TOKIT Support Center

Learn more about your device with guides, shopping support, and more.

Payment

  • Currently, the available payment methods for purchasing from our website are VISA, Mastercard, American Express,
    PayPal, Shop Pay, Apple Pay and Google Pay.

  • Returns or Replacement

    If you believe that the products were damaged in transit or are faulty on arrival, please contact us within 24 hours of delivery with photo evidence of the damages to TOKIT Customer Services. 

    For quality issues, (Asia Pacific area within 7 days of delivery; North America, European Union& United Kingdom within 30 days of delivery) TOKIT will provide you with paid shipping labels to proceed with the return.

    We do not offer refunds if you simply change your mind. The consumer warranty may not apply if the products are damaged by abnormal use.

    To be eligible for a return or replacement, your item must be in the same condition that you received it. It must also be in the original packaging. If there is any gift, please return it together. If a product you return is missing accessories or other bundled items that were shipped with the product, the retail price of those items will be deducted from your refund.

    To complete your return, we require a receipt or proof of purchase.

    Important note: If the buyer does not cooperate with customs clearance or refuses to accept the package and the package is returned, the additional costs incurred, including the return shipping fee, will be borne by the buyer.   

    Refunds

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    Late or Missing Refunds

    If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

    If you’ve done all of this and you still have not received your refund yet, please contact us at service@tokitglobal.com

    If the consumer refuses to accept the package and the package is returned, the additional costs incurred, including the return shipping fee, will be borne by the buyer. 

    We need consumers to provide a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

    Events Beyond Reasonable Control

    Neither party will be responsible for any delay or failure to comply with these terms if the delay or failure arises from any cause beyond their reasonable control (wars, natural disasters, extreme weather conditions, etc.).

    To check our full refund policy, please click here, thank you.

  • Please check your personal center and follow your order's shipping status with the tracking number.

  • Please note the following estimated delivery time counts after the shipping starts:

    European Union

    Germany Domestic: (2-4 business days processing time +2-4 business days delivery)

    European Union International (2-4 business days processing time +3-10 business days delivery)

  • Please check the newest delivery updates here:

     

    TOKIT Delivery Update

     

    Dear TOKIT community,

    Thank you for your patience as we prepare your TOKIT Omni Cook, we understand that you have all been waiting eagerly to use yours. 

    Our latest update regarding Kickstarter’s orders for the EU, we are pleased to tell you that they have arrived in Germany and we will start shipping packages for our Kickstarter’s users in the European Union in the near future, we urge you to stay tuned!

     

    Thank you so much for your support!

    TOKIT Team

     

    Updated on Oct,20

     

    TOKIT Delivery Updates and Air Freight Logistics

     

    Dear TOKIT community,

     

    Thank you for your patience during our shipping process of the Omni Cook. We have some important updates, today is the start of the first units being shipped to the United Kingdom and Ireland, our next step will be to begin shipping to SEA.

       

        

    We will now provide air freight logistics for our crowdfunding backers who need air freight with a certain additional fee, deducted by the marine cost we cover. Use the information and chart below for reference.

    • For Malaysia and Singapore backers, please contact us before October 9th.
    • For US and Canada backers, please contact us before October 22th.
    • For UK,Ireland backers, please contact us before October 8th. 

     

    The above additional cost is only the average cost for different regions, so it will be changed according to the actual different order. If you are still interested in changing the shipping method to air freight, please contact service@tokitglobal.com.

    Thank you so much for your support!

    TOKIT Team

     

     Updated on Sep, 30. 

    --------------------------------------------------------------------------------------------------------

    TOKIT Delivery Information and Updates 

     

    Dear TOKIT Community,

    We would like to thank you so much for supporting us!  We have some good news for you! After rounds of negotiation and rescheduling with our manufacturing and logistics partners, we have successfully shortened the overall expected delivery schedule. 

    Here is the updated timetable for your reference (updated 27th SEP):

     

    For the first 1000 units of the UK version, we will first ship to countries furthest away from China between Sept 27th and 30th, this includes United Kingdom and Ireland and will be sent via marine transportation. The rest of the units will be shipped to SEA Backers by ascending order of the backer ID. We will share the latest details on Facebook, Kickstarter and Email when we start shipping.

    In order to provide our customers with the fastest and most cost-effective logistics, we have set up overseas warehouses in our sales area for delivery. We will cover the shipping fees when your total final payment is over USD100. We will manage the shipping of all products purchased on TOKIT Official Store from our destination warehouses.

    Here is a list of our destination warehouses (updated 27th SEP):

    For the pre-orders with a total final payment that is less than USD100, we will have to charge a small logistics fee.

    Please check out the estimated fee list for your reference (updated 27th SEP): 


     

    We have also received some inquiries from crowdfunding users requiring a faster logistics method. We have consulted with air freight service providers and can arrange it, yet this will come with more expensive fees. Please send your request to service@tokitglobal.com if you need to speed up your delivery, our staff will contact you via Email. 

    Any questions with delivery schedule and logistics arrangement, please feel free to leave your message or contact us through our  email and social media channels.

     

    A Warm Appreciation from the whole TOKIT Team for your support.

     

    Updated on Sep, 27.

     

  • TOKIT product and accessories can be shipped to the following locations:

    European Union: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Spain, Sweden.

  • English
    Chinese (Simplified)
    Traditional Chinese
  • Hello, TOKIT Omni Cook speed gear is divided into forward and reverse;
    Forward rotation ranges from 0.5 gears to 10 gears; a total of 20 gears; reverse rotation ranges from -0.5 to -5 gears and a total of 10 gears; of which 0.5 gear is the lowest;
    (Please refer to the figure on the right for the speed of each gear. The chart data is strictly forbidden to be sent to the user directly. You can give an example to illustrate the speed of several gears, such as the 1st gear and the 5th gear)
  • Hello, the parts of our products and the parts in contact with food all meet the food hygiene and safety testing standards, have qualified reports, and do not contain BPA (bisphenol A), please rest assured to use.
  • Hello! The TOKIT Omni Cook operating screen is a 7-inch IPS full touch screen.
  • Hello! The knife assembly can chop hard ingredients such as soybeans hundreds of times, so you can use it with confidence. But considering that when each machine is used, the frequency of grinding or cutting the food is different, so the life of each product will also be different.
  • Hello! The product has a recipe function. Get recipes in the cloud after networking. In order to better use the intelligent multi-function cooking machine to obtain a better cooking experience, please connect the device to the network before use. Click on the "menu bar" in the upper left corner of the screen to select: "recipe" item to enter the recipe interface.

  • The precautions after use are as follows:


    After use, immediately empty the ingredients in the mixing bowl, take out the mixing knife set and clean it in time, and carefully stir the blades of the knife set. The plug must be unplugged after use, before installing or removing parts, and before cleaning. If the product is abnormal or malfunctions, please stop using it immediately and unplug the power plug. Please dry the mixing bowl thoroughly before installing it into the main unit.

  • Please pay attention to the following items for daily maintenance of the product:


    1. Please do not drop the product or hit hard objects to avoid injury or malfunction.
    2. Please do not modify it. Non-maintenance technicians are not allowed to disassemble and repair, so as to avoid fire, electric shock and injury.
    3. In case of abnormality or failure, stop using it immediately to avoid fire, electric shock and injury.
    4. The appliance cannot be operated with an external timer or an independent remote control system.
    5. The silicone parts on the product should avoid contact with alcoholic beverages with ethanol content greater than 50%.
    6. The appliance must be used with the sliced material supply table and the supply handle in the corresponding position, unless it cannot be so due to the size and shape of the food.
    7. Turn off the power switch and disconnect the power before replacing parts or touching moving parts.
    8. The agitator in the accessories can only be used on the base provided, if it is used on other products, there will be damage or other risks.
    9. Please do not use accessories and accessories other than the accessories of this product to avoid fire and personal injury.

  • The precautions after use are as follows:


    After use, immediately empty the ingredients in the mixing bowl, take out the mixing knife set and clean it in time, and carefully stir the blades of the knife set. The plug must be unplugged after use, before installing or removing parts, and before cleaning. If the product is abnormal or malfunctions, please stop using it immediately and unplug the power plug. Please dry the mixing bowl thoroughly before installing it into the main unit.

  • The purpose of the scraper:
    You can use a spatula to remove the mixed ingredients or cooked food from the mixing bowl and empty the mixing bowl.


    Notice:
    The scraper is made of silicone. When using the scraper to scrape the food in the mixing bowl, please avoid touching the blade of the blade to avoid damage to the surface of the scraper.
    Silicone parts should avoid contact with alcoholic beverages with ethanol content greater than 50%.

  • The purpose of the stirring rod:
    You can use a stirring rod to ensure that the ingredients are evenly mixed at a low stirring speed, thereby helping to prevent the ingredients from solidifying or sintering at the bottom of the mixing bowl, or for whipping cream or egg whites;

    Installation and removal:
    1. Place the stirring rod on the stirring knife set, turn it slightly and press to fix it, and make sure that it does not float, and it is not easy to pull it out directly.
    2. Pinch and stir the baseball-shaped end and slightly turn it upwards and pull it out.
    Use attention;
    1. Before use, you must ensure that it is correctly assembled in place, otherwise the stirring rod will be damaged during use.
    2. The "maximum speed" and the mark with arrow circle "5" on the stirring rod mean that when the stirring rod is used, the maximum speed of the product cannot exceed "5". If the main motor speed exceeds 5 gears, the stirring rod is damaged Risks will affect the normal progress of the cooking process. Please pay attention when you use it.
    3. The stirring rod must not be used for long-term stewing (slow stewing, slow cooking, fermentation), especially in high temperature environments, otherwise the health effects cannot be ruled out.

  • The precautions for the power cord are as follows:


    It is forbidden to use power sources other than the specified voltage to avoid fire and electric shock. Please be sure to unplug the power supply by holding the power plug part to avoid electric shock or short circuit and fire.

    When disconnecting the AC power cord, do not pull the AC power cord. Do not allow children to operate and use it alone, and place it out of the reach of infants to avoid dangerous accidents such as electric shocks and burns.

    Please do not insert or unplug the power plug with wet hands to avoid electric shock or injury. Please use a socket with a grounding wire with a rated current of 10A or more separately to avoid fire and other hazards.

  • The precautions for the power cord are as follows:


    1. Please use the supplied AC power cord.
    2. If the power cord is damaged, in order to avoid danger, it must be replaced by professionals from the manufacturer, its maintenance department or similar departments.
    3. Before performing maintenance work or moving, please disconnect the AC power cord from the AC power socket.
    4. Do not pinch, bend or twist the AC power cord excessively, otherwise the core may be exposed or broken.
    5. Do not use the provided AC power cord on any other devices.

  • Due to steam and heat, the walls and furniture will be damaged, discolored and deformed, so please keep them at least 30cm away from the walls and furniture when using them. When putting it in a kitchen closet and other places, keep it well ventilated.

  • When the error "E05" appears, it means The temperature sensor on the mixing bowl bottom is in high temperature (The bottom temperature > 225℃)"

    1. Acknowledge the fault, and then check whether the mixing bowl is drying in an empty condition or working at a high temperature for a long time, and thus causes its bottom temperature to be too high and triggers a fault alarm;
    2. Remove the mixing bowl from the main engine frame, place it aside, wait until the temperature of the mixing bowl falls. Be careful not to touch the bottom of the mixing bowl to prevent scald;
    3. Check whether the rear or right side of the device is covered by a tablecloth or other object and make sure to keep a distance of above 30CM;
    4. Keep the device still for half an hour before powering it on and re-starting it again. If the fault alarm still occurs, it is confirmed that the device is in fault.
  • When the error "E01" appears, it means "No mixing bowl lid is placed or the mixing bowl lid is not locked appropriately. "

    1. Confirm that no mixing bowl lid is placed or the mixing bowl lid is not locked appropriately. Put the lid in place and turn it counterclockwise. When the reed under the handle of the mixing bowl lid is completely stuck in the slot in the handle of the mixing bowl, a "snap" is heard, and the mixing bowl lid can not be further rotated counterclockwise;

    2. Remove the mixing bowl lid and then reinstall it properly. If a fault alarm is given again after the mixing bowl lid is put in place, it is confirmed that the device is in fault.
  • When the error "E10" appears, it means “The temperature sensor on the mixing bowl bottom is in fault."
    When the error "E15" appears, it means “Flash read/write error (detected only in factory mode)"

    Please follow the instructions below to solve the problem:

    1. Acknowledge the fault alarm, and disconnect the power plug.
    2. Wait for several minutes before powering it on and re-starting it again. If the fault alarm still occurs, it is confirmed that the device is in fault.
  • When the error "E05" appears, it means The temperature sensor on the mixing bowl bottom is in high temperature (The bottom temperature > 225℃)"

    1. Acknowledge the fault, and then check whether the mixing bowl is drying in an empty condition or working at a high temperature for a long time, and thus causes its bottom temperature to be too high and triggers a fault alarm;
    2. Remove the mixing bowl from the main engine frame, place it aside, wait until the temperature of the mixing bowl falls. Be careful not to touch the bottom of the mixing bowl to prevent scald;
    3. Check whether the rear or right side of the device is covered by a tablecloth or other object and make sure to keep a distance of above 30CM;
    4. Keep the device still for half an hour before powering it on and re-starting it again. If the fault alarm still occurs, it is confirmed that the device is in fault.
  • When the error "E01" appears, it means "No mixing bowl lid is placed or the mixing bowl lid is not locked appropriately. "

    1. Confirm that no mixing bowl lid is placed or the mixing bowl lid is not locked appropriately. Put the lid in place and turn it counterclockwise. When the reed under the handle of the mixing bowl lid is completely stuck in the slot in the handle of the mixing bowl, a "snap" is heard, and the mixing bowl lid can not be further rotated counterclockwise;

    2. Remove the mixing bowl lid and then reinstall it properly. If a fault alarm is given again after the mixing bowl lid is put in place, it is confirmed that the device is in fault.
  • When the error "E10" appears, it means “The temperature sensor on the mixing bowl bottom is in fault."
    When the error "E15" appears, it means “Flash read/write error (detected only in factory mode)"

    Please follow the instructions below to solve the problem:

    1. Acknowledge the fault alarm, and disconnect the power plug.
    2. Wait for several minutes before powering it on and re-starting it again. If the fault alarm still occurs, it is confirmed that the device is in fault.

  • Returns or Replacement

    If you believe that the products were damaged in transit or are faulty on arrival, please contact us within 24 hours of delivery with photo evidence of the damages to TOKIT Customer Services. 

    For quality issues, (Asia Pacific area within 7 days of delivery; North America, European Union& United Kingdom within 30 days of delivery) TOKIT will provide you with paid shipping labels to proceed with the return.

    We do not offer refunds if you simply change your mind. The consumer warranty may not apply if the products are damaged by abnormal use.

    To be eligible for a return or replacement, your item must be in the same condition that you received it. It must also be in the original packaging. If there is any gift, please return it together. If a product you return is missing accessories or other bundled items that were shipped with the product, the retail price of those items will be deducted from your refund.

    To complete your return, we require a receipt or proof of purchase.

    Important note: If the buyer does not cooperate with customs clearance or refuses to accept the package and the package is returned, the additional costs incurred, including the return shipping fee, will be borne by the buyer.   

    Refunds

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    Late or Missing Refunds

    If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

    If you’ve done all of this and you still have not received your refund yet, please contact us at service@tokitglobal.com

    If the consumer refuses to accept the package and the package is returned, the additional costs incurred, including the return shipping fee, will be borne by the buyer. 

    We need consumers to provide a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

    Events Beyond Reasonable Control

    Neither party will be responsible for any delay or failure to comply with these terms if the delay or failure arises from any cause beyond their reasonable control (wars, natural disasters, extreme weather conditions, etc.).

  • Warranty Policy

    TOKIT products purchased on the official online store come with a limited warranty. Unless otherwise specified, this warranty covers the hardware components of the product as originally supplied and does not cover, or partially cover software, consumable items, or accessories even if packaged or sold with the Product.

    This warranty is only redeemable within the original country or region of purchase. We do not accept any return & refunds after 30 days of delivery without reason. However, warranty services are still valid for products under normal use. If a fault is found after thirty (30) days from delivery of the product(s), you should contact us and we will either repair or replace the product.

    Warranty period of each product is listed as follows:

    - 2 Years warranty for the TOKIT Omni Cook: the Base Unit and the Mixing Bowl (with the lid, without the blade).
    - 3~6 Months warranty for the Accessories (varies on different regions, different SKUs) : the Mixing Blade Set, the Steamer Set, the Simmering Basket, the Measuring Cup, the Butterfly Whisk, the Slow-cook Plug and the Blade Cover.
    - Items we do not cover : Tea spoons, Scrapers, and other third-party accessories.

    The limited warranty only covers product defects caused by workmanship or build materials. To make a claim, present your original Proof of Purchase (invoice), model and serial number of the product, and photo evidence of the product’s defects to TOKIT Customer Service at service@tokitglobal.com. Please note that we offer after sales assistance only in the areas where we make shipments. 

    If replacement or repair service is provided, the warranty period will not be renewed or extended.

    The limited warranty does not cover:

    • Defects or damage resulting from accidents, neglect, misuse or abnormal use; abnormal conditions or improper storage; exposure to liquid, moisture, dampness, sand or dirt; unusual physical, electrical or electromechanical stress.
    • Scratches, dents and cosmetic damage, unless caused by TOKIT.
    • Defects or damage resulting from excessive force or use of metallic objects on the touch screen.
    • Devices that have the serial number or the IMEI number removed, defaced, damaged, altered or made illegible.
    • Ordinary wear and tear.
    • Defects or damage resulting from the use of the product in conjunction or connection with accessories, products, or ancillary/peripheral equipment not furnished or approved by TOKIT.
    • Any physical feature defects or damage resulting from improper testing, operation, maintenance, installation, service, or adjustment not furnished or approved by TOKIT.
    • Defects or damage resulting from external causes such as collision with an object, fire, flooding, dirt, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse, or improper use of any electrical source.
    • Defects or damage resulting from cellular signal reception or transmission, or viruses and other software problems introduced into the product.
    • Repair conducted by un-official repair center.
    • Other damage not caused by the design, manufacturing or quality of the product itself.

    Others

    • We only provide the services promised in this policy, and shall not be responsible for any commitment made by agent or partner beyond the contents of this policy.
    • This policy will be implemented on the date of announcement.
     
    CONTACT US

    For more information about our return policy if you have questions, or if you would like to make a complaint, please contact us by e-mail at service@tokitglobal.com or by mail using the details provided below:

      1009, 10/F GLOUCESTER TOWER, LANDMARK, 15 QUEEN'S ROAD, CENTRAL, HONG KONG, 999077, Hong Kong

    To check the full refund policy, please click here, thank

  • We strongly recommend that you only use this product in the country of purchase. This helps to ensure that the environment it is used in is compatible with your model. If you do need to use the product in a country different from the country of purchase, please consider the followings:

    > For the main unit, specific version:
    - If your new country is one of our officially supported countries of the version you have, then the main unit's warranty policy will still take effect.
    - If your new country is not one of our supported countries for your specific product model, we can't provide you with free warranty service; only: if we support other versions in your new country, then you might (or might not) still enjoy the paid after-sales service. You will need to consult the local after-sales service center for availability and specific charges.

    > For the accessories:

    -If you can provide the corresponding purchase certificate, then the warranty policy of the accessories will still be in effect.

    An example:
    You have bought an UK Version in Singapore, then you moved to UK. You will still enjoy the full warranty. If you move to France (with different plug type) or US (with different voltage), then normally this unit is not available for normal use anymore. If you wish to use it anyway, we will not guarantee the safety use, yet we might (or might not, depends on the capacity of local providers in different regions) still be able to provide some paid maintenance service if such is available locally (need to check with local supplier in advance).

    Meanwhile, for any issues you encounter while using the product, you are welcome to contact us at the following: service@tokitglobal.com. We are always very happy to serve you!