FAQ
PAYMENT
WHAT PAYMENT METHODS DO YOU ACCEPT?
You can use all the main Credit Cards and PayPal in our store.
HOW SECURE IS MY PERSONAL INFORMATION?
The Toart adheres to the highest industry standards to protect your personal information with the best security solutions.
Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), which is widely used on the internet for processing payments safely.
ORDER TRACKING
MY TRACKING NUMBER IS NOT WORKING
90% of our orders have a tracking number available. However, it's possible that your order doesn't have a tracking number. Please contact us at support@toart.org in case you need to know more about your shipment which doesn't have a tracking code and we'll do our best to get you some information about it!
You will receive your tracking number by email within a few days of your order. You can then track your order using the code on our Track Order page.
Please make sure you've inserted your code correctly, the best way to do this is by using copy and paste.
HOW DO I KNOW IF MY ORDER HAVE BEEN SHIPPED OUT?
When your items have been dispatched, we will send a notification email to your registered email address and to the phone number you used at checkout. The tracking number is normally available within the next few days of dispatch.
You can also check our online order tracking page.
THE TRACKING SITE SAYS DELIVERED BUT I HAVEN'T RECEIVED MY PACKAGE YET
Sometimes postal tracking services mark an order as delivered when it has reached your local post office, even though you have not yet received your package. In this case, please wait a few more days for your postal service to deliver the package to your home or contact your local post office as they may hold the item for you.
SHIPPING & DELIVERY
DO YOU SHIP INTERNATIONALLY?
Nowadays we ship only EU countries, but we do not exclude that other areas will be added in the future.
Everything is a matter of demand.
HOW LONG DOES IT TAKE FOR MY ORDER TO SHIP OUT?
All items are subject to a handling period before they are dispatched.
99% of orders leave the warehouse within 2-4 days of payment.
We will notify you by email when your items have been shipped.
MY ORDER DID NOT ARRIVE ON TIME, WHAT SHOULD I DO?
If for any reason whatsoever your items do not arrive within 30 business days from the purchase date, please contact support@toart.org
HOW LONG DOES SHIPPING TAKE?
In most European countries the delivery time is approximately 5-10 working days. A working day is defined as Monday to Friday. All orders will be dispatched from our warehouse once they are created. For more information, please see the shipping information. In some cases, delivery times may be extended due to things beyond our control, such as public holidays or strikes.
HOW IS THE PACKAGE BEING DELIVERED?
This depends on where you live and which product you order. The package will be delivered to your home, mailbox, porch or local post office with a notice left in your mailbox.
Most orders will be available for pickup from your local post office once you receive a notice letter in your mailbox. This also happens if the mailman has tried to deliver the package to your home but no one was there to accept it and it couldn't be left anywhere safe.
HOW MUCH DO YOU CHARGE FOR SHIPPING?
8,55 € and from 89,00 € free to surrounding countries:(Germany, Austria, Poland and Slovakia)
14,55 € and from 99,00 € free for the rest of the Union
FROM WHERE IS MY PACKAGE BEING SHIPPED FROM?
Our warehouse and workshop are located in the Czech Republic.
RETURNS & REFUNDS
WHAT IF I RECEIVE A DAMAGED / FAULTY PRODUCT?
If you have received a damaged or faulty product, please send us a photographic, or video proof of the damage and we will send you a new item right away (free, of course) or money back.
AFTER PURCHASE
I'VE PUT THE WRONG SHIPPING ADDRESS / CHOSE THE WRONG VARIANT! CAN I CHANGE?
If this happens to you, email us at support@toart.org as soon as possible we'll try to help in any case because most products are produced after the order has been taken, therefore it is possible to make certain changes until the product has been manufactured. If your order has already entered the shipping process, we won't be able to stop it. Please note: if we can't cancel the order, we won't do a refund if you ordered your products to the wrong address.
CAN I CHANGE MY SHIPPING ADDRESS?
If you need to make any changes to your shipping address, please contact our Customer Service as soon as possible after you've placed your order.
Please ensure that all the information you have provided is correct before submitting your order to prevent losses in the mail or other mishaps from happening.
NOTE: To all customers who provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels for example if you moved out of the address you provided us.