Shipping Policy

Last updated: 29 June 2026

We want your Tonee order to reach you quickly and safely. Here's everything you need to know about processing, delivery, and what happens if something goes wrong.

At a glance

  • Orders are processed in 1–3 business days
  • US delivery: 3–6 business days after dispatch
  • UK delivery: 7–12 business days after dispatch
  • Everywhere else: usually 7–15 business days after dispatch
  • Free shipping to most destinations
  • Optional Shipping Protection available in your cart

1. Order processing

Orders are processed within 1–3 business days of being placed. You'll receive a confirmation with tracking once your order is dispatched. If you haven't received a dispatch notification within 7 business days, email us at hello@toneeskin.com and we'll look into it.

2. Delivery times

Delivery times are estimates from the date of dispatch (DOD), not the order date:

  • United States: 3–6 business days
  • United Kingdom: 7–12 business days
  • All other countries: usually 7–15 business days, unless a different time is stated at checkout

Some destinations have specific delivery windows and shipping methods — where that's the case, your exact estimate and method are shown at checkout (custom shipping options) before you pay.

Delays occasionally happen due to carriers, customs, weather, or peak periods. These are outside our control, but if your order is taking longer than expected, contact us and we'll help track it down.

3. Where we ship and shipping costs

We ship to most countries worldwide. Free standard shipping is available to the majority of destinations; for some locations, paid shipping options are shown at checkout. Your final shipping cost (if any) is always displayed before you pay.

4. Tracking

Once your order ships, you'll receive tracking by email, and you can track it any time using your order number and email on our tracking page. Please note that with standard shipping, tracking updates can sometimes be limited or update slowly while in transit — this is normal and doesn't mean your order is lost.

5. Customs, duties, and taxes (international orders)

For international orders, your order may be subject to import duties, taxes, or customs fees charged by your country. These are not included in your order total or shipping cost and are the customer's responsibility. We have no control over these charges and can't predict their amount — please check with your local customs office if you're unsure.

6. Lost, delayed, or damaged parcels

We want you to receive what you paid for.

  • If you purchased Shipping Protection at checkout, eligible lost or undelivered orders are covered once supported by valid carrier documentation — we'll arrange a replacement or refund.
  • If your order arrives damaged, email hello@toneeskin.com within 48 hours with your order number and photos, and we'll send a free replacement (no need to return the damaged item).
  • For orders that are delayed or appear lost with no "delivered" scan, contact us and we'll do our best to help track and resolve it.
  • Parcels showing Proof of Delivery: if the carrier's tracking shows your order as delivered to the address you provided, the order is considered fulfilled, and we are not responsible for parcels stolen, removed, or lost after delivery. No refund or replacement is issued for orders with valid Proof of Delivery, and this is not covered by Shipping Protection. Please first check around your address, with household members and neighbours, and allow up to 3 business days. If you believe it was taken after delivery, you are responsible for raising it directly with the carrier and, where appropriate, reporting the theft to your local authorities — we'll provide the tracking details. This does not affect your statutory rights where the law makes us responsible until the order reaches you.

7. Incorrect address or failed delivery

Please double-check your shipping details at checkout. We're not responsible for orders delayed, returned, or lost because of an incorrect or incomplete address provided by the customer, or because no one was available to receive the order. In these cases, reshipment may be available at your cost. This does not affect your rights for genuinely lost or faulty orders.

8. Contact us

Tonee Skin 📧 hello@toneeskin.com 📍 4 Peddlers Row #1215, Newark, DE 19702, United States