Shipping policy
Shipping Policy
TOMODACHI ships Store Products, including Oshi Box and Pairing Box products, as well as items purchased through our Concierge Shopping service, from Japan to supported countries and regions.
Shipping costs and delivery times vary depending on the destination, package weight and dimensions, item type, and shipping method.
For Store Product orders, the applicable shipping charge is displayed at checkout before the order is placed.
For Concierge Shopping requests, the applicable shipping method and shipping charge will be included in the individual quotation or otherwise provided to the customer before payment or, where the final packed weight cannot yet be determined, before international shipment as described below.
Please review this Shipping Policy before placing an order or approving a quotation.
1. Shipping From Japan
All TOMODACHI orders are prepared and shipped from Japan.
For Concierge Shopping requests, items purchased on the customer's behalf are first delivered to TOMODACHI in Japan.
After the items arrive, we will check the shipment, prepare the items for international delivery, and pack them with reasonable care to help protect them during transit.
Where appropriate, we may replace or reinforce the original packaging for safer international shipping.
2. International Shipping Costs
International shipping charges vary depending on:
- Destination country or region
- Shipping weight, including packaging
- Package size and dimensions
- Item type and shipping eligibility
- Selected or required shipping method
For eligible packages weighing up to 2 kg, TOMODACHI offers Standard International (Tracked) shipping to supported destinations.
Store Products (Oshi Box and Pairing Box)
For Store Product orders, including Oshi Box and Pairing Box products, the applicable international shipping charge is calculated according to the destination and shipping weight and is displayed at checkout before the order is placed.
Concierge Shopping
For Concierge Shopping requests, international shipping charges are determined on an individual basis.
Where the final package weight and dimensions can reasonably be determined in advance, the applicable shipping charge will be included in the quotation before payment.
Where the final package weight or dimensions cannot be determined until the requested items have arrived at TOMODACHI and have been packed, an estimated shipping amount or the applicable shipping conditions will be provided in advance.
The final shipping charge will be confirmed before international shipment.
If an additional payment is required because the final package differs materially from the estimate, TOMODACHI will inform the customer and obtain payment before dispatch.
If a package exceeds 2 kg, exceeds applicable size limits, requires special handling, must be shipped separately, or is otherwise unsuitable for Standard International (Tracked), a different shipping method and additional shipping charge may apply.
Any such charges will be communicated before international shipment.
3. Shipping Rate Examples
Standard International (Tracked) rates vary by destination and package weight.
Current examples for eligible packages up to 2 kg include:
- Taiwan: approximately JPY 1,500–3,000
- Hong Kong and Singapore: approximately JPY 1,600–3,400
- Australia, Canada, and the United Kingdom: approximately JPY 2,000–4,700
- European Union destinations currently supported by TOMODACHI: approximately JPY 2,700–4,300
Rates shown above are examples of current standard rates and may change if carrier charges, shipping conditions, supported destinations, or TOMODACHI's shipping rates change.
The actual shipping charge applicable to a Store Product order will be shown at checkout before the order is placed.
For Concierge Shopping requests, the applicable shipping charge or shipping conditions will be provided individually as described above.
4. Shipping Methods
Standard International (Tracked) is our standard shipping option for eligible packages up to 2 kg.
Depending on the destination, package size, item value, fragility, legal requirements, availability of postal services, or customer preference, another shipping method may be offered or required.
These may include:
- EMS
- FedEx
- UPS
- Other appropriate international shipping services
Express, oversized, high-value, fragile, or otherwise special shipments may require an individual shipping quotation.
Any additional shipping charges will be communicated before shipment.
5. Processing and Delivery Times
Store Products (Oshi Box and Pairing Box)
Store Product orders, including Oshi Box and Pairing Box products, are normally dispatched from Japan within 7 business days after payment has been confirmed, unless otherwise stated on the applicable product page.
The estimated international transit time begins after the package has been dispatched from Japan.
The estimated delivery time applicable to your destination will be displayed at checkout where available.
For supported European Union destinations, Standard International (Tracked) is currently estimated to take approximately 7–21 business days after dispatch.
Concierge Shopping
For Concierge Shopping requests, procurement and processing times vary depending on factors such as:
- Product availability
- Japanese seller or store
- Domestic delivery within Japan
- Product release dates
- Pre-order schedules
- Event dates
- Other circumstances specific to the request
A specific expected procurement and/or dispatch period will be provided in the quotation or order information before payment.
After the requested items have arrived at TOMODACHI, we will inspect and prepare the items for international shipment.
International Transit
International delivery estimates apply after dispatch from Japan and are not guaranteed.
Actual delivery times may vary depending on the destination, selected carrier, customs procedures, and local delivery conditions.
International shipments may be delayed due to circumstances including:
- Customs inspections
- Carrier delays
- Severe weather
- Holidays or peak shipping periods
- Flight or transportation disruptions
- Local delivery conditions
- Events outside TOMODACHI's reasonable control
6. Customs Duties, Import Taxes, and Fees
International shipments may be subject to customs duties, import taxes, VAT/GST, brokerage fees, customs clearance charges, or other fees imposed by the destination country, local authorities, or delivery carrier.
Unless specifically stated otherwise, these charges are not included in TOMODACHI's product prices or international shipping fees and are the responsibility of the customer.
In some countries or for certain shipping methods, customs or carrier rules may require duties, taxes, or related charges to be paid before the package is dispatched from Japan.
If advance payment of duties, taxes, or related charges is required, TOMODACHI will inform the customer of the applicable amount before shipment.
TOMODACHI cannot guarantee the amount of customs duties, taxes, or other import-related charges because these are determined by the applicable authorities and may change.
Customers are responsible for checking the import rules that apply in their destination country or region.
7. Customs Declarations
TOMODACHI will prepare customs documentation based on the items being shipped and applicable shipping requirements.
We will declare package contents and values accurately.
TOMODACHI cannot agree to:
- Falsely describe package contents
- Artificially reduce the declared value
- Mark a commercial purchase as a gift for the purpose of avoiding customs duties or taxes
- Provide other inaccurate customs information
8. Restricted and Prohibited Items
Some products cannot be shipped internationally or may be restricted in certain countries or regions.
Restrictions may depend on:
- Japanese export regulations
- Destination-country import regulations
- Carrier rules
- Item contents or materials
- Dangerous goods regulations
- Payment provider requirements
- Seller or marketplace rules
TOMODACHI may decline to purchase or ship an item if we reasonably determine that the item cannot be legally or safely purchased or shipped to the requested destination.
If you are unsure whether an item can be shipped, please contact us before confirming your request.
9. Multiple Items and Combined Shipping
Where practical, TOMODACHI may combine multiple items into one international shipment to help reduce shipping costs.
However, some items may need to be shipped separately because of:
- Size
- Weight
- Fragility
- Carrier requirements
- Legal restrictions
- Differences in arrival timing
If separate shipments are necessary, additional shipping charges may apply.
TOMODACHI will inform the customer of any additional charge before the applicable shipment is dispatched.
10. Packaging
We take reasonable care when packing items for international shipment.
Fragile or collectible items may receive additional protective packaging where appropriate.
International transportation is handled by third-party shipping carriers, and minor wear to external shipping packaging may occur during transit.
Original retail packaging may also have minor imperfections that existed before TOMODACHI received the item.
11. Shipping Address
Customers are responsible for providing a complete and accurate shipping address and contact information.
Please check your:
- Recipient name
- Street address
- City
- State, province, or region
- Postal or ZIP code
- Country
- Telephone number
If you notice an error, please contact us as soon as possible.
Once a shipment has been handed to the carrier, we may not be able to change the delivery address.
Additional costs resulting from an incorrect or incomplete address may be the customer's responsibility unless the error was caused by TOMODACHI.
12. Tracking
Tracking information will be provided when tracking is available for the selected shipping method.
Standard International (Tracked) includes tracking.
Tracking updates are managed by the shipping carrier and may not appear immediately after the package has been dispatched.
For international shipments, tracking information may update less frequently while the package is in transit between countries or undergoing customs clearance.
13. Lost or Damaged Shipments
If your package appears to be lost or arrives materially damaged, please contact TOMODACHI as soon as possible.
For damaged shipments, please keep:
- The item
- The shipping box or envelope
- All protective packaging
- The shipping label
Please also take clear photographs of the package and damaged items.
We will assist with information reasonably required to investigate the shipment or submit a carrier claim where applicable.
Any compensation for loss or shipping damage may depend on the selected shipping method, available insurance or compensation coverage, carrier investigation, and the carrier's applicable terms and limits.
Please refer to our Refund & Cancellation Policy for further information.
14. Returned or Unclaimed Packages
A shipment may be returned to TOMODACHI if, for example:
- The delivery address is incorrect or incomplete
- The recipient cannot be reached
- The package is not collected within the carrier's holding period
- Required customs duties or taxes are not paid
- Local import requirements are not completed
- Delivery is refused by the recipient
If a package is returned for reasons outside TOMODACHI's control, reasonable return shipping, handling, and reshipping costs may apply.
TOMODACHI will inform the customer of the applicable costs and available options before reshipping.
15. Items Refused by Customs
Customs authorities in the destination country may inspect, delay, refuse, return, confiscate, or in some cases dispose of imported items according to local laws and regulations.
TOMODACHI will take reasonable care to avoid knowingly shipping prohibited items, but customers are also responsible for ensuring that requested items can legally be imported into their destination country or region.
If an item is refused, returned, confiscated, or disposed of by customs, any refund will be determined in accordance with our Refund & Cancellation Policy and the circumstances of the shipment.
16. Mandatory Consumer Rights
Nothing in this Shipping Policy is intended to exclude or limit any rights or remedies that cannot legally be excluded under applicable consumer protection law.
Contact Us
If you have questions about international shipping, available shipping methods, shipping costs, delivery estimates, or whether an item can be shipped to your country, please contact TOMODACHI before placing an order or approving a quotation whenever possible.
Business name: TOMODACHI
Email: hello@projecttomodachi.com
Phone: +81 70 9147 5141
Location: Fukuoka, Japan