1. Order Processing & Cancellations
To ensure the fastest possible delivery, all orders are processed and prepared for shipment immediately after they are submitted. This allows us to get your kit on its way as quickly as possible, so you can start creating without delay.
Because of this, we’re unable to accept order cancellations or modifications once an order has been placed. This includes changes to items, quantities, shipping details, or cancelling part or all of an order.
If you decide you no longer wish to keep your order, you can simply wait for it to be delivered and then submit a return request in accordance with our return policy.
2. 60-Day Return Policy
We offer a 60-day return window for eligible Tobio’s products. Return requests must be initiated within 60 days of purchase.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original box and packaging, including all items and accessories, as well as their identification labels.
Returns that do not meet these conditions will not be eligible for a refund, even if the return request was initially approved.
How to Initiate a Return
- Visit our Return Center and submit your return request using your order number and email address.
- Include a photo of the items received and wait for your request to be reviewed.
- If approved, you will receive a Return Merchandise Authorization (RMA) number along with return instructions and return address.
- Ship the product(s) back to us within 7 days of approval.
Important: You must receive an RMA number before sending your return. Returns sent without an RMA number will not be accepted under any circumstance and will not be eligible for a refund.
Note: Customers are responsible for all return shipping costs. We strongly recommend using a trackable shipping method, as Tobio’s is not responsible for lost or undelivered return shipments.
3. Damaged or Defective Items
If your order arrives damaged, defective, or incomplete, please submit a request within 7 days of delivery including your full name, order number, and clear photos showing the issue.
If the issue is confirmed, we will send a replacement at no additional cost.
If an item has been damaged due to misuse, mishandling, or improper storage, it will not be eligible for replacement or refund.
4. Bundles and Free Items
For refunds involving product bundles, all items within the bundle must be returned together, including any items marked as “free” or listed at €0.
If a free promotional item is not returned, the full retail price of that item will be deducted from your refund amount.
5. Refund Processing
Once your return is received and inspected, please allow up to 10 business days for processing. Approved refunds will be issued to your original payment method.
Refunds may take an additional 5–7 business days to appear in your account, depending on your bank or payment provider.
Note: Original shipping charges (if applicable) and shipping insurance fees are non-refundable.
6. Late or Missing Refunds
If you haven’t received your refund yet, we recommend:
- Checking your bank account again.
- Contacting your credit card company—it may take a few business days for the refund to appear.
- Contacting your bank, as processing times vary.
If you’ve completed all of the above and still haven’t received your refund, please contact us at info@tobioshop.com.
Frequently Asked Questions (FAQs)
Do I Have to Pay for the Shipping of My Return?
Yes, customers are responsible for the return shipping costs. We recommend using a trackable shipping service as Tobio’s is not responsible for lost returns.
Can I Return My Tobio’s Products Without Contacting You or Getting an RMA?
No. All returns must be initiated through our Returns Portal and approved with a valid RMA number.
How Long Do I Have to Ship My Return After Approval?
You must ship your return within 7 days of receiving your return approval. Returns shipped after this period may not be accepted.
Are sale items eligible for returns or refunds?
No. Items purchased during Final Sale promotions are non-refundable and non-returnable. The 60-day return policy does not apply to these items.
What happens if my order was a gift?
If an item was purchased by someone else and shipped to you as a gift, any approved refund will be issued to the original purchaser.
Do you charge a restocking fee?
No. We do not charge any restocking fees on returns.
Tobio’s Commerce LLC
info@tobioshop.com
3833 Powerline Road, Ste 201
Fort Lauderdale, FL 33309, USA