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About Trade
Shipping
Logistics & Shipment
Returns
Dispatch time
Order will be processed and dispatched within 1-2 days. You will receive a notification once your order has been shipped.
Delivery time
In most cases, parcel will be delivered within estimated time of arrival. However, the actual delivery date might be affected by flight arrangements, weather conditions or other external factors. Please refer to the tracking information for the most accurate delivery time.
Shipment tracking
Tracking number and link will be in shipment notification, you can trace the parcel anytime. If your package has not been delivered or your tracking information shows that your package has been delivered but you have not received it, please contact customer support within 7 days (from the date shipment undelivered).
Shipping carrier
In most cases, parcel will be shipped by e-Packet, however, if there is alternative shipping method which is more effective, we will choose the best shipping way according to the country you located in.
Loss of shipment
We are not directly liable for any loss, theft, or damages, during delivery. Please be patient as we have to claim the damage with the shipping courier and send you the parts or replacement.
Change of delivery address / contact detail
Address / contact detail can be modified before parcel ship, please contact customer support to update a new delivery address/contact detail.(Cannot guarantee successful modified). However if parcel has been shipped, all the information cannot be changed no matter in which circumstance, parcel also cannot be called back.
Africa
8-13 days
Angola, Rwanda, South Africa, Tanzania
13-16 days
Egypt, Ghana, Kenya, Nigeria, Uganda
25-35 days
Algeria, Benin, Botswana, British Indian Ocean Territory, Burkina Faso, Burundi, Cabo Verde, Cameroon, Central African Republic, Chad, Comoros, Congo, Côte d’Ivoire, Democratic Republic of the Congo, Djibouti, Eritrea, Ethiopia, French Southern Territories, Gabon, Gambia, Guinea, Liberia, Malawi, Mali, Mauritania, Mauritius, Morocco, Mozambique, Namibia, Réunion, Saint Helena, Senegal, Sierra Leone, Somalia, Sudan, Togo, Tunisia, Western Sahara, Zambia, Zimbabwe
Asia
1-2 days
China
3-5 days
Japan
5-8 days
Singapore, Thailand, Korea, Vietnam
6-10 days
Israel, Malaysia, Turkey, United Arab Emirates
8-14 days
Bahrain, Cyprus, Jordan, Kuwait, Lebanon, Pakistan, Philippines, Qatar, Saudi Arabia
25-35 days
Armenia, Azerbaijan, Bangladesh, Cambodia, Georgia, India, Indonesia, Iraq, Kazakhstan, Kyrgyzstan, Maldives, Mongolia, Myanmar, Oman, Sri Lanka, Uzbekistan, Yemen
Europe
6-10 days
Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malt, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom
8-12 days
Greece, Norway, Switzerland
25-35 days
Albania, Andorra, Belarus, Bosnia and Herzegovina, Faroe Islands, Gibraltar, Guernsey, Iceland, Isle of Man, Jersey, Liechtenstein, Moldova, Monaco, Montenegro, North Macedonia, Russian Federation, San Marino, Serbia, Ukraine
North America
6-12 days
United States
8-15 days
Canada, Mexico
25-35 days
Anguilla, Antigua and Barbuda, Aruba, Bahamas, British Virgin Islands, Cayman Islands, Curaçao, Dominica, Dominican Republic, Grenada, Guadeloupe, Jamaica, Martinique, Puerto Rico, Saint Vincent and the Grenadines, Sint Maarten, Trinidad and Tobago, Turks and Caicos Islands, United States Virgin Islands, Belize, Costa Rica, El Salvador, Guatemala, Honduras, Nicaragua, Panama, Bermuda, Greenland, Saint Pierre and Miquelon
South America
15-25 days
Brazil
19-21 days
Chile, Colombia
25-35 days
Argentina, Bolivia, Bouvet Island, Ecuador, Falkland Islands, French Guiana, Guyana, Paraguay, Peru, South Georgia and the South Sandwich Islands, Suriname, Uruguay, Venezuela
Oceania
5-10 days
Australia, New Zealand
25-35 days
American Samoa, Christmas Island, Cocos(Keeling) Islands, Cook Islands, Fiji, French Polynesia, Guam, Heard Island and McDonald Islands, Kiribati, Marshall Islands, Micronesia(Federated States of), New Caledonia, Niue, Norfolk Island, Palau, Pitcairn, Samoa, Tokelau, Tonga, Tuvalu, United States Minor Outlying Islands, Vanuatu, Wallis and Futuna Islands
Countries/regions that cannot be reached by logistics
Afghanistan, Aland Islands, Angola, Aruba, Ascension Island, Barbados, Bhutan, Brunei, Equatorial Guinea, Haiti, Lao PDR, Lesotho, Libya, Madagascar, Montserrat, Nauru, Nepal, Niger, Papua New Guinea, Palestine, Saint Barthelemy, Saint Kitts and Nevis, Saint Lucia, Sao Tome and Principe, Seychelles, Solomon Islands, South Sudan, Svalbard and Jan Mayen, Swaziland, Timor-Leste, Tristan da Cunha, Turkmenistan, Tajikistan, Caribbean Netherlands, Guinea-Bissau, Mauritius
Return Conditions
Accept return conditions:
1. Within 7 days of receiving the product;
2. The product is brand new and unused;
3. Items must be returned in their original, unused, unaltered condition with all labels, manuals, instructions attached and in their original packaging, not affecting secondary sales.
Not accept return conditions:
1. Products with missing accessories, products marked as "un-returnable", or specially customized products;
2. The product has been used, not brand new condition;
3. The original packaging box, label, any accessories, and instruction manual of the product are incomplete or missing;
4. Damage or defects caused by improper product storage;
5. Improper packaging of products resulting in damage during transportation;
6. Products returned without submitting [Order return request] and get approved.
Return Process
If you wish to return/exchange, please follow the following four steps.
Step1: Submit [Order return request]
Fill in and submit the information at [Order return request].
Step2: Check email
Within 24 hours (working days), our customer service team will guide you on the operational process through email.
Due to different situations in different countries/regions, we will offer customize operational process based on the actual situation.
Step3: Ship the products
Find a effective shipping method to do the return.
If it is a set of product, a complete set of product needs to be returned.
Step4: Submit [Return feedback]
To efficiently process refunds, please fill in and submit the [Return Feedback].
Step5: Refund completed
After all of the processes completed, you will receive an email confirming refund successfully.
Cost of return and responsibilities
If it is quality issue of the product, cost of return is on Tumama Kids.
If it is personal reasons (such as unsuitable size, dislike, etc.), the return shipping cost will be borne by the customer, and we will deduct a commission of 25% of the product price.
Return address
After the [Return Process] Setp1, our customer service team will guide you on the return process within 24 hours (working days) through your reserved email.
The provided return address includes: country/region, city, street, detail address, recipient, recipient phone number.
Return evaluation
Once we receive the returned goods, we will evaluate according to the [Return Conditions].
If the return is conforming, we will process refund within 48 hours (working days) after receiving.
If the return is non conformance, we will negotiate with you within 48 hours (working days) via email after receiving the return.
Refund processing
Normally, If the [Return Conditions] is conforming and return evaluation completed, we will issue refund to your original payment account within 48 hours (working days), meanwhile we will notify you via email.
Notice: In some countries/regions, delay will occured when refund is under reviewed by payment Institution/bank. After receiving notification of successful refund, please wait patiently (usually less than 24 hours) or contact your local bank. If refund not arrived after 48 hours, please contact customer support team for help.
Disclaimer
Tumama-kids.com reserves the final interpretation right for any disputes arising from misunderstandings of this disclaimer.
Tumama-kids.com is not responsible for any return/exchange issues caused by the customer, who fail to comply with the [Return Conditions], and we reserve the right to refuse returns/exchanges;
Any returns/exchanges may not be processed if there is no application from [Order return request] page.
We do not assume responsibility for damage or accidents caused by failure to follow the user manual or improper use of the product.
In special circumstances, we may adjust and update the agreements and terms of [Return Policy] based on business needs or legal requirements of various countries.
If you have any questions about return policies, please contact us at any time.
We will be dedicated to providing you with assistance and answers.
[Order return request]
[Return feedback]