PRODUCTS

Where can I buy tones?

tones are sold exclusively at tones.co.

What happens when a product sells out?

Don’t worry, we want your kids in tones too. We are doing everything we can to restock soon!

What is your size range?

Our boy's and girl's sizes range from 12/18 months to 12.

Are your products true to size?

We recommend selecting the appropriate size based on your child's age. If your child falls between sizes, we recommend sizing up.

Will there be more colors in the future?

Stay tuned!

What materials do you use?

We sourced yarns and materials from around the world that meet strict quality standards. From long soft staple cottons with some added stretch for comfort, to beautiful blends of nylons. For more information or any questions, please refer to your favorite style to read the fabric tab or send us an email.

How should I care for my tones?

To give your tones proper love, please read the care label in the garment. It’s safe to say that for now, all products are safe to machine wash on gentle & tumble dry on low. We prefer to air dry our tones, but the choice is yours.

SHIPPING

Where is my order?

Once your order is placed, please allow 2-4 business days for it to be packed and shipped from our warehouse. Upon shipment, you will receive an email with tracking information where you can track your order further.

How long does it take for my order to ship?

We offer three shipping options: Economy Shipping, Express Shipping, and Priority Shipping. For Economy Shipping, please allow up to 7 business days from when your order is shipped.

How much does shipping cost?

We offer three shipping rates on all orders: Economy Shipping at $7, Express Shipping at $20 and Priority Shipping at $30. All orders $150+ ship for free via economy shipping.

Do you ship internationally?

At this time we do not offer international shipping.

RETURNS & REFUNDS

How much does return shipping cost?

A $7 return shipping fee will apply.

What is your return policy?

We offer a 60-day guarantee on all orders within 60 days of delivery for a refund. Returns are free for all orders at any of our Return Bars and drop-off locations. Returns by mail will have a $3 return shipping fee.

To see locations available for drop off, initiate your return and select “Drop Off.” 

Products must be returned unworn and unwashed, in their original condition. We reserve the right to refuse returns that show signs of wear or do not meet the criteria above.

Products marketed as Final Sale cannot be returned.  
To start a return, please click here.

What is your holiday return policy?

All orders purchased between November 25th - December 18th may be returned through January 15th, 2023.

Products must be returned unworn and unwashed, in their original condition. We reserve the right to refuse returns that show signs of wear or do not meet the criteria above.

Products marketed as Final Sale can not be returned.

Can I return my item?

Please refer to our return policy to see if you can return your item. To start a return, please click here.

Can I exchange my item?

We want you to be completely satisfied with your tones. If for any reason you need to exchange an item, please visit:https://www.tones.co/returns. Follow the instructions provided on the page to begin the exchange process.

At this time, we offer exchanges for the same items within 14 days of delivery. Exchanges are only accepted for items in their original condition, unworn, and unwashed. We offer exchanges for the same item in different sizes or colors. Refunds may be issued if the requested size or color is unavailable. Store credit may be offered in certain circumstances at our discretion.

When will I receive my refund?

Once we receive and process your return you will receive a refund of the outstanding balance to the payment method used at checkout. Depending on your banking institution, processing of your refund may take up to 2 business days. 

If returning at a Return Bar, your refund will be initiated immediately but can take 3-5 business days to post to your account. 

How does instant credit work?

Upon completing your return through our returns page, you will receive an instant credit code. You may use this code towards future purchases on our website upon checkout. Once we receive shipping confirmation of your return from the carrier, the outstanding balance of your instant credit will be refunded through the payment method used at checkout. Depending on your banking institution, processing of your refund may take up to 2 business days.

Where do I find the Return Bar once I arrive at the Drop off Location? 

The Return Bar is usually at the cash register. If you have any issues, ask an employee at the location and they will help guide you to the return bar. 

Do I need a box and shipping label to return in-person?  

No! Just bring the items you’re returning or exchanging – and your QR code.

ORDERS & PAYMENT

What is sezzle?

Sezzle is a service that allows us to offer our customers the ability to make purchases now and pay for them in four equal payments made every 2 weeks without any interest. To learn more about Sezzle click here.

What payment options do you take?

We accept Visa, MasterCard, American Express, and Discover cards. Your card will be charged once your order has been shipped.

You can also choose to pay with Shop Pay, Sezzle, Apple Pay, or Google Pay.

How do I track my order?

Upon shipment, you can track your order with the link provided in the email confirmation. Please allow 2-4 business days for your order to be packed and shipped from our warehouse.

My package is lost, what should I do?

Please contact us if you have not received your delivered order or it has been lost in transit by the carrier, and we would be happy to assist.

Do you offer a military discount?

Yes, we are happy to offer a military discount. Please use this link to generate your discount code.

CONTACT US

How can I contact tones about press related inquiries?

For press inquiries, please contact press@tones.com.

Do you have an affiliate program?

tones affiliate program is invite only at this time.

INTERNATIONAL

Do you ship internationally? If so, which countries do you ship to?

Yes! We are now offering international shipping. To see which countries we ship to please select the country switcher dropdown and select accordingly. Once you are in checkout, you will see local payment methods and calculations for any appropriate shipping, duties, taxes, and other customs fees.

Are duties and taxes included at checkout?

Duties and taxes are calculated based on the items ordered, shipment destination, and the value of the purchase.  

If duties and taxes are charged at checkout, they will appear as a separate line item. If they are already included in the product price, there will be a note at checkout clarifying. Some countries require duties and taxes to be paid upon delivery and they will be the customer’s responsibility. It will be noted at checkout before you order.  

How much does shipping cost?

We offer two shipping rates on all international orders: Standard Shipping at $7 and Air Shipping at $20. All orders $170+ ship for free via standard shipping.

What is your international returns policy?

We offer a 14-day guarantee on all orders within 14 days of delivery for a refund. Returns by mail will have a $15 return shipping fee.  

Products must be returned in their original condition, unworn, and unwashed. We reserve the right to refuse returns that show signs of wear and/or do not meet the criteria above.   

We want to inform you that all items purchased during our sale events are final sale and cannot be returned. We appreciate your understanding.

Do you offer exchanges for international orders?

We are not offering exchanges on international orders at this time.In order to exchange an item for a different size or style, you will need to return the original order and create a new order.

How long does it take for my order to ship?

Once your order is placed, please allow 2-4 business days for your order to be packed and shipped from our warehouse. Upon shipment, you will receive an email with tracking information where you can track your order further.

Can I edit my order?

Once your order is placed, we are unable to make any edits to size, color, style, or shipping address. If you have any further questions, please contact help@tones.co!

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