FAQs
Shipping
When will my order be dispatched?
We strive to process orders swiftly and efficiently, typically within 2 business days. However, in certain circumstances such as holidays, promotional events, or unforeseen factors, order processing may take longer. Rest assured that we are committed to completing and dispatching your order as promptly as possible. In the event of any exceptional delays, we will provide updates on our website and communicate them via email. Your satisfaction is our priority, and we appreciate your understanding and patience during such situations.
Where can I find delivery information?
After the order is shipped, we will send you a tracking number email, and you can make an immediate query based on the tracking number.
How can I track my order?
You can check the logistics transportation track by entering the tracking number on the carrier's official website.
Payments
How do I know if my payment has been received?
Upon successful receipt of your payment, we will promptly send you an email notification confirming your order. This email will serve as proof of your purchase and include essential details regarding your order. If, for any reason, you do not receive this notification email, kindly reach out to us at hello@onetose.com . Our dedicated support team will be more than happy to assist you and ensure that you are informed about the status of your order. Your satisfaction is our priority, and we are here to provide you with a seamless shopping experience.
What payment methods do you accept?
We accept Paypal, VISA, Mastercard, American Express, Discover Card.
Returns & Refunds
Can I cancel or adjust my order?
Please note that you have a 12-hour window to cancel your order from the time it is placed. We kindly request that any cancellation requests be made within this timeframe to allow us to accommodate your request. Once this 12-hour period has elapsed, we initiate the processing and preparation of your order for shipment. Unfortunately, after this point, we are unable to cancel orders.
How long does the refund take?
Once we receive your item, a refund is initiated immediately. All major credit card providers generally take 5-7 business days to process your refund before it appears in your bank account.
How do I make changes to an order I’ve already placed?
The best way to change your order is to contact our support or simply give us a call during our business hours. If an order is shipped, we won't be able to make any changes to your order and you would need to place a new order.
What is the return policy?
We offer 30-Day Money-Back Guarantee Return Policy. If you are not happy with your purchase and wish to return an item, please contact us via email or phone call within 30 days of receiving your order to be eligible for a full or partial refund (if applicable).
For Order Return inquiries, please email hello@onetose.com . Our customer support team strives to respond to all inquiries within 12 hours during our regular business hours, which are Mon-Fri 9 am-5 pm (EST).