Terms & Conditions
Terms and Conditions
Introduction
By accessing Tongencustom.com, you engage in our “Service” and agree to be bound by these Terms and Conditions (“Terms of Service” or “Terms”), including any additional terms, conditions, and policies referenced herein or accessible via hyperlink. These Terms apply to all users of the site, including, without limitation, browsers, vendors, customers, merchants, and contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you confirm your acceptance of these Terms of Service. If you do not agree with all terms and conditions in this agreement, you are prohibited from accessing the website or using any services. Acceptance of these Terms is expressly limited to the Terms stated herein.
Any new features or tools added to the current store will also be governed by these Terms of Service. The latest version of the Terms of Service is always available on this page. We reserve the right to update, modify, or replace any part of these Terms by posting updates or changes on our website. It is your responsibility to periodically review this page for modifications. Your continued use of or access to the website after any changes are posted constitutes your acceptance of the modified Terms.
Privacy Statement
We are committed to protecting your privacy and ensuring the confidentiality of your personal information. Access to any data collected from visitors is strictly limited to authorized personnel and only granted on a need-to-know basis. We continuously review and update our systems and protocols to maintain optimal security standards for data protection. Please note, however, that we may be required by law to disclose personal information to authorized entities under certain legal circumstances.
Designs Non-Disclosure Policy
We value and respect the trust our customers place in us. Our commitment is to deliver exceptional service while fostering constructive competition. In line with this, select examples of our previous work are showcased in our portfolio on our website, accessible to specific clients by request. This approach reflects our pride in serving our customers while respecting the confidentiality of unique, customer-specific designs.
We respect our clients’ preferences regarding design confidentiality. Upon special request, we can remove specific design work from our website if the client prefers non-disclosure.
Confidentiality
Client records are strictly confidential and will not be disclosed to any third parties except for our authorized agents and manufacturer/supplier(s), or if legally obligated, to relevant authorities. Clients are entitled to request copies of their records held by us, provided they give reasonable notice of such requests.
We advise clients to retain copies of any documentation provided regarding our services. Where relevant, we will supply clients with written information, handouts, or copies of records as part of any agreed contract to support transparency and mutual benefit.
Any information collected through “site trails” (the path you take while navigating our site) is solely reviewed internally for quality improvement and is then discarded. Your trust is our priority, and we are committed to maintaining the confidentiality and integrity of your information.
Delivery Charges and Others:
Our primary carriers for worldwide shipping are DHL, FedEx, and UPS. Please note the following estimated delivery times for DHL and FedEx services:
DHL and FedEx Priority Mail: Estimated delivery is 4 to 5 business days.
DHL Parcel Post: Typically takes 1 weeks for delivery within the USA and Canada, and up to 2 weeks for locations in Hawaii (HI) and Alaska (AK).
In addition to these primary shipping options, we may use alternative courier services based on the specific delivery location and logistical needs.
Delivery Responsibility and Tracking
While we provide tracking information for each shipment, we do not assume responsibility for guaranteed delivery. The responsibility for delivery times and guarantees lies solely with the respective shipping company, which provides tracking updates as a courtesy to clients.
Please note that we do not operate a shipping company. We arrange shipments as a service to clients to streamline the process, and we cannot assume liability for any lost shipments.
Lost Shipments
In the unfortunate event of a lost shipment, clients will be responsible for covering production charges to recreate the order. Additionally, if the shipping carrier does not waive shipping fees, clients will also need to cover these charges.
Canceling An Order
You have the right to cancel an order within 2 days of making the payment. If the 2-day period has passed, the order cannot be canceled under any circumstances, regardless of the nature of the order or its current stage.
Please note that once the ordered goods have been delivered or are in transit, cancellation is no longer an option. This policy is in place because all our products are manufactured to your custom measurements or specifications.
In the event that a customer does not respond to or approve any samples sent via email within one month, the order will be automatically canceled. Customers will be eligible for a credit of the order amount, subject to the deduction of setup charges based on the progress of that particular order.
Delays In Delivery
It is your responsibility to ensure that all contact details, including the delivery address, are accurate. Additionally, you or a designated representative must be available to accept and sign for the delivery of goods when they arrive at your address. Any delays resulting from incorrect information or unavailability may impact the timely delivery of your order.
TongenCustom assumes no responsibility for goods that are undelivered or not signed for due to an incorrect delivery address provided by you at the time of placing your order. We are also not liable for delivery failures if the provided address is found to be closed or inaccessible by the postal service or courier agency at the time of delivery.
We utilize reputable postal services or courier companies to ship your orders. Once the goods have been dispatched, TongenCustom is not responsible for any delays or lost deliveries.
Refund Policy
TongenCustom is committed to providing strictly quality-controlled goods that meet our high standards. We will adhere to the specifications provided by the customer at the time of order placement. Any changes required during production will be communicated and confirmed with the customer.
Please note that we DO NOT accept returns or refunds for customized goods once the order has been placed or shipped. To ensure your specifications are met, we encourage you to request pictures, video conferences, or any other means of verification during the production process.
Customers may request changes to products if the sample has not yet been approved for bulk production or has not been shipped. Additionally, changes can be made after the order has been shipped; however, the customer will be responsible for any associated shipment and re-shipment costs.
TongenCustom is not responsible for typographic errors or for colors not matching your computer. Computer monitors should be color calibrated for the most accurate view.
Returns of blank items will have a 20% restocking fee on all pre-approved returns. Merchandise returned to TongenCustom without an RMA number (Returned Merchandise Authorization) will be refused and returned to the sender. Requests for merchandise returns must be made in writing within 10 calendar days of receipt of the merchandise. Refund requests may be eligible for 90% of the total amount of the order as long as the order has not entered into the production phase. All refunds are at the discretion of TongenCustom.
Fabric Specification
TongenCustom offers its customers full customization options for any product they wish to have manufactured. For smaller quantities, we source ready-made fabric from the market that closely matches the specified color and fabric requirements, subject to availability.
Please note that fabrics with unusual blends can only achieve 100% accuracy if they are knitted from scratch, requiring a minimum order quantity of at least 1,000 pieces. For such orders, we will not only provide the desired fabric but also supply a lab test report detailing the exact specifications.
Commencement of Turnaround
Please note that the turnaround time for your order begins on the day customer approve the order summary, which will be sent to you within 24 hours of your payment. It is essential that you thoroughly review the order summary, as no changes can be made once it has been forwarded to the production department. Your prompt approval is crucial to ensure timely processing and delivery.
Delays in Production
The production of your custom-made products at Tongen Custom relies heavily on effective communication with your designated relationship manager. Please be aware that production time may be extended if we are awaiting customer approval, which can lead to increased overall production time.
Additionally, production may experience delays due to fabric availability or other unforeseen issues. The standard time frame of 20 business days is a rough estimate provided to all customers; typically, orders are completed in less time. We are committed to maintaining ongoing communication throughout the production process and will keep you informed of any delays as they arise.
Delays in Approval for Shipment
Please note that TongenCustom can store completed products for a maximum of 15 days. After this period, a storage fee of $50.00 per day will be charged to the customer. If the customer fails to contact us within one month, we will not be responsible for the goods unless the customer agrees to pay the additional storage charges.
At TongenCustom, we prioritize delivering goods in perfect condition and will seek customer approval before shipment. If the customer does not respond within the specified time frame, TongenCustom reserves the right to ship the goods without approval, at which point we will not be liable for any faulty products.
Please be aware that after two months, the order will be automatically canceled without any refund.
Indemnification
You agree to indemnify, and defend, TongenCustom, its directors, officers, employees, licensors suppliers and agents against all expenses resulting from attorney fees, or any other charges resulting from wrongful conduct.
