Frequently Asked Questions (FAQ)
Why do some figures change during production from the original prototypes that are first introduced?
An original design and its resulting prototype is a starting point and guideline in the artistic development of a TONNER® figure. Tonner strives to ensure that our production follows the prototype very closely, and our prototypes do give an accurate representation of what collectors can expect when they receive a figure. However, Robert Tonner meticulously reviews every design detail of a figure as it passes into production and sometimes he may make adjustments if the evolution of the figure from prototype to production does not capture the essence of the design, even if it ultimately varies from the prototype. It is Robert's goal to not release any doll into the marketplace unless it holds up to his design standards. A TONNER® figure carries the distinction of its maker being involved in every part of the process from concept to final production.
What does 'Limited Edition', 'Open Edition' & 'Annual Edition' mean?
Several companies have their own definitions for what each of these terms mean. For Tonner:
- A 'Limited Edition (LE)' means that a product is produced only to a specific number.
- One of the most common misconceptions is that 'Open Editions' are always available since they do not list a specific manufactured quantity. This is not necessarily so. Once the initial production run of an ‘Open Edition’ has come and gone, there may be a decision not to re-order therefore ending the edition. Please understand that open editions are produced based on INITIAL orders and may not be produced in levels to meet market demand. ‘Open Edition’ also does not guarantee continuous availability.
- 'Annual Edition' products are items produced only within a current catalog year.
- Please note that some retailers do not wish the production quantity of their exclusive edition to be released. In these instances, we honor the request and label the edition as a 'Special Edition'.
Why doesn't Tonner number its editions?
Tonner feels that our products are readily identifiable in the marketplace. TONNER® figures are generally marked on the head to identify them for authenticity purposes. These markings in combination with the packaging identify the figure and/or outfit/accessory as a genuine TONNER® product. The numbering of figures in mass production can be very misleading to collectors, as it is never a true representation of the figure’s actual place in the production line. Also, the numbering of figures misrepresents the items quality in terms that a low number is often portrayed as better than a high number. Most often, the opposite is true. As the production matures, the figure's quality improves. Numbering is more accurately an important feature for ”artist figures” created in very small quantities, by the artist, in a very controlled environment.
How is an original figure made?
From sculpting the character to creating the clothes and accessories, a multi-talented team of artisans participate in every step to make each TONNER® Doll and Character Figure™. In order to answer this question...it would be best to show you! Please go to our Community page to view YouTube videos and to read blog posts which reveal the process by which TONNER® dolls and character figures™ come to life!
What is Tonner's Unconditional Guarantee?
We want every customer to be completely satisfied with their purchase directly from www.tonnerdoll.com or our retail store. If you would like to return an item, you may do so within 30 days of purchase for replacement, credit or refund of 100% of the total purchase price of the items including tax. Please include a copy of your invoice. The item must be in original condition with no signs of wear or damage in original packaging with all accessories to be eligible for return. Shipping and handling charges are non-refundable and we do not accept returns COD. Please allow a minimum of 7-9 business days for your return to be processed. As always, any item purchased from us that is defective will be repaired or replaced at no cost to the consumer (including shipping if we agree it’s defective) provided it is returned with sales receipt within 30 days of purchase. Please note that we retain limited quantities of replacement items for up to two years from the year of a product’s release. We will not be able to replace items later than the second year after the year of an item’s release. Please call our Customer Service center at 1-800-794-2107 (International calls: 845-339-9537) for a Return Authorization # prior to returning the product.
All returns should be sent to:
Tonner Doll Company, Inc.
Attn: Return Dept.
252 Welsh Pool Road
Exton, PA 19341
We ship all items purchased through www.tonnerdoll.com via UPS for all purchases sent to the 48 contiguous US states. UPS does not deliver to post office boxes and imposes a penalty fee for shipments that need to be redirected. There is a notice on the shipping choice page of our checkout advising that post office boxes are not an option for UPS choices. If a customer chooses UPS as their shipping option and causes the system to send to a PO box, or if an address is incorrect and UPS charges a penalty for redirecting the package, a fee of $15.00 will be charged to the customer. Paypal shipping information overrides the shipping information in our system, please be certain to include a physical address in your Paypal information if using Paypal for payment on www.tonnerdoll.com.
How can I order TONNER® products?
When you shop with Tonner and TonnerDirect, you pick the method that works best for you.
Phone – Order by phone by calling 1-800-794-2107, Monday – Friday, 8:30 am to 5:00 pm EST.
Fax – Fax your completed order to us at 1-845-339-1259.
Mail – Mail your completed order to us at:
PO Box 4410
Kingston, NY 12402
Attn: Customer Service
Or place your order on-line 24 hrs/day, 7 days/week on this website.
What forms of payment do you accept?
We accept MasterCard, Visa, American Express and PayPal. You must be at least 18 years old to order. Personal checks and money orders should be made out to Tonner® Company Store. Please allow 10 days for personal checks to be processed. Please do not send cash.
Who should I contact if I have questions?
Please visit our Contact page for more information.
What are the shipping options?
Please allow two business days for your order to be processed. We ship most packages via UPS ground so you are assured of fast, reliable service. Depending upon your location, you should receive your purchase within 3 to 7 business days. Two-day UPS service is available for an additional charge. For rush or overnight shipping, please contact our Customer Service department via our Contact page. A small handling charge will be added to UPS Ground, UPS 2nd Day Air and some USPS shipments.
Standard Shipping Rates:
For shipping cost accuracy TonnerDoll.com is now using UPS Real-Time Shipping Rates.
What is your policy regarding international orders, shipping and handling rates?
Please note that some licensed product have limited distribution.
We ship all international orders via USPS Priority Mail.
International shipping charges are based on the value of items in your cart and the destination for your shipment. Please note that any additional customs or duty fees encountered are the responsibility of the customer.
Is there sales tax charged on TONNER® products?
Please note that State Sales Tax will be charged if you live in, or are shipping to the following states:
Are there any employment opportunities at Tonner?
Please see our Employment page for more information.
Actual products may not be exactly as shown. We reserve the right to make improvements or slight alterations. We also reserve the right to limit quantities. Special offers and discounts cannot be applied towards previously purchased merchandise. For more information, please call our Customer Service Center at 1-800-794-2107 or via this site's Contact page.