FREQUENTLY ASKED QUESTIONS
TOONGTOW’S RESPONSE TO COVID-19
As our state and local social-distancing guidelines change, we’re adapting with them. Those who can work remotely are able to do so, and we have stringent measures in place for those who cannot.
We’re continuing to follow all necessary guidelines to keep our ToongTow family out of harm’s way.
All you need to know is that we’re still available for you, and so are our socks, bags, buckets and the others!
International news – At this time we are only shipping to United Arab Emirates, Kuwait, Bahrain, Oman, Qatar and Saudi Arabia.
Please check back soon for updates about shipping to additional countries.
We will be resuming all overseas shipments as soon as we have more confidence that packages will be arriving in a timely manner.
Domestic news – we’re still fulfilling domestic orders just as fast! That means you can expect your order to be fulfilled within two business days. Oh, did we forget to mention, we’re offering FREE SHIPPING ON ALL DOMESTIC ORDERS OVER AED200!
ToongTow is a name that evokes our passion and quality standards. Creating great socks is a craft, and we love what we do.
Plus, just like a locksmith is who you call when you’re locked out of the house, ToongTow is here to help you unlock your potential sock game.
Are sock sizes and shoe sizes the same?
No, they are actually quite different!
Standard women’s socks are size 9-11. This sock size corresponds to a women’s US shoe size 5-10.5.
Standard men’s socks are size 10-13. This sock size corresponds to a men’s US shoe size 7-12.5.
King Size men’s socks are size 13-16. This corresponds to a men’s US shoe size 12-15.
Where are your socks made?
Our socks are designed in TURKEY, THAİLAND, and are manufactured in vetted, state-of-the-art factories in TURKEY and THAILAND. Our kid’s, bamboo, and outdoor socks are manufactured in TURKEY. Our cotton novelty socks are manufactured in THAİLAND.
How do I care for my socks?
Yes, you’re supposed to wash your socks. That’s probably where that smell is coming from!
All of our socks can be cared for by machine washing them in cold water, without bleach, and tumble drying on low.
ORDERS AND PAYMENTS
Can I place a phone order?
Yes, at (971) 55 410 49 61 . Office hours are typically Monday through Friday, 1pm-2am PST.
What forms of payment do you accept?
We accept Cash On Delivery, Cash, Visa, MasterCard, PayPal, and ToongTow e-gift cards.
Do you offer gift cards?
We do! A digital copy will be emailed to you, the purchaser, allowing you to forward the e-gift card to the recipient.
Can I cancel or modify my order before it ships?
Unfortunately, we are unable to make changes once an order has been submitted. However, if you would like to cancel, please use the contact form to inform us, before 12 pm, on the day following your order placement.
Do you offer any promotions?
We do occasionally run promotions, and you can be the first to know by signing up for our newsletter. We love to reward our newsletter subscribers, so we highly recommend signing up! Don’t worry…we won’t spam you. Nobody likes that.
What should I do if I don’t receive my order or shipping confirmation?
First things first–check your email’s spam folder. If you still can’t find your confirmation, reach out to us via the contact form.
I received my order and it’s not correct! What do I do?
We’re so sorry to hear that! Please reach out via the contact form within 10 days of receiving your order, if you notice a mistake. ToongTow will cover all additional shipping costs. Once the incorrect product is received back to us, we will send you the correct merchandise or refund you, whichever you prefer.
What shipping options do you offer?
For more information on shipping details, please check out the shipping terms page.
How do I qualify for Free Shipping?
Order at least AED200 worth of socks, or qualify for VIP status as part of our Rewards Program.
Free shipping qualifies you for First Class Mail, 7-10 business days delivery time.
Free shipping is only available in the UAE United Arab Emirates.
Need your socks sooner? You can upgrade your shipping speed on the checkout page.
Can I change my shipping option once my order has been placed?
If you would like to upgrade your shipping option, please use the contact form to inform us before 12pm the following day, with a phone number to call. Or call the office (971) 55 410 49 61 to provide a credit card number for the difference in cost. Office hours are typically Monday through Friday, 2pm – 1am PST.
When can I expect my order to ship?
All orders will typically be picked, packed, and shipped within 24-48 hours.
November and December are our busiest months, due to the holiday season. This is also the busiest time for shipping services. Please allow extra time for your package to arrive during these months.
Do you ship internationally?
Yes! All countries are different with customs and VAT, which is your government’s way of taxing you for goods purchased internationally. We recommend inquiring with your local post office for details on fees and additional time your package may take. All customs and VAT fees are the customer’s responsibility. For more information on international shipping, please head on over to the shipping terms page.
My package says delivered but I don’t have it. What do I do?
Check with your local shipping office to see if the package ended up with them. Check with your neighbors or leasing office to ensure it hasn’t been misdelivered.
Oops, my package was shipped to the wrong address. What do I do?
Please reach out to us via the contact form so we can help look into the situation. If you missed an apartment or box number, we suggest reaching out to you local post office. If you accidentally inputted the incorrect address, your package may potentially be sent back to us. ToongTow is not responsible for any additional shipping fees.
RETURNS AND EXCHANGES
What is your return policy?
If you change your mind, we accept returns or exchanges on our socks only, within 30 days for unworn merchandise in its original, unaltered packaging. No refund on return shipping cost.
If you qualified for free shipping and would like to return/exchange your entire order, please use the contact form and we will email you a return shipping label.
Unfortunately, we are not accepting returns on our masks, unless defective, due to the health and safety of our staff and customers.
I received a defective pair of socks or mask. Can I return it?
Yes. Unfortunately, defects do happen, and we want to make it right! Please send us an image of your defective sock to firstname.lastname@example.org, with a brief note about your order, within 30 days of receiving your order. We will respond asap with steps on how to return the socks.
Please Note: We know how exciting it can be to get a big package of socks in the mail, you just want to tear it open! However, please be very careful when opening your sock package, as we, unfortunately, cannot accept returns of socks with holes in them due to scissors from cutting your package open. Be careful!
Do you take returns from ToongTowretailers nationwide?
Unfortunately, we cannot accept returns from purchases made on other websites, Amazon, or brick and mortar retailers. Please contact them to inquire about their return policy.
MISCELLANEOUS SOCK FUN
Where can I find you on social media?
We have a social media presence on Instagram, Facebook, Pinterest, and Twitter, Snapchat Come be our friend and follow us!
May I use your photos?
Yes. Please tag us!
Do you have gift wrapping options?
No, but we’re always looking for ways to improve the customer experience. This is something on our radar and we are looking into options for the future.
I have a sock suggestion I’d love to tell you about!
Suggestions about sock design ideas, new sizing options, or sock styles can all be submitted through the contact form. We have a team of in-house designers, who strive to create the best products we can imagine. We would love to hear your suggestions!
Do you make custom socks?
Unfortunately, we do not have a “custom sock” option. However, if you are a company looking to establish a licensing partnership, please use the contact form for all inquiries, and our licensing team will get back to you asap.
Do you offer wholesale?
Yes! Please visit ToongTowWholesale and fill out the Become a Dealer form. Once you have submitted the form, a team member will contact you within approximately three business days. Once accepted, you will have full access to our catalog of products and wholesale pricing.
Do you take donation requests?
Yes, we take every donation request under thoughtful consideration. Head on over to the contact form and select “Donations” as the subject. We love to support charities as best as we can, please provide details and we will get back to you asap.