If your order is confirmed lost in transit, our standard process is to arrange one replacement shipment at no additional cost.
If you'd prefer a refund instead, please contact our support team with your order number. We'll review your request and confirm the available options under our Shipping Policy.
How it works
- Confirmed lost in transit: We normally offer one free replacement. If you'd prefer a refund instead, please contact our support team with your order number so we can process your request.
- Replacement also lost: If your replacement shipment is also confirmed lost, we won't send a third shipment. Instead, we'll issue a refund minus the shipping costs for both delivery attempts.
- Order not fulfilled yet: If your order hasn't been fulfilled, please contact us as soon as possible to request cancellation. Our team will check whether cancellation is still possible before processing begins. If confirmed, your refund will be issued to your original payment method.
Not confirmed lost yet?
Delivery takes 7 to 12 business days once your order ships, and tracking doesn't always update every day. Check the latest update on our tracking page: https://tobioskits.com/apps/parcelpanel
If it's been longer than 12 business days, contact us with your order number and our team will check it: https://tobioskits.com/pages/contact
Good to know
Orders shipped to an incorrect address provided at checkout are generally not eligible for a replacement or refund, in accordance with our Shipping Policy.
Once your refund is approved, we'll process it within 2–3 business days. Your bank may take an additional 5–7 business days to reflect the funds.