FAQ

How are your products sourced?

We offer a range of print on demand items from the United States and a selection of items from Japan that are ready to ship now.

Are your items authentic (plush, stickers, etc?)

Yes! All of our merchandise is 100% authentic and 100% licensed! Depending on the product, it may ship from one of our distributors from either the USA or Japan!

Where is your company based?

We have offices in both Japan and the USA. Depending on the products ordered, you items may ship from multiple locations. This is completely normal and not something to be concerned over!

How should I care for my garments?

We strongly recommend washing by hand and hang drying to best retain the original quality of the print and fabric. Be sure to fold the garments inside out prior to washing, and washing with cold water and drying on low heat!

Most apparel comes with care instructions. Please be sure to follow the care instructions closely.

I pre-ordered an item, when will it ship?

Please be sure to read any pre-order listing closely for important information in regards to arrival/shipping!

As nearly all of our pre order items are imported, we are at the mercy of waiting for shipping couriers to deliver the merchandise to our distribution locations. We kindly ask for your patience if you are to place an order for one of these items! We assure you though, we will process your order as quickly as we can once the merchandise arrives!

Pre-orders are locked in once placed and cannot be cancelled. Please be sure to read the listing information prior to placing your order!

How long does it take to get my items?

Most of our items ship direct from Japan. Due to the speed of international mail, please allow at least 4-5 weeks for delivery.

For Print on Demand merch:
Typically distribution happens to the facility closest to your location. Please give between 2-5 weeks for your items to arrive (usually it's less than that)!

For Plush:
Depending on the item, some plush will ship from within the USA and others from our warehouse in Japan! Approximately 1-5 weeks!

Imported/In Stock Merchandise:
Items arrive within the USA typically within 1-2 weeks!

*NOTE ABOUT USPS*

Please be patient with the postal service! If your tracking shows no movement or update in 12 business days, please feel free to reach out to us and we will look into the matter!

Do you ship to my location?

**We will ship to customers in North America, Central America, Latin America, United Kingdom, Europe, Australia, and New Zealand.

Customs Charges, Duties & Import Taxes

Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility. Unfortunately, there is no way we can tell how much these charges will be. For more information regarding your country’s custom policies contact your local customs office. 

If customs fees and charges are refused at the time of delivery, your order will be returned to us. Once we receive your package, we can refund you for your purchase. If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.


How do I make sure I order the right size?

All apparel product pages contain exact sizing information. We recommend double checking your measurements before placing your order. Thanks!

If you are unsure on the sizing, please order a size up! We do not allow exchanges or refunds for incorrect sizing.

What if I make an order and need to change my address?

No Problem! Just send us an email at info@tokyoscope.com with your name, order number, and your correct shipping address within 24 hours of ordering and we can fix it.

How do you handle Returns/Exchanges:

Due to the nature of our items and their limited availability, items are sold as is and we are unable to offer refunds or exchanges.

All sales here are final. Thanks for your understanding!

What if I have Incorrect/Missing/Damaged items?

If you are missing an item or have received an incorrect item with your order, please contact us including the following information:

Order number

Wrong item received

Missing item

 If your item appears to have a manufacturing defect (e.g.: misprinted, hole in fabric, etc.), please contact us at gloomybear@octas.jp and make sure to include the following information:

Order number

Defective item

Description of the defect(s)

Picture of the defect(s)

What if I need to cancel my order?

If you need to cancel your order please send us an email right away at info@tokyoscope.com . Please note we cannot honor order cancellations if they are received more than 24 hours after the initial order is made.

Any other questions?

Email us direct at gloomybear@octas.jp! Thanks!