Return Policy

I. Purchases from Physical Stores

Refund Policy

If for any reason you are dissatisfied with a product, please return the original product along with your receipt to receive a refund of the purchase price.

Exceptions:

  • Alcoholic Products: No returns or exchanges unless the product is spoiled, deteriorated, contaminated, or otherwise unfit for human consumption. Alcoholic products purchased in error must be unopened, have a valid reason for return, and be approved at the manager’s discretion.
  • Tobacco Products: No returns or exchanges unless the product is spoiled, deteriorated, contaminated, or otherwise unfit for human consumption.
  • Gift Certificates: No returns or exchanges.
  • No Receipt: Refunds may be denied if the original receipt is not provided. Please contact us using the “Contact Form” on our website for assistance.

How to Return a Product

Products must be returned in their original packaging with the original receipt to a customer service representative at any Tokyo Central / Marukai store location.

Method of Payment for Returns

  • Cash or Gift Certificates: Refunds will be issued in cash.
  • Personal Checks: We no longer accept personal checks.
  • Credit or Debit Cards: Refunds will be credited only to the original card used for purchase.
  • Apple Pay, Google Pay, Samsung Pay: Refunds will be issued to the same device or linked card used at the time of purchase.

If you have questions or concerns, or if you no longer have your receipt, please contact us using our “Contact Form.”

II. Purchases from Third-Party Delivery Platforms (Instacart & DoorDash)

Return and Refund Policy

Orders placed through Instacart or DoorDash are fulfilled by Tokyo Central / Marukai stores; however, all returns, refunds, cancellations, and order adjustments are handled exclusively by the third-party platform where the order was placed.

Tokyo Central / Marukai does not process returns, refunds, exchanges, or adjustments for Instacart or DoorDash orders.

Order Issues (Missing, Incorrect, or Damaged Items)

If you experience an issue with your Instacart or DoorDash order, including:

  • Missing items
  • Incorrect items
  • Damaged or spoiled items
  • Orders marked as delivered but not received

Please report the issue directly through the Instacart or DoorDash app within the timeframe specified by that platform’s policy.

Cancellations

All order cancellations, modifications, or adjustments must be requested directly through the Instacart or DoorDash app. Cancellation eligibility is determined by the third-party platform once an order is accepted or in progress.

Refund Method

Any approved refunds, credits, or adjustments will be issued by Instacart or DoorDash in accordance with their respective policies and returned to the original form of payment used on that platform.

Store Limitation

Tokyo Central / Marukai store locations cannot accept returns, issue refunds, or make adjustments for orders placed through Instacart or DoorDash, even if the order was fulfilled by one of our stores.

Contact Information

For assistance with third-party delivery orders, please contact:

  • Instacart Support through the Instacart app or website
  • DoorDash Support through the DoorDash app or website

Tokyo Central / Marukai customer service is unable to resolve third-party delivery order issues.

III. Party Tray Orders (Tokyo Central Pickup)

This policy applies to party tray orders placed through pickup.tokyocentral.com .

Cancellation & Refund Policy

  • We accept order cancellations with a full refund within 6 days from the order date.
    Example: If an order is placed on Tuesday (11/1), the last eligible cancellation date is Sunday (11/6).
  • After the 6-day window, refunds may still be issued but will exclude approximately 2.5% to cover credit card processing fees.
  • No cancellations or refunds are permitted one (1) day prior to the scheduled pickup date, even if the request falls within the 6-day period.

Order Modifications

Order detail modifications (including pickup date changes) are not available. If you need assistance, please contact info@marukai.com.

No-Show Policy

If an order is not picked up on the scheduled date (no-show), no refund will be issued. Unclaimed items will be disposed of at the end of the business day.

Food Issues

Refunds and/or replacement food may be issued only upon request for orders where items are incorrect, missing, or affected by similar issues. Refunds are not provided for food that a customer simply does not like.