Orders and Payments Join Tobi
Order Status and Tracking
You can check the status of your order at anytime by clicking here or logging into your Tobi account and locating your order number under Order History. If your order status shows "Processing", then we have received your order and it is being processed in our warehouse. Once your order has shipped, you will receive a Shipment Confirmation email that contains your tracking number, if available. You can also find your tracking number by clicking on your order # in your Account page. Tracking is not provided for orders shipped via USPS First Class International.
Change or Cancel My Order
Once your order has been placed, we are unable to make any changes. Please make sure to double check that your shipping and billing information is correct before submitting your order.
If you have additional items you want to purchase, please place another order. We will waive Standard USA shipping for any additional orders placed within 24 hours of the original order.
We accept Visa, Mastercard, American Express, and Discover credit cards. We do not accept PayPal at this time. Your account will not be charged until your order has shipped.
For security purposes, our billing department may take extra measures to verify the cardholder’s identity and billing information.
If it appears that you have a "double charge" on your statement, what you are seeing is a pre-authorization - a common bank practice. Pre-authorization shows as a second charge, but it is actually a pending transaction that is not debited from your account. The authorization amount automatically clears once the purchase debit clears. How long that takes depends on the issuer of your credit card.
As a part of our verification process, you may be required to send Tobi a copy of:
- The Credit Card used to make the purchase
- A government-issued photo ID for the cardholder
If we are unable to verify the billing information provided, our Billing Department will contact you at the email address for your account. If you do not respond within 3 days, your order will be canceled.
"Unqualified Customer" Errors
You will receive an error that reads "Unqualified Customer" if you try applying a coupon code to the wrong Tobi account. Each coupon code you receive is only good for your Tobi account.