We understand how frustrating it is when tracking says delivered but your package isn't there. Under our Shipping Policy, refunds aren't available for orders marked as delivered. Instead, depending on what the carrier's records show, we may be able to send a one-time free replacement.
How is my case reviewed?
- If the shipping carrier provides proof of delivery confirming successful delivery to the correct address, the order is considered fulfilled and isn't eligible for a refund or replacement.
- If there's evidence of an incorrect delivery or delivery irregularity, or the carrier can't provide proof of delivery, we'll issue a one-time free replacement for the order.
What should I do?
- Check nearby. Look in your mailbox, at building reception, in parcel lockers and safe-drop spots, and ask neighbors or household members. See our article "Tracking Shows the Package Was Delivered"
- Contact your local carrier. Find your local carrier and local tracking number on our tracking page, and ask them for the proof of delivery: https://tobioskits.com/apps/parcelpanel
- Contact us. Email us at info@tobioshop.com so our team can review your case.
Please include:
- Your full name.
- Your order number.
- Any proof of delivery or information provided by the carrier.
Delivery photo shows a different house? See our article "The delivery photo shows a different house, or no parcel. What should I do?"
Good to know If incorrect shipping information was provided at checkout, the order isn't eligible for a replacement or refund.