Shipping, Billing and Returns
Where are your products shipped from?
We have print facilities in the US, Canada and the UK. Not all items can be printed at all locations, so your order might be split and delivered in multiple shipments.
Which countries do you ship to?
Most countries in the world! There’s a full list on our ‘shopping basket’ page.
How much shipping will I have to pay?
It’s all calculated in a devilishly complicated way depending on where you are, and where each of the items you ordered needs to be shipped from. Frankly, it makes our heads hurt. Luckily, it’s all calculated automatically once you’ve entered your shipping address.
How are items sent?
Items are shipped with USPS in the US and the Royal Mail in the UK. We will occasionally use couriers for high-value items or bulky orders.
Will I have to pay import duty if I’m outside the US, UK and Canada?
In most countries, low-value items such as t-shirts are exempt from import duty, but we’re not responsible for decisions made by your local customs office so it’s best to check with them.
Within Europe, no import duty will be payable.
How long will it take for my order to arrive?
Our products are individually printed to order, so shipping isn’t instant. We process orders within 5-7 business days, then it will normally take 2-3 days for them to reach you by domestic shipping. If there are delays (like a certain size or color being out of stock with our suppliers), we’ll let you know within 7 business days of your order.
What if my order doesn’t arrive?
Please forward your order reference number to email@example.com and we’ll look into it for you. We can’t check on the status of orders placed less than 21 days ago.
Is it safe to order from Toto?
Yes! We use Paypal to take payment, so we never have to see or store any of your financial details.
Which currency will I be billed in?
You will be billed in US Dollars. You can view prices in other currencies in the shop using our realtime exchange rate feed, and Paypal will show you the equivalent amount in your own currency, but you will always be billed in US Dollars.
What are my rights when it comes to returning a product?
If you’re not happy with your purchase for any reason, you can return it to us within 28 days of receipt for a full refund or replacement – we only ask that it’s in the same condition as when you received it.
Under our terms of sale, when you receive the goods you have them ‘on approval’ for 28 days before they become your property: this means that returning the product during this time counts as a cancellation of your order, and we’ll refund/exchange it without quibbling.
The refund we offer will cover the postage cost we originally charged you (or part of it if you’re returning one item from an order that included several), but unfortunately we can’t refund the cost of you returning the item to us.
How do I return a product to you?
There are two steps:
1. Fill in our returns and exchange form here
, print it out, and send it back to us along with the item you’re returning. Please don’t send an item back without a returns form or we’ll have no idea what we’re meant to do with it! You might want to send it by recorded delivery, because if the returned item never reaches us there’s not much we can do.
2. Email firstname.lastname@example.org, attaching the returns form you just filled out.
That way we'll be able to tie up your email with your package when it arrives, and either process your refund or send you a replacement.
If we're refunding you, we'll send the money back to the same Paypal account you paid from.
What format are audio products sold in?
Individual tracks are sold as MP3s, and collections of tracks are sold as ZIP files. Your operating system will probably have the capability to extract ZIP files built in, but if not you can use a free tool like 7Zip.
What if the file is corrupted, or not what it’s meant to be?
In this case, please contact us with your order reference number and we’ll talk to the seller to sort it out.
What if I delete the file by mistake once I’ve bought it?
If you have a Toto account, you can log in to manage all the products you’ve downloaded. You can request new download codes to make sure you can always get a new copy of any audio products you’ve bought.