Returns & exchanges
How it works
Something not quite right? Not a problem. Returns are permitted within 30 days of receipt. If your item is damaged and your purchase date falls outside our standard return window, then please contact email@example.com
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.
*please note: in the case of returns (even for defective products) the customer will bear the cost of return shipping or replacement products where necessary.
How do I start a return?
It’s super, super easy. Please visit our Return Center to start your return. You’ll need the email address associated with your purchase, or order number and shipping zip code — your choice. Next, you’ll receive step-by-step instructions and a prepaid shipping label, also sent to your email.
Can I make an exchange?
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.
Is an order slip required?
Nope! We have all the information we need, so long as your returned product arrives in unused condition, and you use the shipping label we provide to you, we are good to go.
What should I do if I receive the wrong product?
Sorry about that! After starting your return, select ‘received wrong item’ under ‘reason for return’, and proceed through the exchange. Your preferred item will ship to you right away!
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 for your original form of payment to be refunded to your account.
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.
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.