DELIVERY
OUR SHIPPING TIMES :
The times indicated are shipping times, add the carrier's delivery time (24H or 48H depending on the destination).
Our shipping times are indicated several times before the order is validated, so please bear this in mind!
Our products can be :
1) Shipped within 24H / 48H / 72H : For products in stock at Tonnycat or at our supplier in France.
2) Shipped within 1 to 5 days / 5 to 10 days: For products in stock with our supplier in France.
3) Shipped within 8 to 15 days / 15 to 20 days / 20 to 30 days : Concerns a product in stock with our supplier abroad.
Exceptional lead time : Shipped within 1 to 2 months, concerns a product that must be manufactured on demand.
Your complete order will be shipped according to the item with the longest lead time. We will make only one shipment per order.
Please do not hesitate to contact us for exact availability by clicking on the request for further information for the product concerned, or by using the contact form, or by calling us on 05.45.68.18.06.
No delay will justify cancellation of the order or give rise to compensation or penalty.
Our commitment:
stocks of the products we offer are updated daily, but if, exceptionally, a product should run out, we will inform you immediately and offer you a solution adapted to this inconvenience:
- an indication of how long you will have to wait for the product to be restocked.
- or a modification of your order or a refund.
DELIVERY COSTS :
Delivery charges are always calculated as accurately as possible according to the weight and destination of your parcel. They will be indicated when you place your order.
They depend directly on our carrier's price list at the time your order is placed.
When ordering several products, it may happen that the shipment is split into several parcels.
In some cases, we will group items from several orders in a single parcel.
However, the shipping costs invoiced will never be higher than those estimated when placing your order.
For logistical reasons, TONNYCAT reserves the right to change the carrier of your order. You will be notified immediately.
* FREE DELIVERY TO A RELAY POINT:
Your order will be shipped free of charge for "point relais" delivery in mainland France, subject to the following conditions:
- the total value of your order must exceed 99 euros incl. VAT excluding shipping costs (this will be indicated when you place your order).
- The parcel (or the total of your parcels) containing your order must not exceed 20Kg
- Free shipping does not apply to oversized packages. It must not exceed 1 meter
- Delivery will be made in metropolitan France to a relay point.
FREE HOME DELIVERY :
Your order will be shipped free of charge under the following conditions:
- the total value of your order must exceed 800 euros including VAT excluding shipping costs (this will be indicated when you place your order).
- Delivery will be made in mainland France.
DELIVERY AND TRACKING CONDITIONS :
The list of carriers compatible with the weight and size of your package(s) is indicated when you place your order.
The transport of your order will be ensured by the carrier(s) partner(s) of this offer at the time it is proposed.
TONNYCAT.com cannot be held responsible for carrier delays.
Our goods travel at the buyer's risk.
On the day your order is dispatched, you will automatically receive an e-mail or SMS from us indicating that your parcel(s) have left our warehouses.
The transport company will also send you (within 24 hours) a tracking number for each of your packages,
You will also receive a link to the carrier's website, enabling you to track your shipment in real time.
Items can be delivered by different carriers.
We offer several home delivery options, with or without signature.
No claims can be accepted for delivery without a signature.
If you choose home delivery with signature, your parcel will be given to you personally against signature. Under no circumstances may the parcel be left with a neighbor.
In the event of a delivery dispute, we will file a claim with the carrier. If the carrier confirms that the parcel has been delivered to you, the claim file will be closed and we will not be able to return the goods or issue a refund, as proof of delivery cannot be contested.
DELIVERY METHODS :
WAREHOUSE DELIVERY :
IMPORTANT:
Online ordering is MANDATORY to take advantage of this delivery method.
Do not come to the warehouse before we confirm that your order is ready!
HOME DELIVERY :
Home deliveries are made Monday to Friday between 8am and 6pm.
We recommend that you provide us with a delivery address where you, or a third party, can ensure receipt of the parcel during working hours.
You can indicate a delivery address different from the billing address when placing your order, and also specify a telephone number for the delivery address (if different).
If the carrier is unable to deliver your order, it will be held in its warehouse or in the nearest post office for you to collect it.
A delivery notice will be left in your mailbox.
DELIVERY TO RELAY POINTS :
You can choose to have your order delivered to a relay point near your home or workplace!
You will be offered this choice when you place your order.
The list of points relais is regularly updated by our carrier according to availability.
Some relay points may be periodically on vacation, in which case they will not be offered.
As soon as your parcel is deposited at the relay point, you will receive an SMS and/or e-mail to inform you.
DELIVERY OUTSIDE FRANCE :
For deliveries outside France, delivery charges depend on the destination and will be announced to you when you place your order.
For transport reasons, some products cannot be shipped to certain countries or to Corsica. In this case, you will be informed at the delivery stage of your order.
DELIVERY OF BULKY ITEMS :
Bulky items are bulky or heavy products requiring a special delivery method by appointment.
Within two days of your order being dispatched, our carrier will contact you to confirm that your order has been dispatched and is ready for delivery.
You will then be able to arrange a delivery appointment directly with him.
This contact can be made by email or telephone (SMS).
Your order will be delivered to the entrance of your home or the main entrance of your building.
Depending on the item ordered, we recommend that you ask for help in handling it.
This delivery will be made against signature.
Under no circumstances may the parcel be left with a neighbor.
CHECK YOUR PARCEL CAREFULLY:
To avoid any disputes, please always check your parcel in the presence of the delivery person!
Under no circumstances should you accept a parcel that is in poor condition, repackaged, wrapped in adhesive tape, too light or that has been opened during transport without first checking the contents.
If you follow these simple rules, you'll certainly avoid a delivery dispute:
If the parcel is damaged, refuse it!
If the parcel is in good condition, check the integrity of the contents in the presence of the delivery driver or La Poste counter clerk.
All delivery personnel are obliged to remain present while you check the condition of your items. Even if the driver is in a hurry and reluctant to let you check your parcel, insist on carrying out these checks. If an item is missing or damaged, refuse the parcel! If there is no apparent problem, but the package is not in perfect condition, accept the delivery with detailed reservations.
The words "subject to unpacking" are not valid in the event of a complaint: describe precisely what you have observed and take photos of your parcel (if possible before opening) from all angles.
In the event of a delivery dispute, we will file a claim with the carrier. If the carrier confirms that the parcel has been delivered to you, the claim file will be closed and we will not be able to return the goods or reimburse you, as proof of delivery cannot be contested.
TAXES AND DUTIES :
Taxes and duties are calculated according to your shipping destination.
MAKE A RETURN :
If products need to be returned to us, a return request must be made to our Customer Service Department.
Open your Tonnycat customer account, choose "MY RETURNS" then let us guide you ...
RETURN SHIPPING COSTS :
RETURN SHIPPING COSTS AT YOUR EXPENSE: within 60 days of delivery for a retraction
FREE RETURN SHIPPING COSTS: within 60 days, if you have not received the correct reference (return shipping costs at our charge).
Any claim made outside this 60-day period will not be accepted.
For a retraction, or if you have not received the correct reference, the return of the product can only be accepted for products in their original condition and packaging.
After filling in the return form, you will receive our acceptance and confirmation of your return by email.
You will be given a returns number.
Please write this number legibly on your parcel.
In the interest of restocking products, no returns will be accepted for a tire and rim pack delivered assembled, or for any customized item.
TO RETURN YOUR PRODUCT :
Request a return directly from your customer account.
1/ Select the order concerned (reference), then CREATE A RETURN
2/ Tick the item(s) that do not meet your expectations, then fill in the various options, and send.
After approval by our customer service department, and as indicated in our returns conditions, in the event of a delivery error on our part, a prepaid label will be sent to you upon approval of your return for reshipment of your parcel.
The product must be returned to us whole, undamaged, undrilled, undismantled, unmodified and in its original packaging, by Colissimo Suivi, to the following address:
SAS OVERDRIVE / TONNYCAT
27 RUE DE LA GARENNE
16160 GOND PONTOUVRE
When returning products, we recommend that you overwrap the original packaging, as we can only take back products returned in their entirety with their original packaging, all of which must be intact and in good condition.
Refunds or exchanges assume that you have not damaged the product or returned it incomplete.
Otherwise, Tonnycat.com (OVERDRIVE) will be entitled to apply a discount to the returned product.
If the product arrives unpackaged and damaged, Tonnycat.com (OVERDRIVE) reserves the right to return the product as is.
Return risks: precautions to take
We would like to draw your attention to the fact that, in the absence of a prepaid label, you must return the product :
declare the value of the product, as shown on the purchase invoice
make sure that the return is fully insured, in line with the purchase invoice.
In the event of a return at your expense and without additional insurance, you are informed that the carrier will only compensate you up to the legal rate.
HOW TO RETURN YOUR PRODUCT
1/ Place the product in new condition in its original box.
2/ Then place it in the shipping carton used for the return shipment.
CAUTION: NEVER USE THE ORIGINAL PACKAGING AS PACKING MATERIAL.
Put the product in its original packaging (in perfect condition), then place it in a neutral carton, taped shut.
3/ Put the documents you need for your return in the return box:
A copy of your purchase invoice + your return agreement.
Your returned products must be carefully protected to avoid damage to the parts in the box during transport, which will result in the refusal of your return.
4/ Carefully seal the return box and write the following address on it: SARL OVERDRIVE, 22 AVENUE DE LA REPUBLIQUE, 16160 GOND PONTOUVRE:
THE DIFFERENT PROCESSING STATUSES OF YOUR RETURN:
You can access the status of your return at any time in "MY RETURNS" in the "My Account" section of our website.
REFUND PROTOCOL FOR YOUR RETURN :
Once we have received and validated the acceptance of your product return, we will offer you a refund for the returned products.
Refunds of shipping costs related to your order are not refundable.
Upon request or prior agreement, we can offer you a credit note for returned products in the form of a TONNYCAT CREDITS credit note valid on future orders.
The balance of your "CREDIT TONNYCAT" account can be viewed in the section: MY CREDITS
If you change your mind, you can request reimbursement of this credit in euros within 15 days of receiving the confirmation email. Simply make the request.
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TO MAKE YOUR RETURN REQUEST:
Go to your customer area, heading MY RETURNS
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Customer service :
Telephone: 05.45.68.18.06
Mail: serviceclient@tonnycat.com
Mail: S.A.S OVERDRIVE, 27 rue de la Garenne, 16160 GOND PONTOUVRE