We're sorry your order hasn't arrived! 💙 Under our Shipping Policy, we take responsibility for delays or losses during transit as long as all shipping details provided at checkout were correct.
What does the Shipping Policy say about lost orders?
- If your order is confirmed as lost in transit, we'll send one replacement order at no additional cost.
- If the replacement is also lost, no third shipment is made. In this exceptional case, you'll be eligible for a refund minus the total shipping costs for both delivery attempts.
- If incorrect shipping information was provided at checkout, the order isn't eligible for a replacement or refund.
What difference does Shipping Insurance make?
Shipping Insurance guarantees replacement if your order is confirmed lost or stolen under any circumstances. If you decline Shipping Insurance, we cannot guarantee replacement for lost or stolen orders. However, if your order is confirmed lost in transit and all shipping details provided at checkout were correct, we'll still send one replacement order at no additional cost, as set out in our Shipping Policy.
What should I do?
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Check your tracking information. Enter your order number and email address on our tracking page:
https://tobioskits.com/apps/parcelpanel - If tracking shows your parcel is with your local carrier, you can contact them with the local tracking number shown on the tracking page.
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Contact us. Reach us here:
https://tobioskits.com/pages/contact
Please include:
- Your order number.
- A screenshot of your latest tracking update.
- Any information provided by the carrier.
Not sure if it's lost yet?
See our article "When is my order considered lost?"
If tracking says delivered but your package was taken, see "My package was stolen after it was delivered. What can I do?"