Q. How much is the shipping fee for an order?
A. Shipping charges vary depending on the weight of the item and the shipping address. Shipping charges will be displayed in your shopping cart.
Q. Is the product displayed in US dollars?
A.Yes, products are displayed in US dollars.
Q. Do you ship all over the world?
A. We ship directly from our warehouse in Tokyo to all over the world.
Currently, some countries are unable to deliver due to the pandemic.
Contact customer support for more information on available countries.
We will contact you by email immediately if the area cannot be delivered.
Q. Is it possible to track the delivery of my ordered items?
A. yes. We ship with a tracking number.
Q. When will my order be shipped?
A. We will ship within 2-8 business days after receiving your order.
The items we handle are in stock, but some Tatami items and traditional crafts are made after ordering.
In rare cases, the ordered product may not be in stock depending on the timing of the order because the inventory is shared with others. In that case, we will contact you immediately.
Q. Can I change the shipping address after ordering?
A. You can change the shipping address before shipping.
However, we cannot change the shipping address after shipping.
All you can do is contact your local post office to inquire so that you can change your shipping address.
Q. My parcel has been returned to Japan. Can you resend it?
A. If the item is returned due to customer’s convenience (such as lack of address), the shipping fee will be required again.
You can contact the TOKYO Store and pay by credit card or PayPal.
Q. I didn’t receive the order confirmation email. Have you completed your order?
A. If your order is processed normally, we will send you an order confirmation email (f-tokyo.jp).
Make sure the confirmation email is not blocked by the anti-spam filter. In that case, add the domain (f-tokyo.jp) to the white list.
If you still do not receive the email, please contact us at firstname.lastname@example.org.
Q. What happens after I place an order?
A. We will process your order as soon as it is completed and update the status accordingly.