FREQUENTLY ASKED QUESTIONS ABOUT AIRSOFT

​

Where do you ship to?
We currently ship to the following countries. Note that this list can change based on the evolution of each country's legislation regarding airsoft products. The information given is based on our shipping experience and is only to be used as reference and not absolute values.

​​

If your country is not listed below, then we unfortunately can't ship to you at the moment.

​

United States:
We comply with US federal law about airsoft products and hence modify the appearance of pistols and rifles to be fully legal in the USA (bright orange muzzle tip, orange tape on specific parts). We ship to all states including Hawaii and Puerto Rico. Note that for these two states, an extra postage fee will be added so contact us before making your order.

 

Time of transit: fast
Customs processing: fast

​

United Kingdom:
We only ship to customers who have a valid UKARA licence. We don't offer painting services for those who do not have such a licence.

Time of transit: fast
Customs processing: fast

 

Ireland:
No restrictions. We provide you with a muzzle energy report for each product as it's required by Irish customs

Time of transit: fast
Customs processing: normal

 

Netherlands:
We only ship to customers who have a valid NABV licence. No modifications or restrictions.

Time of transit: fast
Customs processing: normal

 

France:
No modifications needed.

Time of transit: fast
Customs processing: fast

​

Italy:
A bright orange muzzle tip is applied.

Time of transit: normal
Customs processing: normal

 

Poland:
No modifications needed. We can't ship batteries or battery chargers.

Time of transit: normal
Customs processing: slow

 

Bulgaria:
No modifications needed. No restrictions.

Time of transit: normal
Customs processing: slow

 

Hungary:
No modifications needed. No restrictions.

Time of transit: normal
Customs processing: slow

 

Romania:
No modifications needed. No restrictions

Time of transit: normal
Customs processing: slow

 

Greece:
No modifications needed. No restrictions

Time of transit: normal
Customs processing: slow

 

Croatia:
No modifications needed. No restrictions

Time of transit: normal
Customs processing: slow

 

Finland:
No modifications needed. No restrictions

Time of transit: normal
Customs processing: normal

 

Iceland:
No modifications needed. No restrictions.

Time of transit: normal
Customs processing: slow

 

Estonia:
No modifications needed. No restrictions

Time of transit: normal
Customs processing: normal

 

Latvia:
No modifications needed. No restrictions

Time of transit: normal
Customs processing: normal

 

Lithuania:
No modifications needed. No restrictions

Time of transit: normal
Customs processing: normal

 

Malta:
No modifications needed. No restrictions

Time of transit: normal
Customs processing: normal

 

Norway:
No modifications needed. No restrictions

Time of transit: normal
Customs processing: normal

 

Sweden:
No modifications needed. No restrictions

Time of transit: normal
Customs processing: normal

 

Spain:
No modifications needed. No restrictions.

Time of transit: normal
Customs processing: normal

 

Kazakhstan:
No modifications needed. Maximum 2 airsoft rifles or pistols allowed per shipment.

Time of transit: slow
Customs processing: slow

 

Hong Kong:
No modifications needed. No restrictions

Time of transit: fast
Customs processing: fast

 

Taiwan:
No modifications needed. No restrictions

Time of transit: fast
Customs processing: fast

 

Can I get Tokyo Marui Airsoft guns shipped internationally?
Although Tokyo Marui isn’t widely distributed outside of Japan due to low production volumes, you can get them shipped internationally without issue. For instance, for the USA, we offer UPS shipping services and for Europe we offer EMS services. Both these couriers ensure that you’ll receive your package in a timely manner.

​

I’m in Japan right now, where can I buy Tokyo Marui airsoft products?
Dozens of Japanese stores offer Tokyo Marui products in Tokyo and other Japanese cities. Here are some of the most prominent and easy to access for someone visiting Tokyo:

​

Echigoya, Akihabara
2F Shotoku Building
3-8-9 Soto-Kanda, Chiyoda-ku, Tokyo, Japan

​

TamTam Hobby Shop, Akihabara
Sue-Hiroshi Building, 4th & 5th Floor,
6-14-2 Sotokanda, Chiyoda City, Tokyo, 101-0021, Japan

​

Gun Mall Tokyo
Kuramae Center Building 1F & 2F
2-3-4 Kuramae, Taitō-ku, Tokyo 111-0051, Japan

​

What are the safety standards for airsoft guns in Japan?
The official regulating body for airsoft in Japan is the ASGK (Japan Toy Cooperative Association) and its role is to ensure that airsoft products sold comply with the 2006 Sword and Gun Law, which states that no airsoft gun sold to adults shall produce an energy superior to 0.98J and 0.135J for people aged 10 years old and up. All airsoft products complying with the law are sold with an ASGK sticker and engraved with the ASGK logo.

​

Tokyo Marui is one of the founding members of the ASGK along with other well-known Japanese airsoft manufacturers such as Tanaka, KTW or Western Arms.

​

Additionally, a safety notice is present in each box and details all the necessary steps to take in order to use airsoft guns safely, such as:

• Don’t carry airsoft guns in public and always store them in a safe area away from children

• Don’t point your gun at anything randomly and never look directly into the barrel

• Always wear safety goggles when using an airsoft gun

• Don’t try to disassemble or modify your gun as it might result in malfunction or injury

• Never store airsoft batteries directly in contact with the sun as it might result in their combustion

 

Lastly, unlike in the USA or other countries, it is not necessary to paint the muzzle in bright orange.

 

Do you ship airsoft to PO boxes?
We can't guarantee successful delivery to PO boxes and thus we can't ship to PO box addresses. If you made an order using such an address we will contact you to ask you for a different delivery address. If you can't provide one, we will cancel and refund your order. Thank you for your understanding.

​

What shipping options do you offer?
We offer UPS® and Express Mail Service (EMS) which are the fastest way to receive your airsoft items. It takes between 10 to 20 working days to reach most locations in the world. Please note that we can't guarantee these shipping times and that they are based on previous experience.

​

What's the shipping and delivery process like?

Order Shipment
Tokyo Marui Shop can ship your orders worldwide if your country allows the import of airsoft products and other replicas that resemble firearms. PLEASE NOTE, Tokyo Marui Shop cannot be held responsible for parcels detained by your country's customs for any reason (licensing issues, prohibited importation, etc.). It is the buyer's (your) responsibility to verify the compliance of products for importation. In case any documentation is missing during customs process, please contact us.

​

​Upon receipt of your payment, the order is processed and dispatched within a minimum of 24 hours to a maximum of 7 business days (except for product requests and custom order items not in stock). Prepared parcels are then handed over to the carrier at our facilities or taken directly to the post office. An email confirmation of shipment will be sent to you. Shipping can be done through various carriers. The delivery method is chosen by the customer during purchase.

​

Rates and Delivery Times
Rates are visible at checkout. Regarding delivery times, we strive to ship out as fast as possible and usually you'll receive your order within 10 to 20 working days by EMS.

​

Parcel Reception
In case of non-receipt: If the customer does not receive their order, they should first visit their local post office to check if a parcel is waiting there before contacting us. Tokyo Marui Shop is committed to addressing such issues and finding a satisfactory solution for the customer.

​

EMS: Please contact us if the parcel is not received within 30 days after shipment.

​

Parcel Tracking: The customer is responsible for online tracking of their parcel to determine its status using the provided tracking number. Since carriers may not always have access to mailboxes for leaving delivery notices, it may be necessary to contact them by phone to arrange delivery. Tokyo Marui Shop cannot be held responsible if a parcel is returned to Japan because the customer did not contact the carrier in time for delivery. In the case of a returned parcel, it is necessary to pay shipping fees again, which will be charged by the carrier. The applicable shipping fees will be the actual fees, not those proposed by Tokyo Marui Shop during a purchase.

​

What is your returns and cancellation policy?
In case of dissatisfaction with a product that does not match the description on the website, the customer has 7 days after receipt to file a complaint and request a refund or exchange. Any request for a return must be made via email through the contact system. This email should include the reason for the return and the order number. Shipping fees will not be refunded, and the return shipping costs are the responsibility of the customer. The returned product must be in a new condition (no signs of disassembly, no signs of wear) and in its original packaging. In case of a damaged parcel, please contact customer service directly and send a photograph of the defective product(s) along with the order number.

​

Tokyo Marui Shop does not accept product returns for "change of mind." Please carefully consider your purchase before confirming it on our site and proceeding with the payment of your order. Thank you for your understanding.

It is possible to cancel your order and receive a refund if your parcel has not yet been processed and shipped in the case of an in-stock product order. For "available on request" products, cancellation or changes are possible before Tokyo Marui Shop has ordered the products from one of its distributors. Therefore, it is not possible to make changes or cancel an available-on-request product once it has been ordered from a distributor.

​

Our payment gateway incurs a fee whenever an order is canceled. We will cancel your order and refund it, after deducting the processing fees (5%) we are charged from the payment gateway to process your order as well as a flat fee of 20 USD to cover our logistics costs. Thank you for your understanding.

​

I suddenly changed my mind and don't want you to ship out my order, what will happen?
Our payment gateway incurs a fee whenever an order is canceled. We will cancel your order and refund it, after deducting the processing fees (5% of the total order value) we are charged from the payment gateway to process your order and a flat fee of 20 USD to cover the logistics costs. Thank you for your understanding.

​

Where do you ship from and how long will it take for my order to arrive?
We ship all Tokyo Marui products directly from Japan. As a rule of thumb, it can take between 7 to 15 working days for your order to reach you, provided that all the shipping details are correct and there's no delay during postal transit to your country.

​

The delivery times for you mention are not correct, why?
The delivery times displayed at checkout are indicative only and can vary due to a number of factors such as: ship traffic conditions, customs inspection, postal services, etc... Moreover, each country works differently in terms of postal services and we can't display accurate delivery times for each destination. We do our best to dispatch orders diligently so please be patient in this matter.

​

How powerful are the models you sell?
As per the 2007 Japanese Guns and Swords Law, 'no airguns shall produce an energy superior to 0.98 joules'. Tokyo Marui products fully comply with this law and all models sold don't output more than 0.98J of energy, or about 325 fps maximum.

​

Are your airsoft products legal to import to the USA?
In Japan, it is not necessary to modify airsoft products by painting the muzzle in orange for example. However, we recognize that this is a necessity for the USA and as such, we will ship your rifles/pistols with the necessary modifications to make them compliant with the law in the USA. Rifles with protruding muzzles will be painted orange. Regarding pistols, some models do not have a protruding barrel so a plastic orange tip will be affixed to it.

Please allow 3-5 extra working days for processing your order if you require such modifications.

​

I'm from the USA, is the original flash hider included in the box with the rifle?
Due to legal reasons, we can't ship the original flash hider in the package as it can be construed as an attempt to modify the legally compliant rifle into a non-compliant one. However, we can legally ship the flash hider separately for a flat fee of 15 USD.

​

Are your airsoft pistols full metal?
Tokyo Marui gas pistols are typically made from high end ABS materials, except for the magazines which are fully metal. ABS allows for better performance, higher shooting reactivity, lower gas consumption and lower scratching than other pistols on the market.

​

On the other hand, our electric and gas rifles are mostly made of metal to improve rigidity during full auto fire.

​

Is there a minimum order value?
The minimum order value is currently 70 USD. We cannot process your order if the value of the cart is below that threshold. We apologize for any inconvenience that may cause you.

​

Do you offer a warranty on your products?
Yes, Tokyo Marui products come with a 3-month factory warranty that covers manufacturing defects. Warranty claims for product malfunction or damage due to improper use, customization, accidental damage or disassembly will not be accepted.

​

Should you encounter issues with your product, please contact us here to give us information about the possible malfunctions.

​

Please be also sure to check our Troubleshooting page to eliminate most common issues with your airsoft product.

 

Can you ship loose batteries?
Due to transport restrictions, we currently can only ship batteries if they are inserted in their intended item. For example, we can ship a 8.4v battery if it is inserted in a compatible rifle prior to being shipped out. We cannot ship out a battery if it's not inside the item it powers. We apologize for the inconvenience caused.

​

Do your rifles come with a battery and a charger?
Batteries and chargers are not included in our electric rifles. Please purchase them separately in the Accessories section.

​

What about taxes and customs fees?
We do our best to minimize potential fees for our customers. However, some parcels are randomly processed through customs and fees such as VAT in Europe and tariffs fees in the USA may be incurred. The end user is responsible for the payment of this fee. Note that we don't accept refund requests based on customer's unwillingness to shoulder this potential extra cost.

​

What type of gas should I use for my airsoft pistol?
Please note that Tokyo Marui products are designed to work with HFC 134a. Be advised that we cannot honour warranties stemming from damage due to the use of other gas types (such as 'green gas', 'red gas' etc..).

​

In Japan, the freon gas (HFC 134a) is not regulated and it is widely used. In other regions such as Europe, HFC134a is not allowed and propane or butane is used instead.

​

We recommend that you only use 144a gas which is the closest gas easily found in Europe or the USA such as Abbey Gas or a gas with the specific mention 'for ABS slides'.

​

Also, CO2 cartridges are not compatible with Tokyo Marui products and should never be used to operate them, the pressure of this propellant being much too high and will damage your airsoft gun and carries risk of serious injury due to the intense pressure CO2 produces.

​

I'm from the UK and I don't have a UKARA number, can I still order?
Unfortunately, the modifications necessary to comply with the UK laws in case you don't have a UKARA number are too severe (50% of the model must be painted in bright blue), so we cannot process orders without a valid UKARA number. Thank you for your understanding.

​

Some accessories listed on the product page are missing, why is that?
Some accessories (such as cleaning rod, charging tube, charging rod, bolt sleeve, etc... ) may be displayed on the product page but not necessarily present in the package. This is due to variations production batches. The contents of the accessory box may vary without notice. Thank you for your understanding.

​

My airsoft gun malfunctions, can you help me?
Although malfunctions are uncommon with proper handling, some issues can still arise. Please visit our comprehensive guides about operating and troubleshooting your airsoft gun here.

​

What about plastic orange tips for the USA?
Airsoft rifles and pistols shipping to the USA must be modified to comply with US laws, so we add a plastic orange tips on pistols and plastic orange flash hiders on rifles bound for the USA.

​

If necessary, these tips can easily be removed using isopropyl alcohol, or acetone to dissolve the glue. However, please note that we don't recommend this practice as it might be illegal in your state to do so. You are ultimately responsible for maintaining the legality of the products you order from us.

​

We also tape the following gun parts with bright orange tape: trigger guard, handgrip and butt stock.

​

I'm new to airsoft and don't know how to use my gun, please help.
We are happy that you take an interest in Tokyo Marui's products and that you have started playing airsoft. Please check our Safe Handling page for advice on how to behave when you play airsoft and how to use airsoft products safely.

​

Do you provide an exploded view diagram of my model?
Please visit our Downloads page where you will find the instruction manuals with exploded view for most current models for more information.

​

I would like to modify my airsoft gun, can you give me some advice?
Tokyo Marui's product are sold pre-assembled and are not meant to be customized or disassembled. Please find more information about modifications on this page.