Shipping:
We offer Free Shipping for U.S. and Canadian orders over $75 US Dollars, before taxes; some conditions apply.

Orders under $75, we charge a flat rate of 8.50$.

Unfortunately, because of high shipping costs, we cannot offer free shipping for:
- Orders outside U.S.A. and Canada.
- Orders from Alaska, Hawaii, US Military Addresses (APO, AFO, etc).
- Order from Canadian Territories (Northern Territories, Yukon and Nunavut) and the province of Newfoundland and Labrador.

Tom Robinn USA does not deliver to US Postal Service post office boxes or US military APO/FPO addresses. We are not responsible if you choose to ship your order via FedEx to a USPS PO Box or US military APO/FPO address and your order is returned to us as undeliverable. An additional fee will apply to reship your goods to a deliverable street address. If you choose to cancel your order after such an instance of non-delivery, we will deduct the original shipping fee from your refund, as well as any additional charges FedEx applies for its return delivery service.

We ONLY ship through methods that provide tracking number and insurance.

Transit times:
USA
FedEx International Ground: 6-10 business days
Canada Post Expedited Parcel: 7-20 business days

Canada
FedEx Ground: 2-6 business days
Canada Post Expedited Parcel: 4-9 business days

International
Contact us

Processing Time:
Orders received between Monday and Friday are usually processed in one business day.  Orders received on weekends and holidays are usually processed by 6PM on Monday.

No On-time Guarantee:
We have no control over shipping carriers, their operations, or events that affect their delivery schedules. Therefore, we do not guarantee on-time delivery.

No Liability for Customer Data Entry Errors or Customer Absence:
We are not responsible for customer errors in order's contents, delivery address entry or if customer is not available to receive the order. Please review your order and contact us immediately if you find mistakes.
In case that the order gets returned to us due to a customer data entry error or customer absence, we can:
- Issue a Refund: We will issue a refund if you choose to cancel your order after such an instance of non-delivery. We will deduct the original shipping fee from your refund, as well as any additional charges/penalties Canada Post applies for returning the package to us.
--OR--
- Reship: In such cases, an additional fee will apply to reship your goods.

Taxes and Customs Duties:
No Responsibility for Customs Duties and Fees
We have no control and we are not responsible for duties, taxes or fees charged by customs or postal service at the destination country.

Canadian customers WILL NOT be charged any duties or brokerage fees since we ship from a Canadian location. GST/HST, QST still apply.
Non-Canadian/International customers, please verify taxes and duty schedules with your local customs authorities before placing your order. If an order is returned to us due to customer refusal to pay the applicable duties,taxes or fees we will issue a refund. We will deduct the original shipping fee from your refund, as well as any additional charges/penalties Canada Post applies for returning the package to us.
If an order is returned to us due to the customer refusal to pay the applicable customs duties, taxes or fees we will not reship.
Taxes
We charge GST/HST for all Canadian orders. Québec residents also pay QST.
If you have any questions about our shipping policy, please feel free to contact us.

Returns:
We offer a full refund for unused products. To be returned the product has to be Unused and Unopened (in the original packaging). We cannot accept returns for open products or products for which the packaging has been destroyed.  We offer the refund for the price of the purchased products. Shipping charges and taxes on the shipping charges are not refundable.
IMPORTANT: If you return for a refund any items that were originally delivered to you under the terms of our free standard shipping offer, and your order drops below the free-shipping threshold, then we will deduct from your refund our fee for FedEx Ground delivery.

The buyer is responsible for returning the item(s). We encourage our clients to send the return through a shipping method that provides insurance and tracking number.

We are not responsible for damaged or lost returned merchandise. In the case of a lost or damaged return a refund will not be issued.

To return a product that you purchased from Tom Robinn USA, contact us to request a return merchandise request. If you send us a message via our Contact Us page, it should include:
1. Your full name
2. A valid email address
3. Your shipping address and telephone number
4. Your order number
5. A description of the item(s) returned

Return Refunds:
We will issue a full refund to your credit card for the price of any item that you return and taxes paid on item/s value (minus the shipping charges and taxes on shipping charges), if we receive your product return request within 30 days of the delivery date. We do not accept product return requests after 30 days.
It takes up to 30 business days to process the return and refund. Business days do not include weekends or statutory holidays.  Please note that your financial institution could take up to seven business days to reflect this transaction. If you have any questions about your return, please contact us.

Exchanges:
We do not offer exchanges for returned products.

Damaged or Defective Items:
Contact us immediately if your order arrives damaged or if an item is defective. We will send out a replacement and arrange to have the damaged or defective item returned to us or we will issue you a refund for the price of the product.
Missing or Wrong Items
Contact us immediately if you are missing items from your order, or if your order contains items that you did not purchase.
We will ship any missing items by standard delivery, usually no later than the next business day. If you received items that you did not purchase, we will arrange to have those items returned to us.
 

Conditions for Limited Time Promotions:
Some conditions apply:
- Offer has no cash value. Available while quantities last.
- No substitutions
- Offer ends Eastern Standard Time
- Limited time only
 

We value our customers and their privacy. All personal information is used to ensure efficient processing of your order. This information is used by our staff for contacting and identifying customers and their needs. We will not give, sell, rent, or loan any personally identifiable information to any third party, unless we are legally required to do so or you authorize us to do so.

Our site's registration form requires users to give us contact information (like their name and email address). The customer's contact information is used to contact the visitor in the event of a problem when processing an order. For example, problems with credit card verification, product availability, etc. Users have a choice of receiving future mailings during the registration process.

Our site uses an order form for customers to request information, products, and services. We collect visitor's contact information (like their email address), and financial information (like their account or credit card numbers). The customer's contact information is used to get in touch with the visitor when necessary. i.e, in the event there is a problem processing an order, corporate changes, or changes in privacy practices. Financial information that is collected is used to bill the user for products and services. The customer ID numbers are assigned to Web site visitors to verify the user's identity and for use as account numbers in our record system.

This website takes every precaution to protect our users' information. When users submit sensitive information via the website, your information is protected both online and off-line. When our registration/order form asks users to enter sensitive information (such as credit card number), that information is encrypted and protected. While on a secure page, such as our order form, the lock icon on the bottom of Web browsers such as Netscape Navigator and Microsoft Internet Explorer becomes locked, as opposed to un-locked, or open, when you are just "surfing".

If you have any questions about the security at our web site, please send an e-mail to info@tom-robinn-usa.com.