Shipping policy
Last updated: October 8, 2026
At Tovia, we are committed to providing a reliable and transparent shipping experience. We carefully process each order and work with international logistics partners to deliver products safely to our customers.
Please review our shipping policy before placing an order.
1. Order Processing Time
All orders are processed within approximately 1–3 business days after payment confirmation.
During periods of high demand, promotional events, or holidays, processing may take longer.
Once your order has been prepared and dispatched, you will receive a shipping confirmation email containing your tracking information.
Business days exclude weekends and public holidays.
2. Shipping Destinations
We offer international shipping to supported countries and regions.
Shipping availability is determined by the destination entered during checkout.
Certain remote areas or destinations may have limited shipping options or longer delivery times.
If we are unable to ship to your address, our customer support team will contact you to arrange an appropriate solution or refund.
3. Estimated Delivery Times
Estimated shipping times depend on the destination, shipping method, and carrier.
| Destination | Estimated Delivery Time |
|---|---|
| United States | 7–15 business days |
| Canada | 8–18 business days |
| United Kingdom | 7–15 business days |
| European Union | 7–15 business days |
| Australia & New Zealand | 8–18 business days |
| Other International Destinations | 10–20 business days |
These estimates begin after dispatch and do not include order processing time.
Delivery times are estimates rather than guaranteed arrival dates unless expressly agreed otherwise.
Actual delivery times may vary due to customs clearance, carrier operations, holidays, weather, or other logistical circumstances.
4. Shipping Costs
Shipping costs, including any available free shipping promotions, are displayed during checkout before payment confirmation.
Where express or expedited shipping is available, the applicable price will be shown at checkout.
Any additional shipping charges will be disclosed before the customer completes the purchase.
5. Order Tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.
You can follow your shipment through the tracking service provided.
Tracking information may take 24–72 hours to begin displaying movement after the shipping label is created.
During international transportation, tracking updates may be temporarily delayed while the shipment moves between logistics facilities or carriers.
A temporary absence of tracking updates does not necessarily mean that a package has been lost.
6. International Shipping and Customs
International shipments may pass through multiple logistics centers and customs facilities before reaching their destination.
Depending on the destination country, customs duties, import taxes, or clearance fees may apply.
Where permitted by applicable law, customers may be responsible for these charges unless otherwise stated during checkout.
Customs clearance procedures are managed by the relevant authorities and may affect delivery times.
We cannot guarantee specific customs processing times.
7. Shipping Delays
Although we aim to deliver orders within the estimated timeframe, occasional delays may occur due to:
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High shipping volumes.
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Customs inspections.
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International transportation disruptions.
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Weather conditions.
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Carrier operational delays.
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Public holidays.
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Incorrect or incomplete shipping information.
If your order experiences an unusual delay, please contact our customer support team.
We will review the available tracking information and assist you in determining the next steps.
All mandatory consumer rights regarding delivery deadlines and remedies remain applicable.
8. Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing accurate and complete shipping information during checkout.
Please carefully verify your:
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Full name.
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Street address and building or apartment number.
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City and postal code.
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Country.
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Contact telephone number, where required.
If you notice an error, contact us as soon as possible.
We will attempt to update your shipping information before dispatch.
Once an order has shipped, address changes may no longer be possible.
If a package is returned due to incorrect or incomplete information, we will contact you to discuss available redelivery or refund options in accordance with applicable law.
9. Lost Packages
If your package has not arrived within the expected delivery timeframe, please contact our customer support team.
We will investigate the shipment with our logistics partners.
If a package is confirmed lost before delivery, we will arrange an appropriate replacement or refund at no additional cost to the customer.
Customers retain all mandatory legal rights relating to delivery and non-delivery.
10. Packages Marked as Delivered
If your tracking information indicates that the package was delivered but you cannot locate it, we recommend:
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Checking your mailbox, entrance, porch, or designated delivery area.
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Asking household members, neighbors, or building reception.
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Checking for a delivery notice or proof-of-delivery photograph.
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Contacting the local delivery carrier for additional information.
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Contacting our customer support team if the package remains missing.
We will review the tracking and delivery records and assist with an appropriate resolution.
A carrier's delivery scan does not automatically override applicable consumer rights where actual delivery is disputed.
11. Damaged Packages or Incorrect Items
If your order arrives damaged, incomplete, or contains an incorrect product, please contact us promptly.
Provide your order number and, where reasonably possible, clear photographs or a short video showing the issue.
After reviewing your request, we will arrange an appropriate remedy, which may include a replacement, repair, or refund.
Verified shipping-related defects or fulfillment errors will be addressed without additional replacement shipping charges.
12. Order Cancellations After Shipment
Orders may be canceled before dispatch when cancellation is still operationally possible.
Once a package has been shipped, we may be unable to intercept or cancel its delivery.
Customers may still exercise applicable return rights or statutory withdrawal rights after receiving their order.
Please refer to our Return & Refund Policy for additional information.
13. Multiple Shipments
In some cases, orders containing multiple products may be shipped separately due to inventory availability or fulfillment arrangements.
If your order is divided into multiple shipments, you may receive more than one tracking number.
Separate shipments do not necessarily indicate missing items.
14. Customer Support
If you have questions about your shipment, tracking information, delivery status, or a missing package, please contact:
Tovia – Customer Support
Email: contact@toviara.com
Business Address:
7 Rue du Château d'Eau
35250 Saint-Aubin-d'Aubigné
France
Please note: Our business address is not a product return address.
We aim to respond to customer inquiries within 24–48 business hours.
Thank you for shopping with Tovia. We appreciate your trust and look forward to delivering your order.