Tomegate Help Center

How can we help?

Clear steps for your account, checkout, orders, shipping, returns and support.

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From cart to delivery

Visual guide

Cart

Review the exact listing and condition.

Address

Confirm a supported delivery address.

Payment

Complete payment when checkout is available.

Order

Tomegate confirms the order state.

Shipment

Tracking appears after dispatch.

Delivered

Return/support options depend on order state.

Decision guide

Return and refund are separate

A return decision, physical inspection and financial refund are different states.

Return approved

Follow Tomegate instructions. Approval alone is not a completed refund.

Item inspected

Tomegate records the physical outcome before restock decisions.

Refund completed

The financial refund is complete only after confirmed refund success.

Step-by-step help

8 guides

👤 Account & sign-in

Verify your email address

Verification protects your account and unlocks important account actions.

  1. 1Sign in and open Your account.
  2. 2Choose Send verification email when prompted.
  3. 3Open the newest Tomegate verification email.
  4. 4Follow the link and return to Tomegate.

Expected result

Your account shows the email as verified.

Open your account

👤 Account & sign-in

Use Google with your Tomegate account

Connect Google to the Tomegate account you already use so your history stays together.

  1. 1Sign in to your existing Tomegate account.
  2. 2Open Account and choose Connect Google.
  3. 3Confirm your Tomegate password.
  4. 4Complete the Google account chooser.

Expected result

Google becomes another sign-in method for the same Tomegate account.

Open account security

đŸ’ŗ Payments & checkout

How checkout works

When online checkout is available, Tomegate validates the delivery address and payment before confirming a paid order.

  1. 1Review the exact book listing in your cart.
  2. 2Sign in and confirm the delivery address.
  3. 3Tomegate validates the address.
  4. 4Complete payment when checkout is available.
  5. 5Wait for Tomegate to confirm the order.

Expected result

A successful order appears in Your orders after server/provider confirmation.

Important

If Tomegate says online checkout is temporarily unavailable, checkout is intentionally disabled. You can still browse books and review policies.
Open cart

đŸ“Ļ Orders

Check an order and its status

Order detail is the main place to review order, cancellation, return, refund and shipment progress.

  1. 1Sign in.
  2. 2Open Your account → Your orders.
  3. 3Choose the order.
  4. 4Review the current status before taking another action.

Expected result

The page shows the current Tomegate state and the actions available to you.

Open your orders

🚚 Shipping & tracking

Track a shipped order

Tracking appears on the order after Tomegate records the shipment.

  1. 1Open Your orders.
  2. 2Choose the shipped order.
  3. 3Find the shipment and tracking section.
  4. 4If tracking stops updating or shows a delivery problem, open Order support.

Expected result

Shipment information remains attached to the order so you and Tomegate support share the same context.

Read shipping information

↩ī¸ Returns & refunds

Request a return after delivery

Return approval, physical inspection and refund completion are separate states.

  1. 1Open the delivered order.
  2. 2Choose the available return option and explain the reason.
  3. 3Wait for Tomegate review and instructions.
  4. 4Follow the approved return instructions when a return is required.
  5. 5Watch the order for refund progress after inspection.

Expected result

The return has its own status. A refund is complete only after the financial refund state is confirmed.

Read returns & refunds

🛡ī¸ Report a problem

Report a problem with an order

Use a support case for delivery, condition, wrong-item or authenticity concerns. Photo evidence is added from inside the case after it is created.

  1. 1Open Account → Support.
  2. 2Create a support case for the affected order and describe what happened clearly.
  3. 3After the case is created, open it from Your cases.
  4. 4Under Photo evidence, choose Add photo.
  5. 5Add relevant JPEG, PNG or WebP photos when helpful.
  6. 6Continue the conversation in the same case.

Expected result

Authorized Tomegate staff can review the conversation, order context and approved evidence together.

Important

Photos must be JPEG, PNG or WebP. Keep each photo at 2 MB or less when possible; 5 MB maximum per photo, up to 10 photos per case. Do not upload passwords, payment-card details or unrelated sensitive records.
Open Order support

🔐 Privacy & security

Protect your Tomegate account

Keep your sign-in methods private and use only accounts you control.

  1. 1Use a unique Tomegate password.
  2. 2Do not share verification or password-reset links.
  3. 3Use a Google account you control if you connect Google.
  4. 4Sign out from shared devices.
  5. 5Contact Tomegate if you see activity you do not recognize.

Expected result

Your account remains tied to sign-in methods you control.

Read Privacy

Still need help?

Keep the issue connected to your order

For order-specific problems, use Order support so your conversation, approved evidence and order context stay together.

Order supportGeneral contact