If we’ve screwed up your order.
- We’re human and mistakes can happen, though that doesn’t mean our Warehouse Manager will not be flogged. Are you listening Harry? Jokes aside - we will accept responsibility for items shipped to you in error and will bear the expense of shipping these back to us. To facilitate this, please check your order immediately. If we do not hear from you within 72 hours of delivery, we will assume that your order is fine and will entertain no other claims.
- We would like to highlight that several of our products are hand-made. So they might not match 100% with what you’ve seen on our website. They might have minor flaws and discolorations. This is to be expected during manufacturing. We can only accept a return or exchange an item if you’ve been sent the wrong item/ SKU.
- You may be requested to submit pictures of the merchandise to help us assess and remedy the situation.
If things are not what you expected or you changed your mind
We try to be precise with every product sold on tokintiger.com. All our products have a detailed description including dimensions. However, you may still want to change your mind and that’s cool.
- Returns are handled on a case-by-case basis and need to be approved by us.
- You may return UNOPENED and UNUSED items for a store credit within 7 days of purchase. Rewind point 1 above.
- In order for a product to be eligible for a return the item(s) cannot be opened or used - even once.
- It is important for you to let us know about your situation. Please do not ship items back to us without informing us.
- To return or exchange an item, please log into your account and navigate to 'Completed Orders'. You will find a link to our Returns & Exchange System. Our system allows you to pick individual items within your order that you would like to process a return for.
- Click the item(s) you want to return, choose a return reason, choose an action (replace product or issue a store credit) and submit.
- You will receive a confirming email that your request has been submitted. This email will have a tracking number.
- Our Customer Service Representatives will contact you within 24 hours to discuss your situation and work out a way forward.
- Once a decision has been made on your request, you will be sent an email updating you on the status of your request.
- If your request has been declined, we will send you an email updating the status of your request to 'Declined' and there will be no further negotiations and discussions on the matter.
- If your request has been approved:
- We will send you an email updating the status of your return request to 'Approved'.
- You will be sent a shipping slip by email. Print out the shipping slip, securely package the merchandise in the packaging it was delivered in and drop both off at the nearest post office.
- As soon as we receive your return and verify that the contents are as per your initial order and that they are unused, you will be issued a Store Credit equivalent to the value of your return less the cost of round trip shipping.
- You can use the Store Credit at any time as Store Credits never expire.
Please take note of the following important points and timelines:
- You have 7 days to inform us about your intent to return your item(s).
- You have 30 days to drop off your item(s) to the post office after approval from us.
- If you don't make the above deadlines we will consider the sale final and close the case/ request.
- Store Credits issued by Tokin' Tiger never expire.
- If upon receipt, we determine that the returned item(s) have been used or opened, they will be destroyed and consigned to the dumpster. You will be informed and be issued with a store credit for the value of your order less a 25% handling fee and cost of round trip shipping.
- For health and safety reasons, items returned to us without our authorisation are promptly destroyed and consigned to the dumpster.
We do not accept refunds and exchanges on e-juices unless we’ve screwed up your order.
Having said that, we always want to keep you happy so let us know your problem and we’ll do our best to work with you. Please email us at tokintiger888@gmail.com