Terms of service
Terms of Service
These Terms of Service ("Terms") apply to your use of the TOMODACHI website and to products and services provided through TOMODACHI, including Store Products such as Oshi Box and Pairing Box, Concierge Shopping, sourcing, purchasing, packing, and international shipping services ("TOMODACHI," "we," "us," or "our").
By placing an order, submitting a request, approving a quotation, making a payment, or otherwise using our products or services, you agree to these Terms together with our Refund & Cancellation Policy, Shipping Policy, Privacy Policy, Legal Notice, and any specific terms stated on the applicable product page or in your quotation.
Please review these Terms before placing an order or using our services.
1. About TOMODACHI
TOMODACHI is a Japan-based online store and shopping support service that helps customers around the world discover, purchase, and receive Japanese products.
TOMODACHI offers products and services including:
- Oshi Box surprise merchandise boxes
- Pairing Box products
- Concierge Shopping
- Product sourcing and availability checks
- Event merchandise purchasing support
- Doujinshi and rare book sourcing
- Personalized product selection and curation
- Assistance understanding Japanese product listings, store information, and event announcements
- Packing and international shipping support
Products sourced through our Concierge Shopping service are generally purchased from independent Japanese retailers, marketplaces, creators, event vendors, or other third-party sellers.
Unless expressly stated otherwise, TOMODACHI is not the manufacturer, publisher, creator, organizer, or intellectual property owner of third-party products that we sell or source.
2. Eligibility
You must be at least 18 years old and legally able to enter into a contract to use TOMODACHI's purchasing services.
By placing an order, submitting a request, or otherwise using our services, you confirm that the information you provide is accurate and that your order or request complies with the laws and regulations applicable to you and your destination country or region.
3. Store Products
TOMODACHI offers Store Products including Oshi Box and Pairing Box.
The specific characteristics, price, contents, selection method, and other conditions applicable to each Store Product are described on the applicable product page.
Payment for Store Product orders is required when the customer places the order through checkout.
Store Product orders are normally dispatched from Japan within 7 business days after payment has been confirmed, unless otherwise stated on the applicable product page and subject to circumstances described in our Shipping Policy.
Oshi Box
Oshi Box is a personalized surprise merchandise product.
Customers select the applicable box type and provide information about their preferred character, idol, VTuber, creator, series, group, or other relevant preference requested on the product page.
TOMODACHI selects the individual merchandise included in the box based on the information provided by the customer, available products, the selected Oshi Box type, budget, and other relevant factors.
Unless expressly stated otherwise on the applicable product page:
- Specific merchandise items cannot be requested or guaranteed
- Specific merchandise categories cannot be guaranteed
- Product selection may vary depending on availability
- The customer will not know the exact contents before shipment
Pairing Box
Pairing Box is a curated product designed around the pairing, ship, characters, series, or other preference specified by the customer in accordance with the applicable product page.
Depending on the selected option, a Pairing Box may contain a combination of merchandise, books, doujinshi, or other eligible items sourced in Japan.
Unless expressly stated otherwise on the applicable product page:
- Specific individual items are not guaranteed
- The number of items is not guaranteed
- The exact contents may vary depending on availability
- Products included will be limited to items eligible for sale and international shipment under TOMODACHI's service policies
Any additional conditions applicable to a particular Pairing Box will be stated on the applicable product page.
4. How a Concierge Shopping Request Works
For Concierge Shopping, you may submit a request describing the item, series, character, artist, pairing, event, store, budget, or other preferences you are interested in.
Submitting a request does not create an obligation for TOMODACHI to purchase an item.
We will review the request and, where appropriate:
1. Check available options.
2. Confirm relevant item details.
3. Prepare a quotation.
4. Send the quotation to you for approval.
5. Proceed only after receiving the required confirmation and payment.
We will not intentionally purchase an item on your behalf before obtaining the required approval and payment unless we have separately agreed otherwise with you in writing.
5. Quotations
This section applies primarily to Concierge Shopping and other services for which TOMODACHI provides an individual quotation.
Quotations may include, as applicable:
- Item price
- Japanese domestic shipping
- TOMODACHI service or concierge fees
- Event-related fees
- Packing or special handling costs
- International shipping
- Other charges disclosed before confirmation
TOMODACHI service and concierge fees are determined individually depending on the nature and requirements of each request.
Where the final package weight and dimensions can reasonably be determined in advance, the applicable international shipping charge may be included in the quotation before payment.
Where the final package weight or dimensions cannot be determined until the items have arrived at TOMODACHI and have been packed, international shipping may initially be estimated.
The final international shipping charge will be confirmed before dispatch.
If an additional payment is required because the final shipping charge exceeds an amount already paid, TOMODACHI will inform the customer and obtain payment before international shipment.
If the seller changes the product price or other material purchase terms before we complete the purchase, we may ask for your approval before proceeding.
Quotations may have a stated validity period because product availability, exchange rates, seller prices, shipping costs, and event conditions may change.
6. Payment
Customers may use the payment methods made available by TOMODACHI or displayed at checkout.
For Store Product orders, payment is required when the customer places the order through checkout.
For Concierge Shopping requests, payment is generally required after the customer has reviewed and approved the quotation and before TOMODACHI begins purchasing or procuring the requested items.
Where a final international shipping charge cannot be determined until the items have been received and packed, an additional shipping payment may be required before international dispatch.
Customers are responsible for reviewing the applicable product information, quotation, charges, and shipping information before payment.
Charges may be processed in a currency supported by our payment provider.
Currency conversion rates and fees applied by the customer's bank, card issuer, or payment provider are outside TOMODACHI's control.
7. Product Availability
Product availability is never guaranteed.
Items may:
- Sell out
- Be discontinued
- Become unavailable
- Be subject to purchase limits
- Change price
- Be cancelled by the seller
- Become unavailable due to marketplace, store, or event rules
If an item requested through Concierge Shopping becomes unavailable before we successfully purchase it, we will notify you and handle any applicable refund in accordance with our Refund & Cancellation Policy.
For Store Products involving surprise or personalized selection, unavailable merchandise may be replaced by other suitable merchandise selected by TOMODACHI that reasonably fits the applicable product description and information provided by the customer.
8. Event Shopping
TOMODACHI may offer purchasing support for merchandise sold at events, conventions, exhibitions, pop-up stores, or similar locations in Japan.
Event merchandise is particularly subject to:
- Sell-outs
- Long queues
- Purchase limits
- Lottery systems
- Entry restrictions
- Schedule changes
- Event rules
- Unexpected cancellation or closure
Submitting and paying for an event-related request does not guarantee that the requested merchandise will be successfully obtained.
Any event-related service fee, admission-related cost, transportation-related cost, or other non-refundable expense will be disclosed before payment where applicable.
Once event-related work has begun or a non-refundable cost has been incurred, the corresponding disclosed fee or cost may not be refundable to the extent permitted by applicable law.
9. Third-Party Sellers
TOMODACHI sources many products from independent third-party sellers.
Third-party sellers may have their own:
- Sales terms
- Cancellation rules
- Return policies
- Product descriptions
- Condition grading standards
- Shipping schedules
- Purchase limits
Where relevant, those conditions may affect your order or request.
TOMODACHI will take reasonable care when selecting and communicating information from third-party sources, but we do not control the operation, inventory, policies, or conduct of independent sellers.
10. Product Condition and Authenticity
TOMODACHI will take reasonable care when sourcing products and may decline requests where we reasonably suspect an item is counterfeit, unlawful, or otherwise unsuitable for our service.
For pre-owned, rare, vintage, event-exclusive, individually distributed, or collectible products, normal signs of age, storage, handling, previous ownership, or distribution may exist.
When condition information is available from the seller, we will endeavor to communicate material condition details before purchase where reasonably practicable.
Unless specifically included as part of an agreed service, TOMODACHI does not provide professional authentication, grading, appraisal, or valuation services.
Minor scratches, dents, creases, fading, or other imperfections that are consistent with the disclosed or reasonably expected condition of an item may not constitute a defect.
11. Doujinshi, Books, and Fan-Created Works
TOMODACHI may assist customers in locating legally available doujinshi, books, art books, and other fan-created works through appropriate Japanese sources.
TOMODACHI's standard Store Products and services are limited to products eligible under our applicable service, payment, platform, shipping, and destination-country requirements.
Availability depends on the individual work, seller, event, and applicable service restrictions.
TOMODACHI does not acquire intellectual property rights in any work merely by purchasing or shipping a physical copy.
Customers may not use TOMODACHI to request unauthorized reproduction, scanning, distribution, publication, or other infringement of copyrighted material.
12. Language Support
TOMODACHI may help customers understand information such as:
- Japanese product listings
- Seller information
- Product specifications
- Store information
- Event announcements
- Purchase instructions
Unless separately authorized by the applicable rights holder and expressly agreed by TOMODACHI, our standard Language Support service does not include producing or distributing full translations of copyrighted books, doujinshi, manga, or similar works.
13. Travel and Event Information
TOMODACHI may provide general information or recommendations concerning matters such as:
- Comiket admission
- Event access
- Hotels
- Transportation
- Local areas
- Travel preparation
Unless we expressly introduce a separate legally compliant service, TOMODACHI does not book accommodation or transportation on your behalf.
Customers are responsible for making and confirming their own travel arrangements.
14. Restricted and Prohibited Items
TOMODACHI may refuse any order or request that we reasonably determine is illegal, unsafe, restricted, prohibited, or incompatible with our service, payment provider, shipping provider, seller requirements, marketplace requirements, or destination-country requirements.
Products may be ineligible because of:
- Japanese law
- Destination-country law
- Customs restrictions
- Carrier restrictions
- Dangerous goods regulations
- Payment provider rules
- Marketplace or seller restrictions
- TOMODACHI's service policies
International postal and courier services also impose worldwide and destination-specific restrictions on certain items.
If you are unsure whether an item is eligible, please contact us before placing an order or approving a quotation.
15. International Shipping
International shipping is governed by our Shipping Policy.
Shipping costs vary depending on factors including the destination, package weight including packaging, package dimensions, item type, and shipping method.
For Store Product orders, including Oshi Box and Pairing Box products, the applicable shipping charge is displayed at checkout before the order is placed.
For Concierge Shopping requests, shipping charges may be included in the quotation where they can reasonably be determined in advance.
Where final package weight or dimensions cannot be determined until the items have arrived at TOMODACHI and have been packed, international shipping may initially be estimated and the final charge confirmed before dispatch.
Available shipping methods, delivery estimates, tracking, compensation or insurance coverage, customs procedures, lost or damaged packages, and returned shipments may vary depending on the destination and carrier.
Delivery dates and transit periods are estimates unless expressly stated otherwise.
Please review our Shipping Policy for further information.
16. Customs, Duties, and Import Requirements
Customers are responsible for ensuring that products they order or request may legally be imported into their destination country or region.
Customs duties, VAT/GST, import taxes, brokerage fees, customs clearance charges, or similar destination-country charges may apply.
Unless expressly stated otherwise, these charges are not included in TOMODACHI's product prices or international shipping charges and are the responsibility of the customer.
In some countries or for certain shipping methods, applicable customs or carrier rules may require duties, taxes, or related charges to be paid before the package is dispatched from Japan.
If advance payment is required, TOMODACHI will inform you of the applicable amount before shipment, and the customer will be responsible for paying that amount unless otherwise expressly agreed.
TOMODACHI cannot guarantee the amount of customs duties, taxes, or other import-related charges because these are determined by the relevant authorities and may change.
TOMODACHI will not intentionally falsify customs declarations, reduce declared values, incorrectly describe package contents, or declare commercial purchases as gifts for the purpose of avoiding duties or taxes.
17. Cancellations, Returns, Exchanges, and Refunds
Cancellations, returns, exchanges, and refunds are governed by our Refund & Cancellation Policy.
For Concierge Shopping requests, cancellation may not be possible after TOMODACHI has purchased, committed to purchase, or otherwise begun procuring an item on the customer's behalf.
For Store Product orders, cancellation may not be possible after TOMODACHI has begun preparing, selecting, sourcing, or purchasing merchandise for the order.
Returns or exchanges for reasons attributable to the customer are generally not accepted for items that conform to the applicable product description, order, or request.
This may include:
- Changes of mind
- Differences in personal preference
- No longer wanting the item
- Dissatisfaction with a surprise or personalized selection where the order was prepared in accordance with the applicable product description and customer information
Nothing in these Terms limits any cancellation, return, refund, or other right that cannot legally be excluded under applicable law.
Please contact TOMODACHI as soon as possible if you wish to change or cancel an order or request.
18. Customer Responsibilities
Customers agree to:
- Provide accurate contact, payment, and shipping information
- Review applicable product information, quotations, prices, shipping charges, and item details before placing an order or approving a quotation
- Respond to requests for information when reasonably necessary
- Use the service only for lawful purposes
- Comply with applicable import and customs requirements
- Pay any charges they have expressly approved or agreed to
- Avoid submitting requests for prohibited or restricted goods
Customers are responsible for correcting inaccurate information as soon as they become aware of it.
19. Refusal or Cancellation of an Order or Request
TOMODACHI may refuse, pause, or cancel an order or request where reasonably necessary, including where:
- The requested item is unavailable
- The request or order appears unlawful or fraudulent
- The item is prohibited or restricted
- Payment cannot be verified
- The customer provides materially inaccurate information
- The order or request cannot reasonably be fulfilled
- Continuing the order or request would violate seller, event, carrier, payment provider, marketplace, or legal requirements
If TOMODACHI cancels an order or request after payment, any refund will be handled according to our Refund & Cancellation Policy and any costs already properly incurred, subject to applicable law.
20. Intellectual Property
Unless otherwise stated, the TOMODACHI name, original website text, original graphics, branding, and other original materials created for this website are owned by or licensed to the operator of TOMODACHI.
Third-party product names, characters, artwork, trademarks, logos, event names, and other intellectual property belong to their respective owners.
Reference to a brand, product, event, store, creator, character, series, or other third party does not imply sponsorship, endorsement, partnership, or affiliation unless expressly stated.
Customers may not use TOMODACHI's website or services to facilitate intellectual property infringement or other unlawful activity.
21. Website and Product Information
We try to keep the information on our website accurate, current, and useful.
However, product availability, event details, prices, shipping services, laws, customs requirements, seller policies, carrier conditions, and other external information may change.
Where current information is important to an order or request, we may confirm the relevant details during the ordering or quotation process.
Product photographs, colors, packaging, and other visual information may differ slightly from actual products because of manufacturing changes, screen settings, seller-provided images, packaging revisions, or other reasonable circumstances.
For surprise or personalized Store Products, product images shown on the website may be examples or illustrations of the types of merchandise that may be included and do not guarantee the exact contents unless expressly stated otherwise.
22. Service Interruptions
TOMODACHI may temporarily suspend or delay all or part of the service where reasonably necessary because of circumstances such as:
- System maintenance
- Illness or emergency
- Severe weather
- Natural disasters
- Event cancellation
- Transportation disruption
- Carrier interruption
- Payment or platform outages
- Government restrictions
- Other circumstances reasonably outside our control
Where possible, we will communicate material delays affecting an active paid order or request.
23. Responsibility for Loss
TOMODACHI is responsible for providing its products and services with reasonable care and in accordance with applicable law.
Nothing in these Terms excludes or limits liability where doing so would be prohibited by applicable law, including liability that cannot legally be excluded or limited under consumer protection law.
To the extent permitted by law, TOMODACHI is not responsible for losses caused solely by circumstances outside our reasonable control, including actions or failures of independent sellers, customs authorities, event organizers, payment providers, shipping carriers, or other third parties, except where TOMODACHI itself has failed to exercise the care required by law.
For loss or damage occurring during international shipping, available compensation may depend on the selected shipping service, available insurance or carrier compensation coverage, carrier investigation, and applicable carrier terms.
Further information is provided in our Shipping Policy and Refund & Cancellation Policy.
24. Privacy
Personal information submitted through TOMODACHI will be handled in accordance with our Privacy Policy.
We may need to share information reasonably necessary to fulfill an order or request with payment providers, sellers, shipping carriers, customs-related service providers, marketplaces, or other parties involved in providing our products or services.
25. Changes to These Terms
We may update these Terms from time to time to reflect changes in our products, services, operating procedures, laws, payment methods, shipping requirements, or other relevant circumstances.
The version applicable to an individual paid order or request will generally be the version in effect when the order or request was confirmed, unless a change is required by law or separately agreed with the customer.
Changes to these Terms will not limit rights that cannot legally be excluded under applicable law.
26. Governing Law
These Terms are governed by the laws of Japan.
Nothing in these Terms is intended to deprive a consumer of mandatory protections that apply under the laws of their country or region where those protections cannot legally be waived.
Any dispute will be handled by a court having jurisdiction under applicable law.
27. Relationship With Other Policies
These Terms should be read together with:
- Refund & Cancellation Policy
- Shipping Policy
- Privacy Policy
- Legal Notice / Specified Commercial Transactions Act disclosure
- Information and conditions stated on the applicable product page
- Any quotation or request-specific conditions agreed between the customer and TOMODACHI
If a product page or quotation contains a specific condition that applies to an individual order or request, that specific condition will apply to that order or request to the extent permitted by law.
If there is an inconsistency between these Terms and a mandatory requirement of applicable law, the applicable legal requirement will prevail.
28. Contact
If you have questions about these Terms, a product, an order, or whether a particular request is eligible for the TOMODACHI service, please contact us before placing an order or confirming your request whenever possible.
The legal operator and required business information for TOMODACHI are provided in our Legal Notice / Specified Commercial Transactions Act disclosure.
Business name: TOMODACHI
Email: hello@projecttomodachi.com
Phone: +81 70 9147 5141
Location: Fukuoka, Japan