Refund policy

At Tokyo Milk Cheese Factory USA, we take great pride in crafting delicate confections and packing each order with the utmost care.
Because our products are perishable, all sales are final. However, if something is not right, we are here to help.

 

1. Returns & Exchanges

Due to food safety regulations and the perishable nature of our products, we are unable to accept returns or exchanges on any food items, including frozen cakes and cookies.
Once a product leaves our facility, we cannot guarantee its storage conditions or safety; therefore, all orders are considered final sale.

 

2. Order Issues (Damaged, Incorrect, or Missing Items)

If your order arrives:

  • Damaged

  • Incorrect

  • Missing items

  • Melted or compromised

  • Or in any condition that concerns you

Please contact us on the day of delivery at info@tmcfusa.com.

To help us assist you quickly, include:

  • Your order number

  • Photos of the product and packaging

  • A brief description of the issue

Our team will review the situation and provide an appropriate solution.
We will make it right.

 

3. Quality Concerns

If you believe your product has a quality issue:

  • Please reach out immediately

  • We may request photos or additional details so we can fully assess the concern

  • This helps us maintain product safety and consistency for all customers

 

4. Refund Eligibility

A refund or replacement may be issued if:

  • The product arrives damaged

  • The incorrect product is received

  • Items are missing

  • A verified quality issue is confirmed by our team

All refund decisions are made at the discretion of our support team to ensure fairness and food safety.

 

5. Situations Not Eligible for Refunds

We are unable to offer refunds or replacements in the following situations:

  • Incorrect, incomplete, or undeliverable addresses provided by the customer

  • Failed delivery attempts by the carrier

  • Packages refused by the recipient

  • Packages left outside for extended periods after delivery

  • Damage resulting from mishandling after the package is opened

  • Dry ice handled improperly

  • Minor cosmetic imperfections that do not affect taste or quality

For frozen shipments, please ensure someone is available to receive the package promptly.

 

6. Lost or Stolen Packages

Once a package is marked as “Delivered” by the carrier, Tokyo Milk Cheese Factory USA is not responsible for lost or stolen packages.

If you believe your package was mis-delivered or stolen, please contact the carrier directly and notify us. We will do our best to assist, but we are unable to provide refunds for orders confirmed as delivered.

For shipments lost in transit (without a “Delivered” scan), we will replace or refund your order and file a claim with the carrier.

 

7. Order Cancellations & Address Changes

Orders cannot be canceled or modified once they have been processed or shipped.
Frozen cakes and time-sensitive items are packed quickly, so please review your order carefully before submitting it.

 

8. Returns Due to Delivery Issues

Because our products are perishable, we cannot accept returned items under any circumstances.
Items returned to us due to failed delivery, refusal, or delays outside our control must be discarded for safety reasons and are not eligible for refunds unless the issue qualifies under our refund policy above.

 

9. Contact Us

If you experience any issue with your order, we’re here to help.

Email: info@tmcfusa.com
Phone: +1 (833) 293-3353

We deeply appreciate your trust in Tokyo Milk Cheese Factory USA and are committed to delivering the best experience with every order.