Thank you for shopping at Tokopie. This page explains how we pack and ship your order, how long delivery usually takes, and what to expect with customs.
Most of our stationery is bought in Japan and brought to our shop in Pekanbaru, Indonesia. Your order is packed and shipped from Pekanbaru.
Our website ships to addresses outside Indonesia. We don't ship to APO/FPO/DPO addresses. If checkout shows no shipping option for your address, please email us.
We usually pack your order and hand it to Pos Indonesia within 1–2 business days (Monday to Friday, not on Indonesian public holidays). At busy times this can take a little longer. If your order will be delayed by more than a few days, we'll email you.
All orders ship with Pos Indonesia, Indonesia's national post. At checkout you choose from the services available for your address:
After your parcel leaves Indonesia, Pos Indonesia hands it to a delivery partner in your country, such as your national post or a courier. In the United States, parcels are currently delivered by DHL Express.
These are typical times after we ship, based on our own deliveries over the past year:
About 1 in 5 parcels takes longer than this, especially in December or when customs holds a parcel. Delivery times are not guaranteed, and carriers' times can vary.
When your order ships, we email you a Pos Indonesia tracking number (it looks like CC…ID, LP…ID or LX…ID). It can take a day or two before the first update shows. You can follow your parcel on our Order Tracking page.
In the United States, DHL Express gives your parcel its own 10-digit waybill number and uses that number when it contacts you (see "Customs, duties and taxes" below).
Shipping is charged by the weight of your order and where it is going. Add your items to the cart and go to checkout to see the exact shipping cost for your address. You aren't charged until you confirm payment.
Pre-order and back-order items take longer than in-stock items, because they ship only once they arrive. If one is delayed, we'll email you.
For pre-order items, the shipping charge at checkout is an estimate. If an item is much larger or heavier than expected when it reaches us, we'll ask you to top up the shipping charge.
Our prices and shipping charges don't include import duties, taxes or carrier fees. These are set by your country and the delivering carrier, not by Tokopie, and are paid by the recipient to the delivering carrier, usually before delivery.
We declare the full value shown on your invoice, as our payment provider's rules require. We can't declare a lower value.
If your country has special import rules for any item, please tell us before we ship (email us or reply to your order confirmation). We aren't responsible for parcels refused because of local rules we weren't told about.
Tokopie is not liable for products damaged or lost during shipping. If your order arrives damaged, please contact the delivering carrier to file a claim. Please keep all the packaging and the damaged items for the claim.
If an item arrives faulty, or we packed the wrong item, please see our Refund Policy. If the contents look mixed up or swapped in transit, email us with photos of the parcel and its labels, and we'll help you with the carrier.
Email us at support@tokopie.com with your order number (it starts with PIE). We answer Monday to Friday, 11am–9pm Western Indonesia Time (WIB).
