Have a question?
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Whether you need help tracking your order, updating your address, accessing your guide, or anything else, just send us a message and we’ll get back to you the same day.
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Order tracking →
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Find your kit’s latest delivery update.
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Let’s Talk →
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A question, a little help, or just hello.
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A friendly start to your watercolor journey.
A GOOD PLACE TO START
Quick answers
A few helpful notes before you get in touch.
Where is my order?
Stay updated on your order’s progress! Simply enter your order details on our tracking page to check its status in real time.
What is your return policy?
We provide a 60-day global return guarantee. Please visit our Return Policy page for more details.
Can I cancel my order?
Please send us a message as soon as possible with your order number. We’ll do our best to cancel your order if it hasn’t been processed or shipped yet.
Can I change the shipping address?
Yes, if your order hasn’t shipped yet! Please send us a message as soon as possible with your order number and updated address.
How long does shipping take?
Orders are processed within 6–48 hours. Once your order ships, delivery usually takes 7–12 business days, depending on your country. You’ll get an email with your tracking link as soon as it’s on its way.
Do you ship to my country?
We ship to most countries worldwide! To check, add an item to your cart and go to checkout. If your country is in the Country/Region list, we ship there.
We can’t ship to Alaska, Hawaii, or remote islands (like the Canary and Balearic Islands) yet, but we’re working on it.
WE’RE ALL EARS
Talk to a real person
Fill out the form below, and our team will get back to you the same day!
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Prefer email?
For an email please use: info@tobioshop.com
Customer service:
Monday to Saturday 9:00 am to 5:00 pm
Address:
Tobios Commerce LLC - 3833 Powerline Road, Ste 201, Fort Lauderdale, FL 33309, USA
A LITTLE GUIDANCE GOES A LONG WAY
A Little More Information, A Lot Less Guesswork
My tracking hasn’t updated in a few days?
Tracking can pause while your package moves between carriers, especially on international shipments. If it still hasn’t moved after a while, send us a message, and we’ll look into it for you.
It says delivered, but I never got it?
Please check around your property and with neighbors or household members. If you still can’t find your package, send us a message, and we’ll be happy to help!
What if my package is returned to the sender?
If your package is being returned to us, please send us a message with your order number. We’ll review the situation and help you with the next steps.
What should I do if I received an incorrect tracking number?
Please send us a message with your order number and tracking details. We’ll check the information and help you track your package.
Will I have to pay customs or import fees?
Depending on your country, your local customs office may charge import duties or taxes. These fees are set by your country and aren’t part of our pricing.
Can I add an item to my order after placing it?
Please send us a message as soon as possible with your order number and the item you’d like to add. If your order hasn’t shipped yet, we’ll do our best to update it.
Can I update the email address on my order?
Yes! Please send us a message with your order number and correct email address. We’ll check if it can still be updated.
I accidentally placed the same order twice.
Please send us a message immediately with both order numbers. We’ll check whether the duplicate order can still be canceled.
How do I return this?
Simply visit our Return Center, enter your order details, and follow the easy steps to submit your request.
Where’s my refund?
Refunds are processed once your return is received and approved. Please allow 2-3 business days for the amount to appear in your original payment method.
Can I exchange my kit for a different one?
You can submit a return request through our Return center within 60 days. Once your return is approved, you can place a new order for your preferred kit.
I never got my order confirmation?
Please check your spam or junk folder first. If you still can’t find your confirmation email, send us a message with your name and email address.
What payment methods do you accept?
You’ll see all available payment options at checkout. If your payment isn’t going through, send us a message and we’ll help sort it out.
Can I send my order directly as a gift?
Absolutely! Simply enter the recipient’s address as the shipping address during checkout.
Do you offer gift wrapping or a gift note?
We currently don’t offer gift wrapping or personalized gift notes. However, our kits make wonderful gifts just as they are!
Can I place a large order for personal use?
Absolutely! You can purchase multiple kits for personal use or gifting. For orders of 5 or more units, send us a message to ask about available discounts.
Do you accept wholesale or retail orders?
Due to limited stock availability, we’re currently unable to accommodate orders intended for resale. We appreciate your understanding!
Are the pages pre-drawn?
Our standard Watercolor Kit includes a blank sketchbook. You can also add our Beginner Workbook, featuring 30 pre-sketched designs and blank pages, or explore more pre-sketched options in our Workbook Collection.
What size is the sketchbook paper?
Our standard Watercolor Kit includes a compact sketchbook measuring 16 × 11 cm (6.2 × 4.3 inches), perfect for painting on the go!
Is the kit good for complete beginners?
Absolutely! Our kits are made for anyone picking up a brush for the first time, and the Beginner Workbook gives you pre-sketched designs to help you get started.
Do I need to buy any extra supplies?
Your kit comes with what you need to start painting right away. For the full list of what’s included, check the product page.
How do I use the QR code in my kit?
Simply open your phone’s camera, scan the QR code inside your kit’s box, and tap the link that appears. You can also click here to access the page directly.
My mini printer won’t connect?
Please make sure you're using the Tiny Print app. Turn on Bluetooth and follow the connection instructions in the app. For more guidance, visit our Help Center. If you're still having trouble, please send us a message, and we'll be happy to help!
Why isn’t my code working?
Please double-check that your discount code is entered correctly and meets the offer’s conditions. If it still doesn’t work, send us a message for assistance.
Can I use more than one discount code?
Only one discount code can typically be applied per order. Please check the promotion’s terms for any restrictions.
Does my store credit expire?
Store credit validity may vary depending on the offer. Please check the terms provided with your credit or send us a message for assistance.
How can I cancel my subscription?
You can manage or cancel your subscription anytime through our subscription page. If you need help, please send us a message.
Why was I charged monthly?
You may have an active subscription associated with your purchase. Please check your subscription confirmation email or send us a message to review your charges.
How do I stop getting marketing emails?
Click the “Unsubscribe” link at the bottom of any of our emails. If you’re still getting them after that, send us a message, and we’ll remove you manually.