Shipping policy

At Toneloom, we are committed to providing clear shipping information and reliable delivery service. Please review the details below before placing your order.

1. Order Processing and Delivery Time

Order Cut-off Time: 14:00 (GMT-08:00), Monday through Friday.

Orders placed before the cut-off time generally begin processing on the same business day. Orders placed after the cut-off time, on weekends, or on public holidays begin processing on the next business day.

Product Type Processing Time Transit Time Estimated Delivery
Home Décor & In-Stock Items 2–5 Business Days 5–10 Business Days 7–15 Business Days
Large Furniture & Specialty Items 5–15 Business Days 10–20 Business Days 15–35 Business Days

Delivery times are estimates and may vary due to product preparation, carrier availability, weather, holidays, delivery appointments, or other circumstances outside Toneloom’s reasonable control.

Approved custom orders typically require 6–8 weeks of production time, excluding transit time.

2. Shipping Coverage

Service Area Availability
Contiguous United States — 48 States Available
Alaska Not Available
Hawaii Not Available
Puerto Rico Not Available
Guam and Other U.S. Territories Not Available
P.O. Boxes Not Available
APO/FPO Addresses Not Available
International Destinations Not Available

A valid physical street address is required for all deliveries.

3. Shipping Costs

Shipping Service Cost
Standard Shipping within the Contiguous United States Free
White-Glove Delivery — First Item $300
White-Glove Delivery — Each Additional Item $200
Sales Tax Calculated at Checkout
Import Duties and Customs Clearance Paid by Toneloom

Applicable sales tax is calculated according to the delivery address and included in the final amount shown at checkout.

Toneloom covers applicable customs duties, import fees, and standard customs-clearance charges for eligible U.S. deliveries.

4. Free Standard Delivery

Free standard delivery is limited to curbside or doorstep delivery, depending on where the delivery truck can safely and legally stop.

The carrier determines the nearest safe and accessible unloading point based on road access, truck size, parking restrictions, and site conditions.

Standard delivery does not include:

  • Indoor delivery

  • Room placement

  • Stair carry

  • Unpacking

  • Assembly

  • Installation

  • Wall or ceiling mounting

  • Packaging removal

Customers are responsible for moving the product from the delivery point into the property.

5. White-Glove Delivery

White-Glove Delivery may be available for eligible products and delivery locations.

The fee is:

  • $300 for the first item

  • $200 for each additional item delivered during the same eligible service

Depending on the confirmed arrangement, White-Glove Delivery may include indoor delivery, room placement, unpacking, basic furniture assembly, and packaging removal.

Unless specifically confirmed in writing, the service does not include lighting installation, electrical work, plumbing, wall mounting, ceiling mounting, structural modifications, or other professional contractor services.

White-Glove Delivery must be arranged before delivery. Fees are non-refundable once the service has been performed or scheduling and dispatch costs have been incurred.

6. Tracking and Delivery Appointments

A shipping confirmation email will be sent after the order is dispatched.

Tracking information may take up to 48 hours to become active in the carrier’s system.

Large furniture and freight shipments may require a delivery appointment. The carrier may contact the customer by phone, text message, or email to schedule delivery.

Customers are responsible for:

  • Providing a valid phone number

  • Responding to carrier communications

  • Being available during the scheduled delivery window

  • Arranging building, elevator, loading-area, or access approval when required

Missed appointments or customer-requested rescheduling may result in additional carrier fees.

7. Address Accuracy and Property Access

Customers are responsible for providing a complete and accurate shipping address at checkout.

Address changes cannot be guaranteed after an order enters processing. Address-correction, rerouting, redelivery, or storage fees caused by incorrect customer information may be charged to the customer.

Before ordering, customers should confirm that:

  • The delivery vehicle can safely access the property

  • The product fits through doors, hallways, stairways, and elevators

  • Any building delivery requirements have been arranged

  • Someone is available to receive the shipment when required

Toneloom is not responsible for failed delivery caused by inaccurate measurements, restricted access, incorrect addresses, or customer unavailability.

8. Delivery Delays

Delays may occur because of:

  • Severe weather

  • Carrier disruptions

  • Public holidays

  • Freight congestion

  • Road closures

  • Delivery appointment availability

  • Customs or logistical delays

  • Other events outside Toneloom’s reasonable control

Toneloom will make reasonable efforts to provide updated information when a substantial delay becomes known.

A shipment delay does not automatically qualify an order for cancellation or refund while the shipment remains in active transit.

If a shipment appears lost or undeliverable, Toneloom will work with the carrier to investigate and provide an appropriate resolution.

9. Damaged, Missing, or Incorrect Items

Customers must inspect the product and packaging promptly after delivery.

Requirement Details
Reporting Window Within 48 hours of delivery
Contact Email support@toneloom.com
Required Evidence Order number, product photos, packaging photos, shipping-label photos, and a description of the issue
Confirmed Return Shipping Cost Covered by Toneloom
Restocking Fee None

If the outer packaging is visibly damaged, take clear photos of the packaging and shipping label before refusing or accepting the delivery.

Once a reported issue is confirmed, Toneloom may provide:

  • Replacement parts

  • A replacement product

  • A partial refund

  • A full refund

  • An approved return at Toneloom’s expense

Missing parts or hardware confirmed by Toneloom will be shipped free of charge.

Claims submitted more than 48 hours after delivery may still be reviewed, but the customer may be responsible for related shipping costs if Toneloom can no longer file a carrier claim.

10. Failed or Refused Deliveries

Situation Handling
Incorrect or incomplete customer address Address-correction, redelivery, storage, or return freight charges may apply
Missed delivery appointment Redelivery or storage fees may apply
Inaccessible delivery location Alternative arrangements or additional carrier fees may apply
Customer refuses delivery without approval Treated as a customer-responsible return
Product does not fit through the delivery path Treated as a customer-responsible return
Shipment returned because of a customer-related issue Refund processed after inspection and applicable deductions

An unauthorized refusal or failed delivery caused by the customer may result in deduction of:

  • A 15% restocking fee

  • Actual return freight

  • Storage fees

  • Redelivery fees

  • Address-correction or rerouting fees

Refusing a delivery does not automatically cancel the order or guarantee a full refund.

11. Shipping Changes and Cancellations

Orders may be canceled free of charge within 48 hours after purchase.

Cancellation requests submitted after 48 hours depend on the order’s processing and fulfillment status.

Orders that have already been dispatched or shipped cannot be canceled directly. After delivery, an eligible return may be requested under the Return and Refund Policy.

Custom orders cannot be canceled after production begins.

To request a shipping-address change or cancellation, contact support@toneloom.com. A request is not approved until Toneloom confirms it in writing.

12. Company and Contact Information

Information Details
Brand Name Toneloom
Operating Company Changsha Yanjia Network Technology Co., Ltd.
Business Address Room 1319, 13th Floor, Headquarters Building, Zhongdian Software Park, 39 Jianshan Road, High-Tech Zone, Changsha, Hunan, China, 410000
U.S. Fulfillment Warehouse 915 Secaucus Rd, Secaucus, NJ 07094, United States
Customer Service Email support@toneloom.com
Trade Email trade@toneloom.com
Customer Service Phone +1 209 685 3004
Customer Service Hours Monday–Friday, 9:00 AM–6:00 PM (GMT+8)
Order Cut-off Time 14:00 (GMT-08:00), Monday through Friday

Last Updated: August 2026