FAQ

Customer Service

Need to reach us?

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

Customer Service:
retail@tokyobayinc.com

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

Mail in repairs:

Attn: Repairs, Tokyobay
745 Bryant Street, San Francisco CA 94107

Phone Orders: 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 TRADE INFO: sales@tokyobayinc.com

Payment Methods

TOKYObay accepts: Visa and Mastercard

Shipping

At this time TOKYObay only ships within the United States. We have distribution internationally so please check our store locator for a list of our recommended retailers and distributors overseas.

We ship UPS Ground at a flat rate of $8.50 on orders under $150. Purchases at $150 and over will receive free shipping anywhere in the continental United States (excluding Alaska and Hawaii). We also offer 2nd Day or Next Day Air shipping options for an additional fee. Please allow 3-7 business days shipping UPS West coast ground, and 7-9 business days shipping East coast ground.

Orders cannot be shipped to P.O. Boxes.

Order shipped outside of California will not be charged sales tax. Orders shipped within California will be charged sales tax under law.

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).

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.

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.

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.

FAQ

Q. Is your watch covered with a warranty?

A. Yes, the watch movements are warranted against manufacturing defects for one year but we do accept watches that have defects in workmanship or material outside of this time. Call it an unofficial lifetime warranty! Our watches use a Japanese Quartz Miyota movement that is reliable and accurate. See our printed warranty included with every watch for details. Most of our watch repairs and replacements are handled at our San Francisco facility. repairs@tokyobayinc.com

Our warranty does not cover battery, case, crystal, strap or bracelet.

This warranty is void if the watch has been damaged by accident, negligence, unauthorized service, or other factors not due to defects in material or workmanship.

Q. Are your watches waterproof?

A. No. We have two basic types of water resistance for our watches, 3 ATM and 5 ATM. TOKYObay watches are all tested for at least a 3 ATM resistance.

3 ATM

Technically, this means they have been tested to withstand static pressure for only a short period of time at the stated depth. Put simply, they can be exposed to water, but should NOT be submerged in water i.e. swimming and diving.

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. Just as you wouldn’t swim or shower with your leather shoes or bag, we suggest you leave your watch poolside to keep it looking & working as it should. 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 our FAQ for further info on our watch warranty.

Below is the Industry Organization for Standardization (ISO) definition of 3 ATM water resistance, for those of you who want to be experts on the subject:

Protected in everyday life, bathing, accidental splashes, short swimming or car washing — it is resistant against perspiration, water vapor, rain drops. It is tested for water resistance up to 3 ATM, and must be able to survive 30 minutes under water at a depth of 1m (3 feet) followed by 90 seconds under a pressure corresponding to 30 meters.

5 ATM

There really isn’t much change regarding the water resistance of a watch at this level, contrary to popular belief! According to the ISO, the only difference within this category is you can now go parachuting, hang gliding and skiing in it!

Here’s the official definition by the ISO for 5 ATM resistance:

Protected in everyday life, bathing, accidental splashes, short swimming, car washing, parachuting, hang gliding, and skiing — it is resistant against perspiration, water vapor and rain drops.

Q. What type of battery do your watches use?

A. Our watch batteries are 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 parts inside the watch, please seek a professional for help with this.

Q. Can I get a replacement watch band?

A. Yes, we can supply replacement bands for our watches. Please contact repairs@tokyobayinc.com for availability and cost. If you are unsure of the style of your watch, please include a snap from your phone so we can assess which strap you will need — we have a variation of widths that are not always interchangeable. Stock can be limited due to model and year of model.

Q. What materials are used in your watches?

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

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-made TOKYObay box with pillow and warranty included.