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I come from the EU, do I need to pay VAT to the Customs?
No, from July 3 2021, the price displaying on the Checkout page is VAT included, you don't need to pay any extra fee on the delivery. Just rest assure and wait for your package.
What is your return policy?
Because our products are custom printed and unique to each campaign, they will only qualify for refund if the product itself is flawed, if the quality of the printing is poor, or if the final product is materially different from the product presented on the site.
You must submit a claim within 15 days of the delivery date.
If there's an issue with your product, please submit a claim through our contact form at https://tobimouse.com/contact-us. You'll need your order number as well as the email address used to place the order. And please attach photos depending on the situation (3 photos in total):
We will use this information to look into a replacement/refund and prevent future errors.
If the buyer does not want to get a replacement and requests for a refund, sending photos (proof) is needed (we may ask to return the product to the return address) and if the buyer failed to prove that the items were defective and therefore rejected the buyer's claims.
Please note that customers are responsible for return shipping rates.
*Not eligible for refund/ replacement
How long does a replacement, refund, or return take to process?
We review claims within 72 business hours. After determining that your order qualifies for a replacement or exchange, you will receive a new order confirmation that will allow you to track the progress of your replacement/exchange. Replacement orders generally take 5 - 10 business days for processing.
Qualified refunds are processed immediately, but it may take 5-10 business days to appear on your statement depending on your method of payment.
If we request that your item is returned to us, we’ll send the exchange or qualified refund your way after receiving your return. Please note that customers are responsible for return shipping rates.
How long will it take to ship my order?
DTG & Screen Print (3-7 business days)
Classic T-shirt, Premium Fit Mens Tee, Premium Fit Ladies Tee, Youth T-shirt, Hooded Sweatshirt, Ladies T-shirt, V-neck T-shirt, Long Sleeve Tee, Crewneck Sweatshirt, Unisex Tank, Ladies Flowy Tank, Classic Long Sleeve Tee, Baseball Tee.
Shipping Times (After shipped)
Peak Times:
Year to year can be different. However, we use these times of the year as our peak times. Please keep in mind that shipping times also play a factor in the overall delivery times for orders.
Redelivery/ Pickup
Once the delivery cannot successfully deliver due to insufficient address or the intended recipient was absent at the time of attempted delivery, the package will be returned to the courier's warehouse. When the package arrives at the warehouse, we will send a notification email. The content of the email including:
*Important: The package will be destroyed, and we shall not be liable for any loss or damage whatsoever, also we shall not accept a refund request in those cases:
What payment methods do you accept?
We currently accept the following forms of payment:
- Paypal
- Credit Cards: We accept Visa, American Express, Mastercard, and Discover
- Debit Cards: We accept debit cards featuring the Mastercard or Visa logo. If you’re paying with a pre-paid debit card, you must register them before using them for online purchases. You can do this by following instructions on the card or contacting their own support teams.
* We also accept international credit cards. Please note that some credit card companies may charge foreign transaction fees when you are making a purchase that is not in their native currency. All such fees are the responsibility of the purchaser.
How secure is my payment?
We take your security very seriously by verifying each transaction with the credit company and processing only those orders if the credit company so authorizes it. In the case of a suspicious or declined transaction, our company may contact you to confirm the validity and ensure your identity or cancel that order with full notification.
On credit/debit cards, CVV verification is required before any order can be completed. Additionally, most credit cards offer buyer protection for online purchases. Please contact them directly for specific details as it may vary from one financial institution to another.
Our website protects your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input at 128-bit strength. This is often symbolized on most web-browsers by a small padlock appearing on the bottom bar of the window and the address of the window changing from https:// to https://, meaning a secure connection. In the event that an order cannot be completed, please contact our Customer Service. If our website cannot establish a secure connection, we will not risk your confidential information (it will not be transmitted).
What is the security code?
Credit and debit cards have a security code located on them to offer additional protection. For most cards it will be a 3-4 digit number located on the back. For American Express cards, look on the front side for a 3-4 digit number.
Is my credit/debit card charged as soon as I order a product?
Yes, your charge is processed immediately. It may show up initially as an authorization on your account, and then, as it is accepted it will show as a charge on your statement.