FAQ

Ordering & Shopping

How do I place an order?

To place an order:

1. Browse our products and select the item you’d like to purchase.
2. Add the item to your cart.
3. When you're ready, go to checkout and enter your shipping and billing information.
4. Review your order and submit payment to complete your purchase.

Can I change or cancel my order?

We process orders quickly, but if you made a mistake, please email us immediately at tatamiroom@gmail.com.

If your order has not been processed or shipped, we may be able to modify it. Once an order has shipped, we are unable to make changes.

How do I check my order status?

To inquire about the status of your order, please email us at tatamiroom@gmail.com and include your order confirmation number.

Shipping Information

How long does it take to process my order?

Orders for in-stock merchandise typically ship within 3 business days from the date of your order. Orders placed on weekends or holidays will be processed on the next business day.

If your order cannot be shipped within 30 days of the date of your order, you will be given the option to cancel.

Where do you ship from?

All orders are shipped from:

Tatami Room
851 Cherry Avenue, #27/125
San Bruno, CA 94066
United States

Do you ship internationally?

Please contact us at tatamiroom@gmail.com to confirm whether shipping is available to your country.

Payment & Billing

What payment methods do you accept?

We accept the following payment methods:

• Visa®
• MasterCard®
• American Express
• Discover
• PayPal

Do you charge my card immediately?

Your credit card will not be charged until we provide the goods or services you ordered.

Why was my payment declined?

For security reasons, your billing address must match the address on your credit card statement exactly. If the information does not match, the processing of your order may be delayed.

What will appear on my credit card statement?

The merchant name that will appear on your credit card statement is: Tatami Room.

Sales Tax

Do you charge sales tax?

There is no sales tax on orders shipped outside California. Orders shipped within California will have 9.00% sales tax automatically added to the order total.

Returns & Exchanges

Please see our Shipping & Returns page for full details.

What is your return policy?

If within 30 days of receipt of your shipment you are not satisfied with the product you have received, you may return any item for a full refund. Shipping & handling fees are non-refundable.

A 15% restocking fee may apply for bulk orders. Customers are responsible for the return shipping fee. Please contact our customer service department for a Return Authorization at 1-800-636-3138.

What if my order arrives damaged, defective, or incorrect?

If you receive damaged, defective, or incorrectly shipped merchandise, please contact our customer service department immediately at tatamiroom@gmail.com.

Contacting Customer Support

How can I reach customer service?

Our representatives are available to answer your calls between 9:00 AM and 6:00 PM PST, Monday–Friday. Please have your order confirmation number ready to help us assist you.

Email: tatamiroom@gmail.com
Phone: 800-636-3138

Mailing Address:
Tatami Room
1212 El Camino Real, Ste H, Box 727
San Bruno, CA 94066

Email Preferences & Promotions

How do I unsubscribe from promotional emails?

You can opt out of promotional mailings at checkout by checking the box that reads: “I do not wish to receive special promotional mailings.”

If you forget to do this, you can easily be removed from our mailing list by emailing us at tatamiroom@gmail.com.

Website & Privacy

Do you use cookies?

Yes. A “cookie” is a very small piece of text stored on your device. Cookies help us understand how visitors use our site (for example, which pages are viewed), so we can improve our services.

Cookies do not tell us who you are, your email address, or any other personal information unless you choose to provide that information. Accepting a cookie does not give us access to your computer or any personal data.

You can control which cookies you accept by adjusting your browser settings. Please refer to your browser’s “Help” section for instructions.

Where can I find your Privacy Policy?

For more information about how we collect, use, and protect your information, please refer to our Privacy Policy, available on our website.