RETURN, EXCHANGE AND CANCELLATION

Given the nature of our products and their sensitivity to extreme temperature variations, we generally do not accept returns or exchanges. Our products can only be returned or exchanged if they are received damaged or defective.

 

CONDITIONS FOR REFUND OR EXCHANGE

Given the nature of our products and their sensitivity to extreme temperature variations, we generally do not accept returns or exchanges. Our products can only be returned or exchanged if they are received damaged or defective.

 

CLAIM PROCEDURE

For any return or claim, for instance, if upon receiving the goods you notice any breakage or issue with the product, please notify us as soon as possible by sending an email to contact@tockay.com. If you receive a damaged or defective product, we recommend taking and sending us photos of the box and its contents (including any cushioning used to secure the products) to facilitate the processing of your claim.

We will inform you of the procedure to follow for returning the goods. Make sure to provide your complete contact information so we can get in touch with you for further steps.

Please note that the shipping time for your returned product may vary depending on your place of residence. If you are shipping an item worth more than 75 dollars, we advise using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

Additionally, please note:

1. Shipping and handling fees are non-refundable. Only the price of the item, including taxes, is refundable.
2. In the case of an exchange, price differences between the exchanged item and the replacement product are the responsibility of the customer.
3. We assume no responsibility for the loss, theft, or damage of goods during return shipping.

 

REFUND OR EXCHANGE

Once we receive and inspect the returned item, we will send you an email to inform you of our decision to approve or reject your request. If your refund request is approved, it will be processed within five (5) business days, and a credit will be applied to your account, or a refund will be issued using the original payment method.

If it is an exchange, the replacement item will be available within a maximum of five (5) business days.

 

LATE OR MISSING REFUND

• If you have not yet received your refund, please first check your bank account again.
• Then, contact your bank. There is often a processing time before a refund is posted.
• If after these steps you still have not received your refund, please contact us at contact@tockay.com.

 

SHIPPING

To return a product, you must send it to the following address:

Distribution Tockay Inc.
6001 St-Hubert Street
Montreal (Quebec) H2S 2L8

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the return shipping costs will be deducted from it.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item worth more than $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

 

CANCELLATION

It is not possible to cancel your order once the transaction has been completed.