FAQ
Frequently Asked Questions
Are your clothes unisex?
- Yes, our apparel is for everyone
Where are you located?
- We are located in Toronto, Canada
Shipping Policy
Where do you ship to?
- We ship worldwide!
How long will my order take to process?
- We process all orders within 1 - 3 business days
I put the wrong/incorrect shipping address, but the package is already in transit
- If a wrong address is entered and the package is already in transit, customers in North America are responsible for paying reshipment fees. Additionally, any fees incurred from the package being returned to us will also be charged to the customer
International Orders (Not North America)
- For international orders, packages are not returned to us if there is an error, such as an incorrect address or unpaid customs/duties. If the package is disposed of as a result, we are not responsible, and customers will need to place a new order.
Pre-orders
When will I receive my order?
- Pre-orders will have a processing time of 2 months. Once your order is shipped you will receive a separate email containing your tracking information.
What happens if I order a non pre-order item?
- All items will be shipped together with the pre-order item.
Returns
We do not accept returns unless there are manufacturer defects, which must be reported within 1 week after receiving your order.
Please contact us at info@torokami.com for inquires.
Exchanges
Guilty Gear -Strive- products are non exchangeable. Please ensure you refer to our sizing chart before purchasing.
*we currently only accept exchanges within North America*
Exchanges must meet the below requirements:
- Customer must contact us within 1 week of receiving their order for eligibility
- Customers are required to pay for the return shipping fee and we will cover the fee to ship the new exchange product back
- Returned product must be in new and sellable condition
- New exchanged product will be shipped out once we have received and inspected the returned product (you will receive a tracking email once the product is shipped out)
- It may take 2-3 weeks for the exchanged product to be shipped out as it takes awhile for the returned product to arrive back to our facility
Customs and Duties
Additional customs duties and taxes may apply to international shipments, which are not included in the standard shipping costs. These charges are determined by the destination country and depend on the type of item and its declared value. Please note that Torokami has no authority over these additional fees. Customers are responsible for settling any customs fees incurred.