FAQ

Please check here in our frequently asked questions (FAQ) for answers regarding ordering and shipping.

 

Ordering

Can I order via phone?

We do not accept order requests over the phone. If you'd like to place an order and do not want to use this web shop, you can contact our sales team for a quote or find a local Tobii partner or reseller.

 

Which currencies are available in the Tobii web shop?

Currently, we're offering one (1) currency on our website. Currency available:

- GBP (£): United Kingdom

There is no option to use another currency than your local predefined one in our web store.

 

Pricing and other details.

Prices, specifications, availability, and terms of offers may change without notice. We reserve the right to cancel your order, in whole or in part, if the price is not valid or posted in error at the time of your order submission. We do not take responsibility for typographical or illustrative errors.

 

Which payment methods do you accept?

We accept Visa, MasterCard, American Express. You can safely enter your entire credit card number via our secure server, which encrypts all submitted information.

We do not offer payment via digital wallet solutions, like PayPal, etc.

 

Does my billing address need to match my credit card address?

For credit card verification, you must enter the address exactly as it appears on your credit card statement. Our payment provider Stripe might block payments for which the customer-entered zip/postal code does not match the code on file with the card-issuing bank.

The shipping address does not need to match your billing or credit card address.

 

My credit card has been charged more than once for my purchase.

If you have recently placed an order through the Tobii online store, the duplicate charge you are seeing is likely the result of a pre-authorization hold.

A pre-authorization is a temporary hold to verify that funds are available when you place an order. Pre-authorizations are typically removed from your credit card transaction history when the full charge processes and funds are withdrawn. However, in some cases, this process can take up to 2 business days.

 

Should I put spaces or dashes in the Credit Card number?

No. Your card number should be entered in as a continuous string of numbers.

 

I want to cancel my order.

After each order is processed and confirmed, it is sent immediately to our fulfillment warehouse for shipment. You will receive notifications and order related documents via email, helping you determine your order status.

Orders cannot be cancelled after they have been shipped.

 

Do you have a student discount?

We don't offer student or educational discounts for online buyers.

To see if you are eligible for a discount at Tobii, please contact our sales team.

 

European VAT and US Sales Tax collection

Depending on the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your invoice and/or shipping address have been entered during checkout.

The price indicated includes anticipated VAT that we will collect from you based on information you make available to us. The total price may change during the shopping session depending on several factors. However, you will have the opportunity to review the final price we will charge before you submit your order.

Please always add your VAT registration number when entering your order details and/or when registering as our customer.

 

Shipping

How should I enter my delivery address?

Before submitting your order:

  • We ask you to fill in your details using ASCII (852) characters (English).
  • Please double check that you've filled in your address correctly.
  • Please be aware that our shipping provider can't deliver to post boxes, APO/FPO/DPOs, service points or packing stations.
  • Feel free to use both address line 1, 2 and 3 for street, building, room address.
  • Please note that we have a character limit of 35 characters per address line.

 

Shipping to Post Box, APO/FPO

We can only accept physical addresses (no PO boxes, post boxes, APO/FPO addresses, service points or packing stations). All deliveries will occur Monday through Friday, excluding holidays, and a signature upon delivery may be required.

 

Has my order shipped?

If you logged in or created an account during checkout, you can look up your order here uk.shop.tobii.com/account.php?action=order_status.

Placing an order doesn’t result in immediate delivery, as you receive an order receipt. For items in stock, orders usually ship within 1-2 business days, but lead times may vary by product. Please be aware that some orders may be delayed by order processing or other issues. Once the order is processed, you will receive an order confirmation followed by a delivery note email with shipment tracking information.

Shipping time is dependent on your delivery location and the shipping method selected at checkout.

 

How do I get my tracking number?

If you logged in or created an account during checkout, you can look up your order and view your shipment tracking information here uk.shop.tobii.com/account.php?action=order_status.

Once your order ships, you should also receive a delivery notification email with shipment tracking information.

 

How do I cancel my order?

After each order is processed and confirmed, it is sent immediately to our fulfillment warehouse for shipment. You will receive notifications and order related documents via email, helping you determine your order status.

Orders cannot be cancelled after they have been shipped.

 

Where do you ship?

All our products are packed and shipped to you by our shipping provider from our headquarters in Stockholm, Sweden.

We currently ship orders from our online only to the United Kingdom and the United States of America.

If we can't ship to your location, but you still want to purchase our products, you can contact our sales team for a quote or find a local Tobii partner or reseller.

 

Can I change my shipping address?

Unfortunately, you cannot change your shipping address after your order has been submitted. The order is sent to the fulfillment agency and can no longer be changed by updating your order details online.

If your package is not successfully delivered, it will be returned to the warehouse after 2 weeks and a credit will be made to your account.

 

Can I change my shipping method?

We offer only one shipping method using DHL Express.

You cannot change your shipment method after your order has been submitted.

 

When is shipping cut off?

For items in stock, orders placed prior to 15:00 CET.

Please be aware that some orders may be delayed by order processing or other issues.

 

How is the shipping fee calculated?

The shipping charges presented to you depend on your delivery location, weight and dimensions.

 

Which shipping methods are offered?

We offer only one shipping method using DHL Express, at the moment.

 

Shipping provider

We send our packages to you from our warehouse in Stockholm, Sweden with the help of DHL Express (DAP).

 

Delivery time

From Stockholm, Sweden the delivery time is depending on your delivery location.

On average, our shipping provider delivers within 2-3 business days following the order confirmation (not order receipt), but we must inform you that the guaranteed transit time to the final destination may take up to 7 business days.

As we are shipping with Incoterms DAP, you need to be aware that customs clearance is the responsibility of you, the buyer, and may cause delays.

 

Who covers the cost of customs taxes and import duties?

All orders - placed on our website - are shipped with the Incoterms DAP (Delivered at Place) from Stockholm, Sweden.

Customs fees are not included in your order total as Tobii has no control over these charges. The need for customs clearance may cause delays. Our shipping provider will contact you if there is a need for clearance. All physical and technical information for the product is available on our product pages on tobii.com.

Contact the ship-to country’s customs office for more information about your fees.

 

Returns

Cancelling my order

After each order is processed and confirmed, it is sent immediately to our fulfillment warehouse for shipment. You will receive notifications and order related documents via email, helping you determine your order status.

Orders cannot be cancelled after they have been shipped.

You can still withdraw from the purchase within 14 days if the order hasn’t been shipped yet.

  

I need to repair my item!

Please contact us for repair services by initiating a support case at Tobii ConnectWarranty returns, repairs and/or replacements must to be confirmed by our Customer Care team first and need and by RMA# for reference.

All returns and associated costs will be within the customer's responsibility. Therefore, we strongly recommend you follow our return policy/guidelines/recommendations. Tobii will not be held responsible for payment of any fees or import tax which will lead to the carrier returning the package back to the sender.

 

Can I return my order after it was delivered?

All Tobii devices and accessories bought online, are backed with a 30-day, money-back guarantee.

If you are not entirely satisfied with the product you received from us, you may return it. The item must be returned within the 30-day return policy window. In order to return a product, there must be no alteration from the product’s original condition. Refunds are usually processed within 15-20 business days after receiving and inspecting the returned item.

The following items are not available for return:

  • Warranties
  • Software

The cost of shipping the item(s) back is the responsibility of the customer unless we made a mistake with the original order. Ensure that you ship the items back with a tracking number for delivery confirmation and insurance in case of delivery damage.

Return instructions

For all requests, we will provide you with Return of Sales Number (ROS#) in order to track your return/exchange. The ROS number is needed to match the returned item(s) with the individual returning it. We will refund the purchase price, minus any shipping charges, once the item(s) has been received.

Orders must be returned within 1 week of being assigned a ROS number. If we do not receive the item(s) within the requested timeframe, then your return/exchange will be voided and no longer accepted.

All returned products should be sent to the following address, unless you are instructed otherwise:

Tobii AB
ROS#: (add your ROS number here)
Return of Sale
Logistics
Karlsrovägen 2D
18253 Danderyd
Sweden