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SHIPPING & RETURNS

 

Send us a message via the contact form or send us an Email at info@tobi-en.com or if you have further questions.

Important Note on the ongoing conflict in Ukraine:

Because mail transportation to various countries such as Andorra, United Kingdom of Great Britain and Northern Ireland, Guernsey, Jersey, Germany, Finland, France, Belgium, Isle of Man, and Monaco has been disrupted due to the unstable situation in Ukraine, Japan Post has made changes to mail service. Currently, only shipping with DHL is supported. We apologize for any inconvenience this may cause. As soon as the situation has stabilized, we will announce it here. Thank you for your understanding.

 

We condemn the actions taken against Ukraine its sovereignty and its people. We also feel sorry for ordinary Russians who suffer under the sanctions and hope there will be a resolution in this conflict, that will durable and lasting.

 

TOBI-EN

Order processing times
After an order has been placed with us, the items ordered are usually prepared and shipped within 24 hours. Ordering on weekends and/or public holidays can take up to 2 to 3 days to process.  We always try to prepare your order as quickly as possible. However, it may take a little longer due to unexpected circumstances. 

Order delivery times
TOBI-EN ships worldwide directly from Uji, Japan. All our packages are sent with DHL EXPRESS WORLDWIDE. After you have placed your order, we will provide you with a tracking number that you can use to follow every step of your package along the way.

Under normal circumstances, your order should arrive:
For Europe, North America, Oceania, and Asia: Within 3-5 business days after you have placed your order with us. 
For the rest of the World: Within one to two weeks. 

Orders placed on weekends and public holidays will be processed under the terms listed above, but shipped with DHL on the next following business day.

Note that the delivery service can be overloaded at the end of the year around Christmas and New Year or on public holidays. Therefore, we cannot know exactly when the package will be delivered. Please place your order early so that there is enough shipping time.

Also, note that depending on destination and customs conditions in each country customer clearance may take up to one week. Please note that we can't guarantee the delivery time or exact date of delivery.


Covid-19 issue
In this critical global health crisis, logistics providers and our local partners are working hard to ensure that you receive your order on time. The safety of our employees and customers, as well as the satisfaction of our customers, are our top priority.


Cost of Shipping

You only pay a reduced shipping fee from DHL. We do not charge you anything on top of the normal shipping cost. 

As of autumn, 2020, unfortunately, we cannot offer you free shipping for orders from outside of Japan. Please feel free to check back anytime in the future. For orders from within Japan, we send with Sagawa Express and we can offer free shipping for orders of more than 10,000 Yen in total (Excluding Okinawa and remote islands).

All prices are in JPY.

KG
Zone 1
Zone 2
Zone 3
Zone 4
Zone 5
Zone 6
Zone 7
Zone 8
Zone 9
For Example
Taiwan, Korea
China, Hong Kong
Thailand, Malaysia
India, Australia, New Zealand
Canada, USA
Germany, Switzerland, France, Poland
Russia, Ukraine
South Africa, South America
Africa, Middle East
up to 0.5
2500
2600
2600
2700
3000
3000
4300
4500
5000
up to 1.0
2500
2600
2600
2700
3200
3000
4300
4500
5000
up to 1.5
2500
2600
2600
2700
3300
3000
4300
4500
5000
up to 2.0
2500
2600
2600
2700
3400
3000
4300
4500
5000
up to 2.5
3100
3500
3900
4000
4400
5400
9000
9000
10000
up to 3.0
3100
3500
3900
4000
4400
5400
9000
9000
10000
up to 3.5
3100
3500
3900
4000
4400
5400
9000
9000
10000
up to 4.0
3100
3500
3900
4000
4400
5400
9000
9000
10000
up to 4.5
3100
3500
3900
4000
4400
5400
9000
9000
10000
up to 5.0
3100
3500
3900
4000
4400
5400
9000
9000
9659

Note:

The cost of a shipment can be affected by the amount of space that it occupies on an aircraft, rather than the actual weight. If your package is large in size and light in weight, DHL may calculate the delivery price using the volumetric weight (dimensional weight) rather than simply the weight. Volumetric weight is rounded to the next full pound or kilogram.

Here is how DHL is calculating volumetric weight: length*width*height/5000

Customs Duties and Taxes
Customs Duties and Taxes vary from country to country. Your shipment may be checked and possibly even opened by the authorities. Unfortunately, neither we at TOBI-EN nor our partners can prevent this. Also, you may have to pay customs fees depending on your country. In case you need to pay any customs duty, you will be required to pay the duty when you receive your order. The importer is responsible for paying the required taxes as well as any other costs that may be incurred on the imported goods. At TOBI-EN, we do not charge you any additional taxes on your order. For more detailed information on taxes and other costs in your country, please contact the tax or customs authority in your country. Furthermore, we are not responsible for any violations of the law in relation to the imported goods on your part. 

You may decide to not pay the import duties and the taxes, but we will not refund you any losses due to the damage caused by the destruction of the product. 

Damaged goods or shipment
At TOBI-EN, we always try to pack your ordered items as well as possible. We also aim to reduce packaging to a minimum to save shipping costs. After the package has been sent, the responsibility rests with the shipping carrier. In the unlikely event of damage to any of your ordered goods or the delivery in general, please contact us immediately and we will do our best to resolve the situation. Please provide evidence of the damage to the items. If you receive a damaged or defective item, please keep the item and all packaging for the carrier to review. 

 

Returns & Refunds
At TOBI-EN we can accept returns, exchange damaged goods, and issue refunds under the following conditions. But remember that in general, all sales are final. You can only cancel the purchase if the product does not match the description or is defective. Therefore, please contact us within 5 days of receiving the delivery at info@tobi-en.com.

We cannot cover the postage costs for the items you returned to us. The risk remains on the customer side until we receive the products back to our specified address. 

 

Deduction in refund might be made by us to reimburse any loss of value from the purchased product, in case if the loss comes from unnecessary manipulation of the product. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.

 

We will not refund any products that have been altered, opened, partially, or fully consumed. It is your responsibility to ensure that the products are returned in acceptable packaging. The refund will be deducted if there is damage or the packaging is unsuitable. 

Once your order has been shipped, the ownership rights to the products remain with the purchaser. If the parcel does not reach its destination because the purchaser entered the delivery address incorrectly, we will not be responsible. Therefore, enter the delivery address carefully and correctly. 

 

If you have any questions regarding our delivery services or other concerns, please contact us via info@tobi-en.com