Shipping & Returns
How soon will my order ship?
We work really hard to fulfill orders as quickly as we can, but please consider that during high volume periods, orders can take up to 10 business days to ship. In the case of higher volume orders, our team may opt to ship one package first and wait for confirmation of receipt before shipping out the rest of the order. As a small company we are vigilant about large orders that come through and want to be sure there are no issues on the shipping end.
Lost or stolen packages are the responsibility of the customer, but in certain cases please reach out for a replacement. We cannot offer refunds.
If you have any questions please email support@tokimats.com
Where do you ship?
We ship to most international locations, and offer free shipping on applicable items to the contiguous 48 states. We do ship to Hawaii and Alaska, as well as APO addresses, but they are not eligible for the free shipping option. We are also unable to ship larger packages to PO Boxes.
What is Toki’s return & exchange policy?
We do our absolute best to make sure your play mats arrive in perfect condition, but please understand that the mat needs some settling after shipment. We want our mats to bring you joy, and are here to help if you are unsatisfied. If you choose to return your mat, we accept unused products in their original packaging within 30 days of their arrival date.
To initiate a return, 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.
To exchange a product, please return your original item for a full refund (minus shipping) and purchase the new one separately.
