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FAQ

Frequently Asked Questions

We receive many emails, with questions, or comments, everyday. At this page, we will be posting up the most popular questions we receive. We hope you enjoy this page and find it informative as well as enjoyable.

If you have any questions you would like answered, please write to us at customerservice@tokiusa.com the questions you may have may also be the same ones others are wondering, so please help us make this site enjoyable for everyone!!
Thank you to those who have submitted a question, and we hope that this site has answered most of them!!

 

General Questions

What happens if something is broken or looks damaged or defected?
We ask that you examine your items when you receive them, and if there is anything that is broken, or something you feel is defected, you must contact us within 3 business days of receipt of your package. Do not throw away any pieces of the packaging. We will have the item replaced for you, but you must contact us within 3 business days. Please contact us for more details.

What happens if I am not happy with the items I received?
You may return any item within 30 days for a full refund (minus any shipping or gift wrapping fees) The items must be in original packaging, and not used, or washed. You are responsible for getting the item to us as it was received, so insurance is highly recommended. We cannot issue you a full refund if items are broken, parts / packaging missing, damaged, used, washed, or anything else that makes the item not re-sellable. After 30 days, we will only accept exchanges, or store credit. Please contact us for more details.

I am concerned about lead. Are your dishes safe for foods?
All of our items are safe for foods, except for a few "decorative only" very large plates, vases, and items of those nature. If you would like to enquire about a specific item, please ask us by using the item number, and we will be able to tell you promptly. All of the items are FDA approved before reaching any of our warehouses, or retail stores, so rest assure, they are all safe for food, unless otherwise noted. In the near future, we will indicate which items are not meant for food with a little symbol on our web site for your convenience.

Are your dishes microwave safe?
Almost all of our items are microwave safe, except for any items that have any metallic color or coating on them. The plastic items, such as trays and bento boxes should not be put in the microwave either. Of course items such as dolls are not dishwasher or microwave safe.  In each item's full description, the item is noted if it is dishwasher and or microwave safe.  If you are unsure, please feel free to ask us!

Why do most of your sets come in 5?
We get this question very very often. Although, no one seems to be 100% sure, here is what we are told:
In Japanese the number 4 means "death" in Japanese. The Japanese people do not like to use the number 4, so it seems as if they added an extra one to avoid the ill feeling. (Just as in America, they skip the 13th Floor in buildings and go to the 14th floor).
Another reason many people have emailed to us is that the ideal Japanese Family is 5: mom, dad, and 2 sons and a daughter.

So if they don't like 4, then why not a set of 6?
This is another thing...no one seems to be 100% sure of, but logically thinking, this is what we believe:
In Japan, the houses are not as large as the ones in the USA for the most part. Basically, there is not enough room, to put 6 in their small cabinets! Also, you rarely see a Japanese family of 6. Four or five is usually a Japanese family.
Another possible reason is that when you give gifts, in Japan, it is bad luck to give something in even numbers. Even numbers are divisible and in Japanese, the word divide is pronouced the same as the word to break, which is why even numbers are avoided when giving gifts for special occasions.

Do you have any metallic chopsticks, or metallic covered bowls, usually used for rice?
The metallic chopsticks, and covered bowls are both Korean style tableware. We unfortunately do not carry either one. We do carry the covered bowls, just not in silver/metal.

How come in a tea set, there is one tea pot, that is obviously not going to fill all five cups?
The Japanese do not measure the tea pots in "how many cups can it fill?".  Common question we get with this style tea set is:  "This pot does not look like is big enough to hold
the 5 cups worth of tea?"  
When serving more than 1 person-NEVER fill one person's cup all the way-
Always pour a little in each cup-so the 1st person does not get a dark tea, and
the last person gets a light tea.  Always pour a little at a time.  
Refill the pot as necessary and continue and enjoy!


How long does it take to receive my items?
We state in our Ordering Information page that your order takes about 7 to 10 business days to reach you from the time that your order is processed. We ship orders in the order that they are received. We do our very best to get the items to you as quickly as possible. In most cases, it usually takes less that 10 business days, but in the event that two full weeks go by after you placed your order, please contact us if you have not received anything from us yet, so we can trace your package. During the holiday season, please order early to avoid delays. We as well as the shipping companies become very busy so we definitely recommend ordering early to avoid delays.

How come I don't see everything I saw at a store online?
Not even at all the stores, do we have everything in one location. For our web site, we only post items that we have abundance of only. If you visit a store you can note the item number and still submit your order via email and we can ship from our mail order department provided that we have the quantity you desire.

 

 

Customer Testimonials:

Thank you to all of our customers for your testimonials!  We appreciate the kind words very much and make our work more enjoyable to read such comments!  Thank you!

“My experience shopping with Tajimi has been nothing but exceptional.  All of the products that I’ve ordered have always been up to my standards in quality and very reasonably priced.  Ordering Japanese made products, cookware, pottery, etc. with Tajimi is such a pleasure and ease and there is always a Japanese and English speaking customer service representative available for any questions or concerns.  I recommend Tajimi to anyone who is interested in purchasing authentic Japanese made products at a great value.”
-Kinuyo J from Virginia Beach, VA

“I appreciate Toki-usa (Utsuwa-No-Yakata) exisiting in the United States!!!  Especially Mail Order Department.  They are so kind and try to help me in anyway possible.  Of course, Toki-USA’s products are excellent quality.  Thank you for being there for us!!”
-Yumi I. from Charleston, WV

“Several years ago we lived in the East Bay of San Francisco, and often visited the Sunnyvale store to purchase Utsuwa-No-Yakata pieces which we always appreciated.  After we moved to Oklahoma we kept in contact through your web site and sometimes catalogues mailed to us but usually we finalized a purchase by telephone.  We not only enjoyed the unique yet reasonably priced products but I so enjoyed dealing with your people on the telephone.  One lady in particular, I remember her first name is Miuiki (spelling?), was always very helpful making purcahsing most enjoyable.  We look foward to keeping up to date via your new web site.”
-Margie S. from Broken Arrow, OK

“I just received my order, noodle bowl 244-598. This is a present for my 16 year old son, who loves all things manga and ramen. He has complained jokingly a few times about not having a proper “Japanese noodle bowl” to eat his ramen from. So I searched a few sites and found what seemed to be an attractive bowl in his favorite color. I am not in the habit of writing thank-you notes for my purchases, but this bowl is BEAUTIFUL! Honestly, what started out as an inexpensive father-son joke, will probably become a family heirloom. I know he will love it. Thank you.”
-Tony H from New Castle, DE

“Hello.  I am an American woman who lived in Tokyo from 1975-80.  I loved shopping the streets in my neighborhood, going in and out of the various basket, porcelain and pottery shops, and the mingei stores etc.   I collected Mingei and Japanese dishes then and now.  My old collections of dishes made for daily use, in seasonal motifs, are such good reminders of my happy days in Japan.  We use them every day.  I have been a customer of Utsuwa.com for many years.  When I am lonely and “homesick” for Japan, just a visit to utsuwa for “window shopping” makes me feel like I have had a visit to my old Japanese neighborhood in Yoyogi-Uehara in Shibuya.
Utsuwa is where I can find items that are genuinely Japanese, not copies or reproductions.  The inventory is chosen with care and good taste reflecting the charcter of the people I come to love and admire so much.  Utsuwa’s items are based on traditional Japanese shapes, materials and motifs.  They represent quality, honest pricing, and superior craftsmanship.
Welcome to Tokiusa.com and I am sure you will continue the tradition of bringin the beauty of Japanese dinnerware to us all!!”
-Sara B from Knoxville, TN

 

 

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