shanandtoadReviews of shanandtoad.com

Response from shanandtoadOct 23, 2026

Hi Ms. Mari, Thank you for bringing this to our attention, and please accept our sincere apologies for the delay in responding to your email. Upon checking, we found that your message had been sent to Shana’s personal email address and was unfortunately overlooked. We understand how frustrating this must have been, and we sincerely apologise for the inconvenience. Regarding your order, the item purchased was a pre-order that we had not yet received from our supplier. We would appreciate it if you could forward us the email you received regarding the missing item so we can investigate this further and better understand what happened. In the meantime, please rest assured that we have already processed a full refund for your order, which should reflect in your account within 1–2 days, depending on your payment provider. For any future enquiries, we kindly recommend contacting us at [email protected] or through our website’s live chat so our team can assist you as promptly as possible. We truly value your feedback and are sorry that we fell short of your expectations. Thank you for giving us the opportunity to address this matter, and we hope to provide you with a much better experience in the future. Best, Shan and Toad team

Response from shanandtoadAug 10, 2026

Hi, thank you for taking the time to share your feedback. We are truly sorry to learn that your experience has been disappointing, and we appreciate the opportunity to provide some clarification regarding your order. We received your confirmation to proceed with the order on August 3. As our warehouse had already closed for the day, we advised that the order would be processed and dispatched on the next business day. The shipment was subsequently sent on August 4. Upon reviewing the latest tracking information, we can confirm that the package is currently being held by Customs. Earlier today, FedEx contacted us requesting additional information to facilitate the customs clearance process, and we have already provided the required documentation. We are now awaiting further updates from their team. While customs-related delays are unfortunately beyond our direct control, we completely understand how frustrating this situation must be, particularly when you are eagerly awaiting your order. Please be assured that we are actively monitoring the shipment and working closely with FedEx to help expedite the clearance process wherever possible. We will continue to follow up and keep a close eye on the progress until the package is successfully released and delivered. At Shan and Toad, we are committed to providing exceptional service and a seamless shopping experience, and we are disappointed that we have not met your expectations on this occasion. We hope that by resolving this matter promptly, we can restore your confidence in our brand. Thank you for your patience, understanding, and for giving us the opportunity to address your concerns. Should you have any questions in the meantime, please do not hesitate to contact us.

Response from shanandtoadAug 10, 2026

Hi, thank you for your feedback. We sincerely apologize for the frustration and concern caused by the delay in updates regarding your order. We have now been in contact with you directly and can confirm that your order has been shipped. Prior to dispatch, we reached out regarding potential import duties and taxes that may be charged by Customs and awaited confirmation before proceeding, which unfortunately contributed to the delay. Our intention was simply to ensure you were fully informed before shipment, so there would be no unexpected charges or delays once the package reached Customs. We understand that this may have caused frustration, and we sincerely apologize for the inconvenience. We appreciate your patience and the opportunity to resolve this matter, and we remain available to assist you throughout the delivery process.

Response from shanandtoadJun 8, 2026

Thank you for your feedback. While we respect your right to share your experience, several statements in your review are inaccurate and we would like to clarify them for future customers. Shan and Toad is a U.S.-owned company, but we have not represented ourselves as shipping from the United States since relocating our warehouse operations in 2020. Our FAQ clearly states that orders are shipped from New Delhi, India, and this information has been publicly available on our website for years. We also clearly disclose that international orders may be subject to local import duties and taxes, which are the responsibility of the recipient. This information is included on our website and acknowledged during the checkout process by customers placing international orders. Regarding customer service, we take great pride in responding to customer inquiries and carefully assisting shoppers throughout the ordering process. We are therefore disappointed to read your characterization of our support team. We understand that customs charges and delivery timelines can be frustrating, and we regret that your experience did not meet your expectations. However, we believe it is important that customers have an accurate understanding of the information that is provided before purchase. We appreciate your business over the years and wish you all the best.