FREE SHIPPING   |    FREE EXCHANGES  |   5-YEAR WARRANTY

FAQ

Customer Service Support:

Need to reach us?

Online Customer Service | hello@tokyobay.com

Repairs, Warranty & Replacements | hello@tokyobay.com

1-800-653-1771 Ext. 2

Wholesale Enquiries | morgan@tokyobay.com

 

Repairs:

TOKYObay
Attention: Repairs
6180 Olson Memorial Highway
Golden Valley, MN 55422

PHONE | 1-800-653-1771 Ext. 2

HOURS | Mon–Fri 9:00 a.m.–6:00 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.

Orders placed Monday–Friday before 1:00 pm CT will ship within 2 business days pending availability of product and credit verification. All orders placed after 1:00 pm CT 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 (1-3 business days), 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.

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

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 returns until January 15th. 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.

Free return shipping on merchandise over $50. 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 Ext. 2.

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.

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.

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.

 

Steps for Return or Exchange:

  1. Free return shipping on merchandise over $50. 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 Ext. 2.
  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:
TOKYObay
Attention: Returns
6180 Olson Memorial Highway
Golden Valley, MN 55422

  1. When we receive your return package, we will e-mail you the status of your return. Your request for return or exchange will be processed within 5 business days of receiving your return, provided it meets 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.

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 to Hawaii and 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:

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:

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 to Hawaii and 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:

$35.00 band replacement fee, plus $5.00 shipping within the continental US and $10.00 shipping to Hawaii and Canada. Please email us a picture of your watch to hello@tokyobay.com for help determining availability of replacement watch bands.

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 Ext. 2 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:

$25.00 for battery replacement, plus $5.00 shipping within the continental US and $10.00 shipping to Hawaii and Canada. Send your watch to the repair department address below and enclose a note stating you would like a battery replacement, a return address, daytime phone number, email address and check payable to TOKYObay for the determined amount. You can also contact hello@tokyobay.com for support. 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:

$40.00 for crystal replacement, plus $5.00 shipping within the continental US and $10.00 shipping to Hawaii and 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:

TOKYObay
Attention: Repairs
6180 Olson Memorial Highway
Golden Valley, MN 55422

 

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 with 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.

The following limitations apply:
Exclusions:
    Contact hello@tokyobay.com for all price match requests. Please include your order & item number.

     

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

    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 11/18.