Refund policy
Quality Guarantee & Customer Happiness Policy
At Tokyo Tees, we want you to be absolutely thrilled with your gear!
We stand behind the quality and craftsmanship of every product we create. If you're not completely satisfied with your order, we're here to make it right.
Our Made-to-Order Promise
Every Tokyo Tee is custom printed just for you after you place your order. This ensures freshness, reduces waste, and lets us create something special with your name on it. Since each item is made specifically for you, we focus our guarantee on quality, craftsmanship, and getting your order perfect.
What We Cover - Our Happiness Guarantee
Quality Issues, Misprints, or Defects If your Tokyo Tee arrives with any quality issues, misprints, defects, or damage, we'll make it right immediately. You have 30 days from delivery to contact us.
What to do:
- Email us at support@tokyo-tees.com with your order number
- Include clear photos of the issue
- Describe what you're experiencing
Our response:
- We'll review your case within 1-2 business days
- If there's a quality issue, we'll provide a replacement or full refund
- No need to ship anything back to us - we trust our customers
Order Changes & Cancellations
Within 12 Hours: Full refund available if you need to cancel - just email us at support@tokyo-tees.com
After 12 Hours: Your custom tee has likely entered production, so cancellations aren't possible. We work fast to get your order to you!
What We Don't Cover
Since each Tokyo Tee is made-to-order specifically for you:
- Change of mind purchases - We encourage double-checking our size guide and design details before ordering
- Size issues due to not checking our sizing chart - Our detailed size guide helps ensure the perfect fit
- Items that have been worn or used - For hygiene and quality reasons
That said: We're humans talking to humans. If there's a genuine issue or concern, reach out to us. We review each situation individually and often find ways to help beyond our standard policy.
How Long Does Everything Take?
Quality Issue Reviews: 1-2 business days after we receive your photos and details
Replacements: 2-3 business days to print your new tee, plus standard shipping time
Refunds: Processed within 2 business days back to your original payment method (your bank may take additional time to show the credit)
Our Philosophy
We built Tokyo Tees on quality, not quantity. We'd rather make fewer customers extremely happy than many customers just "okay." If something's wrong, we want to know about it so we can fix it and improve our process.
We trust our customers, and we hope you'll trust us to make things right when issues arise.
Questions?
Contact our customer happiness team at support@tokyo-tees.com
We're based in Japan (JST timezone) with native English support and respond to all messages within 1-2 business days.
This policy may be updated occasionally to better serve our customers. Current version: September 2025