Tonic Studios USA Help Center

Lots of questions are answered here in the help center! If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us by opening a support request below.

We’re always happy to help!

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1. General Questions

Who is Tonic Studios?

Tonic Studios was established in the UK in 2001. We are known for our innovative cutting dies, Tonic Craft Kit subscriptions, high quality Craft Perfect papers, and Nuvo mixed media finishes. Tonic Studios USA opened for business in 2015, making it easier for customers in the United States to purchase Tonic goods. We also sell products from a few of our favorite sister brands on this site.

Where do you ship to?

We ship to the 48 contiguous United States, Alaska, Hawaii and Puerto Rico. We are pleased to offer FREE shipping within the contiguous U.S. for every order over $75. 

 

For all other orders, the cost of standard domestic delivery is based on both your location and the amount of your order.  See our Shipping Page for more details.

What payment methods do you accept? Can I pay in installments?

We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express, Discover), Shop Pay, PayPal, and Venmo. Some of those methods, like Shop Pay, do offer installment options.

 

All transactions are processed securely and we use industry-standard encryption technology to protect your information.

Can I cancel or modify my order?

We try to process orders as quickly as possible, so it may not be possible to catch an order that has been placed. But if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.

What is your return policy?

We want you to be completely satisfied with your purchase, so we accept returns for qualifying items within 30 days of the purchase date. To find out which items can be returned and how to start the process, check out our Returns Page.

How can I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on the carrier's website. The tracking number will show up on your order when you're logged into your account as well.

An item I want is out of stock. When will it be back?

We regularly restock everyday items, like papers and adhesives. Use the "Notify Me When Available" button to sign up for notifications, and we'll send you an email when your item returns!

 

Special releases are a little trickier. We do not always restock things like Showcase die sets, Create & Make die sets, or products launched during March Madness or our Birthday Week in July. You should still use the "Notify Me" button for these items, as small amounts of stock may become available through cancelled orders. We also use the "Notify Me" signups to gauge interest in a restock, and will bring back a die set if the amount of interest is high enough.

I have my own craft business. What do I need to know about selling products created with your dies?

In essence, there are no limits to selling finished cards, gift boxes, and other items created with our dies as long as the item is "homemade" - that is, it has been produced entirely by hand or with the use of standard home crafting equipment. Please visit our Angel Policy page to read all of the details before you get started.

2. Common Product Questions

How do I share my project with Tonic?

Do you have a project you've made with Tonic products that you want to show off? Please share it with us - we LOVE to see your makes!  And we may even show it off on one of our own Tonic live shows.

 

You can join the Tonic Facebook Group here and post your pictures of your creation in the group followed by #showtonic. If you prefer to use Instagram, tag us in your posts or use the #showtonic or #tonicstudios hashtags so we can find them.

My crystal drops aren't flowing as well as I'd like. Can you help?

If you have had any problems with the flow of your Nuvo Crystal Drops we recommend that you try the following:

 

1. Remove the nozzle and gently wash it with warm water, then replace when dry. Tthis can often clear the nozzle and improve the flow.

 

2. Try holding the drop bottle in your hand until warm. This can often improve the flow if the bottle has been kept at a low temperature.

 

If neither of these methods improve things, contact us and we'll help as best we can.

How do I take care of my Tangerine plates?

Tangerine cutting and embossing plates are designed for a long life, but these plates can deteriorate over time and many uses. Make sure you use both sides for extended life. And remember to NEVER force a stiff plate combination through your Tangerine machine, as this may result in a cracked or broken plate.

Do you have any tips for cutting and embossing with the Tangerine machine?

Below are some basic tips on getting started with cutting and embossing - your Tangerine instruction leaflet will contain full instructions for use. And always remember that you should NEVER force a stiff plate combination through your Tangerine. 

 

Tips for die cutting:

- The cutting edge of the die should always face toward the orange base plate, with the cardstock in between.

- Some intricate dies may not cut in one pass. If necessary, rotate your die and card 90 degrees and cut again.

- Embossing your die cut shapes (using the Green Embossing Plate and Flexi Mat) can aid stubborn cuts.

- For best results, use 240 gsm cardstock.

 

Tips for embossing:

- Embossing folders differ in design complexity and plate thickness; some experimentation may be required to get the perfect sandwich for your machine.

- Typically, using the Raspberry Embossing Plate as the base with a White Top Plate is a good place to start.

- If the embossed result is weak, consider using the green plate and mat to replace the white top plate.

3. Tonic Craft Kit Questions

What is a Tonic Craft Kit?

Tonic Craft Kits are a carefully chosen collection of high-quality cardstock, embellishments and exclusive die sets! Kits are sent on the first working day of every month, and contain everything you need to create projects you'll adore. You can purchase single Tonic Craft Kits (we call these "One-Off" kits) or become a subscriber for additional benefits - like 10% off all your orders. See the Tonic Craft Kit page for details.

I'm a subscriber. When will my next kit arrive?

Kit subscription charges happen on the 1st day of each month, and kit orders drop into our fulfillment on the first working day of each month. You will receive a confirmation email when your kit ships, and you can use that tracking number to keep tabs on your shipment.

How do I manage my Tonic Craft Kit subscription?

Managing your details is easy. To check which subscription you are on, to cancel your subscription, to check payments or to add extras when they are made available, simply check your account page and click the 'Manage Subscription' text of the right hand side.

What if I subscribe and don't like next month's kit?

Subscribers get to preview the upcoming kit on the 20th of each month, so you'll always know what you're getting in advance. If that month's kit just isn't your cup of tea, you have the option to log into your account and opt to skip the month instead.

What if I have a problem with my kit?

If your Tonic Craft Kit arrives damaged or in an unusable condition, or if a product from the kit is missing from your box, please contact customer service as soon as possible so we can take care of you!

4. Gem Rewards Questions

What are Gem Rewards?

Gem Rewards is Tonic's loyalty and rewards program. If you already have an account with us, you will receive Gems. If you are a brand new customer and have yet to purchase with us, you can create an account when checking out. There are a lot of ways to earn Gems, and you can redeem your Gems for rewards like dollar-off discounts. For all the details, visit our Gem Rewards page.

Where do I see what Gems I have earned?

When you're logged into your account, you can see how many Gems you have collected on the Gem Rewards page.

How do I turn my Gems into rewards?

On the Gem Rewards page, you'll see our current reward offerings. If you qualify for a reward, you can click on its box to exchange your Gems for it. Discount rewards will be emailed to you as a code that you will use at checkout. The code can also be found at the top of the Gem Rewards page (right under your current points) by clicking on the "My rewards" block.

Why don't I see Gems yet from my most recent order?

Gems are added to your account when the order is shipped. This allows for any modifications to the order - for example, if an item is out of stock or you change your mind. Once you receive the shipping confirmation email, your Gems will automatically be added.

Can my reward stack with TCK - or other discounts?

Your reward will NOT stack with other discount codes - including the TCK kit subscriber discount. Rewards WILL work with regular shipping and product discounts that do not require codes.

Do my Gems - or rewards - expire?

Yes - both Gems and rewards can expire.  See below for details:

 

Gems - f you do not earn any Gems for 12 months, all of your Gems will expire. As long as you order once within the year, your Gems will remain intact.

 

Rewards - Once you convert your Gems into a reward, you have 180 days (roughly 6 months) to use it.

Need additional help?

If you don't see the answer you need above, please submit a Customer Service request through our dedicated portal:

 

Contact Us

 

Or give us a call: 844-866-4287

Please note that our office hours are 9am-5pm Monday through Friday. If you call during - or outside - those times and receive our voicemail, please leave us a message so we can get back to you.

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