How does PRE-ORDER item work?
For pre-order items, we ship all pre-orders together to our office from Japan. (We do not have them in hand.) Therefore, we ship all the pre-order items to the customers after we receive the package. Please check our instagram to see the newest shipping date for CUSTOM ORDER post. Also, pre-order cut off date and the estimate shipping date are described on each item page.
The item I want is sold out, will it be restocked again?
If the item you're looking for is not in stock feel free to send us a message to see if we can still reorder it. In that case, the price might be different. We will send you a quote first.
Can you bring specific items that only sell in Japan?
Yes. We take personal orders (custom orders) throughout the year. Check out our Instagram for the newest custom order deadline and shipping date.
My package says delivered, but it's not here, what do I do?
We recommend tracking your package via the method its been shipped in. Tokyo Base is not responsible for lost or stolen mail. All claims to USPS or UPS must be filed by the customer, however, we are happy to provide any information needed for your claim. If you suspect your package was stolen, you will need to file a claim with UPS or USPS. We highly suggest having your package shipped where someone is available to sign or physically pick up to avoid any issues. Please note, we are not responsible for any issues once the package has been shipped.
Something is wrong with my order!
Please email us immediately at firstname.lastname@example.org. We are here to help!
***Please note that we are not accepting order cancelations, refunds, returns or exchanges at this time***