TOM Shop Service Alerts
Service Disruption from US Warehouse
Shipments from our US warehouse are expected to resume by the end of the week. Shipments will ship from oldest to newest, and a backlog of shipments is expected to persist for at least a week.
This post will be updated with additional information when available.
Over the weekend we learned of an on-going service disruption from our US warehouse. At this time, shipments are expected to be delayed while the issue is resolved.
A fix to restore service is being worked on but an ETA is not currently known. This post will be updated with more information when available.
We apologize for any inconvenience caused and we appreciate your understanding.
Changes to Prices for Items Shipping from our Japan Warehouse due to Japanese tax changes
Due to the Japanese consumption tax on certain products increasing to 10% in October, starting on 9/30 products that ship from our Japan warehouse will have their prices adjusted accordingly. Items that ship from our US warehouse will be unaffected.
If you have any questions about this change please don't hesitate to get in touch with our support team, and we'd be more than happy to help. We apologize for any inconvenience caused and we appreciate your understanding.
Expected Shipping Delays from our US Warehouse 9/26 ~ 9/27
In effort to increase our inventory accuracy and reduce problems that may occur before shipping, we will be taking a few days near the end of September to consolidate and adjust the inventory at our US warehouse.
During this time, we will be unable to ship any orders so we expect a bit of a backlog to form when shipping resumes the following Monday. We apologize for any inconvenience caused and we appreciate your understanding.
Changes to US Domestic Shipping Rates
Alongside the move to our new US warehouse last year, we introduced flat rate shipping for all US domestic shipments. Since then we've learned quite a few things and we truly appreciate the feedback we've received so far.
In the months that passed, we learned that flat rate shipping doesn't always make the most sense for all shipments. As a result of this, we've decided to switch back to using the actual shipping fees for US domestic shipments.
If you've shopped with us prior to October 2018, this will work exactly the same way you remember it.
This change will take place on September 18th (JST), and will only affect new orders from that point on.
As always, if your order qualifies for free shipping then you'll be able to take advantage of free standard shipping, so no worries there!
If you have any questions about this change please don't hesitate to get in touch with our support team, and we'd be more than happy to help.
Shipping Delays From Japan Warehouse For Obon Holidays (8/10~8/13)
Due to observance of the Japanese Obon Holidays, shipments may be delayed from 8/10 through 8/13.
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 14th, 2019 (JST). We deeply appreciate and are grateful for your support and understanding.
Changes to Free Shipping labels
A recent change to the Shop has seen a shift from the previously used blue “Free Shipping” labels to new “Discount Shipping” labels.
Rest assured, the rules for free shipping have not changed and the change was made to further reduce confusion when placing your order.
As always, if your order meets the minimum purchase requirement and is normally eligible for SAL SPR or US Standard Shipping, then your shipment will be eligible for Free Standard shipping.
If your order meets the minimum purchase requirement but is ineligible for SAL SPR or US Standard Shipping due to size and/or weight restrictions, then your shipment will instead be eligible for Discount Shipping.
Your shipping costs will be shown in Step 2 during checkout and your final shipping costs will be shown just above the Grand Total just before finalizing your order.
If you have any questions about this change, please don’t hesitate to reach out to our friendly customer support team!
Updates to US Domestic Shipping
Last October, along with the move to our new fulfillment facility, we had switched to a flat rate of $10.00 for US domestic ground shipping, and later we introduced USPS Priority as another shipping method for a flat rate of $15.00 in response to customer demand.
Based on valuable feedback from our fans, and in the pursuit of providing the best possible service, starting on June 14 we will be changing from our current standard ground shipping method to UPS Ground as our standard shipping method domestically within the US.
For our fans, this means better, more reliable tracking and more reliable delivery turn around times. For those of you who prefer USPS Priority, there's nothing to worry about as we'll still be offering that as an available shipping method.
UPS Ground will replace our standard shipping method on June 14 and will be a flat rate of $12.99. USPS Priority will change to a flat rate of $14.99 at the same time.
If you have any questions or feedback regarding this change, we invite you to reach out to our friendly customer support team at email@example.com
Thanks as always for your support and feedback and we look forward to providing the best service that we can.
Important Notice Regarding B-Full Products
Due to a large number of figures that are arriving damaged, we have made the decision to no longer carry new products from B-Full and related companies such as FOTS Japan and Pulchra. Any remaining figures currently available on the TOM Shop will continue to be sold until stock runs out. Any re-runs of previously available figures will also not be carried in the shop.
We apologize for any inconvenience caused, and we appreciate your support and understanding.
Clarification Regarding Daily Free NP on Akiba Catcher
It was previously announced that in March, we would making the switch to a daily login bonus of 200 NP for our TOM Premium members to use on Akiba Catcher.
After our initial announcement however, this was later changed to a daily bonus of 300 NP.
Please note that each login bonus of 300 NP will expire in 6 days.
For more information, please feel free to check our FAQ here.
Regarding Issues Related to our Contact Us Form
Due to an issue related to our contact form, it has been brought to our attention that any inquiries sent via the form since 12/19 may not have been successfully received by our system. We have since identified the issue and issued a fix.
If you have recently sent a request via our contact form and did not receive an initial reply within 48 hours, we kindly ask that you please resend your inquiry directly to our support address at firstname.lastname@example.org
We apologize for the inconvenience.
Important Notice for our Canadian Fans Regarding Shipments from the US
Along with the relocation of our warehouse back to Los Angeles, the shipping method we used to ship packages to Canada from the US had also changed.
Prior to our move our fans were responsible for any duties or taxes that were incurred at the time of picking up their packages.
However, this was changed so that our shipping partner would instead pay for any relevant duties, taxes, or import fees at when crossing the border and would then forward the charge as a COD charge.
The COD charge when picking up your package is calculated based on PST/GST on the declared value of the shipment, plus a $7.25 CAD handling fee.
While the PST/GST amount to be paid is no different from our previous shipping method, we were also seeing cases of extra duties being charged, as well as a higher than normal tax rate, in addition to the $7.25 CAD handling fee.
In response to this, we have decided to make the switch to DDP (delivered duty paid) and instead pay for any duties, taxes, or fees on behalf of our fans.
This means when you pick up your package you won’t be charged any unexpected extra duties, higher than normal taxes, or import fees.
This applies to any orders made after December 7th and any pre-orders that are still on “pre-ordered” in Your Orders at the time of this announcement.
Starting in 2019 we are planning on introducing a surcharge on shipments from the US to Canada to cover the costs of duties, taxes, and import fees that would normally be paid at the time of delivery.
This charge will not be a part of the delivery fee and is exempt from Free Shipping promotions. This charge is not retroactive and will not be applied to any orders made up until the introduction of the surcharge.
With the introduction of the surcharge, you can be sure that the amount paid at the time of checkout is the final amount you need to pay for your order and there won’t be any surprises when you go to pick up your package.
Starting January 7th 2019, we will be introducing a surcharge on shipments from our US warehouse to Canada. The surchage will be calculated on the value of the items inside the shipment, and will be based on customs duties, PST/GST, and potential handling fees usually paid
by the customer at the time of delivery. Please note that this surcharge will only be calcuated on shipments from the US. If you have an order containing multiple shipments from both our Japan and US warehouse,
the surcharge will not apply to shipments originating from Japan.
If you have any questions please don’t hesitate to reach out to our support team at email@example.com and we’d be glad to help you out.
Caution for Delivery Delays During the Holiday Season
(11/06 ~ 1/15)
Due to a possible increase in orders during the holiday season, it may take additional time for packages to reach their recipient’s address from both our Japan and US warehouse. Items from our Japan warehouse may take an additional 1-3 business days to
be dispatched, while items from our US warehouse may take additional 1-2 days.
Delays in customs and by local delivery companies can also increase shipping time. SAL SPR deliveries especially can take up to an addition of 1 month from it’s usual time (3-5 weeks) frame to be delivered.
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 (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.
Important Information Regarding SAL Mail Delivery
As of December 18th Japan Post has announced that SAL shippings to some countries will be delayed or suspended.
For more information, check the official announcement.
SAL Parcel/SAL Small Packet Suspended: France, Netherlands, Spain, Ukraine, Gibraltar and Algeria. There is no confirmed resume date.
SAL Parcel/SAL Small Packet Heavily Delayed: Greece, Czech Republic, Brazil, Peru, Bahrain and Kenia.
If you live in one of the delay affected countries we recommend choosing a different shipping method for your orders.
If you live in an affected area that no longer ships SAL SPR, and have a pre-order that recently came in stock, you can contact us to change to Air SPR.
TOM Shop Policy Update Regarding Prize Figures
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?