Need to reach us?
For information regarding online purchases and for further contacts please see below.
Online Customer Service | firstname.lastname@example.org
Repairs, Warranty & Replacements | email@example.com
1-800-653-1771 ext 207 or Repair Request Form
Press & Partnerships| firstname.lastname@example.org
Wholesale Enquiries | email@example.com
Attn: TOKYObay Repairs / Eric
745 Bryant Street, San Francisco CA 94107
PHONE | 1-800-653-1771 or 415-808-4880
FAX | 415-777-4887
HOURS | Mon–Fri 9a.m.–5:30p.m. PST
TOKYObay accepts Visa, Mastercard and PayPal.
At this time TOKYObay only ships within the United States and Canada. We have distribution internationally so please check our store locator for a list of our recommended retailers and distributors overseas.
Orders placed Monday–Friday before 1pm PST will ship within 2 business days pending availability of product and credit verification. All orders placed after 1pm will begin processing on the next business day and ship within 3 business days (excluding listed public holidays).
Orders cannot be shipped to P.O. Boxes.
Continental United States
We ship via FedEx Ground. Purchases at $50 and over will receive FREE Ground shipping. All purchases under $50 will be shipped Ground for a rate between $3.95 - $5.95. We also offer 2nd Day or Next Day Air shipping options for an additional fee.
Orders shipped outside of California will not be charged sales tax. Orders shipped within California will be charged sales tax under law.
Alaska & Hawaii
We ship via USPS mail at a rate between $3.95 - $5.95 on orders under $50. Purchases of $50 and over will receive FREE shipping. We do not offer 2nd Day or Next Day Air shipping options for Alaska or Hawaii at this time.
We ship via USPS International 1st Class at a flat rate* of $15.00 with a 14 business day ship time. (*Note: flat rate applies to packages under 4lbs. Increased rates may apply for heavier packages.)
We ship USPS International Priority Mail at a flat rate of $30.00 with a 6-10 business day ship time.
Returns and exchanges are accepted within 14 days of purchase. If an item is purchased for the holiday season in November/December, we will accept product within 30 days of purchase. Goods must be in original condition in gift packaging with tags attached.
TOKYObay will refund the cost of the item(s) to the credit card used for original purchase. TOKYObay does not refund shipping charges.
Your refund will be processed within 3–5 business days of receiving the goods back in our warehouse. You will be notified by email when the transaction has taken place. Any returns that fail to meet the above return policy requirements will not be credited. For all exchanges, there is a $10.50 shipping cost to send you the new item.
All sale items are final and cannot be returned or exchanged.
STEP 1. Pack the merchandise to be returned so it will reach us in good condition.
STEP 2. Mark the appropriate reason for return or exchange on your invoice, or copy of the invoice, and pack it in the box. Please let us know how to reach you, make sure that your name, address, phone number and e-mail address are included.
STEP 3. Enclose invoice and return to the address on the back of the form with your preferred carrier.
STEP 4. When we receive your return package from UPS/MAIL we will e-mail you the status of your return. Your request for return or exchange will be processed within 3-5 business days of receiving your return, provided it meets all of the above requirements.
TOKYObay offers a 5 YEAR WARRANTY on all watches that have been purchased from an authorized dealer.
TOKYObay guarantees that your watch will be free of material and workmanship defects and warrants the dependable functioning of its entire movement and dial. If the movement or dial malfunctions within the 5 year period, TOKYObay will repair your watch. Straps are NOT covered under warranty.
TOKYObay does not cover damage resulting from normal wear and tear on straps, scratches and abrasions to the crystal, case or buckle, over exposure to water or general abuse or mishandling. Unauthorized alterations or tampering through the addition or substitution of parts not supplied by TOKYObay will not be covered. Watches purchased from an unauthorized dealer are not warranted.
To redeem the warranty, a receipt of purchase or the printed warranty included in each TOKYObay watch box must be provided for all purchases after July 1st, 2015.
Out-of-warranty repairs will be subject to costs below. Any other repair costs not listed below will be determined by the repairs department customer service. Prepayment is required. International repairs will be charged the standard shipping rate.
TOKYObay is not responsible for any lost or stolen items during transit so sending product to us with a tracking service is recommended.
$25.00 strap fee + $5.00 shipping & handling charge. Send your watch to the repair dept. address below and enclose a note stating you would like a strap replacement, a return address, daytime phone number and check payable to Tokyobay Inc. for $30.00.
If you would like to replace the strap yourself, please call Eric at 1.800.653.1771 x 207 to order the right size/style for your watch and pay by credit card over the phone.
You can also contact firstname.lastname@example.org for support. Note: If you live in California and wish to send a check, you will have to include an additional sales tax on the above fee. Contact us for current rates.
$10.00 + $5.00 shipping & handling charge. Send your watch to the repair dept. address below and enclose a note stating you would like a battery replacement, a return address, daytime phone number and check payable to Tokyobay Inc. for $15.00. You can also contact email@example.com for support. Note: If you live in California and wish to send a check, you will have to include an additional sales tax on the above fee. Contact us for current rates.
Ranges between $35.00 - $55.00 (depending on the model of the watch) + $5.00 shipping & handling charge. You must contact firstname.lastname@example.org with a repair request before sending it to us. We will get back to you within 2 business days.
745 Bryant Street, San Francisco CA 94107
TOKYObay will not sell or share your information with any other entity.
TOKYObay uses Secure Socket Layer (SSL) technology to protect the security of your credit card information as it is transmitted to us. SSL uses an encryption program to scramble the information you provide, as it travels from your computer to our website’s servers. For your safety and security, TOKYObay does not save or store your credit card information once your order has been processed. You will need to enter your billing information each time you make a purchase with us.
We reserve the right to change these policies at any time