frequently asked
questions

 
Where do you ship? How do you calculate shipping charges?

We ship within the United States and abroad from our warehouse located in California. Shipping and handling costs depend on several factors, including the size and weight of the item, and where the order is being sent. Your total shipping and handling fee will be identified prior to the final check out.

 
Do you ship to P.O. boxes or APO/FPO?

Unfortunately, we do not ship to P.O. boxes or APO/FPO at this moment.

 
Which shipping carriers do you use?

Our preferred carriers are FedEx for domestic/Canada and USPS for international. The shipping fee for international orders does not include customs duties and taxes. These fees are the responsibility of the buyer receiving the product.

 
How long will it take to ship in stock items?

Usually, it takes 3 to 5 business days to process.

 
When will my pre-order ship?

You can find an estimated ship date on the product page. We will process shipment as soon as product arrives at our warehouse.

 
How can I track my order?

You will receive an email with a tracking number once your order ships. You can also log in to your account and track your order.

 
What if my order was delivered broken?

Please contact us within 14 days of delivery date. We can exchange if we have stock or return for a full refund. Either way, we will provide you a pre-paid return label to ship your order back to us. We will ship a replacement or issue a full refund within 14 days after the return shipment is sent.

 
What shall I do if I want to return non-damaged or defective products?

We will provide you a shipping label, and any shipping costs will be deducted from your refund. Returned item that arrive at our warehouse with excessive damage due to improper packing will be subject to a damaged product fee of 10% of the product price. We are unable to offer a refund after 14 days from the delivery date. Please allow 7-10 business days from the date we receive your return for your credit to appear or exchange to be sent out.

 
I have an issue with my order but purchased through another retailer. Can you help?

If your item was purchased from a retailer other than tokyozerostar.com, please contact that retailer for a replacement or refund. We are unable to process requests to replace product acquired through a third party, importer or off the secondary market.

 
I have an issue with my order but purchased through your authorized vendor. Can you help?

If your purchase was made from an authorized vendor, an account representative will work directly with the vendor to resolve your situation as quickly as possible. If you encounter difficulty getting an appropriate response from your retailer, please email us with your name, the name of the retail establishment, and the nature of the problem with your purchase.

 
Can you guarantee if I get a replacement? If so, with the same edition number?

Due to the extremely limited nature of our products, we cannot guarantee that the item(s) can be replaced at the time of return or that damaged specific edition numbers can be replaced with the same number.

 
How can I cancel my order if it hasn’t shipped yet?

Please contact us at [email protected] or call (310) 327-7359 during business hours, Monday-Friday 9:00 AM to 6:00 PM PST.

 
I received a notice that my order is going to process and ship. Can I still cancel?

Once an order has been processed and left our warehouse, unfortunately we are unable to retrieve the package. In these cases, please review For Non-damaged or defective products section.

 

If you have any other inquiries, please e-mail us at [email protected] or call (310) 327-7359 during business hours, Monday-Friday 9:00 AM to 6:00 PM PST.

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