Shipping policy
Shipping
Tokyo Pen Shop orders ship from Iowa, U.S.A. Orders usually ship within 72 hours of being processed online. Tracking may not update until 24 hours after being marked as shipped. Shipping address must be in Roman letters/Arabic Numerals, i.e. ABC/123.
Postal Rates
United States (Including U.S. Territories) - Free shipping for orders over $35
We offer shipping to the following countries:
Argentina
Australia
Austria
Belgium
Bahrain
Brazil
Canada
Cape Verde (UPS only)
Czechia
Denmark
Finland
France
Germany (UPS only)
Greece
Great Britain / UK
Hong Kong
Hungary
Iceland
India (UPS Only)
Ireland
Israel
Italy
Japan
Kuwait (UPS Only)
Luxembourg
Malaysia
Mauritius (UPS Only)
Mexico
Netherlands
New Zealand
Norway
Poland (UPS only)
Romania
Saudi Arabia (UPS Only)
Singapore
Slovakia
Spain
Sweden
Switzerland
Taiwan
Turkey
UAE (UPS Only)
Vatican City
If your country is not listed here, we do not offer shipping to your country. Please let us know if you would like your country to be added, or try a forwarding service.
Customs
US Customs requires a full legal recipient name (First name, Last name) to be included as part of a complete shipping address. Shipping addresses that do not include a full legal recipient name may be returned to Tokyo Pen Shop. In these cases, the shipping cost will not be recoverable, and customers are responsible for the cost of reshipment if they choose to do so.
Customs fees are not collected by Tokyo Pen Shop. Customs fees or duties may be applied by your country when you receive products from us. Estimation of these costs is difficult, but you may use online tools such as an online duty calculator to investigate possible costs for yourself.
Tracking information will be sent once an order has shipped. It is the customer's responsibility to pay any customs duties and collect their package from customs. The addressee MAY receive information from the postal service in their country on how and where he/she can pick up the package. The addressee also MAY NOT receive any information from their Postal service.
We recommend keeping a close eye on your order's tracking information, both via the USPS link/website, and the website of the USPS partner postal courier in your country. Often USPS tracking ends once a package enters your country. Your local postal service likely will have additional tracking information using the same tracking number.
Tokyo Pen Shop cannot be responsible for packages not collected from customs, and will not be able to offer shipping refunds on orders returned to us for this reason. If your package is not returned to Tokyo Pen Shop by customs, we will not be able to offer a refund of your purchases.
Troubleshooting
Undelivered Items:
If your tracking information shows that your package was delivered, but you can't find it, please check out our FAQ Page for next steps.
Damaged Items:
Please contact us within 7 days of your order delivery if you have received a damaged item. Send an email to returns@tokyopenshop.com and include your order number and pictures of your issue if possible.
Returns and Exchanges:
Due to the consumable nature of our merchandise, we do not accept returns on used items. Contact us within 14 days of receiving your order if you wish to return your unused item and we will provide you with an RMA number. Returns are not accepted without an RMA number. Please note: If your return drops you below the free shipping threshold on your original order, the original shipping cost will be deducted from your return.
Exchanges are possible in the form of store credit. Contact us within 14 days of receiving your item if you wish to arrange to return your item for store credit.