Please contact us within a week of your package's arrival. After contacting us, please be prepared to share photos or a video of the damaged product(s). We are unable to offer assistance with dama...
Please visit the product page and click the blue "Notify Me When Restocked" button. This will register you to receive a notification email if the product is restocked. The email will be sent...
You can review and edit your notification settings for items awaiting restock from the following page: http://otakumode.com/restock_notifications
Please contact us. The more information you can share about the product (such as a link, item name, or picture), the quicker we will be able to inform you whether we can add it to the TOM Shop. We are...
All sales are final, and we are therefore unable to accept returns or offer exchanges. If an item in your order was defective or damaged upon arrival, please contact us within a week of your package&#...
We do not sell figures, books, or other products that have been specifically designated for adults (age 18 and over) by their original manufacturer, publisher, or creator, or by Japanese trade organiz...
Unfortunately, obi (a small decorative paper slip included with some Japanese books and manga) are not considered part of the product by the publisher. We are therefore unable to offer support for dam...
Once you have completed an order, the product(s) you have purchased are reserved in your name. Even if the item goes out of stock afterward, it should have no effect on your existing order. If a pre-o...
The prices for items shipping from our warehouse in Japan may be subject to change without notification due to fluctuating exchange rates. For details on the current exchange rate, please click here.
Only one TOM account is permitted per person. Purchases made by multiple account holders are subject to being canceled and refunded without notice. Continuing to create additional accounts may result ...
Long, narrow items, such as umbrellas and replica swords, as well as extremely large items, such as super jumbo plushies.
If you request gift wrapping, but we don’t have a large enough bag that will fit your items, you will still be charged for gift wrapping and we will include our largest gift bag in your package. Howev...
Multiple items in the same shipment might be gift wrapped separately or together depending on the size of the items and the available gift wrapping supplies.
Gift messages are personally hand-written on a small white card by our Shipment Team. Gift messages can be up to 48 characters in length and can be written in either the English alphabet or Japanese c...
At this time, we are only able to respond to inquiries in English or Japanese. If you send us an inquiry in another language, we will use machine translation to interpret your message, then reply as b...
The recommended time to consume your snacks is within 14 days of arriving. If your snacks arrive already expired, please contact us within 7 days of your snacks being marked “delivered” by your delive...
Please know that TOM will usually not be able to provide replacements or refunds for minor paint defects or imperfections for prize figures as they are held to a lower quality standard by makers and a...
Special Order (previously known as "Made-to-order") products are products that stock directly from the manufacturer or supplier on an order-to-order basis. Some products may be made-to-order...
The estimated manufacturing time varies between Special Order products. Detailed information is provided on each product page. Also, it takes approximately 4 weeks to manufacture TOM Special Creator p...
If you live in the United States or Canada, we may only be able to receive your pre-order through the manufacturer's official North American distributor. Items that are received through such distr...
Yes! After we've sold through all of our pre-orders, you may find that the item is "sold out" or "out of stock" on the shop, before it has even shipped.However, if you managed ...
Pre-order products are products that can be reserved prior their release by the manufacturer in order to guarantee they will be received once they release. A reservation is placed by completely paying...
Pre-orders are charged immediately after they are placed. Once completed, changes to payment information and credit cards will not affect your order.
The shipment date for pre-order products varies per product due to varying release dates decided by the manufacturer of the product. Please refer to the “Release Date” information on each pre-order pr...
TOM Points are like an otaku currency usable on TOM shop and TOM Projects! Each time you earn TOM Points they become usable on your next order. You can apply TOM Points you've earned to discount y...
To input a coupon code, please first make sure you have a TOM account and are logged in. Next, add products to your cart and then access the Shopping Cart page. On the Shopping Cart page, input your c...
Only one coupon may be used per transaction.
Yes. However, the remainder of the coupon will be forfeited upon use. Coupons cannot be applied to the shipping charge.
We are unfortunately not able to retroactively apply any new promotions or sales prices to orders made before those promotions/sales were available.
Some products cannot be discounted with TOM Points. In this case, you will see a warning in red text on the actual Product Page and your Checkout page (under the product’s price) stating that you cann...
"The maximum amount of TOM Points for each product is always displayed beneath its actual Price, and is displayed with any ongoing promotion rates already applied. The more discounts applied to a...
TOM Points expire after 60 days from the last time you earn TOM Points. If an Order is placed even a day before that 60 day period is over, then your TOM Points are renewed for another 60 days. This c...
After TOM Points expire, they cannot be returned to you or re-credited. The only exception is that if you earned TOM Points as a part of item or order compensation and they have expired, please conta...