Ordering
How do I place an order?
First click ﹍Add to Cart﹎ button at the lower right-hand side on each product section. To add an item to your order, enter the quantity you wish to purchase into the Quantity box. A ﹍Checkout﹎ button at the bottom of the page will take you to a Sign-in page. Here you can sign-in if you already have an account with us, or you can create your account if you are a guest. While creating your account, you will complete a series of forms with your shipping and billing address, and payment information. Upon completing these forms, just click ﹍Continue﹎ button and then ﹍Order Confirmation﹎ page will show a summary of your order. Click the ﹍Confirm Order﹎ button, and the tentative order confirmation will be sent via e-mail promptly. After that, the total cost including shipping and insurance will be sent via e-mail within 3 business days. Your order will be regarded as ﹍final﹎ after 4 calendar days from your receipt of the above email.
How do I know you have received my order?
We will send you shortly a tentative order confirmation e-mail indicating it has been received.
How do I check the status of my order?
To view the details of a particular order, click "My Account" at the top of the page and sign-in to access you account. Next, click "Order History" button. Select the order you would like to view and the order details page will appear. The status of your order is shown as: 1) Pending or 2) Processing and 3) Delivered. Once an order has shipped, you will receive a shipment confirmation email that evening, containing your tracking information.
How do I modify my order?
We undertake to ship your order promptly. Any cancellation or change to any or all of the order is not acceptable after 4 calendar days from your receipt of the email indicating the total cost including shipping and insurance.
Is the information I give you secure?
All orders are encrypted with industry-standard SSL (Secure Sockets Layer) technology on both your end and ours. SSL encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. With this technology, you enjoy more security when using your credit card for shopping at TokyoToshi.
What types of credit cards do you accept?
We accept Visa, MasterCard and American Express for orders placed overseas.
Shipping
Where do you ship?
Most of our products can be shipped to the countries shown in the ﹍Country﹎ box on the ﹍Registration﹎ page when you register. Please ask about shipping to countries not listed. We don﹊t ship to APO/FPO and PO Boxes.
How much will it cost to ship my order?
We will ship your order by EMS (Express Mail Service) which is quite economical and the fastest shipping method available through the post office. In case we ship large items, we will use DHL. To cover any damage to your item, we will have each item fully insured before shipping. It is impossible for us to show you the total cost including shipping and insurance at the time the order is placed. We will notify you the total cost via email within 3 business days after the receipt of your tentative order.
How long does it take for shipping?
We will ship item(s) to overseas within 14 days after the receipt of most orders, but actual shipping time may vary depending on the items and country of destination. In addition, please be advised that you may experience some delays during peak times such as Christmas Holiday Season. These delays aren't usually more than a few extra days.
Can I track my order?
You will receive a shipment confirmation with the tracking number via email. You can check the status of your order at the carrier﹊s tracking site. If you don﹊t receive the item within 2 weeks after the receipt of the shipment confirmation, please notify us immediately.
What about customs charges and duties?
We do not charge tax when you check out, but your local customs officials will assess taxes before allowing the item to enter your country. The carrier will usually pay these fees on your behalf and collect them from you at the time of delivery. You are responsible for all customs charges, including duties, taxes, brokerage fees, and any other fees, assessed at the border before delivery. Your local government determines customs charges and duties. Unfortunately, we are unable to provide you with the exact amount you will be charged. Please contact your local government for more specific details about its charges. We reserve the right to charge a restocking fee and recover costs billed to us in the event that you refuse an international shipment because of duties and customs charged by your country.
Returns
What is your return policy?
Please inspect your order upon delivery. If you are not completely satisfied with your purchase, you may return it for a refund. Notification by email is required within 7 days of receipt of the shipment on all refunds. All items must be returned in "as-new" condition in their original packaging. Any items returned without all packing material and instructions will be assessed a 25 % restocking fee (as per manufacturer). Items that show wear and tear will not be accepted for refund. Buyer assumes responsibility for all return shipping fees as well as any other expenses incurred to return the item to TokyoToshi. All returns will be assessed a 10 % restocking fee. In the return package, please include billing name, date of purchase and order no. We will refund your credit card account. Due to the credit card companies processing methods, there may be a lag between the time your return is process and the time the refund is reflected in your account.
What are the items prohibited from return?
It is impossible for us to accept any returns or exchanges for some items such as large furniture and handmade products. Please see each product's page.
Do I have to pay the cost returning the defective products?
Defective items will be exchanged for the identical or comparable item free of charge. In case a product is defective upon delivery, please first notify the carrier. Because the shipping fee includes insurance fee to cover any defect. And then, please﹛notify TokyoToshi by email within 7 days of receipt of the product. Please include in the body of the email a brief statement as to the nature of the defect or problem. But it may vary depending on the item. TokyoToshi will assume shipping charges on the shipment of replacement items.
What is the address of TokyoToshi?
2-23-14-403, Ebisu-minami, Shibuya-ku, Tokyo 150-022, Japan Tel : 81-3-6666-3315
My Account
How do I become a member?
Becoming a TokyoToshi member is free and easy. Simply click ﹍My Account﹎ at the top of the page, and click the ﹍Continue﹎ button and enter your personal information to create your account. back to top 忖
How do I change the information in my account?
To change your information already registered, just sign-in to your account and click the ﹍Edit Account﹎ button at the lower right-hand side.
How do I retrieve my password?
Please click the ﹍Forgot Your Password?﹎ line and enter your email address and the answer to ﹍Password Hint.﹎ Then, click the ﹍Continue﹎ button to get a new password sent to your email address shortly.
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