Straight answers.
No fine print.
Everything you need to know about how we ship, what we charge, and how to make a return — written plainly.
Shipping rates & times
When does my order ship?
All orders are processed and shipped within 5 business days of purchase. Business days are Monday–Friday, excluding U.S. federal holidays. Orders placed on weekends or holidays begin processing the next business day.
Once your order ships, you'll receive a confirmation email with a tracking number so you can follow it to your door.
U.S. domestic shipping rates
| Order type | Order total | Rate |
|---|---|---|
| Retail | Under $150 | Calculated at checkout |
| Retail | $150 and over Free | Free standard shipping |
| Wholesale | Under $500 | Calculated at checkout |
| Wholesale | $500 and over Free | Free standard shipping |
Tracking your order
Every order — retail and wholesale — ships with a tracking number. You'll receive it by email as soon as your package leaves our facility. If you haven't received tracking information within 6 business days of your order, reach out to us and we'll sort it out.
International orders
Where do you ship?
We currently ship to Canada, the UK and Europe, and Australia and New Zealand. If your country isn't listed at checkout, we don't ship there yet — but we're expanding. Sign up for our newsletter to hear when we add new regions.
International shipping rates & times
| Region | Estimated transit | Rate |
|---|---|---|
| Canada | 5–10 business days | Calculated at checkout |
| UK & Europe | 7–14 business days | Calculated at checkout |
| Australia & New Zealand | 10–18 business days | Calculated at checkout |
Duties, taxes & customs
International orders may be subject to import duties, taxes, and customs fees levied by the destination country. These charges are the responsibility of the recipient and are not included in your order total or shipping cost at checkout.
We have no control over customs delays or additional fees — if you're unsure what to expect, we'd suggest checking with your local customs authority before ordering.
Returns & refunds
The short version
If you're not happy with your order, you have 30 days from the date of delivery to return it. Items must be unused, in their original condition, and in original packaging. We'll issue a full refund to your original payment method or store credit — your choice.
How to start a return
Email us within 30 days
Send a note to hello@shoptoggo.com with your order number and the reason for your return. We'll respond within 1–2 business days.
Receive your return label
Return shipping costs are the responsibility of the customer. Return shipping is $8.00 — deducted from your refund once we receive the item.
Pack and drop it off
Repack the item in its original packaging, attach the label, and drop it at any carrier location. Keep your drop-off receipt until the refund is processed.
Refund issued
Once we receive and inspect the item (typically within 3–5 business days of receipt), we'll issue your refund or store credit. Refunds to the original payment method may take an additional 3–7 business days to appear depending on your bank.
Refund options
You can choose between a full refund to your original payment method or store credit for the full order value. Store credit never expires and can be used on any future order.
What can't be returned
Items that show signs of use, damage caused after delivery, or items returned after the 30-day window are not eligible for a refund. If you receive a damaged or defective item, that's a different situation — contact us immediately and we'll make it right.
Replacement or reshipments
If an order is reshipped because of an incorrect address at checkout, that reshipment is final and can't be returned or refunded.
Common questions
If your question isn't here, email us at hello@shoptoggo.com. We respond within 1–2 business days.
Orders can be modified or cancelled within 24 hours of purchase — email us at hello@shoptoggo.com as soon as possible. Once an order has been processed for fulfillment, we can't make changes, but you can return it once it arrives under our standard return policy.
Tracking information can take up to 24 hours to activate after you receive the shipping confirmation email. If it still shows no movement after 48 hours, the carrier may have experienced a scan delay — this is more common with international shipments. If it's been more than 3 business days with no update, reach out and we'll investigate with the carrier.
Email us within 7 days of delivery with your order number and a photo of the damage. We'll send a replacement or issue a full refund — no return required for damaged or defective items. We stand behind what we make.
We don't process direct exchanges. The fastest way to get a different item is to return your original order for a refund or store credit, then place a new order. This ensures the item you want is actually in stock before you commit. Start a return at hello@shoptoggo.com.
No. Store credit issued as part of a return never expires and can be applied to any future order, including new product launches. It lives in your account and is applied automatically at checkout.
Wholesale orders ship free at $500 and above. Return and refund terms for wholesale accounts are handled on a case-by-case basis — please reach out directly to discuss. If you haven't set up a wholesale account yet, email us at hello@shoptoggo.com to get started.
It depends on your country and order total. Import duties and taxes are set by your local customs authority and are not included in your shipping cost. Canada, the UK, and Australia all have de minimis thresholds below which no duties apply — check with your local customs agency if you're unsure. We're unable to predict or cover these charges on your behalf.
Check your spam or promotions folder first. If it's not there, it's possible the email address was entered incorrectly at checkout. Email us with your name and approximate order date and we'll track it down and resend your confirmation.