We're sorry if your order hasn't arrived! 💙 If your package is delayed, missing, or marked as delivered but you haven't received it, we're here to help.
If your order is confirmed lost in transit
If our investigation confirms that your package was lost during shipping, we'll review the available resolution options under our Shipping Policy.
Depending on the circumstances, we may arrange a replacement shipment or issue a refund.
If a replacement shipment is also lost, please contact us again so our team can investigate and determine the appropriate resolution.
If tracking shows "Delivered" but you haven't received your parcel
First, check around your delivery location and contact your local carrier for additional delivery details.
- If the carrier confirms delivery to the correct address: Our team will review the available delivery evidence and determine whether further assistance is possible.
- If there's no proof of delivery or evidence of incorrect delivery: Please contact us with your order number and any information provided by the carrier so we can investigate and determine the appropriate resolution.
If an incorrect shipping address was entered at checkout
Please contact us as soon as possible.
Once an order has shipped, we generally cannot change the delivery address. You may also contact your local carrier to ask whether redelivery or collection is possible.
Orders shipped to an incorrect address provided at checkout are generally not eligible for a free replacement or refund, in accordance with our Shipping Policy.
What about Shipping Insurance?
Shipping Insurance coverage is subject to its applicable terms and eligibility requirements.
Purchasing Shipping Insurance does not automatically guarantee a replacement or refund in every situation, including orders shipped to an incorrect address provided at checkout.
If you purchased Shipping Insurance and experience a delivery issue, please contact our support team so we can review your order and the applicable coverage.
Need more details about your order?
Please contact the local carrier using the local tracking number, which you will find on our tracking page: https://tobioskits.com/apps/parcelpanel
Why you (the recipient) must contact the local carrier — and why we can’t do it for you
Check the article HERE
Need More Help?
For the quickest response, please use our contact form:
👉 https://tobioskits.com/pages/contact
This allows us to route your request to the right team and respond as efficiently as possible.
📧 Email Support
You can also reach us by email at:
Please include your order number (if applicable) and a brief description of your issue to help us assist you faster.