I have not received my order yet?

There could be a number of reasons as to why your order has not turned up yet. 

If you have purchased a kit and you have not received it yet please consider when you have purchased it. For example, if you have purchased a kit on the 14th of June and it is now the 24th of June with no signs of delivery or confirmation, this would be because your kit will not be sent out until the 1st of July. All kits are sent on the 1st working day of the month. 

UK CUSTOMERS

If you are in the UK delivery takes 3-5 working days. UK customers should receive emails with tracking information, please check your tracking with Royal Mail in case there are any delays. If your tracking is still showing "sender preparing item" after 5 days of your shipping confirmation email then, unfortunately, your order may have been lost in the depot before being scanned through. There are times when the tracking will show delivered when you have not received anything, please also consider checking with your neighbours and any safe places if your order has been left there as this could be why it has been marked as delivered. If there is still no sign of your order please let us know so we can see what we can do for you. 

INTERNATIONAL EUROPEAN CUSTOMERS

International European delivery can take 5 - 7 working days. Unfortunately, we do not have any tracking for all international customers yet, we are looking into making this an option in the future for you. Because of this, we cannot locate where your order could be. If your order has not turned up within 7 working days please give the delivery a full 14 working days since your shipping confirmation email. As there are times deliveries are delayed or your order may have been held at customs. If your order has not arrived within those 14 working days we will class this as lost.

REST OF THE WORLD CUSTOMERS

Rest of the world customers delivery can take 7 - 14 working days. Tracking is also not available for you yet but we are working on making this an option in the future, so, unfortunately, we cannot locate your order. If your order has not turned up within 14 working days please give the delivery a full 20 working days since your shipping confirmation email. As there are times deliveries are delayed or your order may have been held at customs. If your order has not arrived within those 20 working days we will class this as lost.

US CUSTOMERS

Delivery can take up 2 - 5 working days. Orders are shipped the first week of every month, once shipped you will receive tracking information by email. If your order has taken more than 5 working days please check your tracking details to check the status and feel free to contact us, we are happy to help! In some cases, the tracking shows delivered when it has not, please then give it 1-2 days before contacting us as there are many cases where the package has been marked delivered earlier than it actually has. We do ask that you check any back door areas or with a trusted neighbor as packages are often left this way also.

If you are worried that your order has been lost in the post or has not been sent then please email us at;

UK and international: support@tonic-studios.com

USA: customerservice@tonic-studios.com

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