General Shipping Details
"I think my shipment might have been delayed due to COVID", "Where is my TOM Surface mail shipment?", and other questions
If you feel like your shipment has been affected by shipping delays, you might find one of the following FAQs useful. Available Shipping Methods From Our Japan Warehouse During COVID-19My shipment ...
Where will my items ship from?
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 w...
Do you provide tracking information?
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.If you chose TOM Surface Mail as your shipping...
How are shipping prices calculated?
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 ...
How does Discount Shipping work on the TOM Shop?
If the subtotal of an order is at least $150.00 after any discounts or coupons are applied, each shipment in your order may be eligible for Discount Shipping. For an individual shipment to be eligible...
Once I have placed my order, how long does it take for it to be shipped?
Products that are currently in-stock from our Japan warehouse will ship within 7-10 business days. Products that are in-stock at our US warehouse will usually ship within 2-4 business days. Pre-order...
Will my entire order ship together in one shipment?
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 special order item,...
My order contains pre-order products releasing in different months. Will they ship separately? Will I be charged for additional shipping?
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...
Can you hold my order and ship it at a later date?
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 the...
How do I know when my pre-order product will ship?
We are often only told the expected month a pre-order product will release. This information is written on the product's page. Please note that most figures tend to arrive near the end of their sc...
My package shipped, but my address has changed! What should I do?
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 ...
Can you declare my order as a gift or lower the declared value?
We greatly appreciate you choosing to purchase from the TOM Shop and would like to help you receive your purchases with ease, but we must follow the rules regarding retail companies sending internatio...
Can you send me my package as an individual and not a company?
As previously stated, we greatly appreciate you choosing to purchase from the TOM Shop and would like to help you receive your purchases with ease, but we must follow the rules regarding retail compan...
Do you ship within Japan?
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.
How do I change my shipping address for an order that has not shipped yet?
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 b...
Can I change the shipping method for an order that has not yet shipped?
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 y...
Can I request for shipments to be combined?
It is not possible to combine separate shipments at this time.
My order is a gift. Can you make the packaging more discreet, leave out the invoice, or remove price tags?
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. Altho...
Can you ship to US military (APO or FPO) addresses?
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 instructio...
What should I do if my package is being returned to TOM by my postal service?
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 refunde...
What do I do if my item was delivered to the wrong address?
It is the responsibility of the customer to keep their item addresses updated and to check their order confirmation email to make sure their item is going to the correct address after ordering. You a...
One of the items in my shipment is delayed! Can you split my shipment so that some of my other items can ship sooner?
Due to the complications that would be involved with needing to charge you extra shipping costs (and/or cover them ourselves) post-purchase, as a general rule, we cannot offer to split a shipment for ...
Why do I need my CPF number for shipments to Brazil?
A CPF (Cadastro de Pessoas Físicas ) number is checked by customs when your shipment enters the country, and shipments lacking this information may be returned to us by your customs office. To ensure ...
Shipping Methods
My shipment says "shipping method unavailable". What does this mean?
Due to Japan Post reducing the number of available shipping methods during COVID-19, some shipping methods are unavailable to certain countries. If we cannot ship your items to you with the currently ...
My shipment only says "Shipped" but doesn't have a tracking number. Has it shipped?
Shipments using our TOM Surface Mail method (previously referred to as bulk shipping) will have a period after they have shipped, but won't immediately show a tracking number. This is normal!You w...
"I missed my shipping survey! What now?" and other questions about our shipping method surveys
During COVID-19, we will be sending out shipping surveys to attempt to ship your orders with alternative methods if the one you have selected is unavailable.For in-stock items at our Japan warehouse ...
What is TOM Surface Mail?
As a somewhat faster and far more secure alternative to ordinary individual seamail, we send select packages from Japan to the US via a combination of safe, high-quality, private bulk sea freight + re...
How do you ship packages?
Packages from our warehouse in Japan can be shipped by EMS, Air SPR, Surface Parcel, TOM Surface Mail, or FedEx. Depending on your region and the size and shape of the items in your order, you may not...
How long does shipping take?
Shipping times vary by location and shipping method. Please refer to the table below for more detailed information.Please note that the COVID-19 pandemic continues to cause delays, particularly from o...
Regarding Shipping Prices to Canada
Canada shipment fees can be calculated differently depending on which warehouse they are coming from. Japan WarehouseFor shipments from the Japan warehouse, they are no different than any other shipm...
Available Shipping Methods From Our Japan Warehouse During COVID-19
The current global pandemic has resulted in a number of service disruptions for the shipping methods used from our Japan warehouse. This page serves as an easy way to see which shipping methods are st...
