FAQ
Frequently asked questions
Quick answers about shipping from Tokyo, US duty handling, payment, returns, and product authenticity. Can't find what you're looking for? Email hello@tokyocarry.com and we'll get back to you within 24 hours.
Shipping & delivery
- How long does shipping take?
- Most orders ship from Tokyo in 3-5 business days after payment. Transit time varies by destination: typically 7–14 days for the US (ePacket Light) or 4–7 days (EMS); 7–14 days for UK/EU; 5–10 days for Australia/New Zealand; 5–14 days elsewhere. You'll get a tracking number by email when your order ships.
- Do US customers pay customs duties on delivery?
- No. All US orders ship duty-paid (DDP) — Tokyo Carry pre-pays import duties via Japan Post's CBP-certified Qualified Party program. There are no extra fees at delivery. The price you see at checkout is the full price you pay.
- What about UK, EU, and other destinations?
- For UK and EU orders, import VAT typically £5–£20 is collected by the carrier on delivery (this is required by law in the UK and EU since 2021). For all other destinations, customs duties vary by country and product type and are paid on delivery if applicable. Our Shipping page lists per-country details.
- Which carriers do you use?
- Japan Post exclusively. For orders under 2kg we use ePacket Light (tracked, 7–14 days to most destinations). For heavier orders or rush requests we use EMS (Express Mail Service — tracked, insured up to ¥20,000, 4–7 days to most destinations). Both include door-to-door tracking.
- Where do you ship to?
- We currently ship to 40+ countries including the US, UK, EU member states, Canada, Australia, New Zealand, Singapore, Hong Kong, Taiwan, South Korea, the UAE, and more. We do not ship to: Russia, Iran, North Korea, Cuba, Syria, Belarus (sanctions), or countries where we've had repeated fraud or service issues. See our Restricted Goods Policy for the full list.
- Can I get free shipping?
- Shipping is not free, but it's priced at our true cost — no markup. For most US orders under 500g, shipping is around $14–18. Heavier orders or international destinations are higher. We pass through Japan Post rates and a small handling fee to cover packing materials and labor.
Orders & payment
- What payment methods do you accept?
- We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover, JCB), Apple Pay, Google Pay, and Link. Payment is processed securely via Stripe. We don't store your card details on our servers.
- In what currency are prices shown?
- All prices are shown in US dollars (USD). Your credit card may apply a small foreign-transaction conversion fee depending on your bank — typically 1–3% — when paying from a non-USD account.
- Can I cancel or modify my order?
- Yes, if your order hasn't shipped yet. Email hello@tokyocarry.com with your order number and we'll cancel and refund within 1 business day. Once an order ships from Tokyo (you'll receive a tracking email), it can no longer be cancelled, but you can still return it under our 30-day return policy.
- Do you offer gift wrapping?
- Not yet. We're working on adding a gift-wrap option at checkout. In the meantime, if your order is a gift, leave a note in the cart "order notes" field and we'll omit the invoice and add a hand-written greeting card at no charge.
Products & authenticity
- Are your products authentic?
- Yes. Every product is sourced directly from licensed Japanese retailers — Amazon Japan, Yodobashi, Loft, Itoya, JetPens-Japan, and authorized brand wholesalers. We do not stock counterfeits, grey-market goods, or third-party Amazon-marketplace items from unknown sellers. If you receive something that isn't authentic, we will refund you in full and pay return shipping.
- Where are your products made?
- Most are made in Japan. Some Japanese brands (notably Muji and some Pilot pen lines) manufacture certain items in China, Vietnam, or Thailand — we mark these clearly on the product page. About 92% of our catalog is made in Japan; the remaining 8% is Japanese-brand items manufactured elsewhere by the brand's contract factories.
- Can I see real reviews from other customers?
- We're a young store and haven't collected enough Tokyo Carry-specific reviews to display yet. The star ratings shown on our product pages are sourced from public Amazon Japan reviews of the same product, which we make transparent on each PDP. We'll add our own verified-buyer reviews once we've shipped a few thousand orders.
- Do you sell knives?
- Not currently. Knives have complex per-country regulations (UK Offensive Weapons Act, age-verified delivery in some EU states, US-state-specific blade laws) and we're still building out the compliance routing required to ship them safely. We expect to launch a curated knife selection in mid-2026.
- Why don't you sell skincare with SPF, batteries, or aerosols?
- International shipping rules: SPF cosmetics with chemical sunscreens require special hazmat handling we don't have set up; lithium batteries require Class 9 hazmat clearance and most carriers won't accept them as airmail; aerosols are prohibited in most international air cargo. We carry many alternatives — physical sunscreens, manual razors, hand-powered tools, and incense (which is legal worldwide and not pressurized).
Returns & refunds
- What's your return policy?
- 30 days from delivery for damaged, defective, or wrong items. We do not accept "changed my mind" returns due to the cost and environmental impact of international return shipping. For accepted returns, we cover return shipping and refund the full purchase price within 5 business days of receiving the returned item.
- My item arrived damaged. What do I do?
- Email hello@tokyocarry.com within 7 days of delivery with: your order number, photos of the damage, and photos of the outer packaging. We'll respond within 24 hours with a return shipping label or a replacement, depending on availability.
- UK and EU 14-day cancellation right?
- Yes. If you're a consumer in the UK or EU, you have the right to cancel your order within 14 days of receipt for any reason without giving a reason. To exercise this right, email hello@tokyocarry.com with your order number. Return shipping for "changed my mind" returns under this right is the customer's responsibility, but we will issue a full refund (including the original outbound shipping cost) within 14 days of receiving the returned item.
About the company
- Who are you?
- Tokyo Carry is operated by Cross Market Holdings LLC, a Washington State (USA) company. Our shipping operations are based in Shinagawa-ku, Tokyo, Japan. The founders are Nathan (Seattle, catalog & pricing) and Lisa (Tokyo, sourcing & shipping). Read our About page for the full story.
- How can I contact you?
- Email hello@tokyocarry.com. We respond within 24 hours, Monday–Saturday Tokyo time (GMT+9). For urgent shipping questions on existing orders, please include your order number in the subject line.
- Do you have a physical store?
- No retail storefront. Our Tokyo operation is a fulfillment hub, not a shop. The full experience is online and ships globally.
- Do you sell wholesale or to retailers?
- We're open to it for retail buyers in select categories (Japanese stationery, tea ware, traditional crafts) with a minimum order around $1,500. Email hello@tokyocarry.com with details about your store and we'll send our wholesale terms.