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Important Notice Regarding Shipping Delays
We are still shipping from our Japan warehouse, however, Japan Post has temporarily suspended SAL SPR shipments to all regions, and has also suspended all other shipments to select regions. Alternative shipping methods may be available. If your item is physically in-stock and an alternative shipping method is available to you, you will receive an email notifying you that an alternative method is available. You must respond to this email to confirm a change in shipping method. Shipping methods cannot be changed otherwise. If you missed your shipping email, you will receive a follow up email within a few weeks. These emails will only pertain to in-stock items, and pre-order items will not be considered for shipping changes before they are stocked. Click here to see what shipping methods are currently available.

Thank you very much for your inquiry.

・Additional processing time may be required for some inquiries. Furthermore, due to high volume, we may be unable to respond to all business-related inquires.

・At this time, we are only able to respond to inquiries in English or Japanese. Please see our FAQ for more details.

・By submitting the form below you are agreeing to our privacy policy. Please see our privacy policy regarding the use of personal information collected from your inquiry.

・All messages from TOM Customer Support are sent from support@tokyootakumode.com. In order to ensure that you receive our replies, please add this email address to your non-spam safe list.

・Please check your mail settings and contact us again if you do not receive a response from us within two days of your message.

・Please check our Service Alerts page for shipping, shop, and other important announcements.
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  • Tip: Have you checked your TOM Premium page?

    You can find out most information regarding your membership status from your TOM Premium page, here!

  • Tip: Have you checked your TOM Premium page?

    You can find out most information regarding your membership status from your TOM Premium page, here!

  • Tip: Check out your benefits easily in one place!

    Your benefits are summarized on your TOM Premium page here, or on the main TOM Premium page here!

  • Tip: Have you checked out our FAQ?

    You can find answers to frequently asked questions here!

TOM Premium FAQ

  • Where can I find my Projects orders?

    You can find your backed projects on your My Projects page!

  • What's the shipping status of my Projects order?

    Watch out for project updates by visiting the main page of your backed project, and visit your My Projects page.

  • Where can I find my Projects orders?

    You can find your backed projects on your My Projects page to see the current shipping status.

  • Can I change my shipping address for my Projects order?

    Please know that you can change your shipping address from your My Projects page. If the option to change shipping address is not there, kindly know that shipping operations have already started and shipping address changes are no longer possible.

  • Tip: Have you checked your Orders Page?

    You can find most information regarding your order status on your Orders Page, here!

  • Tip: Have you checked your Backed Projects Page?

    You can check the status of any TOM Projects you backed or reserved from your Backed Projects page.

  • Tip: Have you checked your Orders Page?

    You can find most information regarding your order's shipping status, including its estimated shipping date and tracking number, on your Orders Page, here!

  • Need to change the shipping address for your order?

    You can do so easily via your Orders Page, as long as your order status has not yet reached the "Shipping Soon" phase!

  • Need to change your email address?

    You can change your email easily from your Profile Settings page, here!

  • How do I confirm which coupons I have?

    To see the coupons you currently have, check your TOM Points & Coupons page, here!

    We’re sorry, but coupons and promotions cannot be retroactively applied to completed orders. (>_<)

  • Need to cancel your order?

    You can easily submit a cancellation request for orders of in-stock items from your Orders Page, as long as your order status has not yet reached the "Shipping Soon" phase!

    Please note that pre-order and special order items cannot be cancelled.

Shop FAQ


Important Notice Regarding Shipping Delays
We are still shipping from our Japan warehouse, however, Japan Post has temporarily suspended SAL SPR shipments to all regions, and has also suspended all other shipments to select regions. Alternative shipping methods may be available. If your item is physically in-stock and an alternative shipping method is available to you, you will receive an email notifying you that an alternative method is available. You must respond to this email to confirm a change in shipping method. Shipping methods cannot be changed otherwise. If you missed your shipping email, you will receive a follow up email within a few weeks. These emails will only pertain to in-stock items, and pre-order items will not be considered for shipping changes before they are stocked. Click here to see what shipping methods are currently available.