Returns & Refunds
Order Cancellation
In general, you can cancel your order 24 hours after purchasing for free, and you will get a full refund. Please note: We cannot cancel the order if the product has already shipped out within 24 hours. Please get in touch with our customer service to cancel your order. Contact us at service@tokyocanvas.com
Return & Exchange Conditions
We will offer a refund/free replacement if the items we send you are incorrect or damaged.
If you have a product to return or exchange, please contact our customer service first via email within 30 days of receiving the product. Contact us at service@tokyocanvas.com
1. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
2. To be eligible for a return, your item must be unused and in the same condition that you received it.
3. Items returned without authorisation will not be accepted.
4. All items must be returned in their original condition, without washing or signs of wear.
5. Please note orders that are returned to us due to the wrong shipping address being entered for the order, attempted deliveries, or for deliveries not rescheduled by the customer within 30 days of the first delivery attempt, any shipping charges will not be refunded. We cannot accept responsibility for packages not received due to the wrong shipping address being entered for the order.
6. Customized items(we will charge an extra $15)
7. When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.
Tokyocanvas is responsible for return postage fees and replacement fees. Initial shipping fees paid at the time of purchase are refundable
1. Received the wrong item.
2. The item is damaged, defective, or has incorrect information.
3. Tokyocanvas will reissue new products for our customers if the parcel is lost due to logistics.
Tokyocanvas is not responsible for return postage fees and replacement postage fees. Initial shipping fees paid at the time of purchase are non-refundable
1. Customer ordered the wrong size.
2. Customer does not like the item in person.
To file the claim, please contact us and mention your order number, including an explanation of the issue. You must email us a picture showing the problem/defect.
General Return/Exchange Process
1. Initiate your return/exchange: e-mail us at service@tokyocanvas.com and let us know your order number. Our customer service representative will confirm your return/exchange information, and then a “Return & Exchange” authorisation will be sent to you.
2. Ship the product back: Once our customer service has approved your request and provided our return/exchange address to you, please initiate the return/exchange within 7 days by following our instructions. It's better to use the shipping method that provides tracking information as well as a signature, so delivery can be confirmed. If the item to be returned/exchanged is shipped without a tracking number, the customer will be liable once the carrier loses the item, and no refund will be issued.
return address: 3rd Floor, Building 1, within the compound of Chuangfa Technology Co., Ltd., No. 558, Wangliyuan Road, Xiaoshun Town, Jindong District, Jinhua City, Zhejiang Province, China
3. The returned/exchanged package should include all items that you received from Tokyocanvas, or it will be deducted from the refunds.
4. Refund or exchange: When we receive your return, we will inspect the item in 1-2 working days and then provide a replacement for an exchange or issue a refund within 3-5 working days.
Refunds (if applicable)
A refund will be provided to the original method of payment within 4-7 business days after we have received, inspected, and confirmed.
Please Note:
The shipping rate before the discount will apply and is non-refundable. Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.
Please note that we CANNOT cancel orders that have been shipped out. Therefore, please wait for your package to arrive, and you may either keep it or contact us to return it for a refund. Please DO NOT refuse the delivery, as the undelivered package will be destroyed by third-party logistics.
If you have any questions concerning our return policy, please contact us at service@tokyocanvas.com
