Q: What makes Tokyo Milk Cheese Factory desserts special?
A: We use premium milk from Japan and top-quality cheeses from around the world. Each piece is crafted with Japanese care and precision to deliver the perfect balance of flavor and texture.

Q: Are your products made in Japan?
A: Yes. All of our cakes and cookies are made by artisans in Japan and imported under strict cold-chain control to preserve their authentic flavor and texture. Our cookies are baked and sealed with airtight packaging to stay fresh naturally. Their crisp texture and delicate taste are protected through meticulous moisture control.

Q: What is Fine Freeze Technology?
A: It is our proprietary freezing method that locks in each cake’s freshly baked flavor at its best moment. Thanks to this technology, the cake stays fresh during shipment and tastes just as delightful after defrosting as if it had just come out of our kitchen in Japan.

Q: What allergens should I know about?
A: Our products may contain milk, wheat, eggs, and soybeans. Certain flavors may also include nuts. Please check each product’s allergens for detailed information.

Q: Are your products vegetarian-friendly?
A: Our cookies are suitable for ovo-lacto vegetarians, which means they are made with milk and eggs but no meat-derived ingredients. However, our cakes contain gelatin, which is not suitable for vegetarians.

Q: Are your products safe for pregnant women?
A: Yes, as long as the products have been properly stored. The cheeses we use are heat-sterilized and free from Listeria monocytogenes. A few recipes may include a small amount of alcohol added for flavor, but it evaporates during baking. If you are uncertain about storage conditions or have personal concerns, we suggest refraining from consumption.

Q: Are your products Halal?
A: Our products are not Halal-certified. Gelatin is used in our cakes:
• Milk Cheesecake / Matcha Milk Cheesecake: gelatin of bovine (cow) and porcine (pig) origin
• Mousse Fromage Cake: gelatin of porcine (pig) origin

Q: Where do you currently ship?
A: We now deliver in whole California (except some remote areas). You can check eligible zipcodes here or at checkout.

Q: How long does shipping take?
A: To ensure our products reach you in perfect condition, we follow a specific fulfillment schedule:

- Shipping Days: We ship exclusively on Tuesdays, Wednesdays, and Thursdays. Transit Times: Once dispatched, delivery typically takes 1 day for Southern California and 2 days for Northern California.

- The "Tracking" vs. "Dispatch" Logic: When our team starts preparing your order, you will receive a notification with a tracking number. Please note that this indicates your order is being processed. It will typically be dispatched from our warehouse on the following business day after the notification.

- Processing Lead Time: Wait times vary based on when your order is placed. For example, an order placed on Thursday afternoon will be likely dispatched on the following Tuesday.

Q：Need your order by a specific date?
A：If you have time-sensitive requirements or are uncertain about the arrival window, please contact our customer service before placing your order. We are happy to help you coordinate the best shipping time to meet your needs.

Q: How are your products shipped?
A: If your order includes both cakes and cookies, they may arrive together in the frozen package. Don't worry, the cookies’ texture and flavor remain perfectly preserved after returning to room temperature.
•Cakes: shipped frozen in insulated boxes with dry ice.
•Cookies: shipped at room temperature as dry goods.

Q: How should I store my cake?
A: Keep cakes frozen until you are ready to serve them. Thaw in the refrigerator for 2 to 8 hours and enjoy within 48 hours after thawing. You can also refer to the instruction card in your package.

Q: How long do cakes stay fresh?
A: For the best flavor and texture, enjoy your cake within 48 hours after thawing. When kept frozen, it will stay fresh until the“Best Before” date printed on the package.

Q: Can I refreeze a cake after thawing?
A: We do not recommend refreezing, because it can affect texture and flavor and may raise food safety concerns.

Q: How long do cookies stay fresh?
A: Our cookies are individually wrapped for freshness. Store them in a cool, dry place away from direct sunlight and enjoy them by the “Best Before” date on the box.

Q: My order arrived damaged or melted. What should I do?
A: Please contact info@tmcfusa.com within 24 hours of delivery and include your order number and photos. Our team will take care of it. For details please refer to our Refund Policy.

Q: Do you offer gift options?
A: Our cookies and cheesecakes make wonderful gifts. Each order includes paper bags for gifting. Personalized notes and gift packaging will be available soon.

Q: How can I reach you?
A: You can email us anytime at info@tmcfusa.com, and we typically respond within 3 business days.
You may also call our service line at +1 (833) 293-3353.
Our phone support hours are Monday to Friday, 10:00 AM to 6:00 PM PST.