Before contacting us, please pay attentions to the following:

1. Please turn off / watch your junk mail for an e-mail from us.
Some customers claimed that we never reply their e-mail. The painfully truth is, we do send reply under a few hours. Don't let this happened to you. If you send an e-mail and not receiving any respond within a day or two, there are two possibilities. We can read your mail but our response is automatically being filtered to the junk mail box by your mail server. In this case, you should check your junk mail and mark our response as "not junk". The other reason, your mail server (company such as comcast, netzero, etc) automatically blocks and delete any incoming mail from free e-mail account such as: hotmail, gmail, yahoo mail. To solve this issue, try to use other e-mail account and e-mail us again, until you get a respond from us.


2. Looking for your tracking number?
We will automatically send a shipping notification to you within 2 - 3 business day, from the date your order was shipped. The said e-mail will contain your tracking number and some helpful information regarding your package. If you did not get our shipping notification, please do contact us immediately.


3. How long is your process time (before you ship the order)?
Generally, all pre-orders will ships after 2 - 3 weeks processing timeframe, regardless of the order size. Keep in mind that this timeframe does not guaranteed to be 100% accurate and heavily depends on our current orders log or other unforeseen circumstances.  We will do our best to ship your pre-order as quickly as possible. However, please expect to add a bit more time, such as 1 - 2 weeks, should major unforseen delay occurs.


4. Any update on my order? Is my order ready to ship?
Your order status is posted here on the order status page. Do keep in mind that the order status page is not real-time updated. If you recently placed an order, your order status will not be posted there until after approximately 1 - 3 days.


5. Package never come?
Technically, once we drop the package at the post office, the package is no longer under our control. It is up to the post office to deliver the package to you, in a timely manner. Unfortunately, package sometimes do get delayed or lost during shipping. If you are one of the few unfortunate customers who experience this, do not worry, unlike other dealer, we will do our best to assist our customers with their lost package.

After waiting for a reasonable transit time period (please add 1 - 2 weeks more, in case of a delay), notify us with the issue and we will work it out. If your package lost in transit, we will try our best to recover the shipment for you and make a claim with the post office. Should the recovery failed, what we can do is ship the exact order free of charge (or small replacement fee might apply), but you might have to pay for the shipping cost again. If we won the claim, shipping to your residence will be free of charge.


6. Receiving defective item?
We are deeply apologize if part of your order came in as defective. Please e-mail us as soon as you can, describe the problems, and we will get back to you in regards whether you are required to return the defective disc  to us or not. If we do not ask you to return the defective disc, that's means we will process and ships your replacement as soon as possible, free of charge, using our method of shipment. You can keep the defective disc.

Defects that is reported during 30 days from the date you received your package, will be entitled for free replacement and free shipping of our choice. After 30 days has passed, you will be charged for another shipping cost and a small fee to cover our expenses. Please note, free shipping for replacement is limited to one time shipment only. If you request another replacement for the same series, for the second time, shipping is no longer free. You will be charged for another shipping cost.


Most of your common questions are already answered in our FAQs.
Please try not to repeat the questions that already answered in our FAQs . Try to search the issue and solution beforehand.


Ask any questions, send your e-mail to tokusatsudvd@live.com
We're here to help. We believe a good communications is the key to a successful business relationship. If you need any additional help that is not listed on our FAQs page, please do not hesitate to contact us.


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