Frequently Asked Questions

How does pick-up work?

Once an order is placed, a member of our team will reach out to you within two business days to set up a time for you to come pick up your item(s). If you have any pick-up preferences (contact-less, etc.) just let our team member know. If you have already paid using PayPal, you will need to provide photo ID and the Order Confirmation Number so we can verify your identity.

What are Japonica's hours for pick-up?

Monday 9:00 am–4:30 pm
Tuesday 9:00 am–4:30 pm
Wednesday 9:00 am–4:30 pm
Thursday 9:00 am-4:30 pm
Friday 9:00 am-4:30 pm
Saturday Closed
Sunday Closed

*Closed during Statutory Holidays

Please contact us if you are not available during these times and we would be happy to accommodate your schedule.

Can I come see the item in-person before I purchase it?

Absolutely! Just contact us to let us know when you will be stopping by and what item or items you are interested in.

What forms of payment do we accept?

We accept Cash, PayPal balance, cheque, credit card or Visa Debit card.

Why is there a handling fee?

We charge a 5% handling fee for all purchases to help cover the cost of transaction fees and website maintenance. Additionally, much work goes into cataloguing, preparing and packaging each item and this fee helps to ensure that this fundraising initiative continues to be supported.

What happens when I make a donation to Momiji?

If you make a donation over $20 to Momiji through the check-out page, you will receive a tax receipt through the email you provided. Donations can also be made through the About Us page. Thank you so much for your support.

Why does the item I purchased look used?

Every item at Japonica has been donated to us therefore, they may have imperfections or evidence of previous love. All of our products will specify their condition details. We try to ensure this information is as accurate as possible however, we could have missed something. If you are truly unhappy with your item purchase, please contact us so we can rectify the situation.

What should I do if an item that I wanted is no longer available?

Although most of our items are unique and one-of-a-kind, we receive new items quite frequently. Please let us know if there is a particular item you are looking for and our staff/volunteers will keep an eye out.

Can I donate my Japanese items to Japonica?

Yes! We always accept donations of Japanese items. please call 416.261.6683 ext. 259 to donate and we can schedule a time for you to drop-off your item(s).

Delivery FAQs

How much is delivery?

We charge a $10 flat rate for delivery. Orders over $100 will receive free delivery. Make sure to select this option at check-out.

How does delivery work?

When you place an order and select delivery at checkout, you must pay through the Paypal payment processor (NOTE: you do NOT need a PayPal account to pay). Once your order is placed, a member of our team will reach out to schedule a time to deliver. We prefer that someone is available to accept the delivery to ensure that your order makes it to you. Please keep in mind that we use the Momiji drivers to facilitate deliveries so this service may not be as fast as other couriers. We aim to make deliveries once a week.

Where will you deliver?

We will deliver to most locations in Toronto. We will deliver to various areas in the GTA: going as far north as Richmond Hill, as far east as Oshawa, and as far west as Mississauga. The best way to know if we will deliver to you is to fill out your address and postal code during check-out. If your location falls outside of our delivery radius, you will only see the pick-up option at check-out. We currently do not deliver outside of Ontario, Canada. If you would like more information about delivery or to suggest a new delivery location, please contact us.


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