Policy & FAQ

International FAQ | How To | General FAQ
TERMS AND CONDITIONS
Processing Time / Rush Fee
PROCESSING TIME

Our normal processing time is 1-3 business days, if your order is placed after 8:30 a.m PST* on Friday, Saturday or Sunday, we won't start processing your order until the following Monday morning. (This also apply to Rush orders*). We're closed on the weekend.


RUSH FEE

Rush orders need to be placed BEFORE 8:30 a.m PST* to be shipped same day OR the next business day depending on the size of the order and the availability of certain products.

*PST: Pacific Standard Time.

Order Modification / Cancellation / Change of Address
MODIFICATION

You can make changes to your order from the time you place your order until 8:30 a.m PST the next morning. After you receive an email that says "Your order is now out for processing. The order is no longer available to modify or cancel."  at this point, we will no longer be able to add to your order or make any other changes to your order as your order has reached a different department.
If and only if you haven't received the email, you can click here to add to your order.

Keep in mind that adding more products to your order might affect the cost to ship your order depending on the weights and sizes of the products you're adding. In such cases, your additional order and shipping fee difference (if any) will need to be paid in full before your orders can be combined and shipped out.

If your order is a rush order, this action may cause delay and your orders may not get shipped out on time. So please consider this before making any changes to your order.


CANCELLATION

If you HAVE NOT received the email that says "Your order is now out for processing...". You can request your order to be canceled without paying for a restocking fee.

If you cancel your order AFTER you have received the email from us. Your order will be subject to be charged a 10% restocking fee.

CLICK HERE TO REQUEST A CANCELLATION

CHANGE OF ADDRESS

If you need to change your shipping address, you need to do so before you receive the email that says "Your order is now out for processing...". To request a change of shipping address, please OPEN A TICKET and provide your order number with the new shipping address.


We will not be responsible for any returned packages due to incorrect shipping address or recipient couldn't be reached at the time of delivery.

Shipping With Signature Required

We require a signature at the time of delivery on all orders over $200.

If your order is over $200 and you don't want signature required, you can request it by writing a note to TKB before you checkout.

TKB will not be responsbile for any potential loss of your order when the signature is removed.

Expedited Shipping

Orders need expedited shipping such as FedEx Priority Overnight, FedEx 2 Day must be placed by 8:30 a.m (PST) the day before it's delivered. There will be no weekend deliveries.

For example: If you need your order by Tuesday, your order must be placed BY 8:30 a.m (PST) on Monday and choose FedEx Priority Overnight option. If order placed after 8:30 a.m (PST) on Monday, your order will be delivered on Wednesday.

We are closed on the weekend, therefore orders placed after 8:30 a.m (PST) on Friday will not ship out until Monday and will be delivered on Tuesday.

Return / Exchange / Missing or Damage Products / Lost Package
Return / Exchange

Because of the nature of our product, we typically cannot accept returns. Please note that you have 2 weeks from the date you received your order to report any missing or problems about the order.


Damaged Products

For any damaged products, it would help us to resolve the issue more quickly if you could take pictures of the damaged products and send them over to us using our ticket system. Our staffs will look into the issue and an appropriate action will be taken.


Missing Products

If you think one or more products in your order is/are wrong or missing, please contact us immediately by using our ticket system.


LOST PACKAGE

ORDER VALUES LESS THAN $200: If tracking says your order has been delivered, but you didn't receive it. Before contacting us and to help assist you better, please look around your house, front porch, back door or any hidden area that the package could have been left there. If you still can't find your order, please reach out to us at support@tkbtrading.com. and we will open an investigation and determine an appropriate action to resolve the issue.

ORDER VALUES MORE THAN $200: We require a signature at the time of delivery for all orders over $200. If you still didn't receive your order after your order was said to be delivered, please reach out to us at support@tkbtrading.com for assistance.


If your order is over $200 and you have requested no signature for your order, TKB will not be responsible for any potential loss of your order.

GENERAL FAQ
When will my order ship? (Processing Time)

Our normal processing time is 1-3 business days, if your order is placed after 8:30 a.m PST* on Friday, Saturday or Sunday, we won't start processing your order until the following Monday morning. (This also apply to Rush orders*). We're closed on the weekend.

Rush orders need to be placed BEFORE 8:30 a.m PST* to be shipped same day OR the next business day depending on the size of the order and the availability of certain products.

*PST: Pacific Standard Time.

Not able to log in?

If you are new customers, it's recommended that you register for an account. This will help us to provide you the best customer support when you have any issues with your orders.

If you are returning customers and you forgot your password, click "Forgot your password?" and our automated system will send you a reset password email.

You CANNOT use the same log in that you use on our old website to log in on our new website. This simply will not work as our 2 websites do not communicate with each other. You will need to create a new account to log in. If you would like to see your past orders on the old site, please contact us and our staffs will help you with your request.

Accepted Payment Types

We accept Mastercard, Visa, Discover, American Express, PayPal and most visa cards. We DO NOT accept Money Order less than $50.00, personal checks, ship COD or offer "net 30" terms.

Can I get notified when a product is back in stock?

You can sign up for our weekly inventory update newsletter, which will be emailed out to you once a week, usually on Wednesday. The newsletter will let you know everything about our inventory flow as of the current week. Click here to sign up

HOW TO...
How to waive my California Sales Tax fees?

Since we ship from California, a sales tax is charged to any order that ships to another California address. If you are not shipping within California, you do not need to worry about sales tax.

If you are a Reseller in the State of California, and you do not wish to be charged Sales Tax on your order, please complete the State of California Seller's Permit Form (http://www.boe.ca.gov/pdf/boe230.pdf) and email it to us at: support@tkbtrading.com.

We will take 2-3 business days to review and confirm the information you provide on the form and update your account (** NOTE THAT WE CAN ONLY UPDATE CUSTOMERS WHO HAVE AN ACCOUNT ON OUR SITE, SO IF YOU DON'T HAVE ONE YET, BE SURE TO CREATE ONE BEFORE SENDING US THE FORM **).

How to reorder

If you are a repeat customer and would like to place a new order for the same products that you've purchased before. Simply log into your account > click on the reorder icon.

You will also be able to modify the quantity of each product or remove certain products that you don't need to reorder.

You can also use the WISHLIST feature of the website, by adding the product you wish to reorder in the future to your wishlist, this way you won't have to look for the product again on your next visit. The wishlist icon is located on the top bar of the page, near the search bar.

How to get notified when products are back in stock

You can sign up for our weekly inventory update newsletter, which will be emailed out to you once a week, usually on Wednesday. The newsletter will let you know everything about our inventory flow as of the current week. To sign up: Click Here

How to place an order and pay later or pay by phone

At check out, choose the option "Pay by Phone", then go ahead and submit your order. Once we receive your order, our agents will reach out to you using the phone number you provide to collect the payment. If our agents can't reach you, they will send you an invoice so you can pay for your order online instead.

This option is not recommended for International Customers as we will only make domestic calls. But if you wish to pay later, you can still checkout with this option and we will email you an invoice to pay later.

INTERNATIONAL FAQ
Do you ship to my country? and how much does it cost?

We ship our products worldwide, so yes! we do ship to your country.
The shipping costs can vary by country, and by the size and weight of your order. The only way to find out how much it costs to ship your order to your country is to start adding your favorite products to your shopping cart, when you're at checkout, enter your shipping address and our system will show you all of the shipping options available for you to choose.

Are duties and taxes included in the shipping cost?

NO. Duties and taxes assessed by your government will not be included in the shipping cost, which you will be responsible for.

I have a shipping account. Can I use it to ship my order?

Yes. We will need your account shipping number. Click here to submit your account before you place your order.

Can I have my order shipped to a different country from where I live?

Yes! absolutely. As long as you provide a valid destination address and shipping fee is paid for, then we can ship your order to anywhere you would like.

Is there any cheaper shipping option for international?

All of the shipping options visible to you at checkout are all the services we use to ship our customers' orders. At this moment, the cheapest shipping option we offer is "USPS International First Class", which can have a maximum weight of 4 pounds.


 FAQ about our products can be found here: TKB Knowledge Base
Need more assistance? Contact Us
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