FAQs
How does WAZA Tokyo ship?
Your product will ship from Seattle, WA, USA. If the item is out of stock, please contact us at info@wazatokyo.com. We ship to all 50 states in the United States. We do not ship to P.O. Boxes.
Do you ship outside the US?
It depends as various importation rules depend on the country. Don't hesitate to get in touch with us if you would like to send it outside the US.
What is your return policy?
We want you to be more than satisfied with your purchase so if for any reason you are not happy with your purchase, please complete the return card included in your box, attach it to your original packing slip and include it along with the product to return and contact info@wazatokyo.com. We will provide the return address. For more details, please see our Return Policy here.
How are gift returns handled?
We can only offer WAZA Tokyo credit for gift returns. Please contact us at info@wazatokyo.com for credit and return information.
Can I get a refund on special orders?
Special-order products cannot be canceled and are non-returnable.
Can I exchange an item?
Since we have limited quantities, we cannot offer exchanges. You may return the item and purchase a new one.
What if breakage occurs during shipping?
We carefully package our products, but sometimes breakage occurs during shipping. If this occurs, please email us at info@wazatokyo.com within 5 days of receiving the product with a description of the damage, your customer information including name, address, invoice number, tracking number, product number, and a photo of the damaged product, shipping material, and box. We also ask that you do not discard any shipping material, boxes or damaged goods so that it may be inspected by the carrier so that we can process the claim. We may ask you to ship the broken product to us at our expense. Many of our products are difficult to reproduce, but we will email you an estimated ship date. In some instances, since our products are often one-of-a-kind, we may not be able to replace your product, in which case we will issue a full refund. Unfortunately, we cannot guarantee a replacement.
What if the product is backordered or out of stock?
Since our products are handmade and shipped from Japan, there may be items that are backordered or out of stock. Please contact us at info@wazatokyo.com; we will do everything possible to fulfill your order.
Can I cancel or change an order?
Please see our cancellation policy.
Do you offer gift wrapping?
Yes! See our gift-wrapping page for more details.
Questions?
If you have any questions, please contact us at info@wazatokyo.com.
