At Tokidos, we want our policies to be clear, fair, and easy to understand. This page explains how shipping, returns, cancellations, refunds, replacements, and subscriptions work. By placing an order on our website, you agree to the terms outlined below.
1. Orders & Cancellations
Order cancellations
Customers may request to cancel an order only before it has been processed.
Because we process orders quickly, often the same business day or the next business day, cancellation requests must be sent as soon as possible to hello@tokidos.com. Once an order has processed, it can no longer be cancelled.
Submitting a cancellation request does not guarantee cancellation. If the order has already been processed or shipped, the request cannot be fulfilled.
Order changes
If you need to change your shipping address or order details, please contact us immediately at hello@tokidos.com.
We will do our best to help before shipment, but changes cannot be guaranteed once the order has been processed. After shipment, no changes can be made to the order.
Incorrect address entered at checkout
Customers are responsible for entering the correct shipping address at checkout. If an incorrect address is provided and the package is returned to us, additional shipping fees may apply before the order can be resent. This aligns with your internal failed-delivery rule.
2. Shipping Policy
Processing time
Orders are generally shipped the same business day or the next business day. Once your order has shipped, you will receive a shipping confirmation email with tracking information if tracking applies.
Delivery timelines
Our Canada warehouse is located in Vaughan, ON. Our U.S. warehouse is located in Meriden, CT.
Orders containing PlayCubes, as well as PlayCards-only orders shipped with tracked shipping, typically arrive within 1 to 7 business days after shipment, depending on the destination and carrier service.
For cities such as Montreal or Toronto, delivery may arrive within 1 to 2 business days, including picking and packing time.
For PlayCards-only orders shipped by mail service, delivery may take up to 14 business days. Mail service does not include tracking.
Shipping methods for PlayCards-only orders
PlayCards-only orders may be shipped either by tracked shipping or by mail service, depending on the order and the shipping option selected. At checkout, you can choose either mail service (no tracking) or tracked shipping.
Shipping delays and non-moving packages
If your tracking has not moved for more than 10 days, please contact us at hello@tokidos.com. We will review the shipment and, when appropriate, investigate with the carrier and assist with resolution.
Delivered but not received
If a carrier marks a package as delivered and provides valid proof of delivery, such as a delivery photo or signature, Tokidos cannot be held responsible for loss after delivery confirmation.
If you believe there is an issue with a delivery, please contact us and we will review the case.
Returned or failed delivery
If a package is returned to us due to an incorrect address entered by the customer, reshipping fees may apply. If the delivery failure occurred despite a correct address being provided, we may review the case and reship at no extra cost.
3. Returns & Refunds
Return window
We offer a 90-day return policy starting from the date your order is delivered. The return option is not applicable to FINAL SALE items.
How to request a return
To request a return, please email hello@tokidos.com and include your order number and the reason for the return. If your return is approved, we will provide a return QR code.
For Canadian orders, returns are typically handled through Canada Post.
Return deadline after QR code issuance
Once a return QR code has been generated, the items must be returned within 30 days. Expired return labels or QR codes may not be reissued.
Refund timing
Refunds are issued only after the returned item has been received and confirmed by our team.
Return fee
For approved non-defective returns, a CAD/USD 15 return shipping fee will be deducted from the refund.
Non-returnable items
PlayCards cannot be returned on their own, whether opened or unopened.
If your order included PlayCards as part of a bundle or combined order and you are returning eligible items for refund, all applicable PlayCards from that order must be included in the return package in order for any related refund eligibility to be assessed.
To the maximum extent permitted by law, items that are personalized, consumable, limited-use, or otherwise designated as non-returnable are not eligible for return unless defective or required by applicable consumer law.
4. Exchanges & Replacements
PlayCards
PlayCards are not eligible for standard replacement or exchange, except in the specific situations described below under wrong language or duplicate cards.
Defective PlayCubes
PlayCubes are covered by a 1-year warranty from the date of receipt.
If you believe your PlayCubes are defective, you must contact hello@tokidos.com with:
- your order number
- a description of the issue
- a video clearly showing the problem
Before any replacement is issued, troubleshooting steps are required.
If a customer chooses not to complete the requested troubleshooting steps, Tokidos may be unable to proceed with the replacement process.
Replacement process for eligible defective PlayCubes
For approved in-warranty defective PlayCubes, the process is generally as follows:
- We create a replacement order and send the replacement PlayCubes first.
- We may provide a prepaid return label or QR code to take it back for the defective unit or set depending on your defectiveness type.
Out-of-warranty or misuse
The warranty does not apply to products that are outside the 12-month warranty period or that show evidence of misuse, abuse, or damage not caused by a manufacturing defect.
In those cases, Tokidos may offer a paid replacement option where available.
5. Subscription Policy
Cancelling a subscription
Customers may cancel their subscription at any time to prevent future renewals.
Cancelling a subscription does not end the current paid subscription term immediately. It only prevents the next renewal charge.
For example, if a customer purchases a 12-month subscription and later cancels it, the subscription remains active until the end of the original 12-month paid period, unless otherwise required by law or expressly approved by Tokidos in writing.
Subscription refunds
Cancelling a subscription applies to future renewals only and does not terminate the current paid subscription term. Once purchased, the subscription remains active until the end of the applicable billing or prepaid term, and no refund, partial refund, or credit will be issued for any remaining portion of that term, including any unused shipments or unused subscription benefits.
Choosing PlayCards in a subscription
For subscription orders, card selection is customer-managed. Customers receive a selection email before shipment and a confirmation email showing what will ship.
Customers are responsible for reviewing and updating their choices in time through the subscription portal, where applicable.
Wrong language or duplicate PlayCards in subscription orders
If the customer is on subscription and receives cards in the wrong language based on their own selection or unmodified portal settings, returns are not accepted. In these situations, Tokidos may offer an exchange at CAD 3.99 per PlayCard, plus any applicable shipping, and no return of the original cards is required. This follows your internal subscription wrong-language process.
6. Wrong Language or Duplicate PlayCards
Regular non-subscription orders
If a customer is not on subscription, and the wrong-language PlayCards were sent due to an error by Tokidos, we may resend the correct cards at no charge and no return will be required.
If the customer ordered the wrong language by mistake, Tokidos may offer an exchange at CAD 3.99 per PlayCard, plus any applicable shipping.
Duplicate cards
If you receive duplicate PlayCards, please contact us at hello@tokidos.com with your order number and a photo of what you received. Resolution options may depend on whether the order was a subscription order or a regular order, and whether the duplication resulted from customer selection, prior purchase history, or a fulfillment error.
7. Limitation, Review, and Contact
Tokidos reserves the right to refuse returns, refunds, exchanges, cancellations, or replacements that do not meet the conditions outlined in this policy, except where prohibited by applicable law.
We may request supporting information, including but not limited to order number, photos, videos, shipment details, proof of issue, and confirmation of product condition before making a final decision.
Nothing in this policy limits any rights you may have under applicable consumer protection laws.
For all questions regarding shipping, returns, refunds, exchanges, cancellations, replacements, or subscriptions, please contact us at hello@tokidos.com.
