Tongs.com – Shipping and Return Policy
SHIPPING POLICY
You can trust that your order will be processed as quickly as possible and carefully prepared for shipment.
When completing your order, you will be asked to acknowledge that our normal processing time is 3–5 business days, excluding weekends and holidays. We make every effort to process and ship orders as quickly as possible, and whenever possible, we try to ship orders the same day they are received.
Please understand that the 3–5 business day processing time is an estimate and is separate from the shipping time associated with the shipping method you select. Processing time may be added to the transit time of your selected shipping method.
For example, if you select 2-Day Air and your order ships on a Friday, the carrier generally does not count Saturday, Sunday, or holidays as business days. Monday would be considered Day 1 and Tuesday would be Day 2, with Tuesday being the expected delivery day.
Similarly, if you select Next-Day Air and your order ships on a Friday, the expected delivery would generally be the following Monday, assuming Monday is a business day.
We ship throughout the United States and internationally using UPS, USPS, and other available shipping services. Shipping options and estimated delivery dates will be presented during the ordering process based on the shipping method selected and the destination.
Please note that carrier delivery dates are estimates and are not guaranteed by Tongs.com. Once an order has been shipped, delays caused by the shipping carrier are outside of our control.
Time-Sensitive Orders
If your order is time-sensitive, please indicate this in the Notes or Comments section of your order. We also recommend sending an email to info@tongs.com with your order number and the date you need the order.
For urgent orders, please call 816-537-4444 to discuss your requirements with us.
We will make every reasonable effort to accommodate time-sensitive orders and get them shipped as quickly as possible.
Shipping Charges
Shipping charges are based on the weight and dimensions of your order, destination, and shipping method selected. Applicable sales tax is separate.
Please carefully review your billing and shipping addressesbefore submitting your order. If an order is shipped to an incorrect address because an incorrect address was provided by the customer, the customer will be responsible for any additional shipping charges required to correct the delivery.
Damaged Shipments
If you believe your shipment has been damaged upon arrival, please contact us immediately and no later than 2 business days after delivery.
To allow us to properly document the damage and file a claim with the shipping carrier, please provide the following:
- A clear photograph of the shipping label
- Multiple photographs of the shipping box, including all sides and any visible damage
- Multiple clear photographs of the damaged items
- Any additional photographs that may help show how the items were damaged during shipment
Please send the photographs to info@tongs.com along with your order number and a brief description of the damage.
Providing this information promptly is required for us to process a damage claim with the shipping carrier and, when appropriate, arrange for a replacement shipment as quickly as possible.
Please do not discard the damaged packaging or shipping materials until we have advised you that they are no longer needed. The shipping carrier may require the packaging and damaged items for inspection when processing a claim.
International Orders
Some products may not be available for shipment to certain international destinations. If you are interested in placing an international order and have questions about whether a particular product can be shipped to your country, please contact us at info@tongs.com or through our Contact Us page.
International shipping can be expensive. The shipping charge paid to Tongs.com covers the shipping service selected for your order. Any duties, customs fees, taxes, brokerage fees, or other charges imposed by the destination country are the responsibility of the customer.
If an international shipment is refused by the recipient or cannot be delivered because the recipient refuses to accept the shipment, the shipping carrier may consider the shipment abandoned and may dispose of or return the shipment according to its policies.
If an international order is refused or abandoned, the customer remains responsible for the full order amount and any applicable shipping or return charges. A refund will not be issued for an order that is refused or abandoned because of the customer’s failure to accept the shipment.
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RETURN, EXCHANGE AND CANCELLATION POLICY
Our goal is to ensure your complete satisfaction with your purchase.
Returns and Exchanges
If you are dissatisfied with your order for any reason, you may request to return the item for a refund or exchange, subject to the following conditions.
Items returned within 15 days of the original purchase datemay be eligible for a refund or exchange. Approved refunds will be issued for the purchase price of the returned item, excluding original shipping charges, using the original payment method.
Return shipping costs are the responsibility of the customer, unless the return is the result of an error on our part or another situation specifically approved by Tongs.com.
To be eligible for a return or exchange:
- The item must be returned within 15 days of the original purchase date.
- The item and packaging must be received in new, unused, and resalable condition.
- The original manufacturer’s packaging must not be damaged.
- The package must include all original items, manuals, accessories, and other materials that were included with the purchase.
- A Return Authorization Number (RA Number) must be obtained from Tongs.com before the item is returned and clearly marked on the outside of the return package.
- The return package must include a copy of the original invoice or sales receipt.
Tongs.com reserves the right to charge a 15%–50% restocking fee or refuse a return if the above conditions are not met.
Return Authorization
Please do not return an item without first contacting Tongs.com.
Before returning a package, contact us to obtain a Return Authorization Number (RA Number). The RA Number must be clearly marked on the outside of the return package.
You may contact us at:
Phone: 816-537-4444
Email: info@tongs.com
Please ship authorized returns using a prepaid, insured, and traceable shipping method.
Damaged or Missing Items
Any claim involving damaged items or missing items must be reported to Tongs.com within 2 business days of delivery.
For damaged shipments, please follow the Damaged Shipmentsprocedure above and provide photographs of the shipping label, packaging, and damaged items.
Failure to report damage or missing items within the required time period may prevent us from filing a claim with the shipping carrier.
Cancellations
If you would like to cancel your order, you may do so provided the order has not yet shipped.
Once an order has shipped, it cannot be canceled. However, you may request to return the item in accordance with our Return Policy above.
Return Address
MIDWEST TONGS, INC.
14505 S Harris Rd
Greenwood, MO 64034
Phone: 816-537-4444
Email: info@tongs.com
