English

Contact Us

TOM Premium Shop Operations During the New Year’s Holidays:

Shipment and Customer Support operations will be closed from Dec. 30, 2016 to Jan. 4, 2017 (JST), in observance of the New Year’s holidays. During this period, we will be unable to ship orders and support will be limited. We will resume our normal operations on Jan. 5, 2017 (JST).

Thank you very much for your inquiry.

・Additional processing time may be required for some inquiries. Furthermore, due to high volume, we may be unable to respond to all business-related inquires.

・At this time, we are only able to respond to inquiries in English or Japanese. Please see our FAQ for more details.

・By submitting the form below you are agreeing to our privacy policy. Please see our privacy policy regarding the use of personal information collected from your inquiry.

・All messages from TOM Customer Support are sent from [email protected]. In order to ensure that you receive our replies, please add this email address to your non-spam safe list.

・Please check your mail settings and contact us again if you do not receive a response from us within two days of your message.
Select Topic
  • Tip: Have you checked your Orders Page?

    You can find most information regarding your order status on your Orders Page, here!

  • Tip: Have you checked your Orders Page?

    You can find most information regarding your order's shipping status, including its estimated shipping date and tracking number, on your Orders Page, here!

  • Need to change the shipping address for your order?

    You can do so easily via your Orders Page, as long as your order status has not yet reached the "Shipping Soon" phase!

  • Need to change your email address?

    You can change your email easily from your Profile Settings page, here!

  • How do I confirm which coupons I have?

    To see the coupons you currently have, check your TOM Points & Coupons page, here!

    We’re sorry, but coupons and promotions cannot be retroactively applied to completed orders. (>_<)

  • Need to cancel your order?

    You can easily submit a cancellation request for orders of in-stock items from your Orders Page, as long as your order status has not yet reached the "Shipping Soon" phase!

    Please note that pre-order and made-to-order items cannot be cancelled.

Shop FAQ