Shipping & Returns
1. 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 taxation, 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.
2. Rates and Delivery Times
Shipping is free for all pistols and rifles listed on the website. However, accessories carry a shipping fee that is calculated at checkout, according to their weight and price. Regarding delivery times, we strive to ship out as fast as possible and usually you'll receive your order within 7 to 15 working days.
3. 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. Please contact us if the parcel is not received within 45 days after shipment.
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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.
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4. Returns
In case of dissatisfaction with a product that does not match the description on the website, the customer has 5 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.
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It is possible to cancel your order and receive a full 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.