Where is your U.S. warehouse?
Toneloom’s U.S. fulfillment and approved-return warehouse is located at:
915 Secaucus Rd
Secaucus, NJ 07094
United States
Customers must receive written return authorization before sending any product to this address.
How can I contact Toneloom?
Customer Support: support@toneloom.com
Trade Inquiries: trade@toneloom.com
Phone: +1 209 685 3004
Service Hours: Monday–Friday, 9:00 AM–6:00 PM (GMT+8)
We generally respond within one business day.