For our Canadian friends, as you may already know Canada Post has resumed service after the workers strike, but we wanted to give you a heads up that delays are to be expected until early 2025.

International mail that arrived in Canada prior to the strike should start to be processed, but mail that was shipped after the end of the strike will take additional time. We recommend keeping an eye on your tracking information in the meantime.

Additional information can be found at Canada Post’s News Releases page.

If shipping time is a concern, we suggest picking FedEx as your shipping method when ordering in-stock items from our Japan warehouse.

Shipping Delays and Email Response Times During Japanese New Year Holidays 12/27 - 1/6

(2024/12/24)

Please note that during the Japanese New Year Holidays, shipments may be delayed from our Japanese warehouse for in-stock orders.

Due to a possible buildup in orders during this time, shipments might be delayed by an additional 4-7 business days when operations resume on January 6th, 2025 (JST).

In addition, email response times for emails sent to our customer service email address, as well as through our inquiry form may see responses taking longer than usual during this period as our customer service team is working in a limited capacity. Please note that response times may be delayed over 24 hours during the break. Other requests such as cancellations will also be delayed during the break.

The full team will be back after the holidays, and we'll do our best to work through any inquires that may have built up over the break. We will go through and respond to every email that we receive, so we kindly ask that you please be patient during this period.

Here is a list of commonly asked questions that you may also find helpful:
How can I cancel my order?
What does this Japan Post tracking update mean? Retention and other statuses
Why am I seeing a double charge on my card when I pay with PayPal?
My shipment only says "Shipped" but doesn't have a tracking number. Has it shipped?
My Surface Parcel shipment looks like it's stuck on "Dispatch from outward office of exchange". Is it ok?
The item I pre-ordered is now sold out on the shop. Am I still getting my order?

Thank you for your patience and understanding, and we wish you a happy new years.

Shopping Advice for Holiday Gifts

(2024/11/21)

Update: 2024/11/28
For our friends in Canada, Japan Post and USPS have announced that while the Canada Post strike is on-going, mail services will be temporarily suspended. This means that if you are ordering from our Japan warehouse, FedEx will be the only shipping method available until the strike is resolved.

Original Post:
With the holiday season approaching you may be considering purchasing gifts for a loved one (or yourself). If you're thinking of getting a gift we recommend choosing the fastest method available. For items shipping from our Japan warehouse, this may be EMS or FedEx. We strongly do not recommend selecting Surface Mail or TOM Surface mail for gifts as these methods can take anywhere between 2-4 months to be delivered.

Delays in customs and by local delivery companies can also increase shipping time.

Please note that orders made in the second half of December are likely to arrive after the holidays, so we recommend trying to avoid any last minute shopping.

For our friends in Canada, you may already be aware but Canada Post is currently observing a labor strike. This will affect the delivery times of any shipment that is shipped from our Japan warehouse. We recommend choosing FedEx if you will be doing any holiday shopping.

Tips for Holiday Ordering:

Special Order/Pre-order items estimated to be shipped in November and December can still be subject to manufacturer delays, so we do not recommend ordering these for gifts.
Select EMS or FedEx (when applicable) and ordering items already in-stock to help ensure that your package arrives as quickly as possible.
Keep a close eye on the tracking information, or share your tracking info with your gift recipient. Local postal services are not always reliable about leaving delivery notices or attempting redelivery. Check your tracking information often and contact your post office with any inquiries.

Changes to Available Payment Methods for certain Digital Content items

(2024/9/2)

Update: 2024/9/12
As of September 12, 2024, the product pages for Tora Coin and DLSite Points have been removed.

Update: 2024/9/10
Unfortunately we have also been notified by PayPal that we will no longer be able to accept PayPal as a payment method for digital content items as of September 10, JST. At this time, digital content items are unavailable for purchase. We deeply apologize for the inconvenience.

Original post:
Unfortunately, we were notified by our credit card processor that they will no longer be able to accept payments for digital content items such as Tora Coin and DLSite Points.

Direct credit card purchases have become unavailable as of Sept. 2 JST.

PayPal will remain available as a payment method. We deeply apologize for the inconvenience.

Shipping Delays and Email Response Times During Japanese Obon Holidays 8/10 - 8/15

(2024/8/1)

Please note that during the Japanese Obon Holidays, shipments may be delayed from our Japanese warehouse.

Due to a possible buildup in orders during this time, shipments might be delayed by an additional 2-5 business days when operations resume on August 15th, 2024 (JST).

In addition, email response times for emails sent to our customer service email address, as well as through our inquiry form may see responses taking longer than usual during this period as our customer service team is working in a limited capacity.

Access Restrictions on Fantia

(2024/7/5)

We have recently been made aware of access to Fantia's site being limited or unavailable in certain regions. We ask that you confirm that you are able to access Fantia before your purchase Tora Coin on TOM. We have suspended sales of Tora Coin from known restricted regions until further notice. For more details please refer to this notice from Fantia.

Issue Regarding Japan Post Shipping Notifications

(2024/5/17)

Update: 2024/5/30

This issue has been resolved. Thank you for your patience.

Original Post:
We've recently been made aware of an issue regarding Japan Post shipments not having shipping confirmation emails being sent when your shipment is handed off to Japan Post. We are working to resolve this issue as soon as possible, but in the meantime you are able to confirm your shipping status by finding your tracking number for your shipment in your orders page linked here.

Expected Service Disruption for our US Warehouse

(2024/1/11)

Happy New Year! From January 25th until February 1st, shipments from our US warehouse will be temporary stopped as our inventory will be relocated to a new location. We will do our best to ship out any orders placed before the 24th, but any In Stock orders placed on the 25th may not be prepared until after the move and operations resume on February 1st. Operations from our Japan warehouse will not be affected.

Shipping Delays From Japan Warehouse (12/6~)

(12/6)

Please note that from December 6th, shipments from our Japan warehouse are expected to be delayed due to a backlog of shipments and stocking operations. We expect to be caught up near the end of the month and in the meantime we appreciate your kind understanding.

Current shipping restrictions on UA/BY/RU

(2022/3/17)

At this time we are unable to ship to Ukraine, Belarus, and Russia. New purchases will not be possible, and if you have any pending shipments, we will hold on to your shipments in the meantime until a shipping method is available. We apologize for the inconvenience and we appreciate your understanding.

TOM Shop Policy Update Regarding Prize Figures

(1/31/2018)

One of our bigger distributors for lower priced crane prize figures will no longer provide replacements for minor paint imperfections or minor quality issues.
TOM will no longer be able to ask for replacements for such issues, and TOM does not offer full refund for minor paint issues for lower priced prize figures.
Please be aware that prize items under $40.00 are mass produced and held to a lower quality standard by manufacturers than most figures.
Depending on the specific quality, TOM will offer TOM points as compensation, please be aware this will be at the full discretion of TOM. Our Shop FAQ has been updated accordingly. Main manufacturers affected are Banpresto and lower priced TAITO figures.

My prize figure has paint imperfections, can I have a replacement?

My product arrived damaged/My product has an item defect. What should I do?

Learn more