Help
Questions about ordering
Q: How can I order?
A: Please add the item to your cart from the product page and proceed with the purchase. If you are required to log in, please enter your account information.
Q: What payment methods are available?
A: We accept the following payment methods:
• Credit card
• Bank transfer
• Cash on delivery
• Apple Pay
• Google Pay
Click here for more details.
Q: What if I want to change my order?
A: Generally, we cannot accept changes after an order has been placed, but we may be able to accommodate requests before the item is shipped. Please contact customer service as soon as possible.
Shipping Questions
Q:How long does delivery take?
A: After placing your order, we usually ship within 3-5 business days. This may vary depending on your region and stock availability, so please check your shipping notification.
Q: Is there a shipping charge?
A: Shipping is free for orders over 10,000 yen. For orders under 10,000 yen, shipping charges will apply according to your region.
Q: Can I ship overseas?
A: Currently, we only ship within Japan. Please note that we do not ship overseas.
Return and exchange questions
Q: Can I return or exchange products?
A: We accept returns and exchanges for unused products within 7 days of receiving the product. Please see our return policy for details.
Q: What should I do if I receive a defective product?
A: In the unlikely event that you receive a defective product, please contact our customer service within 7 days of receiving the product for a replacement or refund.
Account Questions
Q: I can't log into my account.
A: If you have forgotten your password, please reset it here . If you have any other login issues, please contact customer service.
Q: I want to update my account information.
A: After logging in, you can change your account information on the My Account page.
inquiry
If you have any further questions or need assistance, feel free to contact us via chat in the bottom right corner or by using the following methods:
• Phone : 03-3542-8999
• Email : tom@traxtokyo.com
• Business hours : Weekdays 11:30-20:00