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FIRST VISIT

Totemo Japan is a Japanese company specializing in exporting Japanese Domestic Market merchandise.

What We Do:

We trade only in authentic Japanese Domestic Market products.

• The utmost care is taken to safeguard all products shipped to you.
• All Packages are trackable and insured.

PRICE CHANGES

Our prices are based on the Japanese Yen, which could result in price changes. Fluctuation between the Yen and your local currency is updated every 24 hours.

There could also be dramatic price increases depending on the rarity of the items.
There are 3 levels of rarity: Rare; Very Rare; and Collector

 ORDERS

BEFORE ORDERING

Limits

Please be aware that orders placed on the Totemo Japan website cannot be combined.

No items may be added to an already placed order.

Out of stock items

If items are out of stock, an notification will be sent to you within two - three business days. Either a direct refund or a voucher will be available to you.

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VOUCHERS AND DISCOUNTS

Shipping expenses are not covered by vouchers or discounts. They are valid only for merchandise. If the entire value of your voucher is not spent, a new voucher will be immediately generated with the balance.

PARCEL TRACKING

Tracking information can be confirmed via your order history [CTA for order history]  and items can be tracked using the tracking ID number sent on the day your order is shipped.

NB; Emails should be checked regularly and accepted from Totemo Japan for full monitoring of sent items. Please check your SPAM folder to ensure that e-mails from Totemo Japan do no inadvertently end up there. You will receive a confirmation e-mail once your package is shipped. In some countries you will not be notified of delivery attempts, or that your package is waiting for pick up at your post office. Items returned with no claim as a reason would incur new shipping fees before they are resent.

Canceled orders attract a 10% cancellation fee.

PRE-ORDER POLICY

At Totemo Japan, pre-order payments are deducted on the day the order is placed and orders are shipped on the release day or about 24-72 hours thereafter. In stock items purchased with pre-order items are dispatched as soon as the pre-orderitems are  available.

Manufacturers usually provide an estimate of the size and weight of the items before the release date. However, sometimes there are discrepancies. In such cases we will notify you. The release period of a product is also subject to change, which is totally dependent on the manufacturer. The availability date and most recent data will always be updated our product page. Please note that refunds will not be issued due to delayed release dates. Some pre-order products may be advertised with bonus items. These bonus items are available in limited quantities. Bonus items will only be included in first come, first served orders.

Additional Information

Volume Charges (DHL and FedEx)

DHL and FedEx utilize the volume weight method to calculate the weight of a package. This calculation is based on the package's size rather than its actual weight. Since shipping costs are determined not only by weight, but by package size and weight, the delivery price therefore changes according to the size of your package and not the weight. On occassions makers misinform us about the weights and sizes of items. Should this be the case, we will contact you on the day your package is to be shipped, to inform you of additional funds required to ship via  DHL or FedEx, and to give you the option of canceling shipment with DHL or FedEx and instead use EMS, which nullifies the additional shipping cost.

DHL

Please be advised that for DHL deliveries, South American residents will need their Tax IDs. APO (                                       ) military addresses are not accepted by DHL.

FedEx

For FedEx USA: Items or products with liquids ( pens, drinks, cosmetics) require a TCSA(                                ) form in order to be imported into the USA via FedEx services. THIS FORM is to be completed by the importer (customer) and emailed to your local FedEx representative in the US using: paperwork@fedex.com. Leave inapplicable fields blank.

DELIVERY

Shipment

Items are shipped between 3 to 7 business days and for pre-order goods 3 to 7 business days after release.

SHIPPING METHODS

Japan Post Boat

1~4 Months

Up to 30 KG

Japan Post AIR

14-22 days

Up to 2 KG

Japan Post EMS

3~5 days

Up to 10 KG

DHL Express

2~5 days

Up to 20 KG

Fedex International Priority

2~5 days

up to 20 KG

The afforementioned delivery times represent an average. There is a possibility of variation depending on destination country, time of year, festivities and public holidays. For the status of your package please  check here https://www.17track.net/en

Japan Post Boat

Tracking details of Japan post boats will not be updated while in transit due to its on sea location, but will be updated immediately at its destination country. Orders will not be updated for an average of 1-4 months, but you are advised to constantly check your order history. If at the end of the fourth month the order has not been updated, please contact our customer care service to start an investigation with Japan Post. [CUSTOMER CARE LINE CTA].

Japan Post Restrictions

 Here is the Restricted Countries List. These restrictions do not apply to DHL and FedEx

CHANGE OF ADDRESS

Totemo Japan allows changes in personal info or data at any time, especially your delivery address.

1. Change your delivery address.
2. Notify us on this link: contact us

Your new delivery address will be updated in 24-72 business hours. The change will reflect in your [ORDER HISTORY CTA]. If you do not see any change in your delivery address page after 48 hours, please contact us.

ORDER CANCELLATION

A 10% cancellation fee will be incurred upon canceling your order.

DELIVERY PROBLEM

Totemo Japan will assist you until your package is received.
Please check the status of your order on 17track

Quick Delivery (EMS, DHL, Fedex)

Normal Period

-

If the status of your package has not changed for more than 15 days. contact us and your local Post Office

Local holidays, Christmas period, Unusual period

End of November to January, Storm, Pandemic, other disasters.

If the status of your package has not changed for more than 25 days. contact us and your local Post Office

Slow Delivery (Boat)

If the status of your package has not changed for more than 4 months. contact us and your local Post Office

Order Tracking Status

Please note the order status, Dispatch from outward office of exchange means that your package has left Japan, the next update will be from your national customs office or local post office.

ABSENCE AT DELIVERY / UNCLAIMED PACKAGE / INCOMPLETE OR INCORRECT  ADDRESS

If you're absent at the time of delivery, you'll be left a delivery notice. You will have 7 days to visit your post office and claim your package, after which the package will be returned to Totemo Japan. We will not be responsible for customers' absence, unclaimed items and incomplete addresses. The customer will therefore be liable for the shipping costs to resend the package. Delivery delay does not warrant a refund.

CUSTOMS

In case your package is being withheld  by customs due to possible reasons such as:

• Absence of invoice in or outside package.
• Presence or absence of a gift mark
• Prohibited  product
• Invoice in English.
• Package was or was not marked gift.
• The product is forbidden.

You can download a personalized copy of your invoice from your Order History and present it to customs. The invoice is always attached to the outside of the package next to the shipping label. We do not send prohibited items. All invoices are always printed in English, and being labeled a gift does not affect customs charges.

SATISFACTION OR FULL REFUND

Totemo Japan will fully refund you if:

• Delivered product does not match its description.
• The package is lost or does not arrive at its destination.
• Product is damaged.

The deadline to file a claim is 7 days, after which no refund or compensation will be possible.

You are required to send pictures of damaged products or products which do not match description for our inspection. A refund of 10-100% will be made depending on the gravity of the descrapancy.

IMPORT DUTIES

Import duties are not included in shipments made from Totemo Japan. Taxes on imports are levied by the government of your states and countries and not Totemo Japan. Import duties are levied on randomly inspected packages.

The value of import duties varies by counties and states. Please kindly check with government laws for their values. For example, in the USA, import duties are levied on goods above $1600. European residents are advised that, as of July 1st 2021 a tax is levied on all orders from Japan

RETURNS POLICY

Returning ordered items is possible if done within 7 work days from the receipt of the package. Returns will not be accepted after 7 work days. Customers are responsible for shipping fees. Some highlighted products cannot be returned.

Please contact us if you wish to return an item.

CASES OF FORCE MAJEURE

FORCE MAJEURE 

Force majeure  in contracts removes liability for unforeseeable and unavoidable catastrophes, independent of all parties which interrupt the expected course of events and prevent participants from fulfilling obligations. Totemo Japan operates under the force majeure case of the Japanese community. [CTA link to Japanese force majeure].

Neither of the parties will have failed in its contractual obligations, insofar as their execution will be delayed, hindered or prevented by a case of force majeure. Will be considered as a case of force majeure any fact or circumstance irresistible, external to the parties, unforeseeable, inevitable, independent of the will of the parties.
The party affected by such circumstances will notify the other within ten business days of becoming aware of them.
The two parties will then, within a period of three months, unless impossible due to force majeure, meet to examine the impact of the event and agree on the conditions under which the execution of the contract will be continued.
If the case of force majeure lasts longer than one month, the present general conditions may be terminated by the injured party.

 ACCEPTANCE OF THE TERMS OF USE

Any order taken for a product appearing in the online store oftotemo-apan.com(the seller's website) implies the prior consultation and acceptance of these general conditions of sale. The present general terms and conditions are intended to define the rights and obligations of the parties within the framework of the online sale of goods offered by the Seller to the Consumer.

PRIVACY POLICY

When you sign up to Totemo-Japan.com, rest assured that your personal data is secured. Please read our privacy policy.

WHAT IS OUR PRIVACY POLICY[CATCHY CARTOON]

This describes how we at Totemo Japan collect, collate and process personal information and data. It can be found here [CTA].

KNOW YOUR TOTEMO JAPAN RIGHTS[CATCHY CARTOON]

• Know what personal information is being collected and collated and how. [CTA SITE TO REAL PRIVACY POLICY STATEMENT].

• Change your personal information anytime. [CTA TO PERSONAL PROFILE].

• Delete your data from our database[CTA TO PERSONAL PROFILE].

• Unsubscribe from our commercial communication [CTA TO EMAIL, NEWSLETTERS]

HOW YOUR DATA IS USED AT TOTEMO JAPAN

• FOR SECURITY [CTA LEADING TO THIS EXPLANATION]- {Prevention of cybercrimes, monitoring of fraudulent activities and legal purposes}

• SERVICE PROVISION [CTA LEADING TO THIS EXPLANATION]-{Payment management, Assistance on website, customer service, materials to make your experiences better}.

• STATISTICS AND SALES TRACKING [CTA LEADING TO THIS EXPLANATION]- {Trend analysis, surveys, competitor analysis, recurrent customer behaviors and likes, service improvement, offers, freebies and discounts}

• ORDER TRACKING [CTA LEADING TO THIS EXPLANATION]-{Transportation, delivery services, packaging and retrieval}.

KINDS OF DATA COLLECTED BY TOTEMO JAPAN

• Registration and Profile info: Username; Email Address; Phone #; location and delivery details.

• Courier and user communications.

• Payment and billing information.

WHO SEES YOUR DATA AT TOTEMO-JAPAN

• Customer care service

• Payment platform provider

• Service providers and courier agents.

• Legal services.