We take responsibility for delays or losses during transit, as long as all shipping details entered at checkout were correct.
If your order is confirmed lost in transit:
- We'll send one replacement order at no extra cost.
- If the replacement is also lost, we won't make a third shipment. Instead, you'll receive a refund minus the shipping costs for both delivery attempts.
If tracking shows "Delivered" but you didn't receive your parcel:
- If the carrier's proof of delivery confirms it was delivered to the correct address, the order is considered fulfilled and isn't eligible for a refund or replacement.
- If there's no proof of delivery, or there's evidence it was delivered incorrectly, we'll send a one-time free replacement.
If incorrect shipping details were entered at checkout, the order isn't eligible for a replacement or refund, unless you purchased Shipping Insurance. In that case, we'll send you a free replacement.
Shipping Insurance
Shipping Insurance guarantees a replacement if your order is confirmed lost or stolen, under any circumstances. If you decline it, we can't guarantee a replacement for lost or stolen orders. You can add Shipping Insurance at checkout.
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.