Store Policies & FAQ
At time of purchase/checkout, you are agreeing to our terms of service and all policies stated on our website.
Tofu's Trading is not liable for stolen or lost in transit orders that have been marked as delivered. We understand that stolen or lost products are an issue that we have all encountered, however, we are unable to assist in recovering the package.
1. When will my order be shipped and delivered?
All orders are are processed within 5 business days after the order has been made? We are a small team that strives for fast turnaround times.
2. Will my product arrive in excellent condition?
As collectors first, we provide ample amount of shipping packaging to ensure the product arrive to you just as how we receive it. Each orders are packaged with care, however, we are not responsible for small tears/damage during transit that are out of our control.
3. What happen if my product arrived damage?
Small tears and scruffs to the product that may occur to the product during transit are normal and will not be ground for compensation. In the unfortunate event that you receive a damaged product that was due to neglect, please reach out to us at firstname.lastname@example.org with your order number, description, and photos explaining the issues so we could be open a case for reimbursement from the carrier.
4. Can we cancel an order?
All cancellation request will be accepted with a 10% restocking fee to cover credit card service fee, overhead, and applicable shipping fees.
5. Can we return a product?
We currently do not accept any refunds due to the nature of collectible's market. All purchases are final.
6. Can we order online and pick up in store?
At checkout, please use code 'PICKUPSJ" to reserve the product for pick up. We will send out an email or text (if no email were given) once the order are ready for pickup. You must show valid Photo ID when picking up the order.
7. Where do we deliver?
We ship anywhere in the United States with exception to international order. If you wish to purchase outside of the United States, please reach out to us directly at email@example.com for us to estimate shipping.
8. Are pre-order charged immediately or when the item release?
All preorders are charged immediately at purchase.
9. When will pre-orders be shipped?
All pre-orders will be shipped immediately once we receive the product from our distributor if it is within 5 calendar days of street release. We will not send out products earlier than this time frame to oblige with the street date set by manufacturer's company.
10. What happen if the price changes for pre-orders?
If we reduce the price for a set before release, we will refund the difference back to your original payment method as we want you to have the confident that we provide the best possible price in the market within our ability. If the price increase, your pre-order are locked in at the price you pay.
11. Do you have a brick and mortar?
We have a physical location in Downtown San Jose where you can shop in person. Address can be found on our main page, Instagram, and online.