FAQ

Meet the humans behind Toby Black, an eclectic mix of designers, storytellers, and cat lovers who live by the motto “Live like a cat”. We’re not a massive corporation; we’re friends who bond over fine design, good coffee, and a passion for crafting pieces that encourage you to lounge like a pro.

We believe life’s meant to be enjoyed, not rushed. That’s why Toby Black, our resident “cat guru,” is on a mission to show humans a better way think easy mornings, mellow afternoons, and a whole lot of lounging. Every product we design tells its own story about chilling out and finding joy in the everyday. So next time you slip on a Toby Black piece, let it remind you to take a step back, smile, and embrace your inner cat.

Our designs come from our in-house creative team in Hong Kong. We brainstorm, sketch, and perfect each piece to make sure it’s as unique as you are. 

We also collaborate with talented artists, illustrator and designer who share the same vision from around the world.

Depending on the product, it might be lovingly put together in our local workshop or crafted by trusted partners we’ve personally vetted. We promise quality and fair production no matter where it’s made.

We handpick materials that look good and stand up to everyday life. From durable cotton blends to snazzy hardware, we focus on quality, comfort, and, of course, style.

Most of our products are machines washable. However, Think gentle! Handwashing or spot-cleaning most items is best. For specifics, follow our care instructions on each product page to keep your piece looking fresh for the long haul.

We know the struggle of guessing sizes! Check out our size guide on each product page. There’ll be detailed measurements and tips for finding your perfect fit.

If you catch it quickly, we’ll do our best to make it happen, just shoot us a message. Once it’s shipped, though, we might have to work through returns or exchanges instead.

We accept all major credit cards, PayPal, and possibly a few magical options (depending on your region). Check the checkout page for available methods.

Shipping times depend on your location and the shipping method you pick. Generally, we will ship out orders within 48 hours and arrive within a week in Asia, and orders from North America or Europe can take a bit longer. We’ll keep you posted!

This varies by location and order amount. We often run free shipping promos, but if not, you’ll see the exact shipping cost at checkout, no surprises.

We’ll email you a tracking link as soon as your order ships. Click on it anytime to see where your goodies are wandering.

No hard feelings! Just let us know within our return window. We’ll guide you through the (super simple) return or exchange process so you can find something you truly love.

Not a problem happens to the best of us. Contact us within the return/exchange period, and we’ll help you swap it for a better fit or find an alternate style.

Oops! That’s on us. Send us a quick message or email with your order details, and we’ll fix it ASAP. Expect an apology and the correct product right away.

We’ve got a solid quality check process, but if something slips through, please reach out with photos and order info. We’ll replace or refund so you’re not stuck with a dud.

Joining is effortless! If you already have a Toby Black account, you are automatically enrolled and ready to start earning. If you don't have an account yet, simply click the "Rewards" button at the bottom right of our website to sign up. It’s free to join and takes only a moment.

We believe every purchase should be rewarded. For every 1 USD you spend at Toby Black, you will earn 8 Points. For example, if you treat yourself to a $50 haul, you’ll instantly add 400 Points to your virtual treat jar!

Your points can be turned into direct discounts on your future orders. Our current redemption rate is 150 Points for a 2 USD discount. The more points you collect, the more you save on your favorite Toby Bags and accessories!

You can view your points at any time by clicking the "Rewards" button at the bottom right of your screen. Once you log in to your account through that panel, your current balance will be displayed right at the top.

Redeeming your points is a simple three-step process:

1. Open the Rewards panel at the bottom right and ensure you are logged in.

2. Go to the "Ways to Redeem" section and select the reward you want to claim.

3. You will receive a unique discount code. Copy this code and paste it into the "Discount Code" box during checkout to see your total drop!

In most cases, our system only allows for one discount code per order. This means you’ll need to choose between using your earned reward points or another promotional code (like a seasonal sale code) to get the best deal for your current purchase.

No. Points and rewards have no cash value and cannot be exchanged for money. They can only be used as discounts on eligible orders placed on our website.