Frequently Asked Questions

Customer Support

Can I get in touch with a live human being?

Of course! You can use our Contact section to reach out to our Customer Service Department, and we’ll be glad to assist you.

Can I change or cancel part/all of my order?

If you need to change or cancel your order after submitting it, please contact our Customer Service Department immediately by using our Contact section.

Please note: We process orders as quickly as possible and cannot modify or cancel an order once it has been packed for shipment.

Shipping & Tracking

How much is shipping?

We deliver across the United States for a flat rate of $35 per order. This comprehensive fee covers expedited air freight and fully prepays all US import duties and customs clearance.

A flat $35 "Duty & Freight" handling fee applies and is shown at cart/checkout.

J.T.O. Originals pays customs duties and import taxes; applicable U.S. sales tax will be collected at checkout per state law. 

Do you sell or ship internationally?

Currently, we only sell and ship within North America. We do not offer shipping outside of these countries at this time.

When will my order ship?

All orders are processed at our primary warehouse in Japan within 1 to 2 business days (excluding weekends and Japanese holidays).

Once shipped via FedEx, typical transit times to the United States is 2 to 5 business days. 

You will receive a tracking number as soon as your order leaves our logistics.

Has my order shipped? / How do I track it?

When your order ships, you will automatically receive a shipping notification via email with a tracking link.

What should I do if my order doesn't arrive or is missing items?

First, check your tracking link. If the tracking shows delivered but you haven't received it, or if items are missing from the box, please use our Contact section to connect with our Customer Service team for immediate assistance.

What should I do if the product I received is different from what I ordered?

Please verify your original order details. If we made a mistake and sent the wrong item, please contact us right away by using our Contact section, so we can support you promptly.

Inventory & Stock

Is my item in stock?

We work hard to keep our online inventory completely up to date. If an item, color, or size is out of stock, you will see a message on the product page preventing it from being added to your cart. If an item you are looking for is unavailable, feel free to use our Contact section to find out when a restock is expected.

Pricing, Billing & Payment

What forms of payment do you accept?

We currently accept Shop Pay, Visa, Mastercard, American Express, JCB, Apple Pay, and Google Pay.

If you have more questions about payment methods, please use our Contact Section to reach out to our customer service team.

Do you charge sales tax?

No, we charge a flat rate of $35 per order as a "Duty & Freight" handling fee.

When will my payment method be charged?

An authorization hold is placed on your account when you complete checkout, but your card will only be officially charged when your order ships.

How can I get a copy of my receipt/invoice?

A receipt is automatically emailed to you right after purchase.

How long do refunds take to process?

All sales are final, and we do not accept returns or exchanges for customer convenience or change of mind. For more information, please visit our Refund Policy.

However, if your item arrives damaged, defective, or incorrect, please contact our support team with your order number and photos within 7 days of delivery. Once an exception refund is approved, it takes 1–3 business days for us to process it.

Note: Depending on your credit card issuer or bank, it may take an additional 5–10 business days for the funds to reflect on your official account statement.

Returns & Warranties

What is your return policy?

Please visit our Refund Policy for detailed instructions and guidelines.

Can I return online purchases to a physical retail store?

No. All purchases made on jto-originals-official.com must be returned via mail through our online return process and cannot be accepted at physical retail or flagship locations.

Product & Technical Questions

Does J.T.O. ORIGINALS offer prescription lenses?

We do not offer prescription lenses online. If you choose the product that says "Sunglass," it will arrive ready-to-wear as pictured; otherwise, the frame will come with clear dummy lenses unless you select one of our premium custom color lenses at checkout.

For prescription needs, please visit your local eyewear store.

What do the sizing numbers on the frames mean?

Eyewear sizing is measured in millimeters and usually follows a standard format (e.g., 46-24), representing:

Lens Width (LW): The horizontal width of one lens at its widest point.

Distance Between Lenses (DBL): The width of the bridge above your nose.

Frame Materials Glossary

Cellulose Acetate: A premium, non-petroleum plastic crafted from natural cotton-based acetate. It is lightweight, hypoallergenic, incredibly strong, and known for holding deep, vibrant color patterns.

Security & Privacy

Is my shopping experience secure?

Absolutely. Our website is powered by Shopify and uses 256-bit SSL encryption to protect your personal and financial information. We are Level 1 PCI DSS compliant, meaning your payment details meet the highest global security standards. We never store your full credit card information on our servers.

Where can I read your Privacy Policy and Terms of Service?

Your privacy matters to us. You can review our full policies at any time via the Privacy Policy and Terms of Service located in the footer at the bottom of our website.

For more questions, please go to our CONTACT section.