TOM Shop Service Alerts
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.
Shipping Delays From Japan Warehouse
Due to observance of the Japanese New Year Holidays, shipments may be delayed from 12/28 through 1/7.
Due to a possible buildup in orders during this time, shipments might be delayed by an additional 1-3 business days when operations resume on January 7th, 2019 (JST). We deeply appreciate and are grateful for your support and understanding.
Important Notice for Fans Residing in Canada
Please note that due to the on-going strike by Canada Post, Canada Post has requested that international postal services refrain from sending international shipments into Canada due to a large backlog of shipments created by the reduced level of service. As a result, shipments into Canada are expected to be heavily delayed until Canada Post has resolved its labor dispute and the current backlog of shipments has been cleared.
For more information regarding the stirke, please check here.
Additional Delays From US Warehouse (11/1 ~ 11/19)
Please note that a small number of orders shipping from our US Warehouse may be affected by further delays as some of our stock is relocated to different locations within the warehouse.
As of 11/12 operations should be nearly complete and we expect to get fully caught up by next week. We deeply appreciate and are grateful for your support and understanding.
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.
Shipping Delays From US Warehouse
Our North American Warehouse is moving (again)!
Our shipping operations will be moving from Portland, Oregon back to Los Angeles, California.
With this move we hope to increase our stocking and shipping operations exponentially, along with improving the speed which we receive pre-orders for items being fulfilled from our North American branch.
To prepare for the move, shipping operations will be halted from September 24th to October 15th. Please know that ordering will not be affected whatsoever, but items being fulfilled from our US warehouse that are unshipped by September 24 will not see movement until mid-October.Do note that we will be working our best to catch up on shipping after October 15, but orders made after this date may experience slight delay as well.
Please get any in-stock orders you need in before September 19th for guaranteed dispatch before the halt date, orders coming in after that may be delayed if they are not packed in time due to resources being dedicated to preparation and execution of the move.
In lieu of this, there may also be changes to local couriers used for US standard shipping and fulfillment policy. This section will be updated as needed.
Along with the move to our new warehouse, shipping rates for orders shipping from our US warehouse to within the US will be changing to a flate rate of $10.00 (including APO address, Hawaii, and Alaska). For our Canadian fans, the new rate will be $30.00. Free US Standard Shipping is not affected, and any shipping fees on alreaday completed orders will not be refunded nor will users be charged retroactively.
Based on the current situation with our US warehouse, orders will be shippable up until 9/19 1:00 PM (PDT). Orders after this time will be shipping from our new warehouse in LA. We expect shipments to resume from the new warehouse on the 15th at the latest, with an earlier start time yet to be determined.
Please note that if you have a pre-order that is expected to ship in September and your shipment status hasn't moved to "ordered" by September 25th, your order will more than likely be moved to October.
Due to the transfer of stock from our old warehouse taking longer than expected, any shipments for items that were previously in stock at our previous location may take until the end of October to be prepared for shipment. Any new in-stock items are not affected. We have resumed normal operations for the large majority of our in-stock items but a small percentage of items may be affected by this delay.
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?