Help Center

Orders may only be canceled before they have entered processing or shipment.

If you need to request a cancellation, contact us as soon as possible. We will make every reasonable effort to accommodate your request, but cancellations cannot be guaranteed. Once an order has entered processing or has shipped, it cannot be canceled.

Yes. Local customers may select store pickup during checkout when the option is available for their order.

Your purchase is still considered a Tokiyaco.com online order even though it is being picked up at our physical store.

Please bring your online order receipt or order confirmation and a valid photo ID.

We use this information to verify the order and make sure it is released to the correct customer.

Most in-stock orders are processed within 1–3 business days after payment has been successfully received.

Processing may take longer during product launches, holidays, sales events, periods of high order volume, or weather-related disruptions. Business days are Monday through Friday, excluding U.S. holidays.

When tracking is available, you will receive a shipping confirmation email containing your tracking information after your order ships.

Please allow time for the carrier’s system to update after receiving your tracking number.

Unless otherwise required by applicable law or expressly stated in our policy, all purchases made directly from Tokiya Company LLC are final sale.

This includes purchases made through Tokiyaco.com, our physical retail location, and other direct purchases from Tokiya Company LLC.

We do not accept returns, exchanges, or refunds for reasons such as change of mind, buyer’s remorse, ordering the wrong item, accidental purchases, or preference for another product.

Please contact us within 7 days of delivery. We may request your order number and photographs of the item, shipping packaging, and shipping label.

If we determine that the issue resulted from a Tokiya fulfillment error, we will work with you on an appropriate resolution.

Please contact us within 7 days of delivery if an item arrives significantly damaged during shipping.

Keep the item and its packaging and be prepared to provide photographs of the product, shipping box, packaging materials, and shipping label. Depending on the circumstances, an appropriate resolution may include replacement when available, store credit, or a refund.

No. Tokiya employees cannot hold merchandise for customers. Product availability can change, and merchandise remains available for purchase until a transaction has been completed.

No. Because Mystery Packs are sealed randomized products, all Mystery Pack sales are final.

If you believe your Mystery Pack does not match the advertised pack type or there has been a packing error, please contact Tokiya and provide information about your purchase and the item received.

Our team will review the issue and determine an appropriate resolution when warranted.

Purchases made through eBay are subject to eBay’s applicable order, shipping, return, refund, buyer protection, and dispute-resolution policies.

Please access the applicable order through your eBay account to view available options.