A. Itoma is a craft-focused brand that brings high-quality tools, materials, and creative kits from Japan to your everyday life.
Shipping & Delivery
Q. Where do you ship from?
A. All orders ship from Vancouver, Canada.
Q. How long will shipping take?
A.
Canada (West Coast): 3–7 business days
Canada (Other regions): 5–10 business days
These are estimates and may vary depending on postal delays.
Q. How much is shipping?
A. Shipping is calculated based on weight and destination at checkout. Orders over $100 qualify for free shipping.
Q. Do you ship internationally?
A. No, we currently ship within Canada only.
Orders & Payment
Q. What payment methods do you accept?
A. We accept major credit cards, PayPal, Apple Pay, Google Pay, and Shop Pay.
Q. Can I change or cancel my order?
A. If your order has not been processed yet, we can make changes. Please contact us as soon as possible at our customer service email (insert email address).
If your item is already shipped, please refer to the return & refund.
Q. Can I track my order?
A. Yes. Once your order ships, you will receive a tracking number by email.
Returns & Exchanges
Q. Do you accept returns?
A. Yes, we accept unused, unopened items within 30 days of delivery. Please note that opened craft kits, needles, and consumable items may not be eligible for return for hygiene and packaging reasons.
Q. What if my item arrives damaged?
A. We will happily replace any defective or damaged items. Please contact us within 7 days with photos of the damage.
Products & Quality
Q. Are your products really from Japan?
A. Yes. We directly source high-quality craft materials and tools from trusted Japanese manufacturers and artisans.
Q. Will you restock sold-out items?
A. Many items are limited, but some core products will be restocked regularly. You can sign up for restock notifications on each product page.
Gift Orders
Q. Do you offer gift wrapping?
A. Yes, we offer gift-ready packaging using eco-friendly materials inspired by Japanese aesthetics. (+$5)
Other
Q. How can I contact you?
A. You can reach us via email or through our contact form. We typically reply within 1–2 business days.
General Inquiry
For questions about products, orders, shipping, or anything else.
