Frequently Asked Questions

GENERAL FAQs:

When will my order ship?

Our normal processing time is 1-3 business days, if your order is placed after 8:30 a.m PST* on Friday, 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.

Can I get a faster processing time?

Our normal processing time is 1-3 business days. However you can purchase $ 6.00 Rush Fee at checkout to have your order shipped same day or the next business day depending on the size of your order and the availability of certain products.

Rush orders need to be placed BEFORE 8:30 a.m (PST). The fee needs to be purchased with your order. You cannot place your order and add a Rush Fee later.

Rush orders placed after 8:30 a.m (PST) on Friday will not be shipped out until the following Monday.

*This does not mean faster delivery.

Can I get a faster delivery?

Please read carefully:

If you need your order faster, at checkout you can select expedited shipping options such as FedEx Priority Overnight, FedEx 2 Day and the order must be placed by 8:30 a.m (PST). 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 expedited orders placed after 8:30 a.m (PST) on Friday will not ship out until Monday.

How do I add to my existing order?

Add to existing order rule:

If you have just placed an order and realized you forgot something, you may be able still add to it! Just follow this guide.

Instructions:

1. To "add", simply place a new order and in the note to TKB, type (in nice big letters): ADD TO ORDER NUMBER 111111.

2. Your original order and your "add to" order must be placed before 8:30 a.m (Pacific Standard Time).

3. When you place this second order, you will be charged shipping again. But rest assured that if we can combine the orders and save you on shipping costs, we will. We will refund any extra shipping costs at the moment that we ship.

4. Caution! If you placed a RUSH order and you want to add to it, remember that our cut off time for all RUSH orders is 8:30 a.m (PST). Adding to a RUSH order after that time will delay both orders.

 

Wrong / Missing / Damaged Items

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 for no signature for your order, TKB will not be responsible for any potential loss of your order.

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. 

How to waive California Sales Tax?

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 **).

Can I change the shipping address for the order I just placed?

Yes. If your order has not shipped yet, please contact us by opening a ticket to support@tkbtrading.com immediately with your order number and the correct address.

If your order has already shipped. We can try requesting for a change of address by contacting the shipping courier, if the change is possible there might be a fee which you will be responsible for in order for the change to be made. However, we cannot in no way to guarantee that we can stop your orders from being delivered to the wrong address. When that happens, we cannot refund you.

Can I cancel an order I just placed?

If your order has not shipped, you may request a cancellation by opening a ticket to support@tkbtrading.com with your order number and we'll try our best to complete your request. 

*Canceled orders are subject to a 10% restocking fee.

If your order has already shipped. We cannot cancel your order.

I cannot login

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" on the login page and our automated system will send you a reset password email.

For further assistance please contact us at support@tkbtrading.com

I had items saved in my cart, now they're gone?

There's a couple of things you should keep in my when saving items in your cart.

1. If you're saving the items when you're NOT logged in, the items will only be saved on that particular device that you're using. If you use a different device, the items will not be transferred over.

2. If you're saving the items when you're logged in, then the shopping cart with the same items should be accessible to you at all times on any devices you use when you log into the same account again. 

If you were logged in when the items were saved and you still don't see the items in your shopping cart, please report the issue to our technical team at support@tkbtrading.com so we can improve it.

What type of payment do you accept?

We accept Master, Visa, Discover, American Express, PayPal, Apple Pay, Shopify Pay, JCB, Diners Club and Wire Transfer*. We do not accept Money Orders, personal checks, ship COD or offer "net 30" terms.

*Wire Transfer: To complete your order, please wire transfer your payment of the total amount using the information below. Please let us know via email at support@tkbtrading.com once the payment has been completed to avoid further delays.

Addresss / Company's Info:

TKB Trading, LLC. 1101 9th Avenue, Oakland, California, 94606. Phone: 510-451-9011.

Bank Info: Bank of America

Address: 555 California Street, San Francisco, California 94104.

Account number: 164108537120

Routing number: 026009593 (Wires)

Swift code: BOFAUS3N

*Note: We only recommend this option to be used for Wire Transfer purpose. Any misuse of this option can delay your order and we can only start processing your order after we've received your wire transfer payment.

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INTERNATIONAL:

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 get to 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. You absolutely can. Please click here for further instruction.

I don't live in the U.S. but can I have my order shipped to a U.S. address?

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.

I'm not getting any shipping rates at checkout

If you're not getting any shipping rates at checkout, please make sure that you don't have any items that cannot be shipped internationally in your shopping cart such as Nail Polish.

If you do, please promptly remove the items from your shopping cart and try checking out again. If you're still not getting any shipping rates, please contact our support team at support@tkbtrading.com for further assistance.

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