Common questions
Customer Service Delay in Delivery of Some Products During the Quarantine Period
Due to the current global economic situation caused by the Coronavirus, the logistics of delivering some of our products has been affected due to the reduced operations of our delivery and transport partners worldwide. Therefore, orders placed between February and March may experience delays. Unfortunately, this is a situation beyond our control, as stated in our Shipping and Delivery Policies.
But don't worry, we are doing everything possible to ensure that all orders are delivered as soon as possible. Current news indicates a potential swift recovery in the economy and a return to normal activities.
How long does it take for the payment to be processed?
Payments made by credit card are usually processed instantly, but in some cases, it may take up to 2 business days. Payments made by bank slip or at lottery agencies are processed within 3 business days. All delivery times are calculated from the confirmation of payment.
When will I receive my tracking code?
The tracking code is sent to the email provided during the purchase within 7 business days.
I can't see information in my tracking code?
In some cases, information may take up to 5 business days to be updated in the tracking code. Therefore, just wait for this period, and your information will appear.
Delivery Times How long will it take to receive my order?
All products available in our store are shipped directly from our suppliers abroad (Switzerland, United States, and Asia) to the address provided at the time of purchase. Delivery takes from 10 to 25 business days (on average after the product is shipped), depending on the location. The product is shipped within 7 business days after payment confirmation in our system.
Orders placed via bank slip take 1 to 3 days for payment confirmation in our system.
We guarantee a tracking code for the customer to monitor the progress of their order.
Note: In certain cases, this delivery time may be extended by a few more business days due to delays, strikes, recesses, periods of high demand at the post office, or other situations beyond the control of the store.
Tomeno guarantees the delivery of the order, and we undertake to refund the full amount paid for products that are lost or misplaced during the delivery process. All products are shipped with insurance against loss and free internet tracking; the delivery of your product is 100% guaranteed.
Insured Shipping
"If the product is delayed and not delivered within 60 business days of posting, the full amount paid will be refunded on that date."
Note: You may receive more than one package as your products may come from different suppliers. So, if you receive one product first and another later, rest assured, as this is entirely normal.
Order Tracking
Products will be sent by the Post Office or another carrier, and there will always be a Tracking Code that allows the customer to monitor the progress of the delivery. The store commits to instructing the customer on how to track the products. The code for tracking will be sent to your email as soon as it is available to the store.
The tracking code is provided 3 to 9 business days after the confirmed payment.
The tracking code may take 5 to 10 days to start showing shipping information on the post office website.
How long does it take for my order to be dispatched and for the tracking code to be sent?
We have a period of 7 business days after payment confirmation to send your tracking code. After receiving the tracking code by email, you can use it to track your order on online tracking tools such as 17Track, Muambator, and the Post Office website.
How long does it take for information to appear in the tracking system?
It can take between 5 and 10 business days after the product is shipped for information to start appearing in the system. Therefore, do not worry if you have already received your tracking code and there is no update within this period; the carrier will update it soon.
How do I track my order?
We have a period of 7 business days after payment confirmation to send your tracking code. After receiving the tracking code by email, you can use it to track your order on online tracking tools such as 17Track and Muambator.
You can also track your orders directly on our site with your order number and/or the email address used in the purchase. Just access the link sent to your email and/or WhatsApp.
It can take between 5 and 10 business days for information to start appearing in the system. Therefore, do not worry if you have already received your tracking code and there is no update within this period.
I have received my tracking code, but I am having trouble tracking my order.
Remember, it can take between 5 and 10 business days after the product is shipped for information to start appearing in the system. Therefore, do not worry if you have already received your tracking code and there is no update within this period.
Order Changes I placed an order with the wrong/incomplete address.
Contact us as soon as possible.
Care with Order Addressing The store will ship the products to the address the customer requests. Therefore, to avoid impediments to the delivery of your order, please pay attention when filling out the address where you want to receive your order.
Recipient Absent Make sure there will be someone at the address to receive your products. The Post Office makes three delivery attempts; if there is no one at the address to receive the package in any of the attempts, the package will be taken to the nearest Post Office to the address. In this case, the recipient must pick up the package at the Post Office within 7 consecutive days. If the recipient does not pick up the package, according to Post Office rules, it will be returned to the sender, and a new shipping fee will be required for resending the product.
All details related to delivery attempts, as well as the address of the Post Office where the recipient should pick up the package in case of absence at the address, are recorded in the tracking of the order, which can be followed on the Post Office website using the tracking code provided by the store.
Incorrect or Incomplete Address Tomeno is not responsible for incorrect or incomplete addressing of orders placed in the store. If the addressing is incorrect or incomplete, according to Post Office rules, the package will be returned to the sender, and no further delivery attempts will be made to that address.
If the delivery is not made due to a discrepancy in the address provided by the customer, the customer is not entitled to a refund. A new shipping fee, equivalent to 25% of the total order value (shipping cost + Post Office fee), will be required for resending the product.
I would like to change the model/color of a product in my order.
To offer shorter delivery times, all our orders begin automatic processing after payment confirmation. Therefore, it is not possible to change the model/color of a product after placing an order and making the payment. But don't worry, you can exchange your order or cancel it due to dissatisfaction within 7 days after receiving it. Just remember to follow our guidelines as stated in our return policy and contact us as soon as you have the product in your hands.
Cancellations I would like to cancel an order I haven't received yet.
As soon as your order payment is confirmed, we automatically begin processing it. Therefore, it is not possible to cancel an order without having received it.
But don't worry, you can exchange your order or cancel it due to dissatisfaction within 7 days after receiving it. Just remember to follow our guidelines as stated in our return policy and contact us as soon as you have the product in your hands.
Exchanges and Refunds
I would like to cancel/change/receive a refund for an order I have already received.
We have a return policy for dissatisfaction that lasts for 7 days from the receipt of the product and 30 days in case there is a problem with the product. If you are not satisfied with your product, just follow all the guidelines in our return policy, con
My product came damaged, and I would like to exchange it.
tact us, and send the product back to receive a new one or a refund.
We have a defect exchange policy that lasts for 7 days from the receipt of the product. If you are not satisfied with your product, just follow all the guidelines in our return policy, contact us, and send the product back to receive a new one.
I am not satisfied with my product and would like to receive a refund.
We have a return policy for dissatisfaction that lasts for 7 days from the receipt of the product. If you are not satisfied with your product, just follow all the guidelines in our return policy, contact us, and send the product back to receive a refund.