Shipping and Delivery

Shipping and Delivery

Last Updated: January 2026

These conditions govern the shipping and delivery methods for orders placed on www.tomaino.it. The times indicated are to be considered estimated and not binding, unless otherwise agreed in writing, and are calculated in business days (excluding Saturday, Sunday, and holidays).

1. Origin of Shipments

We ship from Italy. To ensure efficiency and availability, orders may depart from different logistics warehouses depending on the product and availability.

2. Couriers Used

Shipments are entrusted to selected couriers, including: Poste Italiane, DHL, BRT, TWS.

The courier is chosen based on the destination, product type, and logistical needs. It is not possible to guarantee a specific courier in advance, unless special agreements are made.

3. Order Processing Times

Orders are normally processed within 48 business hours from order confirmation and/or payment confirmation (in case of bank transfer, from the receipt of credit).

Processing times may increase in case of:

  • personalized or customizable products;
  • periods of high order volume (e.g., holidays, promotions, seasonal peaks);
  • unforeseeable organizational or logistical reasons.

In such cases, where possible, the customer will be promptly informed through the contact channels indicated in the order.

4. Estimated Delivery Times

Once the order is processed, the estimated delivery times are:

  • Italy (standard zones): within 48 hours after processing;
  • Italy (remote areas): 48 hours + an additional 48 hours after processing;
  • Europe: from 3 to 7 business days.

Times may vary depending on the location, time of year, courier, and any external circumstances.

5. Shipping Costs

Shipping is free. Any different conditions may apply exclusively in the case of personalized quotes for large quantity supplies or particular logistical needs, which will be agreed upon in writing in advance.

6. Heavy or Bulky Products and Pallet Shipments

Some products, due to their size and weight, are shipped on a pallet via courier.

  • Delivery takes place at street level (transport to upper floors or inside the home is not provided).
  • For handling and picking up heavy or bulky packages, the presence of at least 2 people is recommended.
  • The customer is required to ensure that the delivery location is reachable and accessible to the courier's vehicle.

7. Tracking and Shipment Monitoring

Shipment tracking is sent via email and is also available in the customer's personal area (account) on Tomaino.it, where applicable.

8. Delivery Address and Modifications

The customer is responsible for the correctness and completeness of the address entered during the order process.

It is possible to request a change of address within 24 hours of the order at no cost. After 24 hours, the change may require intervention on the shipment and incur additional costs typically ranging between €5 and €40, depending on the courier and the status of the shipment.

Change requests are subject to the technical possibility of intervention by the courier and/or logistics systems.

9. Recipient Absent, Storage, and Second Attempt

In case of an absent recipient at the time of delivery, the courier may make an additional attempt according to their operational procedures.

Any storage, redelivery, or return to sender costs due to the recipient's unavailability, lack of cooperation, or incomplete/incorrect delivery information may be charged to the customer.

10. Refusal of Delivery

An unjustified refusal of delivery (e.g., a change of mind not communicated according to established procedures, refusal without obvious packaging defects or objective reasons) may result in a partial refund, net of costs incurred for shipping, storage, and return.

Consumer rights regarding withdrawal and warranty, according to the conditions published on the website, remain unaffected.

11. Transport Damage and Verification upon Delivery

Upon delivery, it is advisable to check the integrity of the packaging and, where possible, always sign with reservation for verification.

In the presence of visibly damaged or tampered packages, the customer is invited to:

  • immediately report the problem to the courier;
  • accept with specific reservation (e.g., "damaged packaging") or refuse the package if severely compromised;
  • contact Tomaino within 48 hours of delivery, attaching clear photographs of the product and packaging.

12. Delays and Force Majeure

Any delays may be caused by circumstances not attributable to Tomaino, including, but not limited to: strikes, adverse weather conditions, seasonal peaks, holidays, road blocks, customs controls, temporary unavailability of courier services, or other events of force majeure.

In such cases, Tomaino cannot be held responsible for the delay, while remaining committed to supporting the customer in monitoring and managing the shipment.

13. Assistance

For inquiries regarding shipping and delivery, you can contact us:

Email: info@tomaino.it
Tel: 02 3510239
WhatsApp: 393 815 0091