Info
Customer Service
Need to reach us? For information regarding online purchases and for further contacts please see below.
Customer Service for Retail Sales—
retail@tokyobayinc.com
Repairs Dept: repairs@tokyobayinc.com
Mail in repairs to
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 9 a.m–5:30p.m. PST
PRESS RELATIONS: marketing@tokyobayinc.com
WHOLESALE TRADE INFO: sales@tokyobayinc.com
Payment Methods
TOKYObay accepts: Visa and Mastercard
How we ship to you
At this time TOKYObay only ships within the United States. Please check our store locator for a list of our recommended retailers.
We ship by UPS Ground, 2nd Day or Next Day Air—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.
Orders placed Monday–Friday before 1pm PST will ship within 3–4 business days pending availability of product and credit verification. All orders placed after 1pm will begin processing on the next business day. Excluding listed public holidays.
Need to return to us–here is our 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.
Follow these simple Return or Exchange steps
- 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 doesn’t 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. We have 2 basic types of water resistance for our watches, 3 ATM and 5 ATM (which is specified in most of the product descriptions on our site for reference). The majority of our watches fall under the 3 ATM category.
3 ATM or 99 feet
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 & 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 & soap i.e. bathing/showering. The majority of our watches use Italian leather straps & 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 & 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 or 165 feet
There really isn’t much change in regards to 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 skiiing-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 contactrepairs@tokyobayinc.com for availability and cost. 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. Metal used — Stainless steel / Brass / Alloy / Iron. Plating material — Nickel-free plating which may have a gloss, matte, antiqued finish or patina that has an aged look. No exotic or endangered skins used.
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.
Customer Service :retail@tokyobayinc.com
Repairs ext. 207 repairs@tokyobayinc.com