Customer Service Support:

Need to reach us?

For information regarding online purchases and for further contacts please see below.

Online Customer Servicehello@tokyobay.com  

Repairs, Warranty & Replacements |  hello@tokyobay.com 

1-800-653-1771

Wholesale Enquiries | morgan@tokyobay.com

Mail in repairs:

Attn: TOKYObay Repairs (NEW LOCATION!)
6180 Olson Memorial Highway, Golden Valley, MN 55422

PHONE | 1-800-653-1771 

HOURS | Mon–Fri 9a.m.–5:00pm CST

 

Payment Methods:

TOKYObay accepts Visa, Mastercard, AmEx, Discover and PayPal.

 

Shipping:

At this time TOKYObay only ships within the United States and Canada.

Orders placed Monday–Friday before 1pm PST will ship within 2 business days pending availability of product and credit verification. All orders placed after 1pm will begin processing on the next business day and ship within 3 business days (excluding listed public holidays).

Continental United States

Standard shipping is via USPS First Class Mail. We also offer Priority Mail, FedEx 2nd Day or Next Day Air shipping options for an additional fee.

Orders shipped outside of Minnesota will not be charged sales tax. Orders shipped within Minnesota will be charged sales tax under law.

Alaska & Hawaii

We do not offer 2nd Day or Next Day Air shipping options for Alaska or Hawaii at this time.

Canada

We ship via USPS International 1st Class at a flat rate* of $15.00 with a 14 business day ship time. (*Note: flat rate applies to packages under 4lbs. Increased rates may apply for heavier packages.)

OR

We ship USPS International Priority Mail at a flat rate of $30.00 with a 6-10 business day ship time.

Return Policy

Returns and exchanges are accepted within 30 days of purchase. If an item is purchased for the holiday season in November/December, we will accept product within 60 days of purchase. Goods must be in original condition in packaging with tags attached. Original condition means that there are no scratches, marks or blemishes on the product. The product must not have been sized or altered in any way.

To receive a prepaid return label contact Customer Service via email at hello@tokyobay.com or phone at 1-800-653-1771 ext:2.  Please note this service is only available for US Customers.

Gifts With Purchase – Free or discounted items shipped as promotional gift with purchase must be returned along with the qualifying item in the original condition as described in the Standard Return Policy. The retail value of a gift with purchase not returned with the qualifying item will be deducted from the refund or credit amount.

We accept returns for tokyobay.com orders only.  Purchases made from other online retailers or from local stores must be returned to the original point of purchase.

TOKYObay will refund the cost of the item(s) to the credit card used for original purchase. TOKYObay does not refund original shipping charges, return shipping charges or accept C.O.D. deliveries.

Your refund will be processed within 3–5 business days of receiving the goods back in our warehouse. You will be notified by email when the transaction has taken place. Any returns that fail to meet the above return policy requirements will not be credited. 

Steps for Return or Exchange:

STEP 1. Pack the merchandise to be returned so it will reach us in new condition.

STEP 2. Mark the appropriate reason for return or exchange on your invoice, or copy of the invoice, and pack it in the box. Please let us know how to reach you, make sure that your name, address, phone number and email address are included.

STEP 3. Enclose invoice and return to the address on the back of the form with your preferred carrier.

STEP 4. When we receive your return package from UPS/MAIL we will e-mail you the status of your return. Your request for return or exchange will be processed within 3-5 business days of receiving your return, provided it meets all of the above requirements.

 

Warranty:

Watches

5-year limited warranty on all watches from the date of purchase from an authorized dealer. If your watch malfunctions due to a manufacturer defect with the movement, hands, or dial within five years from the date of purchase, we will repair or replace upon inspection.

This 5-year limited warranty excludes:

  • Normal wear and tear
  • Batteries and/or damage done by improper battery replacement
  • Watch bands
  • Accidental scratches or abrasions to the crystal, case, or buckle
  • Over exposure to water
  • Damage from general abuse or mishandling
  • Alterations or parts not supplied by TOKYObay

TOKYObay Collectibles

1-year limited warranty on all collectibles from the date of purchase from an authorized dealer. The warranty covers manufacturer defects. If your collectible malfunctions due to a manufacturer defect within one year from the date of purchase, we will repair or replace upon inspection.  WARNING: CHOKING HAZARD.  Not for children under 3 years.

This 1-year limited warranty excludes:

  • Normal wear and tear
  • Batteries and/or damage done by improper battery replacement
  • Accidental scratches or abrasions to the crystal or body
  • Exposure to water
  • Alterations or parts not supplied by TOKYObay

Accessories

1-year limited warranty on all accessories from the date of purchase from an authorized dealer. The warranty covers manufacturer defects. If your accessory malfunctions due to a manufacturer defect within one year from the date of purchase, we will repair or replace upon inspection.

This 1-year limited warranty excludes:

  • Normal wear and tear
  • Exposure to water

Important:  A proof of purchase is required for all warranty claims, so please keep your receipt. If your watch was purchased from our website, the order number or email receipt will serve as proof of purchase. Otherwise, a receipt from the authorized dealer where your watch was purchased must be provided.

 

Repair:

Out-of-warranty repairs will be subject to costs below. Any other repair costs not listed below will be determined by the repairs department customer service. Prepayment is required. International repairs will be charged the standard shipping rate.

TOKYObay is not responsible for any lost or stolen items during transit so sending product to us with a tracking service is recommended.

Watch Band Replacements: 

$25.00-$35.00 strap replacement fee. Please email us a picture of your watch to hello@tokyobay.com for help determining the price of your watch band.

After you work with a customer service representative, send your watch to the repair dept. address below and enclose a note stating you would like a strap replacement, a return address, daytime phone number and check payable to Tokyobay for the amount determined.

If you would like to replace the strap yourself, please call 1.800.653.1771 to order the right size/style for your watch and pay by credit card over the phone.

You can also contact hello@tokyobay.com for support

Note: If you live in Minnesota and wish to send a check, you will have to include an additional sales tax on the above fee. Contact us for current rates.

Battery Replacements:

$15.00 for battery replacement. Send your watch to the repair dept. address below and enclose a note stating you would like a battery replacement, a return address, daytime phone number and check payable to Tokyobay for $15.00. You can also contact hello@tokyobay.com for support. 

Note: If you live in Minnesota and wish to send a check, you will have to include an additional sales tax on the above fee. Contact us for current rates.

Watch Crystal Repair:

Ranges between $35.00 - $55.00 (depending on the model of the watch) for replacement. You must contact hello@tokyobay.com with a repair request before sending it to us. We will get back to you within 2 business days.

Repair Mail In Address:

TOKYObay Repairs (NEW LOCATION)
6180 Olson Memorial Highway, Golden Valley, MN 55422

Q and A:

Q. Are your watches waterproof?
A. No they are not. All of our watches are water-resistant up to 3ATM. Please do not submerge the watch in water or expose to extreme temperatures. Things like washing your hands, getting it splashed and day to day perspiration are all part of normal wear but we do not recommend you expose our watches on a continued basis to water and soap i.e. bathing/showering. The majority of our watches use Italian leather straps and antiqued finishes, which means they are not designed to endure constant contact to these conditions. If it does accidentally get submerged in water and stops working, contact hello@tokyobay.com and we can normally fix your watch and replace damaged straps for a fee. Please see above for further info on our watch warranty.

Q. What type of battery do your watches use?
A. All of our watches use standard disc batteries, available anywhere batteries for watches and clocks are sold. Average life for a watch battery is 12 to 18 months. Changing a battery without the correct tools can damage the metal and delicate movement inside the watch, please seek a professional for help with this or contact our repair department.

Q. What materials are used in your watches?
A. Full grain genuine leather, cotton, silk, nylon, vinyl, optical acetate, mineral glass. No exotic or endangered skins used. Metal used: Stainless steel, brass, nickel-free alloy, iron. Plating material: Nickel-free plating which may have a gloss, matte, antiqued finish or patina. Some of our watch leather bands and small leather goods are designed using an oiled and/or uncoated, natural leather allowing its unique characteristics to develop with time and wear. Slight variations in texture and color should be expected and are not a manufacturing defect. With this treatment process, the leathers have not undergone any waterproofing treatment, therefore grime and moisture may cause staining and deterioration. Many of our watch straps use a suede or composite leather backing stitched onto the genuine leather strap for further durability and comfort.

Q. How are your watches packaged?
A. Each watch is individually gift packaged and protected in a sleek black TOKYObay presentation box and printed warranty included.

Q. Does TOKYObay have a storefront?
A. No. We currently only sell through our online store and selected retailers nationwide and internationally.

Q. Does TOKYObay price match?
A. Yes, we do match the price within 14-days of purchase. 

     

      The following limitations apply:

  • Item must be identical (size, color and model number).
  • Price must be listed and valid at time of request.
  • One price match per identical item.

      Exclusions:

  • Prices from, or on behalf of Marketplace and third-party sellers
  • Items marked as clearance, close out or liquidation.
  • Prices shown Thanksgiving Day through Cyber week.
  • Pricing due to typographical errors.
  • Shipping/delivery charge will not be included in the price comparison.
  • “Free Gift with Purchase” offers.

Contact hello@tokyobay.com for all price match requests, please include your order & item number.

Keeping You Safe:

TOKYObay will not sell or share your information with any other entity.

TOKYObay uses Secure Socket Layer (SSL) technology to protect the security of your credit card information as it is transmitted to us. SSL uses an encryption program to scramble the information you provide, as it travels from your computer to our website’s servers. For your safety and security, TOKYObay does not save or store your credit card information once your order has been processed. You will need to enter your billing information each time you make a purchase with us.

We reserve the right to change these policies at any time


 
TOKYObay Time Well Spent