WELCOME TO OUR STORE

FAQ

1. How long does order processing take?

Orders typically take 1 to 3 business days to process.
Please note that processing time excludes weekends and public holidays.

2. How long is the shipping time?

Total shipping time is 8–12 business days, which includes:

  • Processing time: 1–3 business days
  • Transit time: 7–9 business days

Shipping times may vary due to circumstances beyond our control, such as:

  • Customs and security checks
  • Weather conditions
  • Natural disasters
  • Holiday delays
  • High-volume periods

For full details, please refer to our Shipping Policy.

3. Will I receive a tracking number?

Yes. Every order includes free tracked shipping.

A tracking number is sent 2–3 days after your order has been shipped, depending on the fulfillment center your item is dispatched from.

If a tracking number is not provided by the carrier, your order is still insured and covered.

4. I haven’t received my tracking number yet. What should I do?

First, check your spam/junk folder — tracking emails sometimes land there.

If you still have not received it, please contact us.
If your package does not arrive within the stated shipping timeframe, we will resend your order at no extra cost.

5. Where is my order?

After placing your order, you will receive a confirmation email with your order details.
You can also use our Order Lookup Tool / Tracking Page to view real-time updates once your tracking information becomes available.

6. What couriers do you use?

We use a variety of reliable global couriers depending on your location, including:
USPS, Royal Mail, DHL, Evri, UPS, FedEx, Canada Post, Australian Post, New Zealand Post, Aramex, and more.

Carriers vary by destination and fulfillment center.

7. When will I receive my refund after returning a product?

Once your returned item is received and inspected, your refund will be processed.
Refunds normally appear in your original payment method within 5 business days, depending on your bank or payment provider.

For more details, please refer to our Refund Policy.

8. I haven’t received a confirmation email. What should I do?

Please ensure you entered the correct email address.
If you do not see the confirmation email, message us at hello@totscove.com, and we will resend your order confirmation.

9. What happens if I’m not home during delivery?

Anyone at your address can receive the package.
If no one is home, the courier may:

  • Leave a collection slip
  • Attempt redelivery
  • Hold your parcel at the nearest post office or pickup point

10. Can I change my order or address after placing it?

We recommend double-checking your order details before submitting.
However, if you need to make changes, contact us immediately at hello@totscove.com.

  • If your order is not yet processed, we will try to update it.
  • If the order has been processed or shipped, changes cannot be made.

11. My question isn’t listed here. What should I do?

We’re here to help!
Email us anytime at hello@totscove.com, and we’ll respond as soon as possible.

Contact Us

If you have any questions about your privacy rights, you can contact us at:

Customer Service Opening Hours:

  • Monday to Friday: 09:00 AM – 05:00 PM
  • Time Zone: GMT+13:00 (Auckland)

🕒 Response Time: We respond within one business day.