On this page, answers to General Questions, Payment Method, Cancellation, Refund. Please check if you are using FromTOKYO for the first time.

General Questions

What are the delivery charges for my orders?
The delivery charge changes with the weight of the item or a shipping address. The delivery fees will be displayed on the Shopping cart.
Do you ship worldwide?
We ship worldwide directly from our Tokyo warehouse only. We also offer different shipping options, but availability depends on the weight and types of items you order. There are some locations to which packages cannot be shipped. We will contact you as soon as it becomes clear that we can’t ship your order to the selected location.

・EMS
Please make sure that your country accepts EMS package.
Click here to check.
Is it possible to track my parcel?
Yes. We will provide a tracking number for all international shipments to ensure that your parcel arrives safely and on time. This can also minimize the risk of loss.
When is my order shipped?
We will ship your order within 1-3 business days after we receive your order. Most of our items are in stock items. However, as our inventory is being offered in several online shops, in the unlikely event that your item ordered is out of stock, we will contact you as soon as possible with an updated delivery time estimate.
My address has changed… can you reroute it?
Unfortunately, we won’t be able to assist you in rerouting your package once it’s shipped from Tokyo. What you can do is to contact your local post office and request your package to be rerouted.
Can I get refund for shipping because my parcel didn’t arrive within the estimated time?
Under no circumstance a paid shipping fee will be refunded. Neither Japan Post nor FromTOKYO can garuntee that international parcels definitely arrive in the destination country within the estimated time.
The estimated delivery time means the fastest possible delivery time indicated by Japan Post in the case of no delay by the customs or local post office in the destination country. Please note that the delivery time depends largely on the speed of processing by the customs in your country and the speed of delivery by your local post office.

Neither Japan Post nor FromTOKYO can negotiate with the customs or local post office in your country to speed up the process. No ‘special arrangement’ can be made with the customs or post office in your country.
In the increasingly tightened security measures against terrorism placed by a number of countries, in particular those in Europe, there is an increasing chance for a delay in international postal delivery. Japan Post nor FromTOKYO can be held responsible for the delay in delivery of international parcels. Neither Japan Post nor FromTOKYO thus will be able to refund shipping fees.
My parcel has been returned to Japan. What can I do?
If the parcel is returned for reasons arising from the customer (for example, insufficient address) Office in Tokyo You must again pay the full shipping charges.
Customers will be contacted from our Tokyo Office for you and how much can be paid by credit card or via PayPal.
Is it possible for you to declare my order as a gift? Or lower the value?
We try to do our best to help you receive your order with ease, but we abide by the rules regarding shops processing international shipments.
This ultimately means that we are unable to declare your order as a gift or lower the value of the ordered products. Thank you for understanding our shipping policy!
Can I request a preferred delivery time?
No. Delivery times for international shipments cannot be specified for postal reasons.
I didn’t receive an order confirmation email. Did my order go through?
If your order has been successfully processed, you should get an order confirmation email from us (f-tokyo.jp).
Please make sure that our confirmation email was not blocked by your antispam filter. If so, add our domain (f-tokyo.jp) to the white list.
If you still don’t see any emails from us, please contact us at info@f-tokyo.jp まで。
What exactly happens after ordering?
Upon completion of an order, we will promptly process your order and update the status accordingly.
You may view the status of your order in your account page.
In general, most orders are shipped within 2-3 business days from the time of purchase.
I haven’t received my order yet, where is it?
We will provide a tracking number for all international shipments.
Once your order has been shipped, you can track your parcel by entering your parcel tracking number on the website below.
Japan post track & trace service: http://www.post.japanpost.jp/index_en.html
* Please enter your tracking number in the field on the top right hand corner of the page. Your tracking number is the same as the reference number of your order.

Payment Method

What currency and how do I pay?
To ensure security of customers shopping with us, we take payments in USD$ which are converted according to Yahoo Exchange rates through our Credit Card system and PayPal verified accounts only. We are fully PayPal verified so you can always shop with peace of mind.
Credit Card ? you can pay securely by credit via our system.
How secure is shopping in the Online Shop? Is my data protected?
We are serious about protecting our customers information.
FromTOKYO does not disclose customer information to any unauthorized entity.
Is it safe to pay using my credit card?
Yes. All credit card purchases are processed through our Credit Card system and PayPal (read more about PayPal). We don’t store your credit card information on our server.
※Customers can pay for the items via Paypal. You can still pay for the items even if you do not have an existing Paypal account.
Is it possible to pay by installments?
Installment option is not available and the payment has to be paid in full at that time of placing an order.
Am I supposed to pay additional fee in my country?
This all depends on your country’s customs laws. In some countries, you might have to pay a tax before getting your package. Customs taxes and any additional fees are not included in the total of your order. Before placing an order, please make sure that you fully understand the import regulations and duties in your country. It is your responsibility to confirm whether or not duties and taxes may be levied.
Can you provide me with the original receipt ?
We will deliver the receipt included in the shipment.
Can I check the status of the payment for my order?
Yes. You can always view your order history and payments on the “My Account” page. To see your account information, click the “Account” tab in “Orders”

Cancellation

Can I check the status of the payment for my order?
Yes. You can always view your order history and payments on the “My Account” page. To see your account information, click the “Account” tab in “Orders”
Can I check the status of the payment for my order?
Yes. You can always view your order history and payments on the “My Account” page. To see your account information, click the “Account” tab in “Orders”
Can I change my order?
No. You cannot change your order, such as quantity or types, once it has been placed. Please ensure your order is correct before pressing the “Place Your Order” button.
Note: If your parcel is delayed, please check the delivery status of your order by entering the provided tracking number on the website below. Your tracking number is the same as the reference number of your order.
Japan post track & trace service: http://www.post.japanpost.jp/index_en.html
Is it possible to return or exchange an item?
Due to our sales policy, we can’t accept returns or exchange requests. Before purchasing, please note that all sales are final. If items are defective or damaged upon arrival, please contact us immediately.

Refund

The product I received is damaged!
lease contact us within one week of your package arrival. To process your claim, we will ask you to provide photos or a video of the damaged product. Assistance with your claim won’t be available if:

1. Seven days after your package is officially declared “delivered in the online tracking information.
2. There is no provision of images of the damaged product upon request.
3. The product is not deemed to be damaged or defective after assessing the images provided by you.
My parcel is sent back to Japan! Can you resend it for free or refund?
We can re-send your parcel on a few conditions. First, you’ll be charged for shipping fee when your parcel arrives back at our office in Tokyo. When the payment for shipping is made, your parcel will be sent back to you.
Even if your order was eligible for free shipping in the first place, resending is NOT FREE under any circumstance. Thank you for your understanding.
Under any circumstance, there will be NO refund for a parcel returned to Japan. Returned items will be stored at our storage for six months since the date of return to Japan. If customers do not agree to pay for re-shipping fee, they will be discarded after six months.
Can I keep the product when I get a refund?
No, a customer cannot keep a product when asking for a refund. If it is confirmed by our refund management office that the product is indeed damaged, a customer will be asked to return the product to our office in Tokyo first and we will either refund or resend a new product.
I never got my parcel! Can I get a refund?
We’ll take an immediate action if your parcel is lost. If you do not receive your parcel within a reasonable timeframe, please contact your local post office first by presenting your tracking number.
If you’ve selected free shipping with NO tracking number, we are unable to assist you in this matter and will not be able to refund or resend your order.