Orders
What if my order contains a product on pre-order?
Your pre-order items will be charged in full at the time of purchase, along with any other in-stock items in your order. After placing your order, your pre-order item(s) will be separated from your in-stock items for shipping purposes. In-stock items
How quickly can I expect my order to be processed?
Orders placed Monday through Friday before 10am PST that are in stock are typically shipped within 1-2 business days (excluding weekends and holidays). Once shipped, please allow 5-7 business days for delivery, as shipping times may vary. Please note
What is a pre order?
Occasionally, items that are arriving soon are placed on pre-order for early purchase. Payment is taken in full at the time you place your pre-order. The estimated ship date for each pre-order item is provided on both the product photo and the produc
How do I cancel my order?
If you need to cancel your order, please email us at [email protected] as soon as possible before your order ships. As our warehouse processes orders as quickly as possible, we cannot guarantee cancellations once the order has been processed. O
What is the status of my order?
Orders are processed as quickly as possible. Once your order has been successfully processed and shipped, you will receive a shipping confirmation email with a tracking number and a link to our tracking page. Click on the tracking number link or ente
Can I edit my order after it has been placed?
Once your order has been placed, we are unable to make changes to the contents of your order. However, if you need to update your shipping address or contact information, please contact our customer service team at [email protected] immediately
What do I do if I receive the wrong item?
If you've received the wrong pair of TOOUS in your order, please contact us at [email protected] as soon as possible. Be sure to include a photo of the item you received, the label on the shoe box, as well as the original shipping box label, an
Why is my order taking a little longer to ship?
During high-volume times, our small team may need an extra 1-2 business days to process orders. You’ll get tracking info the moment your package ships.
How long will it take for me to receive my order?
Orders typically ship within 2 business days from our warehouse, pending availability and credit verification. If there are any issues with your order, we’ll contact you via email. Processing Times:Orders placed Monday–Friday prior to 10am PST will b
How is tax collected on purchase?
Many states have adopted requirements for online retailers to collect sales tax based on the volume or number of sales within each municipality. A tax law came into effect on April 2019, California announced we are required to collect tax specific to
What is Shop Pay?
Shop Pay is a payment option that allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score. In some instances, your first payment is due when you
What happens if I purchase a gift for someone on Final Sale?
Items purchased as gifts are still applicable to our Final Sale policy, and may be returned or exchanged for store credit only.