Please note we use (and pay accordingly) a third party (DHL) for 24 hour tracked shipping of all our products. It is not delivered by an employee or an ‘in house’ service of Tonic At Home.
Preferred delivery day – This is solely a ‘preferred’ day and not a ‘guaranteed’ day, where we ship your product with our couriers (DHL) the day prior to your ‘preferred’ delivery day on a 24-hour tracked service (where possible*) with tracking for which you will receive an e-mail. However, we have been informed by our couriers that due to the pandemic, sorting offices are under strain from higher than normal levels of parcels being sent and also isolating staff members significantly reducing teams at short notice and causing unforeseen and unavoidable delays from time to time. This is something that is out with our hands once your product is with the third party courier service.
Unfortunately, some 'restricted' areas such as the Scottish Highlands are not covered within this service via DHL and so we are unable to offer shipping there.
All of our products have a shelf life of three weeks therefore we recommend selecting an earlier date than required if possible.
In the disappointing instance of a product not arriving on the ‘preferred’ delivery day, our third party couriers terms and conditions state that a parcel may be late and cannot be deemed lost until seven working days late. We therefore have to pass the same seven day ruling on to our customers and ask that you be patient for your package to arrive within this time window. If your package does not turn up within the seven days we will give a full refund but not until this time is given. We will not refund for your package being under seven days late.
In the unfortunate instance that a product arrives damaged (not the outer packaging as this can get bumped and bashed in transit) then we will ask you to:
1. Refuse the parcel and the courier will send the product back to us
2. Send the package back to us and provide receipt of this.
Once we have confirmation of the package being refused and/or being sent back to us we will have your order remade and sent out.
Tonic At Home shall not in any circumstances be liable for any products damaged or considered defective unless the damage or defect is reported to us in writing within two days of receipt of the products by the Customer. Such complaints can be submitted via email to email@example.com. In the event of non-delivery of our products in whole or in part, Tonic At Home shall not be liable unless the non-delivery in whole or in part has been reported to us in writing within two days of the date of issue of the invoice relating to the product. Such complaints can be submitted in writing via email to firstname.lastname@example.org.
All products are made in house by Tonic At Home
We pride ourselves on excellent service, response time and honesty and although we hope there are no issues as above, we do all we can to help track and resolve any issue that arises. Once the order is with the couriers, the service is out with our hands and we do ask that you give us a little leeway if there are any issue like above at this stage. Please allow us the chance to fix any issues within the timeframes provided to us by the courier services. Rest assure that refunds will be given if the courier loses the package but we do need the seven day ruling to be used here. If products are damaged we will send out new ones in accordance with the terms and conditions above. We will not leave you without one or the other.
We greatly thank you for understanding.