TOM Premium Shop FAQ

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Shipping

Q:

Do you ship worldwide?

A:

Yes! We ship worldwide! However, there are some locations we are unable to ship packages. If we cannot ship to your location, we will promptly contact you. Some products are unable to ship to certain locations due to licensure laws. If a product has such a location restriction, it will be stated on the product's page.

Q:

How do you ship packages?

A:

Packages from our warehouse in Japan can be shipped by EMS, SAL Parcel, or SAL Small Packet Registered. Depending on the size and shape of the items in your order, you may not be able to choose some shipping methods. Packages from our US warehouse are shipped via USPS.

Pricing information for these methods is included below.

EMS

EMS (Express Mail Service) is the main shipping method for the TOM Premium Shop, and is the fastest and most reliable form of international shipping. EMS packages usually arrive at their destination 3 days to 2 weeks after shipment.

• asia
• europe
• south america, africa
• north america, other

Country

• Indonesia
• Republic of Korea
• Cambodia
• Guam
• Singapore
• Sri Lanka
• Thailand
• Taiwan
• China
• Nepal
• Pakistan
• Bangladesh
• Philippines
• Bhutan
• Brunei Darussalam
• Vietnam
• Hong Kong
• Macao
• Malaysia
• Myanmar
• Maldives
• Mongolia
• Lao People's Democratic Republic
• Northern Mariana Islands
• Japan

Min Weight (g)	Max Weight (g)	Postage
0	300	$9.25
300	500	$11.25
500	600	$11.75
600	700	$12.75
700	800	$13.65
800	900	$14.75
900	1,000	$15.75
1,000	1,250	$17.95
1,250	1,500	$20.25
1,500	1,750	$22.65
1,750	2,000	$24.75
2,000	2,500	$30.25
2,500	3,000	$34.25
3,000	3,500	$38.25
3,500	4,000	$42.25
4,000	4,500	$46.25
4,500	5,000	$50.25
5,000	5,500	$54.25
5,500	6,000	$58.25
6,000	7,000	$64.65
7,000	8,000	$71.05
8,000	9,000	$77.45
9,000	10,000	$83.85

For shipments that exceed 10,000 g, the estimated shipping cost will be available on the Shopping Cart page.

Country

• Iceland
• Ireland
• Azerbaijan
• Italy
• Ukraine
• United Kingdom
• Estonia
• Austria
• Netherlands
• Greece
• Croatia
• Switzerland
• Sweden
• Spain
• Slovakia
• Slovenia
• Czech Republic
• Denmark
• Germany
• Norway
• Hungary
• Finland
• France
• Bulgaria
• Belarus
• Belgium
• Poland
• Portugal
• Macedonia
• Malta
• Monaco
• Latvia
• Lithuania
• Liechtenstein
• Luxembourg
• Romania
• Russian Federation

Min Weight (g)	Max Weight (g)	Postage
0	300	$14
300	500	$17
500	600	$19
600	700	$20.5
700	800	$22
800	900	$23
900	1,000	$25
1,000	1,250	$28
1,250	1,500	$31
1,500	1,750	$35
1,750	2,000	$38
2,000	2,500	$46.2
2,500	3,000	$52.6
3,000	3,500	$59
3,500	4,000	$65.4
4,000	4,500	$71.8
4,500	5,000	$78.2
5,000	5,500	$84.6
5,500	6,000	$91
6,000	7,000	$101.4
7,000	8,000	$111.8
8,000	9,000	$122.2
9,000	10,000	$132.6

For shipments that exceed 10,000 g, the estimated shipping cost will be available on the Shopping Cart page.

Country

• Argentina
• Uruguay
• Ecuador
• Colombia
• Chile
• Paraguay
• Brazil
• Venezuela
• Peru
• Algeria
• Uganda
• Egypt
• Ethiopia
• Ghana
• Gabon
• Kenya
• Sierra Leone
• Djibouti
• Senegal
• United Republic of Tanzania
• Tunisia
• Togo
• Botswana
• Madagascar
• South Africa
• Mauritius
• Morocco
• Rwanda

Min Weight (g)	Max Weight (g)	Postage
0	300	$15.25
300	500	$18.25
500	600	$21.25
600	700	$23.25
700	800	$26.75
800	900	$29.25
900	1,000	$32.25
1,000	1,250	$38.25
1,250	1,500	$45.25
1,500	1,750	$51.05
1,750	2,000	$57.75
2,000	2,500	$70.25
2,500	3,000	$82.25
3,000	3,500	$94.25
3,500	4,000	$106.25
4,000	4,500	$118.25
4,500	5,000	$130.25
5,000	5,500	$142.25
5,500	6,000	$154.25
6,000	7,000	$171.05
7,000	8,000	$187.85
8,000	9,000	$204.65
9,000	10,000	$221.45

For shipments that exceed 10,000 g, the estimated shipping cost will be available on the Shopping Cart page.

Country

• United States
• El Salvador
• Canada
• Costa Rica
• Jamaica
• Trinidad and Tobago
• Panama
• Barbados
• Honduras
• Mexico
• Australia
• Solomon Islands
• New Caledonia
• New Zealand
• Papua New Guinea
• Fiji
• United Arab Emirates
• Israel
• Oman
• Qatar
• Cyprus
• Kuwait
• Saudi Arabia
• Turkey
• Bahrain
• Jordan
• Puerto Rico

Min Weight (g)	Max Weight (g)	Postage
0	300	$12.75
300	500	$15.75
500	600	$16.75
600	700	$18.75
700	800	$20.75
800	900	$21.75
900	1,000	$23.75
1,000	1,250	$25.75
1,250	1,500	$28.75
1,500	1,750	$31.75
1,750	2,000	$35.75
2,000	2,500	$41.35
2,500	3,000	$46.95
3,000	3,500	$52.55
3,500	4,000	$58.15
4,000	4,500	$63.75
4,500	5,000	$69.35
5,000	5,500	$74.95
5,500	6,000	$80.55
6,000	7,000	$89.35
7,000	8,000	$98.15
8,000	9,000	$106.95
9,000	10,000	$115.75

For shipments that exceed 10,000 g, the estimated shipping cost will be available on the Shopping Cart page.

SAL Parcel

SAL Parcel is an alternative shipping method available for most orders, but requires more time for delivery compared to EMS. Depending on your location, shipments sent via SAL Parcel may require 3 to 5 weeks for delivery.

To see whether or not SAL Parcel is available for your country, please click here. Online tracking is available, and will be included in a shipping confirmation email when your order leaves our warehouse.

*SAL Parcel is not available for the United States and its territories.

• East Asia
• South & Southeast Asia
• Europe, North & Central America,
  Oceania, the Middle East
• South America,
  Africa

Country

• Palau
• Philippines
• Guam
• Hong Kong
• Marshall Islands
• Federated States of Micronesia
• Northern Mariana Islands
• China

Min Weight (g)	Max Weight (g)	Postage
0	300	$10
300	500	$12
500	600	$13
600	700	$14
700	800	$15
800	900	$16
900	1,000	$17
1,000	1,250	$18
1,250	1,500	$19
1,500	1,750	$20
1,750	2,000	$21
2,000	2,500	$24
2,500	3,000	$26
3,000	3,500	$28
3,500	4,000	$30
4,000	4,500	$32
4,500	5,000	$34
5,000	5,500	$37
5,500	6,000	$40
6,000	6,500	$43
6,500	7,000	$46
7,000	7,500	$49
7,500	8,000	$52
8,000	8,500	$55
8,500	9,000	$58
9,000	9,500	$61
9,500	10,000	$64

For shipments that exceed 10,000 g, the estimated shipping cost will be available on the Shopping Cart page.

Country

• India
• Pakistan
• Indonesia
• Singapore
• Sri Lanka
• Thailand
• Bangladesh
• Malaysia

Min Weight (g)	Max Weight (g)	Postage
0	300	$11
300	500	$14
500	600	$16
600	700	$18
700	800	$20
800	900	$21
900	1,000	$22
1,000	1,250	$24
1,250	1,500	$25
1,500	1,750	$27
1,750	2,000	$30
2,000	2,500	$33
2,500	3,000	$36
3,000	3,500	$39
3,500	4,000	$42
4,000	4,500	$45
4,500	5,000	$48
5,000	5,500	$51
5,500	6,000	$54
6,000	6,500	$57
6,500	7,000	$60
7,000	7,500	$63
7,500	8,000	$66
8,000	8,500	$69
8,500	9,000	$72
9,000	9,500	$75
9,500	10,000	$78

For shipments that exceed 10,000 g, the estimated shipping cost will be available on the Shopping Cart page.

Country

• Australia
• New Zealand
• Puerto Rico
• Canada
• Saint Pierre and Miquelon
• Mexico
• United Arab Emirates
• Israel
• Kuwait
• Saudi Arabia
• Turkey
• Bahrain
• Belarus
• Iceland
• Ireland
• Azerbaijan
• Armenia
• American Samoa
• Italy
• Ukraine
• Uzbekistan
• United Kingdom
• Estonia
• Austria
• Netherlands
• Kazakhstan
• Greece
• Kyrgyzstan
• Georgia
• Croatia
• San Marino
• Gibraltar
• Greenland
• Switzerland
• Sweden
• Spain
• Slovakia
• Slovenia
• Republic of Serbia
• Tajikistan
• Czech Republic
• Denmark
• Germany
• Turkmenistan
• Norway
• Holy See (Vatican City State)
• Hungary
• Finland
• France
• Belgium
• Poland
• Portugal
• Malta
• Monaco
• Republic of Moldova
• Montenegro
• Latvia
• Lithuania
• Liechtenstein
• Luxembourg
• Russian Federation

Min Weight (g)	Max Weight (g)	Postage
0	300	$15
300	500	$18
500	600	$19
600	700	$21
700	800	$23
800	900	$24
900	1,000	$26
1,000	1,250	$28
1,250	1,500	$30
1,500	1,750	$32
1,750	2,000	$33
2,000	2,500	$39
2,500	3,000	$39
3,000	3,500	$48
3,500	4,000	$48
4,000	4,500	$58
4,500	5,000	$58
5,000	5,500	$66
5,500	6,000	$66
6,000	6,500	$75
6,500	7,000	$75
7,000	7,500	$84
7,500	8,000	$84
8,000	8,500	$93
8,500	9,000	$93
9,000	9,500	$102
9,500	10,000	$102

For shipments that exceed 10,000 g, the estimated shipping cost will be available on the Shopping Cart page.

Country

• Argentina
• Colombia
• Chile
• Paraguay
• Brazil
• Peru
• Algeria
• Egypt
• Kenya
• South Africa

Min Weight (g)	Max Weight (g)	Postage
0	300	$19
300	500	$23
500	600	$26
600	700	$28
700	800	$30
800	900	$32
900	1,000	$34
1,000	1,250	$36
1,250	1,500	$38
1,500	1,750	$40
1,750	2,000	$42
2,000	2,500	$48
2,500	3,000	$54
3,000	3,500	$60
3,500	4,000	$66
4,000	4,500	$72
4,500	5,000	$78
5,000	5,500	$84
5,500	6,000	$90
6,000	6,500	$96
6,500	7,000	$102
7,000	7,500	$108
7,500	8,000	$114
8,000	8,500	$120
8,500	9,000	$126
9,000	9,500	$132
9,500	10,000	$138

For shipments that exceed 10,000 g, the estimated shipping cost will be available on the Shopping Cart page.

SAL Small Packet Registered

SAL Small Packet Registered is a lower-cost shipping method that is only available for select orders, and generally requires 3 to 5 weeks for delivery. However, this estimate may vary depending on your location. Shipments sent via SAL Small Packet Registered cannot exceed a max weight of 2 kg, or max dimensions of Length+Width+Height=90 cm. Due to these restrictions, this method will not be available for all orders.

Tracking information will become available when your order is shipped, and will be sent to you in a shipping confirmation email. Please note that tracking information for packages shipped via SAL Small Packet Registered may not be updated as frequently as SAL Parcel or EMS.

• Asia
• Europe, North & Central America,
  Oceania, the Middle East
• South America,
  Africa

Country

• Hong Kong
• China
• Indonesia
• Bangladesh
• Federated States of Micronesia
• Guam
• Hong Kong
• India
• Sri Lanka
• Marshall Islands
• Malaysia
• Philippines
• Pakistan
• Palau
• Singapore
• Thailand
• Northern Mariana Islands

Min Weight (g)	Max Weight (g)	Postage
0	300	$6.3
300	500	$8
500	600	$8.5
600	700	$9.1
700	800	$9.9
800	900	$10.5
900	1,000	$11.5
1,000	1,250	$13
1,250	1,500	$14.8
1,500	1,750	$16.5
1,750	2,000	$18.2

Country

• United States
• Turkey
• Ireland
• Estonia
• Croatia
• Switzerland
• Sweden
• Spain
• France
• New Zealand
• Canada
• Mexico
• Italy
• United Kingdom
• Netherlands
• United Arab Emirates
• Armenia
• American Samoa
• Austria
• Azerbaijan
• Belgium
• Bahrain
• Belarus
• Switzerland
• Czech Republic
• Georgia
• Gibraltar
• Greece
• Israel
• Iceland
• Kyrgyzstan
• Kuwait
• Kazakhstan
• Liechtenstein
• Luxembourg
• Latvia
• Monaco
• Montenegro
• Malta
• Saint Pierre and Miquelon
• Puerto Rico
• Portugal
• Russian Federation
• Saudi Arabia
• Slovenia
• Slovakia
• San Marino
• Tajikistan
• Turkmenistan
• Ukraine
• Uzbekistan
• Holy See (Vatican City State)
• Virgin Islands, U.S.
• Lithuania

Min Weight (g)	Max Weight (g)	Postage
0	300	$6.9
300	500	$8.8
500	600	$9.8
600	700	$10.6
700	800	$11.5
800	900	$12.5
900	1,000	$13.5
1,000	1,250	$15.2
1,250	1,500	$17.5
1,500	1,750	$19.8
1,750	2,000	$22

Country

• Argentina
• Brazil
• Chile
• Colombia
• Algeria
• Egypt
• Kenya
• Peru
• South Africa

Min Weight (g)	Max Weight (g)	Postage
0	300	$7.5
300	500	$9.8
500	600	$10.8
600	700	$11.8
700	800	$12.8
800	900	$13.8
900	1,000	$14.8
1,000	1,250	$17.5
1,250	1,500	$20
1,500	1,750	$22.5
1,750	2,000	$25.2

Air Small Packet Registered

Air Small Packet Registered is a moderately priced shipping method that is only available for select orders. Shipments sent via Air Small Packet Registered cannot exceed a max weight of 2 kg, or max dimensions of Length+Width+Height=90 cm. Air Small Packet Registered will not be available for orders that exceed these limitations. Shipments sent via Air Small Packet Registered generally require 2 to 3 weeks for delivery.

Tracking information for orders shipped via this method will be sent to you in a shipping confirmation email once your order is shipped.

• Asia
• Europe, North & Central America,
  Oceania, the Middle East
• South America,
  Africa

Country

• Northern Mariana Islands
• Guam
• United States Minor Outlying Islands
• Republic of Korea
• Taiwan
• China
• Palau
• Philippines
• Hong Kong
• Marshall Islands
• Macao
• Federated States of Micronesia
• Mongolia
• India
• Indonesia
• Cambodia
• Singapore
• Sri Lanka
• Thailand
• Nepal
• Pakistan
• Bangladesh
• Timor-Leste
• Bhutan
• Brunei Darussalam
• Vietnam
• Malaysia
• Myanmar
• Maldives
• Lao People's Democratic Republic

Min Weight (g)	Max Weight (g)	Postage
0	300	$6.96
300	500	$9.2
500	600	$10.32
600	700	$11.44
700	800	$12.56
800	900	$13.68
900	1,000	$14.8
1,000	1,250	$16.2
1,250	1,500	$17.6
1,500	1,750	$19
1,750	2,000	$20.4

Country

• Australia
• Kiribati
• Samoa
• Solomon Islands
• Tuvalu
• Tonga
• Nauru
• New Caledonia
• New Zealand
• Vanuatu
• Papua New Guinea
• Pitcairn
• Fiji
• French Polynesia
• United States
• Puerto Rico
• Virgin Islands, U.S.
• Anguilla
• Antigua And Barbuda
• Virgin Islands, British
• El Salvador
• Guadeloupe
• Canada
• Guatemala
• Grenada
• Cayman Islands
• Costa Rica
• Saint Pierre and Miquelon
• Jamaica
• Saint Vincent and the Grenadines
• Saint Kitts and Nevis
• Saint Lucia
• Turks and Caicos Islands
• Dominica
• Dominican Republic
• Trinidad and Tobago
• Nicaragua
• Panama
• Bahamas
• Bermuda
• Barbados
• Belize
• Honduras
• Martinique
• Mexico
• Montserrat
• United Arab Emirates
• Yemen
• Israel
• Oman
• Qatar
• Cyprus
• Kuwait
• Saudi Arabia
• Turkey
• Bahrain
• Jordan
• Iceland
• Ireland
• Azerbaijan
• Albania
• Armenia
• Andorra
• Italy
• Ukraine
• Uzbekistan
• United Kingdom
• Estonia
• Austria
• Netherlands
• Guernsey
• Kazakhstan
• Greece
• Kyrgyzstan
• Croatia
• San Marino
• Gibraltar
• Jersey
• Georgia
• Switzerland
• Sweden
• Spain
• Slovakia
• Slovenia
• Republic of Serbia
• Tajikistan
• Czech Republic
• Denmark
• Germany
• Turkmenistan
• Norway
• Holy See (Vatican City State)
• Hungary
• Finland
• France
• Bulgaria
• Belarus
• Belgium
• Poland
• Bosnia and Herzegowina
• Portugal
• Macedonia
• Malta
• Monaco
• Republic of Moldova
• Montenegro
• Latvia
• Lithuania
• Liechtenstein
• Romania
• Luxembourg
• Russian Federation

Min Weight (g)	Max Weight (g)	Postage
0	300	$8
300	500	$10.88
500	600	$12.32
600	700	$13.76
700	800	$15.2
800	900	$16.64
900	1,000	$18.08
1,000	1,250	$19.88
1,250	1,500	$21.68
1,500	1,750	$23.48
1,750	2,000	$25.28

Country

• Argentina
• Uruguay
• Ecuador
• Guyana
• Colombia
• Suriname
• Chile
• Paraguay
• Falkland Islands (Malvinas)
• French Guiana
• Brazil
• Venezuela
• Peru
• Bolivia
• Aland Islands
• Algeria
• Angola
• Uganda
• Egypt
• Ethiopia
• Eritrea
• Ghana
• Cape Verde
• Gabon
• Gambia
• Guinea
• Guinea-Bissau
• Kenya
• Comoros
• Congo
• the Democratic Republic of the Congo
• Sao Tome and Principe
• Zambia
• Sierra Leone
• Djibouti
• Swaziland
• Seychelles
• Senegal
• Saint Helena
• Somalia
• United Republic of Tanzania
• Central African Republic
• Tunisia
• Togo
• Namibia
• Niger
• Burkina Faso
• Benin
• Botswana
• Madagascar
• Malawi
• Mali
• South Africa
• Mauritius
• Mauritania
• Mozambique
• Morocco
• Rwanda
• Lesotho
• Reunion

Min Weight (g)	Max Weight (g)	Postage
0	300	$10.13
300	500	$14.45
500	600	$16.61
600	700	$18.77
700	800	$20.93
800	900	$23.09
900	1,000	$25.25
1,000	1,250	$27.95
1,250	1,500	$30.65
1,500	1,750	$33.35
1,750	2,000	$36.05

Q:

Where will my items ship from?

A:

You can see where your items will ship from on the Shopping Cart page. Items from our warehouse in Japan will be listed under the label "Shipping from Japan." Items from our North American warehouse will be labeled "Shipping from the United States."

Q:

Do you provide tracking information?

A:

Yes, you will receive an email once your order ships that contains tracking information. You can also find this tracking information on Your Orders page.

Q:

How are shipping prices calculated?

A:

The shipping cost varies per product and selected shipping method. By adding products to your cart and accessing the Shopping Cart page, you can instantly view the shipping charge prior to completing your order. The shipping charge will change if you add or deduct products, or choose a different shipping method.
Note: Discounts such as TOM Points and coupons cannot be applied to shipping fees, and can only be applied to the subtotal of your order.

Your country's government may require customs taxes or other clearance fees to be paid before delivery. Local taxes and fees of this nature are not included in the shipping costs or Grand Total of your order. TOM has no control over and is not able to provide compensation for customs taxes or any related local charges.

Q:

How does free shipping work on the TOM Premium Shop?

A:

The TOM Premium Shop offers Free Standard Shipping via SAL Small Packet Registered (SPR) and USPS.

If an order's subtotal meets the minimum purchase requirement*, and the shipment qualifies for SAL SPR or USPS, it is eligible for Free Standard Shipping. (Please note that if the subtotal falls below the minimum purchase requirement after the use of coupons or TOM Points, your order will no longer be eligible for Free Standard Shipping.)

Orders that contain only items with blue “Free Shipping” labels, and that qualify for SAL SPR or USPS, are also eligible for Free Standard Shipping.

*You can check the current minimum purchase requirement needed to qualify for Free Standard Shipping by clicking on the Shopping Cart button on the right.

Q:

Once I have placed my order, how long does it take for it to be shipped?

A:

Products that are currently in stock will ship within two business days. Pre-order products will ship upon their official release by the manufacturer. Made-to-order products and TOM Special Creator products will ship after they are produced. The amount of time needed to manufacture made-to-order and TOM Special Creator products may vary depending upon the item.

ATTENTION: Due to a possible increase in orders during the holiday season, shipments might be delayed by an additional 1-3 business days. We deeply appreciate and are grateful for your support and understanding.

Also, in addition to the the standard delivery time for each shipping method, it might take an additional week or more for TOM Premium Shop packages to reach their recipient’s address for orders placed on or around Dec. 25, 2016 to Jan. 4, 2017, due to the New Year’s holiday schedule observed by local customs and postal services.

Q:

How long does shipping take?

A:

Shipping times vary by location and shipping method. Please refer to the table below for more detailed information.

Shipping Method	Average Delivery Time
EMS	1 to 2 Weeks
Air Parcel	2 to 3 Weeks
SAL Parcel	3 to 5 Weeks
Air Small Packet Registered	2 to 3 Weeks
SAL Small Packet Registered	3 to 5 Weeks
USPS (Priority Mail/First-Class Mail)*	1 to 2 Weeks

Please note that average delivery times may vary by country.

* USPS is the only available shipping method for shipments originating from our US warehouse.

ATTENTION: In addition to the the standard delivery time for each shipping method, it might take an additional week or more for TOM Premium Shop packages to reach their recipient’s address for orders placed on or around Dec. 25, 2016 to Jan. 4, 2017, due to the New Year’s holiday schedule observed by local customs and postal services.

Q:

Will my entire order ship together in one shipment?

A:

It is likely that your order will ship in multiple shipments, because we ship products of an order as they become available. For example, an order containing a pre-order product, a TOM Special Creator item, and an artbook may be shipped in three different packages. The artbook would be shipped right away because this type of item is available in our warehouse, the TOM Special Creator item would be shipped in 4 weeks after it is produced because this type of item is made to order, and the pre-order product would be shipped once it releases from the manufacturer.

Q:

My order contains pre-order products releasing in different months. Will they ship separately? Will I be charged for additional shipping?

A:

Yes, pre-order products will ship separately to you as they release. However, you will not be charged additional shipping costs. All shipping costs will be included in the original Grand Total of your order. Please note that shipping charges do not include any potential customs duties, taxes, or fees.

Q:

Can you hold my order and ship it at a later date?

A:

We cannot hold packages for shipment at a later date. If you foresee any potential delivery problems, we recommend contacting your local post office. By sharing your package’s tracking number with them, you can sometimes arrange to have your package delivered at a later date.

Q:

How do I know when my pre-order product will ship?

A:

We are often only told the expected month a pre-order product will release. This information is written on the product's page. If you would like more specific information, please contact us during the month the pre-order product is expected to release. In the case a pre-order product's release is delayed by the manufacturer, customers will be contacted.

Q:

It's been over a week and my product hasn't shipped. What is the delay?

A:

Your product might be a TOM Special Creator product! Such products include art prints, smartphone cases, blankets, and more. These items are specially made once you order them. This process takes about 4 weeks. Therefore, please allow 4 weeks to pass before shipment for such products. If you are not sure if your product is a TOM Special Creator product, please contact us.

Q:

My package shipped, but my address has changed! What should I do?

A:

We are unable to reroute packages that have already shipped. Please contact your local post office right away to request for the package to be rerouted. If they are unable to reroute your package and you cannot obtain it, it will be returned to one of the TOM warehouses, either in Japan or Los Angeles, depending on where your package originally shipped from. For more information about a returning package, please refer to <Q: What should I do if my package is being returned to Japan?>.

Q:

Can you declare my order as a gift or lower the declared value?

A:

We greatly appreciate you choosing to purchase from the TOM Premium Shop and would like to help you receive your purchases with ease, but we must follow the rules regarding retail companies sending international shipments. Therefore, we are unable to declare orders as gifts or lower their declared values.

Q:

Can you send me my package as an individual and not a company?

A:

As previously stated, we greatly appreciate you choosing to purchase from the TOM Premium Shop and would like to help you receive your purchases with ease, but we must follow the rules regarding retail companies sending international shipments. Therefore, we are unable to send packages as an individual.

Q:

Do you ship within Japan?

A:

Yes. However, some products are not permitted to ship within Japan.
If we are unable to ship a product you ordered within Japan, we will contact you.

Q:

How do I change my shipping address for an order that has not shipped yet?

A:

To change your shipping address, please visit Your Orders page and press the “Change Shipping Address” button on the left side of the page. This will enable you to input new address information. The button will disappear if the shipment is already being processed, at which time it is no longer possible to change the shipping address. Please also be aware that the “Change Shipping Address” function can only be used with the web browser version of the TOM Premium Shop; it is not available on our mobile web browser version or our mobile applications.

If you wish to change the shipping name or country for a package, please contact us as soon as possible. Any relevant details you can share about the reason for changing the shipping name and/or country will enable us to process your request quicker.

Q:

Can I change the shipping method for an order that has not yet shipped?

A:

No, the shipping method cannot be changed after an order has been placed. If your order contains in-stock products and you would like to choose a different shipping method, you may be able to cancel your order. Please use the Request Cancellation button on Your Orders page or contact us immediately to prevent your order from shipping.

Q:

Can I request for shipments to be combined?

A:

It is not possible to combine separate shipments at this time.

Q:

My order is a gift. Can you make the packaging more discreet, leave out the invoice, or remove price tags?

A:

Due to the requirements of international shipping, the value of the item must be included in Japanese yen on the outside of the package. We must also include a packing invoice in every shipment. Although this invoice does list product prices in US dollars, it does not contain any sensitive private details, such as billing or payment information. Also, due to our commitment to shipping products in brand new condition, we are unable to change or remove any price tags originally included with an item you have purchased.

Q:

Can you ship to US military (APO or FPO) addresses?

A:

Any product that can be shipped to the United States can also be sent to a US military address. To ensure that your package is shipped as quickly and smoothly as possible, please follow the instructions below:
1. First choose the United States as the country of your shipping address.
2. Then select the correct Armed Forces location from the bottom of the state dropdown menu (Armed Forces Europe, Armed Forces Pacific, etc.).

Payment

Q:

How can I pay?

A:

We accept Visa, MasterCard, Discover, and American Express credit cards and debit cards. We also accept PayPal, Amazon Payments, bank transfers, and some prepaid cards, such as Visa gift cards. If you would like to process a bank transfer, please contact us.

In order to reduce those afflicted by fraud, we have security measures in place for all payments processed with a credit card. If your billing address does not match your shipping address, the shipment of your package might be delayed or your order might be canceled and refunded. Such orders can be repurchased using a credit card with no mismatched information.

Q:

Is my credit card information safe?

A:

Yes. All credit card transactions are proccessed via a reliable third-party payment system.
Your information is never stored on TOM's servers.

Q:

Can I pay in installments?

A:

No, all payments must be paid in full.

Q:

When will I be charged for pre-order products?

A:

Pre-order products are charged immediately upon checkout.

Q:

Do I need to pay any additional import duties, VAT, customs taxes, or local handling fees?

A:

Depending on your country’s customs laws, you may be required to pay a tax before obtaining your package.

In some areas, such as the United Kingdom and France, the local postal service may charge an extra handling fee for processing packages affected by customs taxes. Customs taxes and any possible handling fees are not included in the Grand Total of your order. TOM neither requests nor receives this money and is unable to control the amount.

Q:

How can I delete my payment information?

A:

Add a product to your cart. Then, access the Cart page. Click "Change Shipping & Payment" and then click "Delete."

Q:

Can I pay via bank transfer?

A:

Yes. We can accept payments from any bank that is capable of making a transfer in US dollars to our US bank account.

-- Bank Transfer Steps --

1. Please contact us and tell us which product(s) you are interested in purchasing. We may seek additional information from you as necessary. Afterward, we will write up your full order details in a reply message.

2. Once you have confirmed your order details, we will request that you transfer the Grand Total of your order in US dollars to our bank account. This can be done by calling or visiting your bank. Your bank may choose to charge additional fees for performing a transfer.

3. Please contact us once more upon finishing the bank transfer procedures. It can take up to a week for us to confirm the completion of your bank transfer.

4. We will prepare your order for shipment once your bank transfer has been completely processed, or once the products become available (if they are pre-order or made-to-order items).

Cancellations

Q:

Can I cancel my order?

A:

An order containing regular, in-stock products can be canceled if the items have not yet been prepared for shipment. Please note that your refund will not include any promotions or discounts applied to your order.

Q:

How can I cancel my order?

A:

To request a cancellation, please visit Your Orders page and press the “Request Cancellation” button on the left side of the shipment you wish to cancel. Doing so will stop your shipment. We will contact you at the email address linked to your TOM account within a few business days to finalize the cancellation.

If you wish to cancel only part of a shipment, please contact us immediately, rather than using the “Request Cancellation” button. Please also be aware that the “Request Cancellation” function can only be used with the web browser version of the TOM Premium Shop; it is not available on our mobile web browser version or our mobile applications.

Q:

Why doesn’t my order have a Request Cancellation button?

A:

The Request Cancellation button will only appear on shipments of regular, in-stock products. The button will disappear if the items have already been prepared for shipment and can no longer be stopped.

The Request Cancellation button will not appear on shipments of pre-order, made-to-order, or TOM Special Creator items. We do not accept cancellations for such products. Please view the Products section for further information.

Q:

Can I change the details of an order I've already placed?

A:

It is not possible to change the size, color, or version of a product you have already ordered. If you have ordered a regular, in-stock product and you would prefer a different size, color, or version, it may be possible to cancel your order. Please use the Request Cancellation button on your Orders page or contact us immediately to prevent the original item from shipping. You can then place a new order for your preferred version of the product. However, discounts and promotions (such as Free Shipping) applied to the canceled product will not apply when it is re-ordered.

Q:

Will my points and coupon be returned to my account if my order is cancelled or returned?

A:

For Cancellations:
If your order is cancelled, your coupons and discounts may not be reimbursed entirely depending on the nature of the discount used. Further, any TOM Points earned from a cancelled order, including cash back TOM Points, will be deducted from your TOM Points account. If the amount is not deductable, it may be withheld from your refund.

For Returned Shipments:
If your shipment is returned to us before being delivered to you, we will refund you for the value of the items inside the shipment, but not for any shipping fees, discounts, or coupons incurred after the time of shipment. Additionally, in most circumstances all TOM Points earned from the returned order, including cash back TOM Points, will be deducted as applicable. If the amount is not deductable, it may be withheld from your refund.

Products

Q:

I want to purchase a product that is out of stock. How can I know when it will be back in stock?

A:

Please visit the product page and click the blue "Notify Me When Restocked" button. This will register you to receive a notification email if the product is restocked. The email will be sent to the email address linked to your TOM account.

If the item is out of stock, but there is no blue "Notify Me When Restocked" button on the product page, it means the item is no longer available.

Q:

Where can I check my email settings for items awaiting restock?

A:

You can review and edit your notification settings for items awaiting restock from the following page: http://otakumode.com/restock_notifications

Q:

There is a product I would like to purchase, but you don't sell it!

A:

Please contact us. The more information you can share about the product (such as a link, item name, or picture), the quicker we will be able to inform you whether we can add it to the TOM Premium Shop. We are always in search of new otaku products to offer fans around the world!

Q:

Can I return an item or exchange it for a different version?

A:

All sales are final, and we are therefore unable to accept returns or offer exchanges. If an item in your order was defective or damaged upon arrival, please contact us as soon as possible.

Q:

Does the TOM Premium Shop sell adult products?

A:

We do not sell figures, books, or other products that have been specifically designated for adults (age 18 and over) by their original manufacturer, publisher, or creator, or by Japanese trade organizations. However, it is each individual purchaser's responsibility to ensure that they only order items fully in compliance with local laws and cultural standards of appropriateness.

Q:

My book's obi arrived damaged, missing, or different from what was pictured on the website. What should I do?

A:

Unfortunately, obi (a small decorative paper slip included with some Japanese books and manga) are not considered part of the product by the publisher. We are therefore unable to offer support for damage to an obi. Please also know that obi and dust jackets are subject to change by the publisher without notice. It is possible to receive an obi or dust jacket that differs from those shown in a product's photos. Publishers do not guarantee the inclusion of an obi and reserve the right to cease including them at any time.

Pre-Order

Q:

What is a pre-order product?

A:

Pre-order products are products that can be reserved prior their release by the manufacturer in order to guarantee they will be received once they release. A reservation is placed by completely paying for the pre-order product at the time of checkout. Pre-order products are not shipped until they are released by the manufacturer. Therefore, there will be more time between payment and shipment than for regular products. Please note that pre-order products have “[Pre-order]” in their title.

Q:

Can I cancel a pre-order product?

A:

We do not accept cancellations for pre-order products.

Q:

Will changes to my payment information affect my pre-order?

A:

Pre-orders are charged immediately after they are placed. Once completed, changes to payment information and credit cards will not affect your order.

Q:

When are shipments fulfilled for pre-order products?

A:

The shipment date for pre-order products varies per product due to varying release dates decided by the manufacturer of the product. Please refer to the “Release Date” information on each pre-order product page for an approximate release date. Once the pre-order product is released and shipped, you will automatically be emailed tracking information. Shipping will take approximately 1-2 weeks. For more detailed information regarding shipping times of your pre-order purchases, please visit Your Orders page.

Q:

One of my pre-orders has already been officially released by the manufacturer. Why hasn't it shipped yet?

A:

If you live in the United States or Canada, we may only be able to receive your pre-order through the manufacturer's official North American distributor. Items that are received through such distributors generally become available some time after the Japanese release. We do our best to provide an accurate expected shipping date on the product page for all items we receive through North American distributors. This also means that you may see a difference when comparing release dates on the TOM Premium Shop and the websites of manufacturers.

Made-to-Order/TOM Special Creator Products

Q:

What are made-to-order and TOM Special Creator products?

A:

Made-to-order products are products that are only manufactured once an order is placed. Such products must be manufactured prior to shipment. TOM Special Creator products are also made-to-order products, but they are also of creations by TOM Special Creators and are exclusively available on the TOM Premium Shop.

Q:

Can I cancel made-to-order products or TOM Special Creator Products?

A:

Made-to-order products and TOM Special Creator products cannot be canceled. Such products are manufactured solely for you as a custom order. However, it is still possible to receive a refund or replacement for such products if they are damaged or lost during shipment. Please contact us via our contact us to receive assistance.

Q:

How much time does it take to manufacture and ship a made-to-order or TOM Special Creator product?

A:

The estimated manufacturing time varies between made-to-order products. Detailed information is provided on each product page. Also, it takes approximately 4 weeks to manufacture TOM Special Creator products. Made-to-order products and TOM Special Creator products take about 1-2 weeks to reach their destination once they have been shipped. For more detailed information regarding shipping times of your made-to-order and TOM Special Creator product purchases, please visit Your Orders page.

TOM Points & Coupons

Q:

What are TOM Points?

A:

TOM Points are like an otaku currency useable only on the TOM Premium Shop! Each time you make a purchase on the TOM Premium Shop, you earn TOM Points useable on your next order. You can apply TOM Points you've earned toward your order's subtotal on the Cart page. TOM Points are non-transferable. All TOM Points expire six months from your last purchase on the TOM Premium Shop. However, the expiration of all TOM Points is reset with each purchase.
Note: Discounts such as TOM Points and coupons cannot be applied to shipping fees, and can only be applied to the subtotal of your order.

For example: If you have 1 month left to use $16.00 TOM Points and you choose to place an order and apply $10.00 TOM Points, your remaining $6.00 TOM Points and newly acquired TOM Points will not expire for another 6 months. You can see your current TOM Points balance here: https://otakumode.com/home/point

Q:

How do I input a coupon code?

A:

To input a coupon code, please first make sure you have a TOM account and are logged in. Next, add products to your cart and then access the Shopping Cart page. On the Shopping Cart page, input your coupon code in the box labeled “Your Coupons.” To activate the coupon, click the “Redeem” button.
Note: In general, coupons not specifically labeled “Free Shipping” cannot be applied to shipping fees, and can only be applied to the subtotal of your order.

Q:

Can I use more than one coupon per transaction?

A:

Only one coupon may be used per transaction.

Q:

Can I use a coupon on a product that has a price less than the value of the coupon?

A:

Yes. However, the remainder of the coupon will be forfeited upon use. Coupons cannot be applied to the shipping charge.

Q:

Can you apply the benefits of a new promotion/sale to a past order?

A:

We are unfortunately not able to retroactively apply any new promotions to orders made before those promotions were available.

Other

Q:

The product I just purchased now says it is out of stock! Should I be worried?

A:

Once you have completed an order, the product(s) you have purchased are reserved in your name. Even if the item goes out of stock afterward, it should have no effect on your existing order. If a pre-order item is listed as being out of stock, that means our allotted number of pre-orders have all been purchased. Any orders that have been completed up until this point will proceed normally once the pre-order item has been released.

Q:

My product arrived damaged. What should I do?

A:

Please contact us within a week of your package's arrival. After contacting us, please be prepared to share photos or a video of the damaged product(s). We are unable to offer assistance with damages or defects in the following scenarios:
- We are contacted over seven days after your package is officially marked as delivered in the online tracking information.
- Clear images of the damaged item are not provided to us upon request.
- After assessing your images, the item is not deemed to be damaged or defective.

Q:

What should I do if my package is being returned to Japan?

A:

Unfortunately, as a general rule, we are unable to reship your package if it is returned to our warehouse. Once your package reaches us, we will process a refund for your shipment. You will be refunded for the amount you paid for the products in your package. The refunded amount will be returned to your original payment account.

Please note that your refund will not include the original shipping charge, nor any promotions or discounts applied to your order. You will be notified by email once your refund has been processed. Depending on your payment method, it may take up to 5-10 business days after your refund is processed for it to be reflected to your payment account.

Q:

Why do prices on the TOM Premium Shop change sometimes?

A:

The prices for items shipping from our warehouse in Japan may be subject to change without notification due to fluctuating exchange rates. For details on the current exchange rate, please click here.

Q:

Can I have more than one TOM account?

A:

Only one TOM account is permitted per person. Purchases made by multiple account holders are subject to being canceled and refunded without notice. Continuing to create additional accounts may result in being banned from the site.

Please view our Terms of Use for additional information.

Q:

What items can't be gift wrapped?

A:

Long, narrow items, such as umbrellas and replica swords, as well as extremely large items, such as super jumbo plushies.

Q:

What if my items can’t be gift wrapped?

A:

If you request gift wrapping, but we don’t have a large enough bag that will fit your items, you will still be charged for gift wrapping and we will include our largest gift bag in your package. However, please be aware that your items might not fit fully inside the gift bag.

Q:

Will the items be gift wrapped separately?

A:

Multiple items in the same shipment might be gift wrapped separately or together depending on the size of the items and the available gift wrapping supplies.

Q:

How will the gift message be included in my package?

A:

Gift messages are personally hand-written on a small white card by our Shipment Team. Gift messages can be up to 48 characters in length and can be written in either the English alphabet or Japanese characters.

Q:

Does TOM offer customer support in languages other than English?

A:

At this time, we are only able to respond to inquiries in English or Japanese.

If you send us an inquiry in another language, we will use machine translation to interpret your message, then reply as best we can in English.

Subscriptions

Q:

Do subscription plans auto renew?

A:

Standard Subscriptions:
These plans are set to auto renew by default. If you would like to opt out of auto renewals, please visit your Subscriptions page and set the "Auto Renewal" button to OFF.

Gift Subscriptions:
Gift subscriptions are non-renewing and you will not incur any further charges after checkout.

Q:

How often will I be charged for my subscription?

A:

Standard Subscriptions:
When you first sign up for your subscription, you will be charged for the total of your subscription upfront. You will not incur any charges until your next scheduled auto renewal date, at which time you will be charged the total for a new cycle of your subscription.

If your subscription is set to auto renew, you can check your Subscriptions page for the exact date of your next renewal.

Gift Subscriptions:
You will be charged for the total of your gift subscription upfront. Gift subscriptions are non-renewing and you will not incur any further charges after checkout.

Q:

Are gift subscriptions available?

A:

Yes, gift subscriptions are available. To send a subscription as a gift, please click "Send as gift" from the Subscriptions page and select your preferred box and plan. You will have the choice to send an email with activation instructions to your gift recipient, or share the activation link with them directly. Once a gift subscription is activated, the recipient will then be able to set their shipping address and start receiving boxes!

*If the gift subscription is not activated within 90 days of purchase, the subscription will expire and you will receive a full refund.

Q:

Can I cancel a subscription and receive a refund?

A:

Subscription payments cannot be refunded once processed. If you would like to end future auto renewals, please turn the "Auto Renewal" option off on your Subscriptions page. Please note that any renewals already processed are nonrefundable and will be shipped until completed.

Q:

How do I stop a subscription from auto renewing?

A:

To stop auto renewals for a subscription please follow the steps below:
1. Visit your Subscriptions page and click the "Edit" button for the subscription you would like to update
2. Locate the "Auto Renewal" button below and click to turn OFF
3. Confirm the change to complete the process

This will prevent any new charges from being issued for your subscription and it will auto-expire after your final box ships. However, any renewals already processed are nonrefundable and will be shipped until completed.

Q:

What countries do you currently ship subscription boxes to?

A:

At this time, our subscription boxes are only available to ship to the United States and its Territories.

US Territories Include: American Samoa, Federated States of Micronesia, Guam, Northern Mariana Island, Palau, Puerto Rico, Marshall Islands, Virgin Islands, and all APO/FPO addresses.

Q:

How do I update the shipping address for my subscription?

A:

You can change the shipping address for your subscription by visiting the Subscriptions page and clicking "Edit" next to your shipping information. From your subscription details page, click on "Change Shipping Address" to update your shipping address.

Please note that we begin preparing subscription boxes for shipment on the 25th of each month. All address changes must be submitted by the 24th to ensure that your box is delivered to the correct address. Changes made on or after the 25th will not be applied to that respective month's box.

Q:

When will my subscription box ship?

A:

You can check the expected shipping date of your box via your Subscriptions page. The expected shipping date and other relevant information will be listed next to your subscription.

Q:

How are subscriptions shipped?

A:

Subscription boxes will be shipped via USPS or Fedex. Once your box has been shipped, you will be sent a shipping notification email containing the tracking information for your box. Tracking information will also become available on your Subscriptions page at that time.

Q:

My box was delivered to the wrong address or was returned to you.

A:

Please contact us for assistance.

Q:

My box was shipped, but hasn't been delivered to me yet.

A:

Please first contact your local post office and provide them with your box's tracking number (available on your Subscriptions page). If your local post office is not able to locate your shipment, please contact us for further assistance.

Q:

My box arrived but has damaged, broken, or missing items.

A:

In the unlikely case that you discover missing or broken items in your box, please contact us within a week of your box's arrival. After we contact you back, please respond with photo or video evidence of the item(s) in your box. You may qualify for a reshipment of your missing or damaged items.

Q:

How do I change my subscription to a different size or plan?

A:

It is not possible to change the size or plan for a subscription at this time. If any errors were made when placing your order, please contact us as soon as possible.

Q:

Can I skip a shipment?

A:

You may skip (i.e. delay) up to 3 months of shipments per subscription. After your skipped month(s), your subscription will continue as usual and all of the remaining shipments in your subscription will be shipped to you every month. If you would like to skip a shipment, please contact us here.

Q:

How do I reactivate an expired subscription?

A:

To reactivate an expired subscription, please contact us for assistance. If you would like to subscribe to a different plan or box size, please log in and place an order for a new subscription.

Q:

I have food allergies. Can I customize my subscription box?

A:

We are unfortunately not able to offer customized boxes at this time. For those with food allergies, a complete list of ingredients is included in each box.

Please note that most snack items may be manufactured in environments with peanut dust or other allergens. Tokyo Otaku Mode and its associates are not liable for any injuries caused by adverse reactions to the snacks - please consume at your own risk with careful attention to any personal health concerns.

Q:

My gift's recipient is having troubles receiving his box delivery.

A:

We ask that the recipient please first contact your local post office and provide them with their box's tracking number (available on your Subscriptions page). If their local post office is not able to locate their shipment, please contact us for further assistance.

Q:

Are gift subscriptions renewed automatically?

A:

No, gift subscriptions are non-renewing and will expire once all boxes have shipped.

Q:

How do I activate a gift subscription?

A:

If you received a gift, please follow the instructions included in your gift subscription email or visit the link provided by your gift sender. You will be asked to type in your activation code, and will be able to create or log in to your own TOM Premium Shop account and enter your shipping address.

Q:

How do I set the shipping address for a gift subscription?

A:

The shipping address for a gift subscription is set by the gift recipient upon activation. If you received a gift, you will be able to set the shipping address when activating your subscription.