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Customer Support

Frequently Asked Questions

Yes, we provide detailed ingredient and allergy information for food and supplement products. We also categorize items based on common dietary restrictions to help you make informed choices.
We regularly add new products to our catalog, from retro collectibles to modern lifestyle goods. Follow us on social media to stay updated, or feel free to contact us if you're looking for a specific item—we accept product requests!
Shipping fees depend on your destination, chosen shipping method, and the total weight of your order. Heavier items like drinks or large products will increase the shipping cost. You’ll see the total shipping fee and package weight at checkout.
For reference, you can check the estimated rates directly on the Japan Post International Shipping Fees page (English).
Yes, depending on your country, customs duties or taxes (like VAT) may apply. These charges are not included in your order and must be paid by the customer upon delivery. Please check your local regulations before placing a high-value order.
Yes—if your order hasn’t shipped yet, you can cancel it for a full refund. Once shipped, cancellations are no longer possible
Yes. We offer product request services and accept preorders for limited or upcoming items. Contact us for more info.
Yes! You can select gift wrapping or special packaging during checkout.
Please email us at contact@tokyo-bridge.com.
(We do not respond to inquiries on social media platforms.)
Response time is 1–2 business days.
Yes. All items are 100% genuine and sourced directly from Japan.
Most products are brand new.
Used items (like retro games or consoles) are clearly labeled on each product page.
PayPal charges higher transaction fees and has stricter dispute policies, so we apply a small surcharge for PayPal payments.

We accept:

  • Credit Cards (via Stripe)

  • PayPal (subject to additional fees)

  • Google Pay, Apple Pay, and other methods depending on your region

All items are carefully inspected before shipping. We are not responsible for damage during transit.
We recommend selecting “Extra Packaging” at checkout for fragile or high-value items.

Customers are responsible for return shipping costs. We recommend using a trackable service.
Once we receive and inspect your returned item, your refund will be processed to the original payment method.

  • Returns accepted within 30 days of delivery

  • Items must be unused, unopened, and in original packaging

  • Food and consumable items are non-returnable

Once your order is shipped, we will send you a shipping confirmation email with tracking details (if tracking was selected).
Please note: Our shipping is not like a pizza delivery service. Once shipped , tracking must be done via your local postal service and we are no longer responsible for tracking or delivery issues. We strongly recommend selecting the tracking option to locate your parcel and contacting your local post office in case of delays. We cannot provide delivery updates after shipping.

For Japan Post tracking, please use the following link:
👉 https://trackings.post.japanpost.jp/services/srv/search/?locale=en

Yes. Some methods like EMS include tracking by default. For others, it's available as an optional add-on during checkout.

We offer several options:

  • Gift packaging

  • Reinforced/extra packaging (recommended for fragile or valuable items)

  • Priority delivery (EMS)

  • Tracking number option (included with EMS)

We ship worldwide, except to a few restricted countries. Click here to see the full list of excluded destinations.

Processing takes 1–3 business days depending on product stock.
Delivery time varies by destination and shipping method:

  • EMS (Express Mail Service): approx. 2 to 10 days

  • Registered Airmail: approx. 5 to 14 days

  • Surface Mail (by boat): approx. 2–4 weeks or longer

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