Frequently Asked Questions

Our masks are manufactured in China. They're recently manufactured and last for a good 3 years.  

Unfortunately, we are NOT able to cancel any orders once payment has been processed.

You will be given a tracking number to track the status of your order.

What is a pre-order?

Pre-orders are products that Tokimeku sells but do not maintain inventory on-hand. These usually include products with short shelf-lives or niche products.

Why should I pre-order?

Purchasing a pre-order item helps us order exactly the right amount of stock from our manufacturers. It is a great way to secure an item and reduce wastage!

How does a pre-order work?

To secure your item, full payment is due at checkout. Manual payments must be received with the order number in order for us to proceed. When the item arrives at our warehouse, we will process the item within 2-3 business days. The estimated delivery time differs based on the pre-order item you are purchasing. Please refer back to the individual product descriptions on the item you wish to purchase for estimated arrival time for that particular item.

How do I know if an item is a pre-order?

All pre-order items will be marked "pre-order" and will have an estimated shipping date in the description.

What if I want to purchase a pre-order item together with items that are in stock?

The entire order will be held until the pre-order item has arrived and all the items can be delivered together. If you would like your in-stock purchases to be delivered first, kindly purchase the items separately.

Similarly, pre-order items with different lead times will be delivered when the final item arrives. You may choose to separate and group the orders according to the waiting time stated in the individual product listings. 

Pre-order Disclaimer

Because the item has not yet reached us, we can not guarantee the exact date your item will ship. Each pre-order item has an estimated shipping date but this is subject to changes from the manufacturer without prior notice.

Unfortunately, we are unable to cancel any orders after payment has been processed. If for any reason we are not able to fulfill your pre-order, we will reach out to you to settle refunds.

Should I contact Tokimeku for a more precise delivery estimate for my order?

Upon receiving your order, Tokimeku immediately requests for the delivery of the item. The waiting time for each product is dependent on the manufacturer(s) and out of Tokimeku's control. Our sales will reach out to you if there are any changes to the delivery timings.

I've been waiting for too long! Can I cancel my pre-order?

By adding to cart and proceeding with payment, you have agreed to the waiting time as stated in each product listing. We are unable to perform cancellations after payment has been processed. Refund requests for pre-orders will only be entertained if two weeks has passed since the stated waiting time and the product has not been delivered. 

For refunds due to defective or damaged goods, kindly reach out to our sales team.

Can't find a specific product?

Contact us via e-mail and we will look into bringing it to our stores! Sometimes, we may plan not to maintain physical inventory for certain products but if it’s something you are interested in, we can have a discussion on it. 

Our return policy lasts 30 days. If 30 days have gone by since your purchase, we are unable to offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several items are exempt from being returned. These include single use products (for sanitary/hygiene purposes), hazardous materials, flammable liquids or gases, and gift cards. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. 

Return or Refund

To complete your return, we require a receipt and proof of purchase from us.

Please do not send your purchase back to the manufacturer.

Kindly email the relevant information to sales@tokimeku.com 

Exchange

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@tokimeku.com, and send your item to Tokimeku Pte Ltd, 1 Genting Link, #02-04, Singapore 349518. 

You may also visit us directly to make the exchange. 

Unfortunately, shipping costs are non-refundable. If you receive a refund, the cost of shipping and return shipping will be deducted from your refund. Alternatively, you can arrange and pay for your own shipping costs for returning your item, then only 1 way shipping will be deducted from the refund. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchase shipping insurance. We are unable to guarantee that we will receive your returned item.

Currently, we deliver to Singapore, Myanmar, Philippines, Thailand, Italy, Spain, United Kingdom and United States.  

We offer Standard and Expedited delivery services. 

Standard shipping takes on average 6 - 12 days while Expedited shipping takes on average 4 - 6 days.  

For full details, please refer to our shipping policy here.  

Please note that: 

- For international orders, standard shipping takes up to 14 working days and 5 - 7 working days for expedited shipping. 

- All prices are in SGD. 

- For shipment to remote areas, a remote area fee of $36 will be applied. 

- Feel free to contact us directly for bulk orders or for more information on shipping to your destination.