EN FLEUR

CONTACT US

For after-sales service, please ensure that your purchase was from www.tokmoc.com, and attach the order number which we provided.

In order to provide you a better service and speed up responding time, Please select the corresponding email address to contact and do provide the relevant information before submitting an inquiry. 

We aim to respond to all inquires within 24 hours.

If you need pre-sales or after-sales service, please contact our support mailbox so that we can see and reply as soon as possible:
Email: support@tokmoc.com 
WhatsApp (not answer the phone): +1（872）330-7154

Company name：MAYLERESCAPE LIMITED
Company Address: UNIT# 2052 275 NEW NORTH ROAD LONDON UNITED KINGDOM N1 7AA

For Press, Marketing, Colloaboration, please contact: Phillip99069@outlook.com

For orders purchased on Amazon,
please contact: aftersale_sup@hotmail.com

SHIPPING POLICY

STANDARD SHIPPING TIMES

Due to a large number of orders resulting in extended logistics times, we are expediting shipments. tokmoc thanks you for your approval and purchase!

Pre-sale goods delivery time to ensure that within a month (because the order is too large, at any time will be sold out, but we have been in production stock, so the first order to buy priority shipping!)

United States: 5 - 10 Business days (Due to our surge in orders, logistics are extended by 3-4 days / depending on the country)

‼ Po box address can not be delivered 

Shipping countries, timeliness and method: US: Free Shipping on $0+ 

• Most packages are shipped via FedEx, but some locations we utilize USPS to ensure the fastest delivery possible.

PROCESSING TIMES

Orders take 1-2 business days to process after placing the order before shipping out. We do not ship out on weekends.

Due to excessive orders, we might have delays up to 2 more days.

Where can I find my tracking number?

When your items are shipped out, you should receive an automatic notification from our system via email providing you with a tracking number.

If you have trouble finding your tracking information, please contact support@tokmoc.com for assistance. 

Unexpected Delays

In some instances, the delivery may take longer than the standard shipping times stated above. External factors might cause shipping delays such as international customs processing and holidays that we cannot control. Please contact us if your package is taking too long to arrive and we will work with you to resolve any situation.

If you have any other questions, feel free to contact us at support@tokmoc.com.

REFUND POLICY

Last Updated: August 1, 2025

1. Order Cancellation Rules

• Cancellation Window:
  All orders must be canceled within 24 hours of placement.

• How to Cancel:
  → Email support@tokmoc.com with:
  Order Number + Cancellation Reason
  → Refunds processed within 72 hours (original payment method).

• Restrictions:

  Product Type	Cancellation Policy
  Custom Parts Orders	Non-cancelable after 12 hours (picking process starts)
  Sets & Lighting Kits	Cancelable before shipment (typically ships in 24h)

2. Returns Policy

A. Sets & Lighting Kits

• Conditions:

  • Unopened • Original box intact • Tamper-evident seals undamaged

  • Request within 60 days of delivery

• Return Process:

  1. Get RMA#: Contact support@tokmoc.com

  2. Ship Back:

     • Use original packaging with cushioning

     • Mark box: "RETURN - RMA#[Number]"

     • Provide tracking number within 5 days

  3. Inspection: Refund issued within 7 business days if approved.

• Shipping Costs:

  • Non-defective returns: Customer pays

  • Defective items: We provide prepaid label

B. Custom Parts Orders

• NO RETURNS ACCEPTED (due to customization)

• Missing/Broken Parts? Get free replacements:

  1. Email support@tokmoc.com within 30 days of delivery

  2. Submit parts list in this format:

     markdown

     
     

     | Part ID | Color Name | Color ID | Qty |  
     |---------|------------|----------|-----|  
     | 302301  | Red        | 21       | 3   |  

  3. Replacement ships within 7 business days (free global shipping).

  >50 missing parts? Skip the list – we’ll expedite!

3. Key Guidelines

• Pack Securely: Use bubble wrap/foam peanuts. Damaged returns void eligibility.

• Shipping Carriers: Recommended: UPS, FedEx, or DHL (tracking required).

• Customs: Declare as "RETURNED GOODS - NO COMMERCIAL VALUE" to avoid duties.

4. Non-Returnable Situations

❌ Opened sets/lighting kits
❌ Returns requested after 60 days
❌ Non-defective custom parts
❌ Freight-collect shipments without RMA#
Support: support@tokmoc.com (24-hr response)