FAQ
SHIPPING & LOGISTICS
Do you ship to my location?
Toneloom currently ships exclusively to the contiguous United States. Due to the size and weight of our furniture, we do not ship to Alaska, Hawaii, Puerto Rico, U.S. territories, P.O. Boxes, or APO/FPO addresses.
How long will it take to get my furniture?
The total estimated delivery time is 7–13 business days. This includes:
- Processing: 2–3 business days (inspection and freight crating).
- Transit: 5–10 business days via professional freight carriers.
What is Curbside Delivery?
Most of our items ship via LTL Freight. Standard shipping is "Curbside," meaning the driver will unload the item at your curb or driveway. The driver is not authorized to enter your home or remove packaging. We recommend having assistance available at the time of delivery.
How do I track my order?
Once your order leaves our Linden, NJ warehouse, you will receive a confirmation email with a tracking number or Bill of Lading (BOL). Please allow 24–48 hours for tracking links to activate.
RETURNS & CANCELLATIONS
Can I cancel my order if I change my mind?
Yes! You can cancel for a 100% Full Refund at any time before the item is processed for shipment. Once it has left our warehouse, the order cannot be canceled and must be treated as a return.
What is your return policy?
We offer a 30-day return window from the date of delivery. Items must be in their original packaging and "as-new" condition. For change-of-mind returns, the customer is responsible for return shipping costs.
What should I do if my item arrives damaged?
Please inspect the box upon arrival. If you see visible damage, note it on the delivery receipt before signing. Contact us at support@toneloom.com within 5 business days with photos, and we will provide a free replacement or full refund.
BILLING & PAYMENTS
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, and Diners Club), PayPal, Google Pay, Shop Pay, and Shop Pay Installments. To ensure your complete peace of mind, all transactions are securely processed through fully SSL-encrypted and PCI-compliant payment gateways.
Are there any hidden fees or import duties?
No. Since we ship from our domestic U.S. warehouse, there are no import duties. Sales tax is calculated automatically at checkout based on your state, and standard shipping is free.
How long do refunds take?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@toneloom.com.
ABOUT TONELOOM
Where is Toneloom based?
Toneloom is operated by Changsha Yanjia Network Technology Co., Ltd. (Headquarters: Changsha, China). To better serve the U.S. market, we maintain dedicated inventory and logistics operations at our Linden, NJ facility.
Is assembly required?
Most of our furniture pieces ship fully assembled. Any minimal assembly (such as attaching legs or lighting fixtures) is designed to be simple and will be clearly noted on the product page.
How can I reach you?
Our team is available via email at support@toneloom.com. You can also reach our U.S. line at +1 209 685 3004 (Mon–Fri, 9 AM – 5 PM PT). We aim to respond to all inquiries within one business day.