Cancellation policy

Some items in our store may be offered to you as a subscription, a pre-order, or try before you buy. This cancellation policy lays out how you can change or cancel these kinds of purchases.

Subscriptions
When you purchase a subscription you'll receive repeat deliveries. These are based on the subscription duration and frequency that you select. Your payment details will be stored securely and you'll be charged for each of these deliveries, unless you choose to pay in advance. Some subscriptions may auto-renew at the end of their duration. If you don't want to renew a subscription you can cancel it. 

If you want to cancel or change your subscription, you can do it at any time. Your order confirmation emails have links to your order. You can manage your subscription from there. See our returns policy for more details on returns and refunds.

Pre-orders
When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. We may collect no payment or a partial deposit at checkout, store your payment method, then fulfill and charge the full or remaining payment at a future date. We may also charge the full amount at checkout. 

When you purchase a pre-order, The Toucan Cove then places an order with our supplier or distributor. Pre-order purchases are not eligible for cancellation, refund, or return once an order with a distributor is placed. We may evaluate a request for cancellation on a case-by-case basis, but we do not guarantee one. In the event that we allow a cancellation, we may also charge a restocking fee of up to 10% of the value of the item.

If a producer or manufacturer of an item cancels production, you will be refunded in full for the pre-order item(s) you purchased. 

Non-pre-order items purchased alongside pre-order items will ship with the last available pre-order. If you want your other items sooner, we recommend making separate purchases for pre-order and regular in-stock items.

There are two (2) key fields to review before making a pre-order purchase:

• The expected product release date
• The pre-order cut-off date

The expected product release date is the date provided by the manufacturer or distributor for when they anticipate the product to be available. Many factors can change this date and The Toucan Cove is not responsible for delays or shifts in the product release date. It is an estimate for the customer only.

The pre-order cut-off date is the last day that you can place a pre-order order with The Toucan Cove for that item. After this date, the item will be out-of-stock. Once The Toucan Cove has placed an order with our distributors, it is impossible to cancel it, and we are dedicated to providing you with the product you ordered. 

For any questions or concerns about this policy or your pre-order, please reach out to The Toucan Cove at toucan@thetoucancove.com.