FAQ

Please read our return policy for online orders: Items can only be returned if they're in original un-used condition with all original packaging within 14 days of purchase.  Returned items that meet these conditions can be either issued a refund (minus a 20% restocking fee) or store credit for the full amount.  Final sale items cannot be returned for store credit, exchange or refund and these items include: STATIONARY, ART PIECES, VINTAGE ITEMS, JEWELRY, BOOKS, FOOD, WORKSHOP FEES, GIFT CARDS, MASKS, SEASONAL ITEMS LIKE CALENDARS, AND FURNITURE.   

Customers are responsible for all shipping costs for returning and/or exchanging an item.  Items that are returned in used condition or without original packaging will not be accepted, and the customer will be notified.  It will be the customer's responsibility to retrieve their returned item by paying for additional shipping or picking up the item in-store.  Items that are not accepted as a return, and are also not retrieved by the customer, will be discarded after 2 weeks.

All our products have a close relationship and connection with Japan.  Many products are designed and made in Japan, while others are designed in Japan  and then produced outside of Japan. We are also proud to carry a growing number of products designed and made beautifully by local Japanese makers here in Los Angeles.  

Our store's founding commitment since 2003 has been to bring interesting and compelling stories from Japan to our customers.  There are still many Japanese products we have yet to find so we will keep this concept for many years to come!

Unfortunately, no....  We only ship inside the United States.  We apologize for this inconvenience.

Before shipping orders we will always check the condition of the item to ensure all products are in good condition before shipping.  If you receive a damaged item, please let us know within 48 hours of its arrival - by phone or by email - so we can be of assistance.  Please keep all original packing material inside the box, as well as the the original box in which it was shipped, and the damaged item so all three components can be picked up by the responsible courier service for damage inspection.  We will start a claims process with the courier service so that a replacement can be shipped to you.  

Unless these conditions above are followed, Tortoise will not be able to take responsibility for any damages.