Shipping & Shopping

Tools to Liveby will send you an Order Confirmation email when you place an order online, it will take 1-3 working days to dispatch your items. After shipping your items we will email you your tracking number to follow the progress of your order online; you can also log-in to your account in 【My Orders】 to view the status.

Mainland Taiwan

  • Standard Delivery (5-7days) - Chunghwa Post
  • Express Delivery (1-3days) - T-Cat
  • Your order will be shipped via a Standard Service unless you select an expedited shipping method.
  • Postage rates calculate by each deliver company, based on their policy.

China / Hong Kong / Macau

  • Parts of the products cannot be shipped to some areas by SF Express owing to the delivery limitations of SF Express (ex: scissors, blades, something sharp-pointed and fragile like glass). If customers purchase those items, the system will automatically use Chunghwa Post(EMS) to deliver the package. The postage rates are calculated by each deliver company and based on their policy.

International

If your country can not deliver by any of above services please email to our customer services will get in touch with you.

* Postage rates calculate by each deliver company, based on their policy.

Return & Exchange

Return and Exchange Procedures

TOOLS to LIVEBY ONLINE SHOP provide 7 days of satisfaction for return or exchange products in Taiwan.

Please contact the customer service within 7 days of receiving your order, informing your name, order No., contact number, item details and the reasons why you need a return or exchange.

Our customer service staff will process your request within 48 hours. However, please note that during busy periods, such as seasonal or promotional sale along with Christmas & New Year, processing may take longer.

Please ensure that you return your item(s) back to us within the original packaging where appropriate along with the invoice and packing list.

Please read our Return and Exchange Policy for further details.

Please allow 7 days for us to process your return, if you do not hear from us within 7 days please call us on +886 2-2732-8777.

Customer Service:

  • TEL / +886 2-2732-8777
  • Email /
  • Office Hours / Mon. to Fri. 10:00am-13:00pm 14:00pm-19:00pm (Closed on the public holidays and weekends in Taiwan)

Return and Exchange Policy

Please inform and send back the return/exchange product within 7 days days of receiving your order. We cannot exchange/refund any items received after the required time. Under some conditions the product may not be eligible for return or exchange, furthermore, you may even need to be responsible for damage costs. Therefore, please read the following return/exchange policy before making the order.

  1. The returned product MUST be in its original packaging, including the product itself, accessories, gifts, warranty, and all attached documents. A damage fee will be deducted from the refund if the original package had been damaged.
  2. It's the buyer's responsibility for the return and redelivery costs in all cases other than when returning faulty products. Tools to Liveby will return and redelivery to the original shipping address, if the buyer changes the address then the buyer will pay the extra or difference for the shipping cost.
  3. Please do NOT unwrap or try out any consuming products (ex. glue stick, coloured pencils, paper tape...etc.), since it may affect your right to return or cause you to be responsible for damage fees.
  4. Please send the WHOLE set of products back if it's a promotional set when processing a return.
  5. Exchange can ONLY be done with the same product, you can't exchange product A for product B. Please process a return first then make a new order for desired product if you need an exchange for different product or size.
  6. Tools to Livebt may refuse to exchange or cancel the purchase. This depends on the situation and if a member made a mass return/exchange which caused operating disturbances.
  7. This return & exchange police is for Tools to Liveby online store ONLY, and can NOT adapt to Tools to Liveby physical store.
  8. Tools to Liveby will process your refund immediately after receipt of the returned product and credit note. Credit card refunds will be send to the card issued bank within 30 working days. Please contact your bank if you have any enquiries on when the funds will transfer back to your account.

FREQUENTLY ASKED QUESTIONS

MY ACCOUNT

Q1. Do I need to register an account to place an order?

You don’t need to register an account to complete a purchase. You can “check out as a guest” to complete your order. However, if you register with us, you will enjoy the following benefits via your Tools to Liveby account:

    


  • Save your address and credit card details to check out faster next time
  • Track your orders and manage your order history
  • Collect credits and become our VIP
Q2. How to use “check out as a guest”?

Add your items to the basket, click【Proceed to check out】→【check out as a guest】→ fill in all the details at 【Order Information】 and finish check out.

* Please make sure you provide all the necessary information to ensure your shopping goes through.

Q3. How to register an account online?


Please click【Log in/ Join】→【Join Us】to register an account, after registering you will receive a confirmation email to finish.

Q4. I already apply a Tools to Liveby account in the store, do I need to register online again?

If you already apply an account at Tools to Liveby Taiwan stores, you are half way there. After Tools to Liveby got your details, you will receive an email with instruction to next step. Please go to the Tools to Lveby official website, click【Log in/ Join】→【Join Now】→ 【Register an account】; please enter the phone number and email you used on the application, set up your password and fill in other information to complete your registration.

* Please do not apply more than once and make sure you follow the instructions to ensure you get your account fully registered.

Q5. How to change your password?

Please【Log in】and click【Account Settings】to change your password.


Q6. Forgotten password?

Please click【Log In】→【Forget Password】. Follow the instructions as stated. Please re-log in after the password has been changed. Remember to check your junk mail if you haven’t received any email notification of the new password after a while, thank you.


Q7. How can I unsubscribe newsletters?


Click 【unsubscribe】at the bottom of the newsletters, enter you email to unsubscribe.

VIP

Q1. How to become a VIP in Tools to Liveby?

You need to apply an account at Tools to Liveby in store or online first. Please click 【Log in/Register】and enter your basic personal information to complete your registration online. All the transactions made in both the Tools to Liveby official website and Tools to Liveby stores are automatically accumulated once you have done the registration.

All the cumulative purchases are based on the actual amounts paid after discount and will be deducted when (a) return is made.

Free shipping for any online shopping over NTD 3000 for those who have registered an account at Tools to Liveby official website. VIP's can enjoy free shipping when spending over NTD 1200 on the Tools to Liveby official website. (Taiwan only)

Single transaction over NTD 6,000 or cumulative purchases over NTD 10,000 within a year, you will become a TTLB VIP automatically for one year, and enjoy the following benefits:

Discounts 10% off discount per transaction
Birthday Special 15% off for you birthday (ONE transaction on birth month only)
Shipping Discount VIP can enjoy free shipping when spending over over NTD 1200 online. (Taiwan only)
Expiry Date One year from the date of qualification
Qualifications Single transaction over NTD6,000 or cumulative purchases over NTD10,000 within a year. The VIP membership will renew automatically with cumulative purchases over NTD8,000 or 10 transactions for the next year after you've achieved VIP status.
  • All special offers and discounts do not apply to some items with VIP discount, please follow the instructions in the Tools to Liveby store or Tools to Liveby website.
  • VIP discount doesn’t apply with the “Birthday Special”
  • VIP discount doesn’t apply to the shipping fees.
  • Shipping Discount is Taiwan only.
  • The delivery fee is not calculated in single transaction over NTD6,000 or cumulative purchases over NTD10,000 within a year.
Q2. How to maintain my VIP qualification?

All purchases made in the Tools to Liveby stores or Tools to Liveby official website can be accumulated and the yearly cumulative purchases need to be under the same registered account. The VIP membership will renew automatically with cumulative purchase over NTD8,000 or 10 transactions on the next year after you've achieved VIP status.

  • All special offers and discounts do not apply to some items with VIP discount, please follow the instructions in the Tools to Liveby store or Tools to Liveby website.
  • VIP discount doesn’t apply with the “Birthday Special”
  • VIP discount doesn’t apply to the shipping fees.
  • Shipping Discount is Taiwan only.
  • The delivery fee is not calculated in single transaction over NTD6,000 or cumulative purchases over NTD10,000 within a year.

SHOPPING

Q1. What’s the minimum purchase for free shipping online?

Registered account – Free Taiwan shipping with single net purchase over NTD3,000 in total.

VIP account – Free Taiwan shipping with single net purchase over NTD1,200 in total.

  • The purchase amount is based on the amount after discount.
  • The free shipping is available for mainland Taiwan ONLY, including Kinmen, Matsu and Penghu.
Q2. Do I have the priority to purchase the items I have in the shopping cart?

We can't assure you get the products kept in the shopping cart before the transaction is made. Product stocks are distributed in a first paid first get basis.

Q3. How to check the status of my order?

Please log in first, then go to【Account 】→【My Order】to check the order status.

* You need to register an account online to check your status.

Q4. Can I cancel or make any change after the order is made?

The customer service centre is not able to assist on changing the product or quantity since all orders are processed automatically by the system. Therefore, please ensure that the product and quantity selected are correct before you check out.

If any alteration or cancellation is needed, please contact the customer centre. They will help you send a return form first and place a new order.

Q5. How to change the delivery address after I place my order?

Please contact the customer service centre. If the order status shows “Preparing for dispatch,” the customer service staff can assist you in changing the delivery address. However the customer service centre can not exchange the address if your order is dispatching.

Q6. Do we ship internationally?

Yes, we ship to over 100 countries. For a full listing of the countries to which we ship, please visit our Shipping page.

Q7. What payment methods do you accept?

Tools to Liveby accept : Visa, MasterCard, JCB, and China Union Pay online.

DELIVERY & SHIPPING

Q1. How to calculate the shipping rates?

The shipping rates and cost are based on your order and deliver country, it will auto calculate on the check out page. Please check the Shipping page for more detail on delivery charges by country.

Q2. How long does it take to receive my order?

A confirmation email will be sent out once the transaction is done, and your order will be delivered within 5 working days unless the following special conditions occurred: appointed delivery time specified by the customers, payment failure, wrong deliver address or contact number, or any force majeure like typhoon, earthquake or any kind of natural disaster. If you place an order on Friday after we've process all the orders, then yours will be handled on the following Monday. You can also check your order status by clicking 【Account → My order】.

  • The delivery time might be delayed or postponed under difficult conditions such as bad weather conditions or disruption of traffics. Shipment to outside of mainland Taiwan or oversea might be postponed due to the weather conditions or change of flights and sailing schedules, so please forgive us if any delay occurred.
  • We'll make an announcement on the website if any special condition occurred.
  • If you didn’t register an account with us, then you can track your order with your tracking number but your account.
Q3. How to track my order?

You can check your order status by clicking 【Account → My order】to see if it's been dispatched.

* If you didn’t register an account with us, then you can track your order with your tracking number but your account.

A4. SOME ITEMS HAVE SHIPPING RESTRICTIONS, WHY?

Due to international trading agreements and regulations, Tools to Liveby is obliged to adhere to particular shipping restrictions.

As a result, we are unable to dispatch some products/brand items outside of Taiwan. In addition, some products not allowed to be shipped to some countries. If you add a product to your shopping bag that we are not permitted to ship to your country, the site will automatically identify it and prompt you to remove it. To proceed with purchasing this item, you would need to ship it to a different destination address.

Q5. Do I need to pay import tax or duties?

Shipping charge does not include any import tax/duty or insurance. Taxes and duties are calculated according to your shipping destination, TW VAT will be applied to orders dispatched within Taiwan.

Most countries are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be charged on buyer if occur in the importing country.

As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival.

INVOICE

Q1. Can I get multiple invoices under one single order?

We suggest you to order separately if you need more than one invoice, since each order only has one invoice made automatically by the system. We apologise for any inconvenience caused. IF you have any special requirements or requests for large or corporate orders, please contact customer services at for assistance.

Q2. When and in what form will the invoice be issued? Can I assign the invoice date, amount purchased and content?

A triplicate uniform invoice will be issued and included in the package when dispatched. All invoices are automatically created by the system, so it's impossible to assign the invoice date, amount purchased and content. We apologise for any inconvenience made.

Q3. What can I do if the VAT number is incorrect?

Please contact the customer service centre with your name, contact number, order number, shipping address and VAT No, then send back the incorrect invoice. Our staff will reissue a new invoice as soon as we received the one you returned. We apologize for any inconvenience made.