Frequently Asked Questions

How do you ship? When do you ship?

We ship our products throughout the United States including Alaska & Hawaii using UPS. Any orders made during our regular business hours (10am to 6pm M-Sa, noon to 6pm Su) usually ship out the next day except weekends. So, all orders from Thursday 6pm to Sunday 6pm will be out on Monday. If the product that you ordered is in back order, we will contact you and let you know the expected delivery date as soon as possible. There is a time log to update quantities in our system. You will have an option to cancel that order for the product, or wait for it.


Do you ship internationally?

No. We use UPS for our carrier service and usually international shipping is very expensive. We do not use regular post office because it is unreliable and in the past our packages had been lost. However, if you have your own carrier service, we can use your account and send it overseas. Please contact us.


It seems like the shipping charge is expensive.

In the time of your placing the order, the UPS automatically calculates the shipping charge according to its size and weight. If you place multiple orders, it will simply double the size and weight so your charge will be usually higher. We always review this shipping cost when we pack the package and find out the actual shipping cost. If you are way overcharged, we REVISE it. The revised shipping cost will be shown on your receipt and revised on your credit card statement.


What is your return policy?

Most of the products purchased from our store can be returned for a store credit if it is returned or called in 10 days after you receive the package. Credits are good for a period of 12 months following issuance. All jewelry or one-of-a-kind artist pieces are not returnable.


What if the package arrives damaged?

We pack our packages very carefully, but in case of damaged products upon shipments, please claim within 10 days of package arrival. Please inspect your purchases immediately upon receipt as no claims can not be made after 10 days. Please take a photo of the original damaged box so that we can contact our carrier if needed.

If you are not sure about our products, please feel free to contact us for questions or concerns.
310-314-8448 or hello@tortoisegeneralstore.com


Can you gift wrap? Is it free?

Yes, we can gift wrap and it is free! We can add your message to the gift so when you place an order, make sure you write your message.


Is everything from Japan?

No, it depends. All of our products are either designed or manufactured in Japan or by Japanese. We have kept this concept since we opened the store in 2003. There are still much more Japanese products that we have yet to find, so we will keep this concept for the next years to come.



How does a wedding registry work and how do I make one?

Thank you for considering us for your wedding registry!  We know that this is a special occasion in your life and we are excited to help you!  

To begin your registry please first create an online account by finding and clicking the ‘Wedding Registry’ link on the homepage navigation.

Once you have created an online account, browse through our online store to select items like you would normally when shopping on our online store.  Gifts can eithier be shipped (with an added shipping fee at check-out), or held at our store for store pick-up.  Items that require shipping are shipped with Ground UPS, unless otherwise specificed, and will ship out next business day.  We do gift wrap by request only.  

Please note that merchandise sold only at our store location cannot be added to the registry.   For those wishing to receive an item that is not available online, we recommend placing a ‘Gift Certificate’ on your registry towards purchasing in-store items.   

Unlike stores that have warehouses and manufacturers in the US, almost everything at TGS is designed, made, and imported from Japan and often times these items are handmade.  We are also a smaller store than most (great things can be found in small places!) so we do not carry a large inventory and instead try to import as often as we can. 

As a result some of your registry items may be out-of stock at the time of creation, or may become out of stock when gifts are being selected by friends and family.  Desired quantities may sometimes also not be available.  

We will do our very best to determine when out-of-stock items will return to the store. The wait time for out-of-stock merchandise varies from item to item, and will depends greatly on how it is made and who produces them in Japan.  Wait times can be anwyhere from 1 week to 4+ months, depending on the item.  

If you select an item for your registry and you find it is backordered, discontinued, or out of stock, please call the store (310-314-8448) so that one of our staff can advise you on the wait times or advise you on other similar products.  Items can always be removed from your registry before they are purchased, and new items can be added at any time.  

Thank you again for choosing TGS!  We look foward to helping you!