Thank you for shopping with Tokyo Hours. The information below explains how orders are prepared, shipped, tracked, and handled when customs charges apply.
Order Processing
In-stock orders are normally processed within 1–12 business days after your order confirmation is sent. Weekends and public holidays are not included in this timeframe. Processing time is the period needed to prepare your order before it is handed to the carrier; it is separate from the carrier’s delivery time.
You will receive a shipping confirmation email once your order has been dispatched. An order that has not yet received a shipping confirmation may still be actively prepared.
Preorders
Preorder items are scheduled to ship on the release date stated on the relevant product page. Release and shipping dates are estimates supplied for each item and may change because of production, manufacturer, or distribution delays outside our control. If a significant delay affects your order, Tokyo Hours will provide an update using the email address supplied at checkout.
If an order contains both an in-stock item and a preorder, shipment timing may depend on the preorder item. Contact us before ordering if you need the available items shipped separately.
Shipping Rates and Delivery Estimates
Available shipping methods, charges, and estimated transit times are shown at checkout based on the destination and the contents of the order. Delivery estimates begin after the order has been processed and collected by the carrier.
Carrier estimates are not guaranteed. Delays may occur because of customs inspections, severe weather, service interruptions, local delivery conditions, peak periods, or other circumstances beyond the control of Tokyo Hours.
International Duties, Taxes, and Tariffs
International shipments may be assessed import duties, customs charges, tariffs, VAT, sales tax, brokerage fees, handling fees, or other charges imposed by the destination country. These amounts are not included in the product price or shipping charge paid to Tokyo Hours unless checkout expressly states otherwise.
The recipient is the importer of record and is responsible for all applicable import charges and customs requirements. Rates vary according to the destination, product classification, country of origin, and local law, so Tokyo Hours cannot provide or guarantee an exact amount. Please contact your local customs authority before ordering if you need an estimate.
A carrier or customs authority may request additional information from the recipient, including a tax identification number or other documentation, to clear a shipment. Failure to provide requested information or pay assessed charges may delay the shipment, cause additional fees, or result in the parcel being returned. Tokyo Hours is not responsible for customs delays or charges assessed by a government authority or carrier.
Tracking Your Order
When tracking is available, the shipping confirmation email will include a tracking number or link. Please allow up to 48 hours after dispatch for tracking activity to appear.
If tracking does not update for an extended period or your parcel appears to be missing, email tokyohours.co@gmail.com with your name and order number so we can review the shipment with the carrier.
Incorrect Address, Refused Delivery, and Failed Delivery
Please check your shipping address carefully before completing checkout. Contact us as soon as possible if a correction is needed. We cannot guarantee that an address can be changed after an order enters processing or has been dispatched.
The customer is responsible for consequences arising from an incorrect or incomplete address, refusal of delivery, failure to collect a parcel, non-payment of import charges, or failure to cooperate with customs. Any carrier, return-shipping, customs, storage, or handling costs incurred may be deducted from an eligible refund after the parcel is returned to Tokyo Hours.
Damaged or Incorrect Shipments
If your order arrives damaged or you receive the wrong item, contact tokyohours.co@gmail.com as soon as possible. Include your order number, a description of the issue, and clear photographs of the item and outer packaging so we can investigate and provide the appropriate resolution.