Pickup Instructions

Pickup executive will come to your address to pickup the parcel within 48 hours of request. For express exchange, please make a video of handing it over to the pickup executive and share it with us over email at caremushaves@tokabear.com or WhatsApp at 9026178906.

Express shipment usually takes 8 to 10 days after the pickup is done.

Else we will start your replacement as soon as the parcel reaches our fulfilment centre, and QC is successfully done. Usually takes about 15 to 18 days.

You will also receive all the instructions over email. Feel free to reach out to us over email or WhatsApp in case of any confusions.

Quick Guide For Recording Your Handover Video:

  • Show the product clearly before handing it over.
  • Ensure the product is in brand new condition.
  • All tags and original packaging should be intact and visible.
  • Capture the moment of handing over the parcel to the pickup executive.
  • Make sure the handover is clearly visible and uninterrupted.
  • Do not need to include the face of the pickup executive (for privacy reasons).

Why We Require The Handover Video

  • In rare cases, parcels may go missing, or gets damaged in transit.
  • The courier partner may report that the parcel was handed over as is.
  • The handover video acts as proof that the product was safely given to the pickup executive.
  • This helps us raise and support insurance claims on your behalf.
  • It ensures a faster and smoother replacement process.

If Video Is Not Shared or Is Unclear

If a clear handover video is not received, your request will be processed under our standard replacement process instead of express exchange.

Please note:

  • The parcel will be accepted only after it reaches our fulfilment centre and passes Quality Check (QC).
  • If the received item does not meet our QC criteria, it will be returned back to you in the same condition.

QC may fail in cases such as:

  • Product is used, washed, or worn
  • Missing tags or original packaging
  • Stains, marks, perfume smell, or any odour
  • Damage such as tears, cuts, or alterations
  • Incorrect item sent (different product than originally ordered)

In such cases, the item will be shipped back to your address, and the replacement request will not be processed.