Shipping and Returns

ORDER TRACKING

In order to provide our customers with the most up to date information regarding orders, our primary form of communication is e-mail. All order confirmations will be sent to the e-mail address used when the order was placed. For this reason, please use a valid e-mail address when placing the order. If you do not see an order confirmation after an order has been placed, please check your spam or trash folders, as sometimes the e-mails go there, based on your privacy settings.

FedEx/UPS tracking numbers are generally sent out one business day after an order has been placed. Again, if you do not see this e-mail, please check your spam folder.

 

 

MODIFIED, CANCELLED, & CUSTOM ORDERS

Once your order is placed, we cannot guarantee that it can be modified or canceled. If you wish to modify your order, you must contact us within an hour to see if a solution is possible. If you decide to cancel any part of your order, please note that you will be responsible for all shipping and handling charges, plus a 20% restocking fee. All fees will be deducted before a refund is issued.

If you have placed an order for a custom or special order item, it may be canceled only before it enters the production period at the manufacturer. After the custom or special order has entered the production period, you will be responsible for the shipping costs and order amount, and you will not be entitled to any refunds, credits or exchanges.

 

DAMAGED GOODS POLICY

Unfortunately, products are sometimes damaged in shipping.

We ask that you notify us of any damage via e-mail at support@tokova.com within 72 hours of delivery. Do not discard the damaged item or its packaging. If you fail to report damages within this time frame, we won’t be able to file a claim with the carrier and we cannot accept responsibility for the damages.

For verification purposes, please provide us with pictures showing the damage. This can be e-mailed to us at support@tokova.com once verified, we can either issue you a refund, ship you another product, or issue you an appropriate discount. Replacements are subject to availability.

Please note that shipper claims typically take 7-14 business days to process. Do not discard the damaged product or the packaging. The manufacturer may dispatch the carrier to pick up the item for inspection and processing.

 

SHIPPING POLICY

The shipping charge is calculated within our system based on the dimensions, weight, and freight class and by zip code. Our freight calculator communicates with multiple carriers to determine the lowest rates available to your location. Depending on what you order, your order may be fulfilled from various locations. This is always done with the thought to get you your order ASAP, with the least amount of costs involved.

Great care is taken when packing your order, but on rare occasions, errors may occur. If there is an error with any part of your shipment, please contact us within 5 business days of receiving your order so we can take care of this for you.

Please note, at this time we only ship to the contiguous United States. Orders cannot be shipped to Alaska, Hawaii, or Puerto Rico.

Occasionally we will temporarily run out of stock of an item due to high demand. If this is ever the case for an item you ordered, we will send you an out-of-stock e-mail within 48 business hours. If you have a time constraint on your order please respond to the e-mail and our Order Support team will work on a solution for you!

We ship via FedEx and UPS Ground, with instructions to leave in a safe place at your location. In some cases the local driver, at their discretion, may make the decision to only hand the order directly to the customer. In these instances, it is the customer’s responsibility to be available to receive the package or be able to answer the note left by the driver. This may entail picking up your package at the local distribution center. If the package is returned to us, the customer is liable for all shipping charges related to re-shipping the product.