SHIPPING FEE & RETURN, EXHANGE AND REFUND POLICY
Shipping Terms & Return Policy
Shipping Terms
We do not ship to PO BOX.
We will schedule a carrier to pick up your parcel and ship it to you. We will tell the courier to safe drop your parcel at your doorstep. If the shipping address is an apartment building, you must provide your buzzer number. Also, you must let us know if your building's concierge could receive the parcel for you. If the carrier could not safe drop your parcel and provide you with a pickup notice or bring your parcel back to their facility instead, you must contact the carrier to assist you with the situation further first. Please be noted that we will no longer be responsible for your parcel when the carrier's tracking system shows that the parcel is delivered.
Shipping fee varies based on your area/region/city
GTA (Same day or next day) - order placed before 2 pm EST will be shipped and delivered the same day ; Order placed on Sunday will be shipped on the following Monday.
Order under CA$90 before tax, shipping fee CA$6.99. Order over CA$90 before tax, free shipping.
Ontario & Quebec (1-2 business days via UPS)
Order under CA$99 before tax, shipping fee CA$9.99. Order over CA$99 before tax, free shipping.
Canada (2-8 business days via UPS/Canada Post/FleetOptics/Purolator)
Order under CA$129 before tax, shipping fee CA$12.99. Order over CA$129 before tax, free shipping.
The United State (2-8 business day vis UPS or USPS)
Order under US$149.99, shipping fee US $9. Order over US$149.99, free shipping. There is no tax for US order.
For US order, we're unable to ship pressurized air can, item(s) will be removed from your order, and we will issue a refund less shipping fee (if applicable)
Attention - To safeguard your model kit purchase, we strongly recommend obtaining additional insurance coverage (CA$500). Without it, only CA$100 will be protected for any potential damages or losses during shipping.
If you don't like the carrier to safe drop the parcel at your doorstep, you must let us know by leaving us a note by clicking "add instructions for seller." Or, you can tell us by emailing us at customerservice@tokotokomall.ca before we fulfill your order. (However, we can no longer instruct the carrier what to do after we fulfill the order). We will tell the carrier not to safe drop your parcel at your doorstep. However, you will need to follow the instructions of the carrier to get your parcel. For example, a signature is required to pick up your parcel, or you may need to go to a designated location to get your parcel. Please make sure you pick the parcel up within 5 business days from the arrival date at the UPS access point. Otherwise, the carrier will likely return the parcel to our warehouse.
If your parcel got returned to our warehouse by the carrier, you could request a gift card of equivalent value as a form of refund. However, a restocking fee of $1 per item and, if any, the return shipping fee will be deducted from the refund. A request to ship the parcel again is possible. However, the shipping cost for shipping it again will be your responsibility.
We always ensure we ship the parcel to the shipping address provided by you. However, if anyone at the provided shipping address rejects the package for any reason and the carrier must return the package to us, we'll not be responsible for a refund.
If you find an item missing after receiving the parcel, please carefully check whether the package is damaged when received and whether it is in good condition (if there is damage, please take a photo and send it to our customer service email). Please open all the fillings in the parcel and check carefully. If you still can’t find it, please tell us the name and quantity of the missing product, and we will help you check the monitoring. If it is found to be unshipped, we will ship or refund you the product. However, we are not responsible for missing items after seven days, starting from the day the carrier marked your parcel as delivered.
If you have any further questions, please contact us by email. Our customer service e-mail address is customerservice@tokotokomall.ca.
Refund Policy & Exchange
We are committed to ensuring your satisfaction with your order. If the product you received is incorrect or the product has a manufacturer defect, please contact us within 14 days starting from the day the courier's tracking system marks your parcel delivered. Kindly take clear pictures or clear videos of the product and tell us where you think it's flawed. Please also provide us with the order number. You'll get a refund once we confirm it's a defect or incorrect. The shipping fee, if any, won't be refunded.
For pre-order items, cancellation and items exchange are acceptable BEFORE the team has picked up the items; and a 15% cancellation fee will be charged for all cancelled orders. After we pick up the items, all sales are final.
If you would like to cancel a pre-order item before its release or restock date, a 15% cancellation fee will also be applied.
All sales are final. There is no refund, exchange, or return will be accepted otherwise indicated above. For pre-order item(s), the company "Tokotokomall", "we","our","us" will refund the full amount only if the items are out of stock in the stores.