Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at support@tojimo.com.

Orders

If you need to change or cancel your order, please contact us immediately. Once our warehouse has processed your order, we will be unable to make any changes.

"Unfulfilled" just means that we successfully received your order! Once your order is shipped, you'll receive a tracking number and your order status will change to "Fulfilled."

"If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at www.Paypal.com"

Returns

Any brand new product can be returned for a full refund within 60 days of delivery. We offer free and easy returns for all domestic and international orders for items placed on mvmt.com. Expedited shipping charges are non-refundable.

For warranty claims or parts replacement, please contact us at support@tojimo.com as the process will be different.

To start your return, please locate your order number. Once you have printed your return label, attach the label to your return package. If possible, use the same shipping materials that your order came in. Remove any previous labels and securely tape the new shipping label onto your package. Drop off your package at any facility designated by the carrier on your label.

A few things to remember:

  • Please make sure you are only returning item/s that your return label has listed. Any additional item/s may not be processed properly if there is no return requested for it.
  • Please choose the appropriate reason for return from the dropdown, this ensures that your return is processed accordingly.
  • Please allow up to 10 business days from the day the item is delivered in our warehouse to be processed.
  • Refunds will be returned to the same form of payment.

Once you notify us that you would like a return, we will email you a pre-paid return label within 24 hours.

Once your return has been received by the warehouse and it complies with our returns policy, we will refund you by your original payment method. Please be aware that payments can take up to 7 working days to process depending on your bank or payment provider. Returned items will be refunded excluding the original cost of shipping.

After we have issued the refund, it will take up to 3 business days for the funds to be placed back on your credit card or Paypal account.

Receive a damaged item? Please reach out to our Customer Support team at  support@tojimo.com  and they will help resolve the issue.

Shipping

After your payment is verified, it takes up to 24 hours to process and ship your order. This does not include weekends or holidays. Purchases made after 11 am PST will not be shipped out until the next business day. If you order after 11 am PST on a Friday, your order will likely be shipped out on the following Monday.

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

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