Frequently asked questions
[Shipping information]
Q. I would like to specify or change the delivery date.
A. We apologize, but we do not accept requests for delivery dates and times. If you wish to change the delivery date and time, please contact the delivery company yourself using the "Inquiry Number" listed in the shipping completion email.
Q. I received a notification that the shipping was completed, but I would like to change the delivery address. Can you still make it now?
A. We cannot change the delivery address for products that have been shipped. We apologize for the inconvenience, but please use the "Inquiry Number" listed in the shipping completion email to contact the delivery company yourself.
Q. If the delivery address is different from the address of the person who placed the order, what will happen to the delivery note?
A.If the delivery address and the address of the person placing the order are different, the delivery note will not be included. If you require a separate delivery note, please contact us at the email address below. staff@tonkachi.co.jp
Q. The item I received was damaged. What should I do?
A. We take every precaution to ensure quality, but if there is any damage or defect, please send us your order number and customer's name, a photo showing the condition of the product - a damage to the product - a damage to staff@tonkachi.co.jp. *Please contact us within one week of receiving the product. Please note that we cannot accept returns or exchanges if the product has been received more than one week.
Q. I couldn't receive the item and it was returned.
A. Items returned after the delivery company's storage deadline has passed will be automatically cancelled.
*If you are absent for a long period of time or refuse to receive the item due to customer's convenience, we may not be able to accept future orders, so please be sure to receive the item.
*If you are forced to be unable to receive the item, please contact us at the email address below within the storage period. staff@tonkachi.co.jp
[About orders]
Q. I haven't received an order completion email or a shipping completion email after placing an order.
A. As a countermeasure against spam from Docomo, au, or SoftBank, if the default settings are set to "reject emails from your PC," or if the email sender is restricted (such as domain-specific reception), it may be considered a PC email and the recipient may not be able to reach the other party.
Please set your reception settings at staff@tonkachi.co.jp.
Q. After ordering, I ordered another item. Can you ship it all together?
A. We apologize, but due to our system, we cannot ship different orders together.
Q. Can I change the quantity or contents after placing an order?
A.We apologize, but due to our system, we cannot change the quantity or contents after placing your order.
Q. Can I ship regular and pre-ordered items at once?
A. We apologize, but we cannot ship regular and pre-ordered items in bulk.
Q. Can I order by phone?
A.We accept orders over the phone only for items in stock at our direct store.
[TONKACHI,6]
Phone number: 03-5428-5162
Opening hours: 12pm-7pm (Irregular holidays)
*Cash on delivery is the only payment method.
*An additional cash on delivery fee of 550 yen (tax included) will be charged.
Q. Can I issue a receipt?
A. When placing an order, please write in the message field that you would like to have a receipt issued.
Q. I can't proceed from the order screen.
A. If you are unable to proceed from the order screen, please try the following method.
1) If you can't proceed to the next screen, click Reload on that screen (on a smartphone, in the upper right arrow)
②If you hear "Do you really want to submit this form?", click "Submit."
③When you return to the original screen, select the appropriate area again and click the "Next" button again.
If the above method does not resolve your problem, please update your browser to the latest version and try again.
Q. I would like to return it.
A. Please note that we do not accept returns due to customer convenience.
*To prevent any problems such as returning items not being delivered, please be sure to return them using a delivery method that can be used for tracking services such as courier or Yu-Pack.
*We cannot be held responsible for any problems such as damage or loss during return, so please refrain from using regular mail or mail.
[Regarding member registration information]
Q. I would like to change my membership registration information.
A. You can change your membership registration information from your My Page.
*It is not compatible with smartphones, so please change from your computer.
Q. I would like to cancel my membership registration/mailing list registration.
A. Please contact us using this link.
We will cancel your membership registration.
https://shop.tonkachi.co.jp/pages/newsletter-unsubscribe
[About wrapping]
Q. I would like to send it to a celebration item. Could you arrange a gift wrapping?
A. We do not offer gift wrapping services.
Q. Are there any free wrapping services available?
A. We do not offer free wrapping services. If you would like wrapping, please purchase a paid wrapping (550 yen including tax).
*Wrapping cannot be purchased separately.
Q. Since it's for a gift, can you avoid putting anything that shows the price?
A.If you have purchased wrapping and the delivery address is different from the person who placed the order, we will not include items with which the price is known.
*Some items such as books whose prices are listed on some products will remain the same.
[About overseas shipping]
Q. Do you ship overseas?
A. We also accept overseas shipping. It will be shipped via EMS (Express Mail Service). However, if shipping overseas, international shipping costs will be added.
For shipments to the United States, orders over $100 are delivered via shipping methods other than EMS. Please note that due to changes in shipping methods, additional shipping charges will be charged.
(Updated September 2025)
[Purchase process]
① Purchase using the same procedure as for domestic shipping
*Enter your overseas address in the shipping address
*Payment methods can be credit card only
②After calculating the weight of the product, we will contact you with additional shipping fees.
*Due to the system, we are paying 715 yen shipping fees when you place your order, so we will charge you an additional amount minus 715 yen from the international shipping fee.
③Please check the shipping fee and reply
④We will arrange delivery
*Depending on the country where the product is delivered, customs duties may be imposed upon arrival of the product. Please note that all costs incurred for such customs clearance procedures will be borne by the customer.
Additionally, customs clearance procedures vary depending on the country of delivery, so please contact the customs office that has jurisdiction over your region for details.