Delivery & Products problems

Missing or Wrong Items

TODOKU Japan will confirm the situation and respond by one of the following:

◉We will reship the missing items.(s).
◉Issue a refund for the applicable item(s).

Lost or Damaged Packages

In the unlikely event that your package has been lost or the contents arrive damaged, FedEx or Japan Post’s Compensation Program may be applied.
You will be required to notify the local postal authorities of the contents of the lost or damaged package.
Upon the arrival of a damaged parcel, please contact Customer Support immediately and try to keep the package in its original condition.

When a Package Does Not Clear Customs

Customers are responsible for paying any import taxes imposed by the laws or regulations of the destination country or region.
However, if the package is denied entry by local customs, TODOKU Japan will compensate you for the product. Written notification or documentation from customs authorities is required. Please contact us if your package is being held by customs.