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HjemForumThread #7182

Figure Site and Shop Forum[Web Shop] Tokyo Otaku Mode (TOM)

222 svar

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  • pafy6285Regular Boarder
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    Ordered around $430 worth of items including a Sakura artbook and the 20% coupon was applied to the whole order, so just paid around $305 (there are also 5% discounts on some items, plus used $30 tom points). Whole order is also free shipping including items coming from Japan. Earned $60 TOM points (BTW, I'm in Canada).
  • CrazyBilkesRegular Boarder
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    Ok so maybe it was a glitch. I’ll try and go through the process again and see if it still does it.
  • NautRegular Boarder
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    CrazyBilkes (1 måned siden) #34492915That’s super strange. This is the outcome I had expected but for some reason it wouldn’t allow me. Are you in the US?

    Yes I am in the US.
  • CrazyBilkesRegular Boarder
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    I dunno what the deal is, but it still won’t work for me. I tried to purchase the Artoria Pendragon deluxe edition they just put up today along with a cheap little Sakura item.

    When applying the coupon, it negated the sale price of both items and based it off of the full list price, making the cart total over $200, AND added a shipping charge to both items even though I was over $150.
  • PlatoGRegular Boarder
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    CrazyBilkes (1 måned siden) #34594166I dunno what the deal is, but it still won’t work for me. I tried to purchase the Artoria Pendragon deluxe edition they just put up today along with a cheap little Sakura item.
    When applying the coupon, it negated the sale price of both items and based it off of the full list price, making the cart total over $200, AND added a shipping charge to both items even though I was over $150.


    Some item's shipping will be chargeable if the size is exceed SAL small packet and have to force EMS.
    Saber Delux Version is belong to EMS group if i am right.
  • CrazyBilkesRegular Boarder
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    PlatoG (1 måned siden) #34595907Some item's shipping will be chargeable if the size is exceed SAL small packet and have to force EMS.
    Saber Delux Version is belong to EMS group if i am right.


    That can’t be correct in this instance because the Artoria Deluxe version is marked to ship from the US location and I am in the US so there is no option for EMS, only the standard FedEx option.

    But I also tested it again with just the Artoria figure alone and she still had free shipping by herself. So somehow applying the coupon is causing each item to gain a shipping charge.
  • kiremec48Regular Boarder
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    I just used the coupon with all capital letters ( CCSAKURA ) and it worked. Just added a small Sakura keychain to my order and it gave me 20% off the total.
  • dalliRegular Boarder
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    Anyone here has a Premium Membership? I'd like to know if there's a Free Shipping for a value lower than $150 for Premium memebers (it had before, but now I don't find anything about it on the Premium FAQ).
    Or at least, what kind of discounts on shipping does a Premium Member get?
  • SquidssiahMessiah of SquidsRegular Boarder
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    dalli (25 dager siden) #34888627Anyone here has a Premium Membership? I'd like to know if there's a Free Shipping for a value lower than $150 for Premium memebers (it had before, but now I don't find anything about it on the Premium FAQ).
    Or at least, what kind of discounts on shipping does a Premium Member get?


    Hi there.

    I currently have the premium membership and from what I’ve seen after placing several orders you now only get free shipping for values at $150+ regardless of membership or not.

    There is discounted shipping for some items though and you essentially pay half of the shipping and get some credit back in TOM points. I do not know if this is exclusive to the membership.

    I’ve only been offered it once and it was for a small plush;I believe it was small air packet. The total cost I paid for that was $4 and I got $2 back in points.

    It was in a larger order with several other items however and it was the only item they offered that had discounted shipping.
  • dalliRegular Boarder
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    Squidssiah (25 dager siden) #34889206Hi there.
    I currently have the premium membership and from what I’ve seen after placing several orders you now only get free shipping for values at $150+ regardless of membership or not.
    There is discounted shipping for some items though and you essentially pay half of the shipping and get some credit back in TOM points. I do not know if this is exclusive to the membership.
    I’ve only been offered it once and it was for a small plush;I believe it was small air packet. The total cost I paid for that was $4 and I got $2 back in points.
    It was in a larger order with several other items however and it was the only item they offered that had discounted shipping.

    Ok, thank you for your input!
  • CrazyBilkesRegular Boarder
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    dalli (25 dager siden) #34888627Anyone here has a Premium Membership? I'd like to know if there's a Free Shipping for a value lower than $150 for Premium memebers (it had before, but now I don't find anything about it on the Premium FAQ).
    Or at least, what kind of discounts on shipping does a Premium Member get?


    I’ve been a “Premium” member for almost a year and lately it seems like paying for this service is more of a detriment than it is beneficial. I’ve tried to place several orders that were above $150, but I still get charged shipping. What happened? TOM used to offer free shipping without restriction as long as you spent over $100, then they raised it to $150, which is understandable, and now it either doesn’t apply at all or you get “discounted” shipping even if you’re paying for Premium service. On top of that, if you try to apply any of your earned points or coupons, they remove any free shipping or item discounts.

    So where exactly is this “Premium” service TOM?
  • take123Regular Boarder
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    Do TOM preorders arrive months after the Japanese release?
    Example for August pre-order they say November available.

    Is there really that big of a delay?
  • EmptyWalletRegular Boarder
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    take123 (9 dager siden) #35778618Do TOM preorders arrive months after the Japanese release?
    Example for August pre-order they say November available.
    Is there really that big of a delay?


    Yeah, TOM figures usually arrive a few months (2-3 months) after the Japanese release date. This is because they are getting the figures shipped from Japan to the US warehouse. Though some figures will be available immediately because they are from the Japanese warehouse (you can check on their descriptions). However, those items may not be eligible for Free Shipping (they need to be SAL) because they are not from the US warehouse. The purkes buying from TOM though are TOM points, sometimes the figures are cheaper after factoring in shipping, frequent discount coupons, and customer service. The reason why I love TOM is their customer support. Unlike Japanese retail who generally do not support abroad or help much with damaged figures, if your figure arrives damaged from TOM, TOM will make it right.
  • take123Regular Boarder
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    Just curious where is TOM located in USA?
  • CrazyBilkesRegular Boarder
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    take123 (9 dager siden) #35784296Just curious where is TOM located in USA?

    Whenever they send me packages, they always come from Portland, OR so I think that’s where their US location is based.

    I’ll second that comment about TOM’s customer support. Whenever I’ve had an issue they’ve always been very responsive and helpful. On a rare occasion that something arrives damaged they’ve always offered me compensation for the inconvenience.

    Also to add, they just started a big promotion today for Premium Members with lots of bonus points available.
  • BlackLemonRegular Boarder
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    CrazyBilkes (9 dager siden) #35820072Whenever they send me packages, they always come from Portland, OR so I think that’s where their US location is based.
    I’ll second that comment about TOM’s customer support. Whenever I’ve had an issue they’ve always been very responsive and helpful. On a rare occasion that something arrives damaged they’ve always offered me compensation for the inconvenience.
    Also to add, they just started a big promotion today for Premium Members with lots of bonus points available.


    I had a damaged package fairly recently, sent pictures/packaging feedback, and could never even get them to reply to me. I have ordered a lot, and it was the first damaged package I have received (so it is rare), but still — not great CS.
  • CrazyBilkesRegular Boarder
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    BlackLemon (9 dager siden) #35825764I had a damaged package fairly recently, sent pictures/packaging feedback, and could never even get them to reply to me. I have ordered a lot, and it was the first damaged package I have received (so it is rare), but still — not great CS.

    That’s strange. Did you send a direct email to them through their “Contact Us” page or did you do it through a feedback page? I don’t think they respond to feedback. Any time I’ve had to contact them regarding damaged packages, I sent a direct mail through the contact page and listed out the order id and the product url. There isn’t any option to insert pictures at that point. I would then receive a fairly quick reply that would ask for photos which I could attach to the reply email.
  • BlackLemonRegular Boarder
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    CrazyBilkes (9 dager siden) #35826192That’s strange. Did you send a direct email to them through their “Contact Us” page or did you do it through a feedback page? I don’t think they respond to feedback. Any time I’ve had to contact them regarding damaged packages, I sent a direct mail through the contact page and listed out the order id and the product url. There isn’t any option to insert pictures at that point. I would then receive a fairly quick reply that would ask for photos which I could attach to the reply email.

    That was likely my issue. I followed an email prompt about packaging feedback, and I guess wrongfully assumed that they would use that channel for CS/order related matters. It’s been a month or two, but I just shot them a note via contact us about the order. Will see what they say.

    The order was only like 10 bucks, but I did use a ton of points on it to get it down that low from retail (scale figure). I thought that might be why they were ignoring me, hah.
  • CrazyBilkesRegular Boarder
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    BlackLemon (9 dager siden) #35826749That was likely my issue. I followed an email prompt about packaging feedback, and I guess wrongfully assumed that they would use that channel for CS/order related matters. It’s been a month or two, but I just shot them a note via contact us about the order. Will see what they say.
    The order was only like 10 bucks, but I did use a ton of points on it to get it down that low from retail (scale figure). I thought that might be why they were ignoring me, hah.


    Yeah that’s soinds like the issue. I’ve often wondered if anyone even reads those feedbacks that they ask you to leave.

    Hopefully they can help you out to resolve it!
  • BlackLemonRegular Boarder
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    CrazyBilkes (9 dager siden) #35827087Yeah that’s soinds like the issue. I’ve often wondered if anyone even reads those feedbacks that they ask you to leave.
    Hopefully they can help you out to resolve it!


    They said packaging feedback does not go to CS as any type of actionable inquiry.

    Ended up being super quick and helpful. No stock to replace my item (sadly, because I actually really like the box) so they provided compensation as an alternative resolution, which was fair to me.
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