Returns & exchanges

How it works

Something not quite right? Not a problem. Returns are permitted within 30 days of receipt. 

How do I start a return?

It’s super, super easy. Please email us at support@tokimats.com to request a return. Don't forget to include your order number, the item(s) you'd like to return, and the reason for the return. Next, you’ll receive step-by-step instructions and a prepaid shipping label (deducted from the total refund amount), also sent to your email. 

How much do returns cost?

There are no additional fees for returns and exchanges, however the return shipping cost is the responsibility of the customer. Once the item is received, we will refund your original form of payment less return shipping costs.

Can I make an exchange?

In order to make an exchange, simply follow the same steps outlined above to return your current item, and then purchase the new item separately. 

Do I need to return the product in its original packaging?

Original packaging is preferred, but if not unavailable we do ask that it’s shipped in a container similar in size to the original, that protects the merchandise so as to avoid damage in transit. 

What should I do if I receive the wrong product?

Sorry about that! Please email us at support@tokimats.com to let us know, and we will fix that for you ASAP! 

Where can I find my shipping label?

Once you start your return, you’ll receive step-by-step instructions and a return shipping label which will also be sent to your email for easy access.

When will I receive my refund?

Due to bank processing timelines, please allow 5-7 business days after we have received and processed your return for your original form of payment to be refunded to your account.

Price adjustments

Please note that purchases made online at tokimats.com may be eligible for a price adjustment credit if the purchase was made within 10 days prior to the change in price. 

Damaged items

For damaged/defective items, we are happy to send a replacement within one year of purchase. If more than a year has passed, we can offer store credit toward the purchase of a new item (amount to be determined based on item).

Lost or stolen packages

Lost or stolen packages are the responsibility of the customer, but in certain cases please reach out for a replacement. We cannot offer refunds.