Frequently Asked Questions (FAQ's)
Order, Payment, and Shipping Information
Find answers to common questions about placing orders, payment methods, order modifications, shipping costs, delivery times, tracking your order, and international shipping. Our goal is to make your shopping experience as smooth as possible while ensuring your products arrive quickly and securely.
Orders & Payments
How do I place an order on TomCruiser?
At the moment, you can place your order directly through our website by selecting your preferred products and submitting your details.
Currently, online payment options are not available — once our payment gateway is activated, you’ll be able to complete your purchase securely through multiple payment methods.
Can I modify or cancel my order after placing it?
Orders can only be modified or canceled if they have not yet been processed for shipping. Please contact our customer support team immediately for assistance.
Do you offer payment plans or installments?
Currently, we do not offer payment plans, but we accept various secure payment methods to make your shopping experience as convenient as possible.
I didn’t receive an order confirmation email. What should I do?
Please check your spam or junk folder. If you still haven’t received it, contact our customer service team, and we’ll resend the confirmation.
Shipping & Delivery
How much does shipping cost?
Orders up to AED 120: Standard shipping charge applies.
Orders between AED 100 and AED 150: AED 15 shipping fee.
Orders above AED 150: Free shipping.
How long will it take for my order to arrive?
Standard Shipping: 2-4 business days, Express Shipping: Same-day delivery (for orders placed before 3 PM in Dubai, Abu Dhabi, and Sharjah)
Returns, Exchanges, and Product Warranty Information
Find everything you need to know about our return and exchange policies, including how to initiate a return, exchange timelines, and any applicable fees. Additionally, learn about the warranties on our products, including coverage for defects, how to register your product, and how to handle warranty claims. We’re committed to ensuring that your TomCruiser products meet your expectations and that any issues are resolved smoothly.
Returns & Exchanges
What is your return policy?
We accept returns within 30 days of receiving your order. The product must be in its original condition, with all tags and packaging intact.
How do I return an item?
To return an item, please visit our Returns & Exchanges page, fill out the form, and follow the instructions. Our customer service team will guide you through the process.
Can I exchange an item instead of returning it?
Yes! We offer exchanges for products of equal value. Please contact our customer support team to arrange the exchange.
Are returns free of charge?
For UAE orders, returns are free. For international returns, return shipping costs may apply. Please refer to our Returns & Exchanges page for full details.
How long does it take to process a return or exchange?
Returns and exchanges are processed within 5-7 business days after we receive your returned items. You’ll be notified once the process is complete.
Product & Warranty General Questions
Are your products covered by a warranty?
Yes, all TomCruiser products come with a manufacturer’s warranty that covers defects in materials and craftsmanship. The warranty duration depends on the product type.
What should I do if my product is damaged or defective?
If your product is damaged or defective upon arrival, please contact our customer service team immediately with your order number and pictures of the damage.
How do I register my product for warranty?
You do not need to register your product for warranty. Simply keep your order confirmation email or receipt as proof of purchase in case of warranty claims.
What if my product isn’t covered by the warranty?
If your product is no longer covered by the warranty, we offer repair and replacement services at reasonable rates. Please contact our customer service team for more details.
How can I tell if a product is still in stock?
The availability of each product is displayed on the product page. If an item is out of stock, you can sign up to receive notifications when it’s available again.