FAQs

We offer FREE standard shipping for all AU orders. No minimum purchase.

$9.95 express shipping Australia wide.

We use Australia Post Parcel Post and Sendle. All parcels come with tracking.

Due to the current Victoria lockdown and restriction, local delivery and pick up is unavailable.

Every pup is unique and we stand by that!

Yes, we do allow for product customisation upon request at an additional charge, including adjusting the size range for the collars, two-colour combination leashes, adjusted length for the leashes and maybe other products you need that we haven't thought of.

We require you to email us at hello@tokokoropets.com for any special requests along with your desired length, design, or colour for a pricing structure.

All macrame products are made to order. We do not have excessive stock and only make as required once the order is placed, meaning we are committed to reduce waste here.
We generally ship within 1-3 business days. This may take longer for some busy periods, please check the most recent turnaround time on our home page.

Once your order has been fulfilled, you will receive an email notification with a tracking link.

For Standard Shipping:
Standard metro 3-6 business days, Standard Regional 4-13 business days.

For Express Shipping:
Express metro 1-3 business days, Express Regional 2-5 business days.

For Local Delivery:
We will deliver your order within 1-3 business days after 6pm. Please let us know if you prefer contactless shipping.

For Local Pick Up:
We will send a notification once your order is ready for collection.

Please note that due to COVID-19 there are some delays in transit, we appreciate your patience.

We allow 24 hours for order changes or cancel of order, however past this time, your order will be in the production process, hence we cannot change or cancel.

However, please let us know as soon as you can as we may be able to fix your concern.

With every order, you'll receive an email notification with the details to track your parcel.

You can also enter it here:

Standard domestic orders with Sendle: please enter your tracking number here https://try.sendle.com/tracking

Express and Standard domestic orders with Australia Post: please enter your tracking number here  https://auspost.com.au/mypost/track/#/search

Unfortunately, not at this stage.

Our vision is to focus and make it successful in Australia. If you are really keen to purchase our products, please contact us and we will find a solution for you.

We are a small business and due to the handmade nature of our products and each are made by order, we do not offer a refund or exchange for change of mind and on orders that do not fit. 

So, please be careful in placing your order, ensuring you use the sizing guide and contact us if you are uncertain with your sizing. 

If for any reason you may need to return your order due to a fault, please let us know immediately.

We recommend you hand wash and spot clean all products due to the delicate nature of the product and hardware. Please allow to dry flat down and avoid direct sunlight. Due to the brass hardware, scratches will inevitably occur over time. 

Collars & Leashes

- regular cleaning: spot clean with damp clothes and dry thoroughly

- deep cleaning: soak in warm soapy water, gently rub the dirt and rinse with running cold water. Pat excess water, particularly on the brass hardware and dry in shade. Alternatively, using a laundry bag, pop the leash and/or collar into your washing machine on a gentle cycle.

Toys

- regular cleaning: using a laundry bag, pop the toy into your washing machine on a gentle cycle. Air dry or tumble dry low.

Yes! All of our shipping materials are 100% recyclable and compostable.

We always try to reuse the old packaging from our suppliers. We are committed to reduce unnecessary packaging and will ensure everything we send you is only sufficient to keep the products safe during the transit.

That is our cheeky CEO, Quality Assurance and mascot, Noodle Baskoro!

His playful and curious nature embodies Tokokoro's values to always seek better ways to live harmoniously with nature.