Frequently asked questions
Do not hesitate to contact us at firstname.lastname@example.org by demonstrating adequate proof of wrong/missing/faulty items within 3 days after you receive your parcel. Should you be eligible for a replacement, we will start manufacturing your replacement order and ship it to you completely free of charge. You don't have to send it back to us :) All we'd need is a clear picture evidence of the faulty item. We do not accept returns, but we can issue refunds (on a case to case basis). After 7 days hence since the parcel is successfully delivered, we will not be able to handle any issues with your order. Please refer to our refund policy for more information.
We totally understand that it's highly frustrating not to receive the orders on time. You might have ordered it for a special occasion or you simply don't like waiting. Our orders are delivered from one of the many factories in the United States, and may be delayed depending on the order demand and design availability. We usually ship the orders from our factory within 2-3 days of receiving it. And it takes up to 10-12 days by our shipping partners to make your order reach you. But, in some cases it might be delayed due to USPS or Covid issues. Every post office can't accommodate packages after a certain limit, hence the delays are caused. We'd really appreciate it if you wait for your order for a few more days. We'll always be there to assist you and let you know about your order status. It gets very difficult for us to cancel the order after it leaves our factory. So once it leaves our factory, be assured it will reach you :) Feel free to contact email@example.com if you face any issues due to the delivery time. We'll be more than happy to assist you.
If you've received the wrong size, please check the order you have placed with us. We've seen in most of the cases that the wrong color/size is selected mistakenly by our customers when they place the order. In cases like these, where you have slipped in selecting the correct size, as a goodwill gesture to you, we will be happy to offer you a chance to rectify your faux pas, by giving up to 50% discount on the listed price plus $5.95 shipping on this repeat order. If you ordered the right size, but still got the wrong one, we'll be more than happy to send you a free reshipment :) Just let us know the details and share with us a clear picture of it and we'll be there to get it done for you.
We do not accept returns for change of mind, which includes returning t-shirts for a different size. We provide an accurate sizing chart link on each t-shirt product page. Please use this to choose the correct for you before purchase. Therefore, the orders can't be cancelled after 2 hours of placing them, because we send them into production and after this time frame, our system can no longer process your modification request.
We are very sorry to hear that you are unhappy with the item you received. Unfortunately, we are unable to accept returns/exchanges at the moment unless you receive a wrong order or damaged product. However, we sincerely wish to improve your shopping experience with TomatoLi. Please contact us at firstname.lastname@example.org with the problem, so that we can help work things out in the best way for you. For the best experience, we suggest reading the product description and size chart carefully before placing an order.
Since we print the order on demand and we have a large assortment of products not stocked in house, when you order multiple items at a time, they may be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once, they are on their way.
Yes, we will be releasing more styles and products weekly! Be sure to visit us at tomatoli.com
We print on the finest, softest, comfiest tees using premium cotton with lume combed and ringspun cotton
We use a world class infrastructure for screen printing, DTG and sublimation . The style of printing is determined by the product you purchased. Our primary print style is Direct to Garment (DTG), which is a method where the printer directly applies ink onto the t-shirt with inkjet technology. Understanding DTG Printing: It involves a special printer, which prints the ink directly onto the garment for the design. DTG uses specialty inks, which are absorbed by the fibers of the garment. This allows high quality and colorful designs, plus fast turnaround.
Right now we ship only in US. Yes, in the coming future, we will start shipping Worldwide! Unfortunately, we will still not ship to these locations - Cayman Islands, Cuba, Dominica, French Guiana, French Polynesia, Guadalupe, Honduras, Iran, Libya, Martinique, Mauritius, New Caledonia, North Korea, Nicaragua, Reunion, Somalia, Sudan, Syria, Trinidad and Tobago, Turkmenistan, and Yemen.
Once you place your order, there will be a 1-4 day processing period followed by a 7-18 day shipping period. In total, it can take anywhere from 1-3 weeks for you to receive your items. Shipment times vary per order, please bear with us. Don't hesitate to email us on email@example.com if you have any questions regarding your shipment, along with the order number.
If after placing the order, you have not received order confirmation mail or other mails from us, please check spam or promotion folder of your mail box, as some times various e-mail providers like gmail or yahoo or outlook mistakenly categorize them under spam or promotion. Please whitelist the domain tomatoli.com so that you can receive timely communication from us. Sometimes, due to your mailbox being full, the incoming mails are rejected by your mail server. Please empty you inbox and create space. If still you do not find any order confirmation mail from us, please drop a message to us at firstname.lastname@example.org, mentioning the payment mode, email id you have used to place the order and the name of the product you have purchased.
Yes, of course! All orders include tracking ID after the order has been processed (1- 4 days). Email: email@example.com with your order number if you are missing a tracking ID and we will send you one at our soonest convenience. Please note that the order number is not your tracking number.
We ship orders though USPS and shipments can be tracked here by entering the right tracking ID received in your email.
Tracking information may not be updated immediately in several cases, especially with registered airmail shipments. However, please rest assured your item is on its way. Here are some of the reasons why tracking information has not been available yet:
- There may be delays between the scanning events and the website's updates. Once we have shipped the item, the tracking status will take a few days to be updated by the shipping carrier. Therefore, please be patient for a few more days and try again later.
- The package may not be scanned until it reaches the regional hub near the destination.
- The package is in transit between the origin and the destination country. The tracking information should pick up again once your packages reach your local country. Some shipments are not track-able, for example, flat rate shipping.
- Please note that most parcels will be received within 15-25 business days after the shipment date.
- The delivery time frame is valid regardless of the tracking information's availability online.
- Please note that the delivery of international orders will be taken longer so please be patient. If your tracking status has not been updated for over 10 days, please contact us via firstname.lastname@example.org and we will assist you.
Please check with your neighbors and anyone else living at your address to see if it was delivered to them on accident. Also check around your home to see if it was possibly left at an alternative location. Sometimes USPS marks items as delivered before they have been handed off due to budget or space constraints. We ask kindly that you wait at least another 2 more business days to see if it gets delivered soon. Finally, if neither of those result in your package showing up, please take your tracking number to your local post office and ask them where it could be. They will be able to tell you whether it was delivered to the wrong address accidentally or if it was actually delivered to your address. If you’re unable to locate your package after all of these steps have been exhausted, please open a missing mail search with local USPS post office. More details on the process can be found here. This could take 2-3+ weeks to complete, but the post office will be able to confirm if your package was delivered to your address or not as USPS ties their GPS coordinates to the delivery scan of their package. Unfortunately, if the package is still not found, it would be most probably a case of mail theft/porch pirates. If you believe your package was stolen, please file a police report. To avoid any such issues in future, you may refer to this helpful article by USPS
If you provide us with a wrong address and the shipment has not been sent out please email us at email@example.com & we will change it to the correct address. If our system has recorded your wrong shipping address and it can no longer be modified, you might need to track your order regularly for status update. In the very likely case that the parcel has arrived at your local post office, you can request them to deliver your order to the correct address. Otherwise, we unfortunately cannot issue a refund for lost orders with incorrect or incomplete shipping address provided during the checkout process. Please make sure to double check your mailing address before placing an order. For orders shipped to the wrong address due to a customer inputting the incorrect address, we are not responsible if your order gets delivered to the wrong address or returned to the sender (as all of the items would be donated right after they come back to our warehouse). Customers must cover the cost of ordering replacement items. However, in the case, the order has not been sent for processing, we will cancel the order and initiate a refund. Please re-order with correct details.
We currently accept both PayPal and credit card payments! You do not need a PayPal account to pay. We do not accept the following methods of payment:
- Personal checks
- Money orders
- Direct bank transfers
- Cash on delivery
Some times due to excess traffic on the internet, PayPal is not able to answer web queries on payments. Please try again in a little while. If the payment is still not accepted, please check your account balance at PayPal first (if paying through your PayPal account balance). If your account balance is as it should be, but you still can't make the payment, please contact firstname.lastname@example.org and notify us about the problem. If paying through card as a guest on PayPal page, please check and confirm if your card is indeed in working condition (check from the issuing bank) and that you filled in the correct card details. Still having issues, please share the announcement error from our website when checking out (screenshot of notification). Please refer to our payments page for more details
Some of the possible reasons are:
- Cart is empty
- Credit/Debit card declined by bank
- Prepaid/Gift card was used as an attempt for payment method (Both are not accepted)
- Required information during ordering process was incomplete (personal, shipping and payment info)
- Internet browser timed out due to inactivity (Must refresh browser and start over)
We do offer wholesale discounts (if the order value in one order is >= $150, it will qualify as a wholesale order). On orders above $150 there is an automatic discount of 10% on check out.
Ordering process consists of a simple 4 quick step -
- Select your favorite items and add them to cart
- Enter your billing and shipping information
- Select payment method
Our customers feedback that some bank cards may not be authorized to process international transactions. PayPal as a international payment platform allows for all types of international payment but results in charging additional fees. We have seen that some banks have placed a hold on international payments. We do recommend that you get in touch with your bank to understand more, if this is the case with you.
Discount, promo or coupon codes are not applicable to prior, existing or pending orders. Discounts cannot be converted to cash value. Discount codes cannot be used in conjunction to any other promos.
Tax is not included in the price on our website, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office. We are not responsible for delays caused by the customs department in your country. For further details of the charges, please contact your local customs office. We are also not responsible for International taxes and duties, that is the sole responsibility of the customer. In the event of an order exchange, duties and shipping fees will not be refunded. The revised order in the event of an exchange will be considered as a fresh order and will attract duties, levies and shipping fees accordingly.
TomatoLi is all about bringing you unique and specialty items that you won't find anywhere else. So we source items from all over the world, mainly from within diversified US manufacturers. To keep a diverse group of products you will love, we go far and wide to find the best manufacturers designing the coolest stuff.
Sure, no problem! Just email us at email@example.com and we'll get back to you right away.