1. How we ship
- Your coins ship directly from our manufacturing partner to your address, Delivered Duty Paid (DDP). Freight and import duties are already included in your price, so there are no customs charges on delivery.
- Before shipping, we send you a photo of your finished coin and ask you to confirm the delivery address.
- Once your order ships, you receive a tracking number by email.
- We ship to addresses in the United States, including military bases with a street address. Our carriers can’t deliver to APO/FPO/DPO addresses (only USPS can). If your unit is overseas, contact us and we’ll help you choose a stateside delivery address.
2. Delivery times
Delivery estimates are included in your quote and updated during production. Carriers and customs can occasionally cause delays that are outside our control. If you have a firm event date, tell us early and we will plan around it.
3. Damaged, missing or lost packages
- Please inspect your order when it arrives.
- If your package arrives damaged or items are missing, contact us within 7 days of delivery with photos of the package and the items.
- If tracking shows no movement for an extended period, contact us and we will open a claim with the carrier.
- Once confirmed, we will replace the affected items or refund them.
4. Returns
Because every order is custom-made to your design, we do not accept returns or exchanges for change of mind, and orders cannot be canceled after mold approval.
If your coins have a manufacturing defect or differ materially from the approved proof, you are covered by our 100% satisfaction guarantee. See section 8 of our Terms of Sale.
5. How to file a claim
Email hello@tocoin.co, message us on WhatsApp at +1 (217) 909-9101 or on iMessage at hello@tocoin.co with:
- Your name and order number.
- A short description of the issue.
- Photos of the coins and packaging.
We reply to every claim within 2 business days.
6. Contact us
Tocoin LLC
7345 W Sand Lake Road, Ste 210, Office 936, Orlando, FL 32819, USA
Email: hello@tocoin.co
WhatsApp: +1 (217) 909-9101
iMessage: hello@tocoin.co
