Shipping policy

Shipping Policy

Trade Name: Tovsen Contact Phone: 9072658547 Support Email: Help@tovsen.store Business Address: 225 Avenue T, Brooklyn NY 11223, United States Effective Date: June 2026

1. Order Processing & Dispatch Time Rules

All orders placed on the official Tovsen online store will undergo full fulfilment procedures including payment verification, stock confirmation, product picking, pre-delivery quality inspection and professional shockproof packaging after successful payment confirmation. Our fulfilment team operates Monday to Friday, excluding U.S. federal public holidays, weekends and temporary operational suspensions caused by force majeure events.
All in-stock standard products will be dispatched within 24–48 business hours after payment clearance. Orders completed on weekends or U.S. federal holidays will begin processing on the next working day, and the 24–48 hour dispatch timeline will restart accordingly.
For temporarily out-of-stock items, supplier restock delays or bulk pre-order orders, our customer service team will send a formal notification email via Help@tovsen.store within 2 business days, providing three optional solutions for buyers: wait for full shipment after restocking, split delivery of available items with backordered products shipped separately later, or unconditional full order refund with zero deductions. No substitute goods or partial parcels will be delivered without the buyer’s written consent.
Customized, engraved and made-to-order products require additional dedicated production time. The extended processing cycle will be clearly displayed on each corresponding product page for pre-purchase customer reference.

2. Delivery Regions & Global Standard Transit Period

After parcels are scanned and handed over to our cooperative logistics carriers, the unified global standard transit time is 9–21 business days, covering the contiguous United States, Alaska, Hawaii, U.S. territories, Canada, all EU/EEA member states, United Kingdom, Australia and other international regions worldwide.
The 9–21 business days delivery window is an estimated reference value only and does not constitute a legally binding guaranteed delivery time. Delivery delays may occur due to customs random inspections, holiday shopping peak seasons, local public holidays, carrier labor strikes, extreme weather, cross-border policy adjustments and other objective uncontrollable factors. Tovsen shall not be liable for any compensation caused by such unavoidable delays.

3. Shipping Fee Calculation & Free Shipping Threshold

All shipping fees are automatically calculated by the system at checkout based on three core factors: total packaged weight of ordered goods, recipient delivery region/country, and selected shipping service type. All displayed freight charges include standard protective packaging costs without any hidden surcharges after payment.
Free standard shipping is not available for international orders under regular sales rules. Limited-time global free shipping promotional activities will be prominently displayed on the website homepage, product banners and checkout page with clear valid periods. All shipping discount codes and promotional vouchers shall be used strictly in accordance with the official release terms.

4. Import Duties, Taxes & Customs Liability Statement

1. Shipments delivered within the United States will not generate cross-border import duties. Applicable sales tax will be calculated and collected at checkout in compliance with New York state and U.S. federal tax regulations.
2. For all Canadian, European, and other international cross-border orders, all destination country import duties, local VAT, customs clearance fees, commodity inspection charges and any supplementary fines incurred during customs clearance procedures shall be fully borne by the receiving buyer.
It is the buyer’s sole obligation to understand local commodity import restrictions, tax standards and entry regulations before placing orders. If parcels are detained, fined or refused entry by local customs due to local legal restrictions, product non-compliance or insufficient buyer-provided documents, all resulting storage fees, return shipping costs and goods forfeiture losses shall be undertaken by the purchaser. Tovsen assumes no financial compensation liability for losses caused by destination customs intervention.

5. Claim Process for Damaged, Lost or Shortage Parcels

5.1 Damaged Goods Claims

Customers must inspect the outer packaging immediately upon courier delivery. Obvious packaging damage such as crushing, water soaking or tearing entitles buyers to refuse on-site signature and return the parcel to the courier directly.
For parcels already signed for with hidden product damage after unpacking, buyers must collect complete evidence including full original packaging photos, detailed damaged product close-ups and tracking label screenshots, and submit a formal claim via Help@tovsen.store within 7 calendar days of the system-marked delivery date. Our team will verify evidence within 3–5 business days and provide two solutions: free identical replacement reshipment or full/proportional refund based on damaged product value. Claims submitted beyond the 7-day window will be rejected due to unverifiable damage causality.

5.2 Lost-in-Transit Claims

If parcel tracking remains unchanged for an abnormally long time, customers may submit a lost parcel inquiry via official email. We will initiate official carrier investigation procedures. Carriers generally require 15–30 business days to issue formal loss confirmation. After obtaining official loss certification, customers may choose either free full order reshipment or unconditional full refund. Premature refunds or replacements are not available before carrier loss verification.

5.3 Quantity Shortage Claims

For missing items after unpacking, buyers must provide complete uninterrupted unpacking video and official courier weight certification within 5 business days after delivery confirmation. We will cross-check warehouse picking records, pre-shipment QC logs and carrier loading manifests to confirm liability. Verified shortages will be resolved by free supplementary delivery or proportional refund of missing item value.

6. Undeliverable, Misaddressed & Refused Parcels Handling

Buyers are fully responsible for submitting accurate recipient names, detailed delivery addresses, valid contact numbers and correct zip codes during checkout.
Parcels returned to our Brooklyn warehouse due to buyer errors including incorrect address information, unreachable contacts, voluntary unreasonable refusal of delivery or long-term recipient absence will incur deduction of original outbound freight plus round-trip return shipping fees from refunds. Secondary re-delivery requires customers to pay a new full shipping fee.
If parcel return is caused solely by our warehouse picking or address entry errors, Tovsen will bear all freight costs and provide free re-delivery immediately after error confirmation.

7. 30-Day Return & Refund Shipping Supplementary Clause

We implement a unified 30-day return window compliant with U.S. consumer protection regulations, calculated from the carrier’s official delivery scan date:
1. Return applications must be submitted via Help@tovsen.store within 30 calendar days after delivery; overdue requests will be rejected.
2. Returned items must be unused, unwashed, intact with original packaging, brand tags and complete accessories. Customized products, clearance final-sale goods and hygiene-sensitive items are non-returnable and non-refundable.
3. Buyers bear all return shipping fees, except for returns caused by our delivery errors, wrong item shipment or confirmed factory quality defects.
4. After warehouse inspection of returned goods, refunds will be processed to the original payment channel within 3–7 business days. Partial deductions apply for returned items with obvious wear, damage or missing accessories.

8. Force Majeure Liability Exemption

Tovsen shall be exempt from contract breach liability and delay compensation obligations for shipment delays, suspended dispatch, stock shortages and logistics interruptions caused by unforeseeable and uncontrollable force majeure events, including natural disasters, extreme weather alerts, cross-border customs policy changes, large-scale carrier strikes, public health lockdowns, temporary port/airport closures and all mandatory government regulatory measures. Large-scale logistics disruption notifications will be posted on the website homepage in real time.

9. Policy Revision & Final Interpretation

Tovsen reserves the unilateral right to revise, supplement and update this Shipping Policy to adapt to U.S. domestic transportation regulations, international cross-border logistics rules and business operation adjustments. All revised clauses take immediate effect upon publication on the official website policy page without separate individual notifications. Continued website browsing and order placement after policy updates constitutes acceptance of the latest revised terms. The final interpretation right of all shipping policy provisions belongs exclusively to Tovsen.