We're sorry your gift hasn't arrived! 💙 If you ordered a Tobio's kit for someone else, both you and the recipient can help us locate the package.
For the person who placed the order
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Check your order's tracking information using your order number and email address:
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Review the shipping address on your order confirmation, including any apartment or unit number.
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Share the available tracking details and local carrier information with the gift recipient.
For the gift recipient
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Check the mailbox, porch, building reception, parcel lockers, and other possible delivery locations.
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Ask neighbors or household members whether they accepted the package.
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If a local delivery carrier is listed, contact them using the available tracking information and ask where the package was delivered.
The carrier may be able to provide additional delivery details or proof of delivery.
Still can't find the package?
Please contact our support team with:
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Your order number.
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Your tracking number, if available.
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Any information provided by the carrier.
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A screenshot of the tracking status or delivery confirmation, if available.
Contact us here:
https://tobioskits.com/pages/contact
Our team will review the available shipping information and help determine the appropriate next steps.
What happens if the package is lost or delivered incorrectly?
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No valid proof of delivery or possible misdelivery: Our team will investigate and review whether a replacement or another resolution is appropriate.
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Confirmed lost in transit: Your order may qualify for a replacement under our applicable shipping policy.
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Marked delivered to the correct address: Our team may request additional information if the recipient cannot locate the package.
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Incorrect shipping address entered at checkout: Eligibility for a replacement or refund depends on the circumstances and our shipping policy.
Please note that replacements and refunds are subject to review and are not automatically guaranteed.