Shipping policy

Shipping Policy

TOMODACHI purchases and ships items from Japan in response to individual customer requests.

Shipping costs and delivery times vary depending on the destination, package weight and dimensions, item type, and shipping method.

For eligible shipments, our Standard International (Tracked) shipping option is calculated based on the destination and shipping weight and is displayed at checkout before payment.

Please review this Shipping Policy before confirming your request.

1. Shipping From Japan

Items purchased through TOMODACHI are first delivered to us in Japan.

After the items have arrived, 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

For eligible packages weighing up to 2 kg, TOMODACHI offers Standard International (Tracked) shipping to supported destinations.

Standard shipping rates are determined by:

  • Destination country or region

  • Shipping weight, including packaging

  • Package size and dimensions

  • Item type and shipping eligibility

The applicable shipping charge will be displayed at checkout before payment.

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) shipping, a different shipping method and additional shipping charge may apply.

In such cases, TOMODACHI will inform you of the available shipping options and applicable costs before international shipment.

3. 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, or customer preference, other shipping methods may be offered or required.

These may include services such as:

  • 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 to you before shipment.

4. Delivery Times

The estimated transit time displayed at checkout applies to the international transportation period after the package has been dispatched from Japan.

It does not include the time required to:

  • Locate or purchase the requested item

  • Receive the item from the Japanese seller

  • Wait for a product release or event date

  • Inspect and prepare the item

  • Pack the order for international shipment

Delivery estimates are not guaranteed.

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

5. 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 standard 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.

This may apply, for example, to certain shipments to the United States.

If advance payment of duties, taxes, or related charges is required, TOMODACHI will inform you of the applicable amount before shipment. The customer will be responsible for paying those charges unless otherwise expressly agreed.

TOMODACHI cannot guarantee the amount of customs duties, taxes, or other import-related charges, as 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.

6. 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

7. 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

  • Payment provider requirements

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.

8. 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. We will inform you before shipment.

9. 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.

10. 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.

11. Tracking

Tracking information will be provided when tracking is available for the selected shipping method.

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.

12. Lost or Damaged Shipments

If your package appears to be lost or arrives materially damaged, please contact us 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 the information reasonably required to investigate the shipment or submit a claim where applicable.

Any compensation for loss or shipping damage may depend on the 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.

13. 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, additional return shipping, handling, and reshipping costs may apply.

We will contact you to discuss the available options before reshipping.

14. 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.

15. 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, or whether an item can be shipped to your country, please contact TOMODACHI before confirming your request whenever possible.

Email: project.tomodachi.concierge@gmail.com