Important Notice: Erroneous Customs Duty Charges and Refund Process for U.S. Shipments To Our Customers with U.S. Orders Placed Between November 13 and December 4, 2025 (JST)
We sincerely apologize for the significant concern and inconvenience caused regarding your recent order. Due to a configuration error on our end, we understand that some customers have received notifications from DHL requiring payment for customs duties, despite having already paid these costs ("Duties Included") at the time of purchase.
This issue was caused by a temporary system error with Global-e, our international shipping partner. Please be assured that we are doing everything in our power to resolve this situation immediately.
How We Are Resolving This Issue
Please refer to the following instructions based on your current status:
1. If you have already paid the duties or require immediate delivery: If you need to receive your package urgently, or if you have already paid the erroneous customs charges, we kindly ask that you keep your receipt (or proof of payment). Upon presentation of your receipt, we will arrange for a full refund through Global-e.
- Refund Procedure: Please contact us [shop@tokichi.jp]. Our Customer Support team will respond to your inquiry, and we kindly ask that you reply to our email with your receipt attached.
- Refund Timing: Once we verify your receipt, we aim to issue the refund to your original payment method within one month. We appreciate your patience as this process may take some time.
2. If you have not yet paid the duties: We are currently working with DHL to correct the system settings. If you have not yet paid, please hold off on making any payments to DHL at this time. If you continue to receive payment reminders, please contact our Customer Support immediately. We will instruct DHL to cease the billing requests for your shipment.
Our Sincere Apologies
Once again, we deeply apologize for the confusion and inconvenience caused by this oversight. We are strengthening our system monitoring protocols to ensure this does not happen again. If you have any further questions or concerns, please do not hesitate to contact our Customer Support team.
Sincerely,