I. Totoro Shop

At Totoro shop, we take shipping very seriously. Each parcel is carefully packed and labeled by hand.

As we are eco-friendly, we use recycled or used papers as long as the products are safely wrapped in the parcel.

Once your order is processed, your purchase will be packed and transfer to the Japan Post Office as soon as possible. We are based in Fukuoka, Japan and all your orders will be shipped from here. Every order is prepared within 48 hours after the payment confirmation (except Saturdays, Sundays and Japanese holidays). If there should be any unexpected delays, we would inform you by email.

As soon as your parcel is taken care of by the carriers, you’ll receive a shipping confirmation e-mail with all the informations you need.

II. About Shipping Method

All packages are shipped from Japan. We use the “Japan Post” Japanese Postal Service, allowing you to chose 2 different shipping methods:

- Economy AIRMAIL shipping 
- Express shipping (EMS)



III. About free shipping campaign

We provide free shipping for all orders exceeding $35.
Totoro shop will decide on which shipping method to use. Most of the parcels will be sent by SAL or normal airmail method.

 

IV. SHIPPING Schedules and features

There are different shipping methods. Choose carefully the one that best suits you. There are two shipping types for international mail: -

- Economy AIRMAIL shipping 
- Express shipping (EMS)

Customers can choose rates and number of delivery days according to their individual needs.

Average time from the Japanese Post Service. Depends on the countries and periods during the year. 

IV. DELIVERY ISSUES

Whatever you do, please send us an email first with your order number!

We believe that good service and happy customers are of utmost importance for a successful business. We will always be here to listen to every complaint and try to find the best solutions for all. Please contact us if you have any questions or complaints, and we will do our best to satisfy you. You will find below the different policies we usually apply in case of different problems. Please send an e-mail including your order number here


Damage: If a product has been broken or damaged during the delivery, please e-mail us as soon as possible after receiving it and include pictures of your damaged item. We will respond quickly. 

Mistake: We are terribly sorry, please accept our sincere apologies. Contact us immediately.

Parcel returned back to us: If your parcel has been returned back to us, we'll contact you to reship it. Depending on the reason (unknown or mistaken address, unclaimed parcel), the re-shipping cost may lie with you or with us.
If the "mistake" was not on our side, the customer has to pay the shipping fee again and we will not accept a cancellation without keeping the shipping fee.

V. RETURN POLICY

If you are not entirely satisfied with your purchase, we're here to help.

Returns:

You have 7 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging.

Refunds:

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment).

You will receive the credit within 5 days, depending on your card issuer's policies.

Shipping:

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non­refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

VI. TAXES & CUSTOM FEES

Import duties and tariffs are not included in the price of your product. These supplementary costs are the customer’s responsibility

Customs duty and other taxes may be charged when a shipment reaches your country. If applicable, please pay those costs directly to the delivery agents or the customs office. Policies on those taxes vary in each country. Please contact the customs office at your country for more details.

You understand that when you purchase from us you are importing goods from Japan, and as such, certain import duties or tariffs may be charged by your local customs agency. The amount charged will depend on the total price and type of products in your order. Since the rate of duty differs from country to country, we must ask the customer to find out if and how much duty you will be required to pay. This information is usually freely available on customs agency websites.

Be aware that we will have to display the full value of your purchase on the customs label with no exception.

U.S.A customs - Canada Border Service Agency - Douanes Belge - Douanes Suisse - Germany, Zoll - UK customs - Australia

VII. EMAIL

If you have sent us an email and you’re expecting a reply. Make sure to check you spam mail box. Sometimes our email can be misplaced by your mail provider and wrongfully being put in the spam box.