Shipping policy

Shipping & Returns Policy

Last Updated: 2025/11/14

Thank you for choosing our brand. We aim to provide transparent shipping information and flexible return solutions to ensure your shopping experience is smooth. This policy applies to all orders placed through our Shopify store, covering both domestic and international shipments.

1. Order Processing

All orders are processed on business days (Monday to Friday, excluding major holidays in the shipping destination country/region). Key details:

• Processing Time: Orders will be verified, packed and prepared for shipment within 1-3 business days after payment confirmation. For pre-order items, the estimated processing time will be clearly marked on the product detail page.

• Processing Cut-off Time: Orders placed after 5:00 PM (UTC+8) will be processed on the next business day.

• Order Verification: We may contact you via email to confirm order details if there is any ambiguity in shipping address or product information, which may slightly extend the processing time.

2. Shipping Information

2.1 Shipping Coverage

We offer shipping to most countries and regions worldwide. For restricted destinations (e.g., areas with customs restrictions or insufficient logistics support), we will notify you via email within 2 business days of order placement and assist with order cancellation or refund.

2.2 Shipping Methods & Delivery Times

We cooperate with international logistics carriers (such as DHL, FedEx, UPS, and local postal services) to provide different shipping options. Specific delivery times vary by destination and shipping method, as shown in the following table:

Shipping Type	Delivery Time (After Shipment)	Applicable Regions
Standard Shipping	7-15 business days	Global (except remote areas)
Express Shipping	3-7 business days	Major countries/regions (North America, Europe, Australia, etc.)
Remote Area Shipping	15-25 business days	Remote regions (e.g., some islands, rural areas)

 

Note: Delivery times are estimated and do not include customs clearance delays. During peak seasons (e.g., Christmas, Black Friday) or due to force majeure (e.g., natural disasters, logistics strikes), delivery may be delayed by 3-5 business days.

2.3 Shipping Costs

• Shipping costs are calculated automatically at checkout based on the order weight, destination and selected shipping method.

• Free Shipping Offer: Enjoy free standard shipping on orders over [e.g., $199]. This offer applies to most regions except remote areas (additional fees apply for remote areas).

• Taxes & Duties: International orders may be subject to import duties, taxes and customs fees, which are the responsibility of the recipient. We do not collect these fees in advance. For specific amounts, please consult your local customs office.

2.4 Order Tracking

Once your order is shipped, we will send a shipping confirmation email with a unique tracking number and a link to track the shipment status. You can also check the order status and tracking information by logging into your account on our store and navigating to "My Orders" → "Track Order".

If the tracking information is not updated within 3 business days after receiving the shipping confirmation, please contact our customer service for assistance.

3. Return & Refund Policy

3.1 Eligibility for Returns

To be eligible for a return, the following conditions must be met:

• The return request is submitted within 30 calendar days from the date of delivery (confirmed by tracking information).

• The product is unused, undamaged and in its original condition, including all original packaging, accessories (e.g., charging cables, user manuals) and tags.

• The product is not in the non-returnable category: customized products, opened consumables (if applicable) or products damaged due to improper use by the customer.

For electronic products (e.g., stabilizers, cameras), we recommend testing them with the original packaging retained to avoid damage during return shipping.

3.2 Return Process

1. Submit Return Request: Log into your account → Go to "My Orders" → Select the order to return → Click "Request Return" and fill in the return reason and upload relevant photos (if the product is defective).

2. Wait for Approval: We will review your return request within 2 business days and send a return approval email with the return address and shipping guidelines.

3. Arrange Return Shipping: Ship the product to the specified address using a trackable shipping method. Please note that the customer is responsible for return shipping costs unless the return is due to our error (e.g., wrong product, defective product).

4. Inspect & Process Refund/Exchange: We will inspect the returned product within 3-5 business days after receipt. If eligible:
        Refund: The refund will be processed to the original payment method within 3-7 business days. The refund amount includes the product price and original shipping cost (only if the return is due to our error).

5. Exchange: If you request an exchange (e.g., different model), we will ship the new product after confirming the returned product is eligible, and the exchange shipping cost is borne by us.

3.3 Defective or Wrong Products

If you receive a defective, damaged or wrong product:

• Submit a return request within 7 calendar days of delivery and provide photos/videos of the product and packaging.

• We will bear all return and re-shipping costs, and you can choose between a full refund, replacement or exchange.

• For defective products covered by the warranty, please refer to the "Warranty Service" section or contact customer service for repair support.

3.4 Refund Status Inquiry

You will receive an email notification when the refund is processed. If you have not received the refund within 7 business days after the notification, please contact your payment provider or our customer service with the order number.

4. Warranty Service

Our products provide a 12-month warranty from the date of delivery. The warranty covers manufacturing defects but does not include damage caused by improper use, accidental damage or unauthorized repairs. For warranty claims, please contact customer service with your order number and product defect information.

5. Customer Service

If you have any questions about shipping or returns, please contact us via:

• Email: service@tokqi.com

• Store Message: Log into your account and send a message via "Contact Us"

• Response Time: We will reply to all inquiries within 24 business hours.

6. Policy Updates

We reserve the right to update this Shipping & Returns Policy based on logistics changes or regulatory requirements. The updated policy will be posted on this page with a revised "Last Updated" date. Your continued use of our store after the update constitutes acceptance of the new policy.