My Cart

Close

FAQ

Frequently Asked Questions

  • Order Status
    • I have not received any emails about my order. Was it placed?
      • Good question! We send out an Order Confirmation email shortly after placing your order so that you can make sure to have a receipt. If you did not receive one, and it is not in your spam folder, it is possible the order was not fully placed or that your email was entered incorrectly. Please contact us via our email at support@tokyotokes.com and we’ll make sure it gets straightened out.
    • Where is my order?
      • Please check your inbox for a shipping confirmation email. If this doesn’t work, please contact us at support@tokyotokes.com. We’ll need the name of the recipient, the email address used to place the order, and the order number. Once we have that, we will get back to you with additional details on your package status.
    • My package is missing. What should I do? 
      • If you have not received your package in a timely manner, it may have been lost in transit by USPS or DHL. Please lease email us at support@tokyotokes.com so we can personally take care of your situation and get your items delivered ASAP!
    • My order is being returned to TokyoTokes. What do I do?
      • Undeliverable orders due to customer or address error will require reshipment. If this happens, we want to make sure you receive your order. You will need to cover the cost of the second attempt. Only after the original order has returned to our warehouse in Los Angeles we will be able to send it out again. Please email support@tokyotokes.com to make sure we have the correct address.
    • I received my order and noticed a mistake. How can I get it fixed?
      • If TokyoTokes makes a mistake on your order, we will do everything possible to correct our blunder. Please contact us through our email support@tokyotokes.com with your name, order number, and what error occurred (pictures encouraged!) so that we can make it up to you ASAP. In case the mistake was on the customer's side, you will need to cover the costs of reshipment. 
      • I entered the wrong address/engraving can I change it?
        • Please email us within 12 hours, we may be able to correct the address. But for product variants or engravings, we are not able to change it after the order is placed.
          • Please see part of our terms of service below:
            • Section 6.1-Accuracy of Informed provided 
              • You agree to provide current, complete and accurate purchase and account information for all purchases made at our store.
              • You agree that after your order is placed, it is not possible to change address, product variant or engraving. You agree to select the right intended products and variants before completing your order, as well as providing the correct address.
  • Shipping
    • How long does shipping take?

          • Most times of the year, we will ship your order within 5-10 business days from the time you placed it. It takes up to 10 business days per piece to be created due to production and optional customized nature. After that, it will be shippedDuring busy seasons it can take longer and shipping time estimates will be updated during checkout. We may also offer expedited shipping to help your order arrive faster during these seasons. Standard shipping generally takes about 7-14 business days after your order is created, processed, and shipped within the United States and 10-14 days internationally. We ship all of our packages out of Los Angeles and exact shipping time is based on your proximity to our location. In this Amazon Prime age, we know folks are used to 2 day shipping. We'd love to get there, but in our quest for the most sustainable and impactful model possible, this is not something we can pull off at this time. If we can find a sustainable solution that gets us there, we'll do it!
            • Please note: If you purchased VIP Processing, your order will be fullfilled & shipped within 48 hours.
        • Do you ship internationally?
          • Yes! We ship to most countries in the world. Packages shipped to international addresses generally take 7-14 business days to arrive after your order is processed. Note that often orders will be passed to and delivered by your country's local post office (instead of by DHL). 
  • Product 
    • What materials are the bongs made from?
      • We are committed to making our products from natural bamboo that is ethically sourced. Our bongs are made of pure bamboo with a protective coating and contain a glass down stem and bowl.
    • Are there only three sizes of bongs?
      • Yes! We decided to create three sizes to start off: Babyboo, Bongboo, KingBoo. 
    • Do you offer group purchasing/bulk orders?
      • Yes, we do offer custom bulk ordering, and we love working with companies to make their unique pieces come to life! Your organization can work alongside TokyoTokes. Please email support@tokyotokes.com to get started.
  • Returns and Replacements
      • What should I do if I receive the wrong items?
        • We sincerely apologize about that and know you were eagerly anticipating your order. The disappointment of receiving the wrong order is certainly frustrating, so we want make this right for you as quickly as possible.
          • Please contact us through our email support@tokyotokes.com with your name, order number, a list of the item(s) you are missing and, if applicable, a picture of the wrongs items received.
    • I'm unsatisfied with my order. Can I get a refund?
      • We are really sorry that we didn't meet your expectations! We do not issue refunds if there is no mistake on our end, as the product cannot be returned due to its  nature. However, if we have done any mistake in terms of the production of the bong or your customized engraving we will be happy to refund you.