FAQ
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Shipping Policy
Warranty Policy
Shipping
Where do you ship?
Tolaccea ships to the United States, France, Germany, Italy, Netherlands, Spain, the United Kingdom, Belgium, Ireland, Poland, Sweden, and Turkey.
How much does shipping cost?
Our gennral shipping enjoy free shipping, our expedited shipping costs an additional $4.99.
When will I receive my order?
Deliveries are made on business days. (From Monday to Friday), Orders placed during weekends and holidays will be processed the next available business day.
Please note circumstances out of our control such as natural disasters, holiday delays, etc. may cause shipping delays and postponements. Delivery of products will be subject to the Terms of Service provided by the carrier.
- Process time: 1-2 business days
- Shipping time: 7-10 business days
- Expedited shipping time: 5-7 business days
How do I track my order?
Your tracking number and the express company name will be sent in e-mail immediately after we ship the order out.
If your package is not able to be delivered, it will automatically be returned to us. Email us at service@tolaccea.com to figure out your options for re-delivery!
Can I cancel my order?
We provide 3 days to cancel an order, and we will process the order within 1 day after you place the order.
If you cancel the order before the delivery time, and it is within the time specified by the website for canceling the order, you can cancel the order.
Do I need to pay duties?
Your package may be subject to the customs fees and import duties of the country to which you have your order shipped. The recipient is responsible for all duties and taxes incurred. Tolaccea cannot determine these fees during the checkout process.
Oops, I’ve entered the wrong shipping address!
Please double-check your address upon ordering as our fulfilment team is a separate warehouse and it might be difficult to update the order if it has been processed. Email us at service@tolaccea.com and we will try our best to assist you if your order hasn’t been dispatched yet. If your order is already with the courier, it is best to contact them instead for redirection.
Do you offer in-person pick up?
We currently do not offer office/warehouse pick up. All orders are shipped via courier. Good news! We offer a variety of delivery options.
I haven’t received my order confirmation
Tracking information will be sent via email once dispatched. Sometimes these emails can end up in your junk folder. However, if you still cannot find your order details, please email us with your full name & address and we’ll get back to you.
What if my package is lost?
If your tracking number shows that your order has been delivered, but you haven't received the order, contact the shipping carrier that delivered your order. The carrier may still have your package on the truck or may have mis-delivered the package.Contacting them directly means they'll be able to make arrangements for you to receive your order.
What is your shipping policy?
For order processing and fulfillment, please allow 1-2 business days. Processing and fulfillment time frame applies to all orders, including expedited shipping orders. You will receive a shipping confirmation email as soon as tracking information is available.
Please note, for product launches, restocks, US holidays and promotional periods, please allow up to 5-7 business days for order processing due to our high volume. If you would like to learn more, please check out our Shipping Policy page.
Retrrn & Refund
What is your return policy?
Our policy lasts 45 days. If 45 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. We offer the technical support for lifetime.
Returns (if applicable)
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You can try on your bag, do a test pack, and wear it around the house before returning it, but please don't take it on a trip.
A product is eligible for return if:
- You changed your mind and requested a return within the 45-day return window
- You received the wrong product or colour
- You received a faulty product (Need to be evaluated, please provide photos or videos)
To complete your return, we require your receipt or proof of purchase along with your order number and reason for the return.
Please do not send your purchase back to the manufacturer.
If you wish to return a product, please send it to 35 E Park Dr, Westampton, NJ, 08060
Refund (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Note: If you return part of a bundle. Your refund will be prorated based on which items you return.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at service@tolaccea.com
If you would like to know more, please review our Return Policy.
Can I return part of a bundle?
Yes, you can return part of a bundle. Your refund will be prorated based on which items you return.
Visit our Returns page for more information.
Product
Is this backpack good for hiking or outdoor use?
Yep! The material feels durable and slightly water-resistant, so it holds up well for outdoor trips. It' s got plenty of space, and the straps make it easy to attach extra gear. I' ve used it for both weekend getaways and hiking—super versatile!
What products does Tolaccea have?
We mainly sell travel backpacks, sport duffel bags, and hot and cold therapy products.
Where are Tolaccea products made?
All Tolaccea products are made in China.
Are your products sold in stores?
No, Tolaccea products are not sold in physical stores. However, you may return your bag if it does not fit and falls within our return policy.
Selling directly through our website allows us to provide better service and support without the traditional retail markup.
Is it easy to put or take it off？
Yes! All Tolaccea Ice Pack takes seconds to slide on and off, but our customers describe putting it on as an incredibly refreshing experience.
When you're done, slide it off and store it back in the freezer inside your freezer bag until you're ready to use it again
How long does it take to freeze or heat up?
For cold therapy, store it in the freezer or refrigerator depending on your comfort level. It'll typically take 2 hours to reach the ideal 'frozen' temperature. We recommend leaving it in the freezer/fridge so it's ready to use when needed.
For hot therapy, place it in the microwave at room temperature for as little as 20 seconds and it is ready to help you slip into deep relaxation.
Does this backpack fit as a carry-on for most airlines?
Yep! I've taken it on Delta with no issues—it fits easily in the overhead bin. Just make sure not to overpack if you're flying a budget airline with stricter limits!
Payments
What payment methods do you have?
We offer payment methods such as Visa, Mastercard, Maestro, American Express, JCB, Discover, Diners Club, UnionPay Unionepay, Visa Electron, Cartes Bancaires Bank cards, Paypal, Klarna Clear, etc. You can choose any payment method~
Other
Do you offer any discounts?
Of course, we will send you the discount code via email, please pay attention~
