Customer Service Support:

Need to reach us?

Online Customer Service | hello@tokyobay.com

Repairs, Warranty & Replacements | hello@tokyobay.com

Phone | 1-800-653-1771 

Wholesale Inquiries | hello@tokyobay.com

 

Repairs:

PHONE | 1-800-653-1771

EMAIL | hello@tokyobay.com

HOURS | Mon–Fri 9:00 a.m.–5:00 p.m. CST

 

Payment Methods:

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

 

Shipping:

TOKYObay ships within the United States and Canada.

Standard shipping within the continental US is free.

June 2022 Through Labor Day September 5, 2022

Monday – Thursday: Orders received before 3:00 p.m. CT will ship within 1 business day pending availability of product and credit verification.  All orders placed after 3:00 pm CT will begin processing on the next business day and ship within1 business day (excluding listed public holidays).

Friday: Orders received before 11:00 a.m. CT will ship within 1 business day pending availability of product and credit verification.  All orders placed after 11:00 am CT will begin processing on the next business day and ship within1 business day (excluding listed public holidays).

September 6, 2022 - May 2023

Monday – Friday:  Orders received before 3:00 p.m. CT will ship within 1 business day pending availability of product and credit verification.  All orders placed after 3:00 pm CT will begin processing on the next business day and ship within1 business day (excluding listed public holidays).

Continental United States

Standard shipping is via USPS First Class Mail. We also offer Priority Mail (1-3 business days), 2nd Day or Next Day Air shipping options for an additional fee. Express shipping is not available on Blue Light Glasses orders.

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.

Canada

We ship via USPS International First-Class Mail with a 14-business day ship time.

OR

We ship USPS International Priority Mail with a 6-10 business day ship time.

NOTE: We are not responsible for shipping delays due to customs processing.

Incorrect Shipping Address Provided: Packages that are returned because of an incorrect address provided by the customer will be subject to an additional shipping charge. This shipping charge will apply even if you were not originally charged shipping under a free shipping promotion or if free shipping was selected. Requests for packages to be reshipped will be subject to a reshipping fee. If the package is returned and we have not been contacted the order will be refunded back to the original form of payment.

 

Return Policy

*Free gifts, including free items received during the Black Friday Buy 1, Get 2 Free Sale are not valid for free returns & exchanges.

Returns and exchanges are accepted within 30 days of purchase, with a limit of one exchange per order. If an item is purchased for the holiday season in November/December, we will accept returns until January 31st. Goods must be in original condition in packaging with tags attached. Original condition means there are no scratches, marks or blemishes on the product. The product must not have been sized or altered in any way. *Exchanges ship for free (standard ground) within the continental US, excluding all clocks.  Exchange shipping fees for clocks are determined at time of shipment.

Free return shipping on merchandise over $75 within 30 days, excluding all clocks and TOKYObay Vintage Warehouse items. Please note this service is only available for US customers. To receive a prepaid return label, please contact Customer Service via email at hello@tokyobay.com or via phone at 1-800-653-1771. U.S. customers can request a prepaid return label on orders less than $75 for a $5 deduction from their return.

Gifts With Purchase – Free items shipped as a 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. Free gifts with purchase are limited to one exchange on qualifying items. Shipping costs to return and ship out exchanged free item are the responsibility of the customer.

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/paypal used for original purchase. TOKYObay does not refund original shipping charges, return shipping charges or accept C.O.D. deliveries. Returns received with postage owed are not accepted and will be returned to sender.

Your refund will be processed within 5 business days of receiving your return. 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 and will be assessed a return shipping fee of $5.00 within the continental US and $10.00 shipping to Hawaii, and $25.00 to Canada.

 

Steps for Return or Exchange:

Please contact us at hello@tokyobay.com to process an exchange.

1. Free return/exchange shipping on U.S. orders with merchandise over $75 within 30 days, excluding all clocks and TOKYObay Vintage Warehouse items. Please note, this service is only available for U.S. customers. To receive a prepaid return label, please contact Customer Service via email at hello@tokyobay.com or via phone at 1-800-653-1771.
2. Place item back in original packaging, then pack the merchandise to be returned so it will reach us in new condition.
3. 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. If you are exchanging for an item of greater value, please contact us for processing (see contact info above).
4. Enclose invoice and return to our address using your preferred carrier:

5. Your request for return or exchange will be processed within 5 business days of receiving your return, provided it meets the above requirements.

 

Warranty:

Warranty coverage is subject to review by our watch repairman and customer service team. TOKYObay reserves the right to deny warranty coverage for issues outside of manufacturer defect.

Watches

5-year limited manufacturer 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.

Reading Glasses

1-year limited manufacturer warranty on all reading glasses from the date of purchase from an authorized dealer. If your glasses malfunction due to a manufacturer defect, we will repair or replace upon inspection. Scratched lenses, warped acetate due to improper storage conditions, general wear and tear and more are not covered under warranty. 

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.

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.

 

A proof of purchase is required for all warranty claims, so please keep your receipt. Proof of purchase needs to show retailer, date of purchase, and item purchased. If your item was purchased from our website, the order number or email receipt will suffice. Any repairs received without proof of purchase will be processed as out of warranty and fees will be assessed. Return shipping is the responsibility of the customer, this includes shipping to and from TOKYObay (return shipping fees from TOKYObay are $5.00 within the continental US and $10.00 shipping to Hawaii, and $25.00 to Canada). Express shipping is not available on warranty repairs.

Warranty repairs that cannot be processed due to parts/components not being available will, at the discretion of TOKYObay, be replaced with a similar product.

This limited warranty excludes:

• Normal wear and tear
• Batteries and/or damage done by improper battery replacement
• Watch bands
• Scratches or abrasions to the crystal, case, or buckle
• Over exposure to water
• Damage/wear from general abuse, mishandling, lack of care or negligence
• Alterations or parts not supplied by TOKYObay
• Scratched reading lenses
• Warped reading glass acetate due to improper temperature storage
• Adjusted frames not serviced by TOKYObay
• Damage caused by dog using readers as a chew toy (it happens!)

Warranty repairs are inspected upon receipt, any repairs received that do not meet this policy will be subject to repair fees. See repairs below.

 

Repairs:

Please contact us before you send in your watch(es) for repair, or fill out our repair submission form and a customer service representative will be in touch with you for next steps https://tokyobay.com/pages/repairs

Out-of-warranty repairs will be subject to costs (see below). Repair costs not listed below will be determined by the repairs department. Prepayment is required for all repairs. Return shipping is the responsibility of the customer, this includes shipping to and from TOKYObay (return shipping fees from TOKYObay are $5.00 within the continental US and $10.00 shipping to Hawaii, and $25.00 to Canada). Express shipping is not available on Warranty repairs.

TOKYObay is not responsible for any lost or stolen items during transit. We recommend sending your package insured via a trackable shipping method. Pease keep the tracking number for your records.

 

Watch Band Replacements:

$30.00-$40.00 band replacement fee, plus $5.00 shipping within the continental US and $10.00 shipping to Hawaii, and $25.00 to Canada. Please email us a picture of your watch to hello@tokyobay.com for help determining availability of replacement watch bands, or fill out our online watch band inquiry form https://tokyobay.com/pages/straps

After you work with a customer service representative, send your watch to our repair department (address below) and enclose a note stating you would like a band replacement, style/color of band, a return address, daytime phone number, email address and check payable to TOKYObay for the amount determined.

If you would like to replace the band yourself, please call 1-800-653-1771 to order the right size/style for your watch and pay by credit card over the phone. Please note if you decide to replace the watch band on your own or through a local watch repair specialist TOKYObay is not responsible for any damage to the watch or band.

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.

 

Please note, the following can contribute to wear of your watch band: extended exposure to water, harsh soaps, cleaning products, hand sanitizer and/or alcohol-based products, certain aftershaves/colognes/perfumes, and perspiration. Wearing/tugging on the band for a tight fit puts stress and pressure on the leather, stitching, pins and watch mechanics. Some leather finishes and lighter colored bands may show wear more quickly.

 

Battery Replacements:

Please contact us before you send in your watch(es) for battery replacement, or fill out our repair submission form and a customer service representative will be in touch with you for next steps https://tokyobay.com/pages/repairs

$25.00 for battery replacement, plus $5.00 shipping within the continental US and $10.00 shipping to Hawaii, and $25.00 to Canada. Please contact hello@tokyobay.com for battery service. Please note, if you decide to replace the battery on your own or through a local watch repair specialist TOKYObay is not responsible for any damage to the watch.

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.

 

Watch Crystal Repair:

Please contact us before you send in your watch(es) for repair, or fill out our repair submission form and a customer service representative will be in touch with you for next steps https://tokyobay.com/pages/repairs

$40.00 for crystal replacement, plus $5.00 shipping within the continental US and $10.00 shipping to Hawaii, and $25.00 to Canada. Please contact hello@tokyobay.com with a repair request, including a picture of your watch before sending it to us. We will get back to you within 2 business days on crystal replacement availability.

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.

 

Pin Replacement

Please contact hello@tokyobay.com indicating a pin replacement is needed, include a picture of your watch and your mailing address.

 

Repair Address:

 

Q and A:

1. Are your watches waterproof?

   A. No. Our watches are water-resistant up to 3ATM. Please do not submerge your watch. We do not recommend bathing/showering or doing dishes while wearing your watch. Most of our watches are manufactured using Italian leather bands with antiqued finishes, which means they are not designed to endure submersion in water or exposure in a shower setting.

2. What type of battery do your watches/clocks use?

   A. Our watches/clocks use standard disc watch batteries. Most use a 377 (AKA SR626W). Average life for a battery is 12 to 18 months. Changing a battery without the correct tools can damage the casing, watch face, and/or movement. Please seek a watch repair specialist or contact our repair department.

3. 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, steel alloy, and iron. Plating material: Steel alloy plating which may have a gloss, matte, antiqued finish or patina. Some of our watch leather bands are designed using an oiled and/or uncoated, natural leather allowing unique characteristics to develop over time. Slight variations in texture and color should be expected and are not considered a manufacturing defect. With this treatment process, the leathers have not undergone waterproofing treatment, therefore grime and moisture may cause staining and deterioration. Many of our watch bands use a suede or composite leather stitched onto the genuine leather band for further durability and comfort.

4. Are watch bands covered under warranty?

   A. Watch bands are not covered under warranty. Please note, the following can contribute to wear of your watch band: extended exposure to water, harsh soaps, cleaning products, hand sanitizer and/or alcohol-based products, certain aftershaves/colognes/perfumes, and perspiration. Wearing/tugging on the band for a tight fit puts stress and pressure on the leather, stitching, pins and watch mechanics. Some leather finishes and lighter colored bands may show wear more quickly.

5. How are your watches packaged?

   A. Each watch is individually gift packaged and protected in a sleek black TOKYObay box with warranty card included.

6. How are your clocks packaged?

   A. Each clock is individually packaged and protected in a Tokibot box.

7. Does TOKYObay have a storefront?

   A.No. We sell through our online store and select wholesalers nationwide and internationally.

8. Does TOKYObay price match?

   A. Yes, we price match within 14-days of purchase.

• 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.

• Prices from, or on behalf of Marketplace and third-party sellers
• Items marked as clearance, closeout 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.

 

9. Do you offer a Wholesale Program?
   A. To learn about our Wholesale Program, please email us at hello@tokyobay.com
   or give us a call at 1-800-653-1771

10. How many coupons can be applied per order?
    A. One coupon can be applied per order.

 

Facebook Sweepstakes:

TOKYObay Facebook Sweepstakes Rules

NO PURCHASE IS NECESSARY TO ENTER OR WIN. A PURCHASE DOES NOT INCREASE THE CHANCES OF WINNING.

1. Eligibility: TOKYObay Facebook Campaigns are open only to those who sign up at through the TOKYObay Sweepstakes Facebook form and who are 18 years old as of the date of entry. The Campaign is only open to legal residents of the United States of America, and is void where prohibited by law. Employees of TOKYObay, its affiliates, subsidiaries, advertising and promotion agencies, and suppliers, (collectively the “Employees”), and immediate family members and/or those living in the same household of Employees are not eligible to participate in the Campaign. The Campaign is subject to all applicable federal, state, and local laws and regulations. Void where prohibited.
2. Agreement to Rules: By participating, the Contestant (“You”) agree to be fully unconditionally bound by these Rules, and You represent and warrant that You meet the eligibility requirements. In addition, You agree to accept the decisions of TOKYObay as final and binding as it relates to the content of this Campaign.
3. How to Enter: The Campaign must be entered by submitting an entry using the entry form on the TOKYObay Facebook page. The entry must fulfill all Campaign requirements, as specified, to be eligible to win a prize. Entries that are incomplete or do not adhere to the rules or specifications may be disqualified at the sole discretion of TOKYObay. You may enter only once. You must provide the information requested. You may not enter more times than indicated by using multiple email addresses, identities, or devices in an attempt to circumvent the rules. If you use fraudulent methods or otherwise attempt to circumvent the rules, your submission may be removed from eligibility at the sole discretion of TOKYObay.
4. Prizes: No cash or other prize substitution shall be permitted except at TOKYObay’s discretion. The prize is nontransferable. Any and all prize-related expenses, including without limitation any and all federal, state, and/or local taxes, shall be the sole responsibility of Winner. No substitution of prize or transfer/assignment of prize to others or request for the cash equivalent by Winner is permitted. Acceptance of prize constitutes permission for TOKYObay to use Winner’s name, likeness, and entry for purposes of advertising and trade without further compensation, unless prohibited by law.
5. Odds: The odds of winning depend on the number of eligible entries received.
6. Winner Selection and Notification: Winner will be selected by a random drawing under the supervision of TOKYObay. Winner will be notified by email within five (5) days following selection of Winner. TOKYObay shall have no liability for Winner’s failure to receive notices due to spam, junk e-mail or other security settings or for Winner’s provision of incorrect or otherwise non-functioning contact information. If Winner cannot be contacted, is ineligible, fails to claim the prize within 14 days from the time award notification was sent, or fails to timely return a completed and executed declaration and release as required, the prize will be forfeited and an alternate Winner selected. Receipt by Winner of the prize offered in this Campaign is conditioned upon compliance with any and all federal, state, and local laws and regulations. ANY VIOLATION OF THESE OFFICIAL RULES BY WINNER (AT TOKYObay’s SOLE DISCRETION) WILL RESULT IN WINNER’S DISQUALIFICATION AS WINNER OF THE CAMPAIGN, AND ALL PRIVILEGES AS WINNER WILL BE IMMEDIATELY TERMINATED.
7. Terms & Conditions: TOKYObay reserves the right, in its sole discretion, to cancel, terminate, modify or suspend the Campaign should virus, bug, non-authorized human intervention, fraud, or other cause beyond TOKYObay’s control corrupt or affect the administration, security, fairness, or proper conduct of the Campaign. In such case, TOKYObay may select the Winner from all eligible entries received prior to and/or after (if appropriate) the action taken by TOKYObay. TOKYObay reserves the right, in its sole discretion, to disqualify any individual who tampers or attempts to tamper with the entry process or the operation of the Campaign or website or violates these Terms & Conditions. TOKYObay has the right, in its sole discretion, to maintain the integrity of the Campaign, to void votes for any reason, including, but not limited to: multiple entries from the same user from different IP addresses; multiple entries from the same computer in excess of that allowed by Campaign rules; or the use of bots, macros, scripts, or other technical means for entering. Any attempt by an entrant to deliberately damage any website or undermine the legitimate operation of the Campaign may be a violation of criminal and civil laws. Should such attempt be made, TOKYObay reserves the right to seek damages to the fullest extent permitted by law.
8. Limitation of Liability: By entering, You agree to release and hold harmless TOKYObay and its subsidiaries, affiliates, advertising and promotion agencies, partners, representatives, agents, successors, assigns, employees, officers, and directors from any liability, illness, injury, death, loss, litigation, claim, or damage that may occur, directly or indirectly, whether caused by negligence or not, from: (i) such entrant’s participation in the Campaign and/or his/her acceptance, possession, use, or misuse of any prize or any portion thereof; (ii) technical failures of any kind, including but not limited to the malfunction of any computer, cable, network, hardware, or software, or other mechanical equipment; (iii) the unavailability or inaccessibility of any transmissions, telephone, or Internet service; (iv) unauthorized human intervention in any part of the entry process or the Promotion; (v) electronic or human error in the administration of the Promotion or the processing of entries.
9. Disputes: THIS Campaign IS GOVERNED BY THE LAWS OF THE UNITED STATES OF AMERICA AND THE STATE OF MINNESOTA, WITHOUT RESPECT TO CONFLICT OF LAW DOCTRINES. As a condition of participating in this Campaign, participant agrees that any and all disputes that cannot be resolved between the parties, and causes of action arising out of or connected with this Campaign, shall be resolved individually, without resort to any form of class action, exclusively before a court located in Minnesota having jurisdiction. Further, in any such dispute, under no circumstances shall participant be permitted to obtain awards for, and hereby waives all rights to, punitive, incidental, or consequential damages, including reasonable attorney’s fees, other than participant’s actual out-of-pocket expenses (i.e. costs associated with entering this Campaign). Participant further waives all rights to have damages multiplied or increased.
10. Privacy Policy: Information submitted with an entry is subject to the Privacy Policy stated on the TOKYObay website. To read the Privacy Policy, click here.
11. Winners List: To obtain a copy of the Winner’s name or a copy of these Official Rules, mail your request along with a stamped, self-addressed envelope to: TOKYObay 6180 Olson Memorial Hwy Golden Valley, MN 55422. Requests must be received no later than one from end of Facebook sweepstakes.
12. Sponsor: The Sponsor of the Campaign is TOKYObay, located at 6180 Olson Memorial Hwy Golden Valley, MN 55422.
13. Facebook: The Campaign hosted by TOKYObay is in no way sponsored, endorsed, administered by, or associated with Facebook.

 

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. Updated 4/20.