Customer Support & Shipping Information
How Can I Contact Tsuki Customer Support?
You may reach a Customer Service Representative at hello [at] tsuki [dot] market
Hours of Operation
Monday-Friday, 9:00am EST-5:00pm EST (excluding holidays)
When Will My Order Ship?
We have been made notified by our shipping vendor that as of March 2, 2022 shipping to Russia has been suspended until further notice.
Orders are currently shipping out within 10-15 business days (weekends & holidays excluded). This means that your order will be dispatched from our warehouse in this timeframe, not delivered.
Basics Pre Orders will start shipping February 6th-10th, 2023.
Are there additional costs upon delivery (customs, duties, taxes)?
Sometimes there can be additional costs due upon delivery, depending where your item ships from and where you are located. We cannot be responsible for any additional import charges charged by your country's import laws. This is out of our control and unfortunately we can not know or foresee what additional charges may be due upon delivery. Please note that should you have to pay additional fees at the door, these are your responsibility. If you do not pay them then your order will be returned to us and at which point, we will issue you a refund less the original shipping cost plus a handling fee of $10.00 USD.
What does ethical mean to us?
What is Your Returns Policy?
Please notify Customer Service before returning an item/order. The returned items must be unworn with the original tags still attached. Please note that the customer is responsible for any fees associated with returning the package. Your refund for the returned items (shipping fee excluded) will be processed through once the package have been received back at our warehouse.
Can you explain Shipping Costs?
Shipping costs for your order are always displayed in the order breakdown on the checkout page. Your shipping price depends on multiple criteria, including your shipping address, shipping method, and number of items in your order.
My Order was returned to sender, what happens now?
If your order was returned to sender, please note that you will need to pay a reship fee before your replacement will be sent out.
My Order was shipped, but never arrived. Now what?
If your order was shipped out but never arrives, please let us know ASAP. We will either look into having a replacement package shipped out to you, or we will proceed with a refund for the missing item/s (minus shipping fees). Issues that are not brought to our attention within 90 days of the original ship date will not qualify for a refund and will need to pay a reship fee to have the order resent.
If your shipping address is input incorrectly upon purchase, you will be charged a reship fee to have a replacement package sent. If we do not have the inventory to have a replacement package sent, you will be refunded for the item/s not received (shipping fee not included).
Where are the orders shipped from?
Most orders are packed in Canada. Once packages are sent out with the shipping carrier, they are then shipped out to customers from our shipping partners US warehouse.
Our Hokusai Collection with A.P.O.H. ships from the UK, and as such, has different shipping rates, timing, and options. If you place an order with items from both the Hokusai and our regular collections, the items will be shipped and charged separately, and you will receive 2 separate tracking numbers for your order. If your country isn't available on our current ships to list, please get in contact and we'll see if it can be added.
International Shipping
We ship to most countries, all over the world, with the exception of countries where we are prohibited from shipping based on international agreements and shipping restrictions. A list of unsupported countries where we cannot ship can be found HERE. International shipments can be tracked at: HERE
Do You Offer Expedited Shipping?
We currently do not offer expedited shipping, but we will make sure you get your order as soon as possible!