FAQ

Customer Service Support

Need to reach us?

For information regarding online purchases and for further contacts please see below.

Customer Service | hello@tokyobayinc.com  

Repairs, Warranty & Replacements| repairs@tokyobayinc.com
or 1-800-653-1771 ext. 207

Mail in repairs:

TOKYObay Repairs
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

PRESS RELATIONS | marketing@tokyobayinc.com

WHOLESALE INFO | sales@tokyobayinc.com

Payment Methods

TOKYObay accepts Visa, Mastercard and PayPal.

Shipping

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 UPS Ground at a flat rate of $10.50 on orders under $150. Purchases at $150 and over will receive free shipping. 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 flat rate of $10.50 on orders under $150. Purchases at $150 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.

Canada

We ship via USPS mail at a flat rate of $25.00 on all orders. We do not offer 2nd Day or Next Day Air shipping options for Canada at this time.

Return Policy

Returns and exchanges are accepted 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.

All sale items are final and cannot be returned or exchanged.

Steps for Return or Exchange

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.

Warranty

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 your TOKYObay watch malfunctions within the 5 year period, TOKYObay will repair your watch.

TOKYObay does not cover damage resulting from abuse or mishandling, over exposure to water or normal wear and tear of scratches and abrasions to the crystal, case, band or buckle. 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 activate 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.

Repair

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. Pre-payment 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.

Watch Band Replacements: 

$20.00 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 $25.00. You can also contact repairs@tokyobayinc.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.

Battery Replacements:

$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 repairs@tokyobayinc.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.

Repair Mail In Address:

TOKYObay Repairs
745 Bryant Street, San Francisco CA 94107

Watch Crystal Repair:

Ranges between $35.00 - $55.00 (depending on the model of the watch) + $5.00 shipping & handling charge. You must contact repairs@tokyobayinc.com with a repair request before sending it to us. We will get back to you within 2 business days.

Keeping You Safe

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.

Q. Are your watches waterproof?

A. No they are not. All of our watches are water-resistant up to 3ATM. Please do not submerge the watch in water or expose to extreme temperatures. Things like washing your hands, getting it splashed and day to day perspiration are all part of normal wear but we do not recommend you expose our watches on a continued basis to water and soap i.e. bathing/showering. The majority of our watches use Italian leather straps and antiqued finishes, which means they are not designed to endure constant contact to these conditions. If it does accidentally get submerged in water and stops working, contact repairs@tokyobayinc.com and we can normally fix your watch and replace damaged straps for a fee. Please see above for further info on our watch warranty.

Q. What type of battery do your watches use?

A. All of our watches use standard disc batteries, available anywhere batteries for watches and clocks are sold. Average life for a watch battery is 12 to 18 months. Changing a battery without the correct tools can damage the metal and delicate movement inside the watch, please seek a professional for help with this or contact our repair department.

Q. What materials are used in your watches?

A. Full grain genuine leather, cotton, nylon, vinyl, optical acetate, mineral glass.

Metal used: Stainless steel, brass, alloy, iron.
Plating material: Nickel-free plating which may have a gloss, matte, antiqued finish or patina. No exotic or endangered skins used.

Some of our watch leather bands and small leather goods are designed using an oiled and/or uncoated, natural leather allowing its unique characteristics to develop with time and wear. Slight variations in texture and color should be expected and are not a manufacturing defect. With this treatment process, the leathers have not undergone any waterproofing treatment, therefore grime and moisture may cause staining and deterioration. Many of our watch straps use a suede or composite leather backing stitched onto the genuine leather strap for further durability and comfort.

Q. How are your watches packaged?

A. Each watch is individually gift packaged and protected in a sleek custom TOKYObay leatherette box with pillow and printed warranty included.

Q. Does TOKYObay have a storefront?

A. No, our San Francisco address is our company offices. We currently only sell through our online store and selected retailers nationwide and internationally. Visit our Where to Buy store locator page to find a retailer in your area.