Shipping and Delivery Policy

Effective Date: October 2, 2024

1. General Policy

At Tokyo Fishmarket, we are committed to delivering a premium shopping experience, inspired by the exceptional service quality found in Japan. Due to the exclusive and collectible nature of our products, all sales are final. Refunds or exchanges are only granted under specific circumstances outlined below or in our comprehensive Refund Policy.

2. Shipping Policy

2.1 Carrier Selection

We prioritize working with trusted carriers, including Canada Post, DHL, FedEx, UPS, and others. However, the selection of the carrier remains at our sole discretion. Requests for specific carriers will not be accommodated.

2.2 Customs, Duties, and Taxes

All orders are shipped from Canada. Any applicable customs duties, import taxes, or fees imposed by your country are your sole responsibility. These charges are not included in the purchase price or shipping fees. Please ensure you are familiar with your country's import regulations before placing an order.

2.3 Signature Requirement

For added security, all shipments—when the service is available—require a signature upon delivery to confirm receipt. Please ensure someone is present at the delivery address to sign for the package.

2.4 Shipping Exclusions

We are unable to ship to certain cities or countries that are excluded by major retailers and global carriers. This includes regions with unstable shipping services or embargoes. A detailed list of restricted locations will be provided during checkout.

2.5 Damage, Loss, or Theft

While we strive to ensure safe delivery, Tokyo Fishmarket is not liable for damages, losses, or theft occurring during transit. In such cases, we encourage customers to provide detailed information about the incident so we can initiate a claim with the carrier.

• A police incident report may be required for theft cases.
• Upon conclusion of the carrier’s investigation, we will work towards a resolution that benefits the customer.
• If a second incident occurs with the same address, we reserve the right to classify the address as ineligible for future orders, and the associated customer account will be terminated.

For these reasons, we strongly advise being present to receive your delivery.

2.6 Delivery Timeframe

Orders typically take 3 to 12 business days for delivery. If you do not receive your package within 30 days, please contact us so we can initiate an inquiry with the carrier.

2.7 Delays Beyond Our Control

We are not responsible for delays caused by strikes, customs processing, or other unforeseen circumstances affecting carriers. If delivery services in your region are experiencing disruptions, we recommend exercising caution before placing an order.

2.8 Non-Refundable Shipping Fees

Except in cases determined otherwise by Tokyo Fishmarket, shipping fees are non-refundable. Once an order has left our warehouse, cancellations and refunds will not be accepted.

3. Return and Refunds Related to Shipping

This section pertains specifically to issues related to shipping damage, loss, or delivery problems. For general refund policies, please refer to our Refund Policy.

3.1 Damaged Items During Delivery

If an item arrives damaged, we are here to assist you. To ensure a smooth process, please follow these steps:

1. Notify Us Promptly
   • Contact us within 7 calendar days of receiving your order.
   • Provide a detailed description of the damage along with high-resolution photographs showing the item and its packaging.
2. Assessment and Resolution
   • Once your claim is reviewed, we will determine if a replacement or refund is appropriate.
   • If a replacement is not possible due to limited stock, a refund will be issued.
3. Additional Documentation
   • For cases involving theft or significant damage, we may request an incident report from your local authorities to support the investigation.

3.2 Return Process for Eligible Items

If your item is deemed eligible for a return:

1. Authorization Required
   • Obtain a Return Authorization (RA) Number by contacting our support team. Returns without an RA will not be accepted.
2. Secure Packaging
   • The customer must return the product in its original box with all included items, such as manuals, protective materials, and accessories.
   • If any items are missing, such as the protective box or manuals, the refund will be canceled.
3. Packaging Requirements
   • If the original shipping box is no longer available, the customer must package the product as safely as possible in a box of the same size as the original.
   • Returns sent in undersized or oversized boxes will be rejected and returned at the customer's expense.
4. Fraud Prevention
   • In cases of deceptive attempts to claim refunds or returns, the customer account will be terminated without reimbursement, and a complaint will be filed with the relevant authorities.
5. Inspection and Refund Timeline
   • Returns are inspected upon receipt. Refunds or replacements are processed within 10 business days if the return meets all criteria.

4. Repeated Incidents

To protect the integrity of our service:

• If a claim for damage, loss, or theft is made twice for the same address, we will classify the address as ineligible for future orders.
• The associated customer account will be terminated.

5. Contact Us for Assistance

For any concerns related to shipping, returns, or refunds, please contact us:

• Email: support@tokyofishmarket.com
• Address: Montreal, Quebec, Canada