FAQs

Product Inquiries

Frequently Asked Questions

What is your return/refund policy?

We accept return requests within 21 days of your order being shipped. Any returned product(s) must be returned in all of their original packaging, and in like-new condition (with original tags).

We reserve the right to reject refunds for products that have not been returned in like-new condition.

Please contact us at tochimart.contact@gmail.com with subject line "ORDER RETURN REQ. - (insert order number)" to start your return request.

What is your exchange policy?

We do not accept exchanges at this time. Please contact us if you have any problems with your order!

Do you accept credit or debit?

Yes! We accept Debit, Visa, MasterCard, American Express, Apple Pay, and Google Pay.

Should I pre-order?

We highly recommend pre-ordering as it guarantees that you will receive a product. We will fulfill every pre-order request, and these orders will be on priority dispatch when the product launches. The cost of pre-ordered products will also be lower than regularly priced products.

Products that are launched will be released in limited qualities, and will be restocked inconsistently over time. With that said, we will still be working our hardest to ensure that every customer gets to purchase a product of their favourite character.

How do I wash the Xiao Handmade Hoodie?

Please treat the Xiao Handmade Hoodie delicately!

For maximum longevity, hand-wash the sweater inside-out in cold water. If you must use the machine, place the sweater inside-out in a laundry bag, and set to cold water on a gentle cycle. We recommend using a gentle detergent such as Woolite.


Hang-to-dry only. Do not put the sweater in a dryer as it may damage the fabric paint. Natural wear and tear may alter the design over time.

If instructions are carefully followed, the Xiao Hoodie should not shrink or fade significantly!

How long will it take to receive my order?

It takes 3-5 business days to process an order, and an estimated 1-3 weeks for a shipped order to be delivered. We estimate the entire shipping process to take around 2 weeks, but it may be shorter or longer depending on your region and shipping delays.

When do you restock?

We will be planning our restock based on product demand.

Which countries do you ship to?

We ship locally within Canada and internationally! Please be aware that international customers may be subjected to custom fees.

How do you price your products?

The listing prices of our products are primarily based on the cost of materials (dye, fabric paint, brushes, stencils, sweatshirts, etc.), the cost of packaging, and the cost of labour. Products that are labour-intensive (handmade) and made from higher-quality materials will be priced higher accordingly.

Are you affiliated with Hoyoverse?

No, we are not sponsored or affiliated with HoYoverse.

Do you have future ideas for more characters?

Yes! We're starting with the Xiao sweater first, and are planning on expanding our catalogue slowly.

Out upcoming designs may feature Albedo, Yoimiya, Kazuha or Scaramouche ;)

the store

What is TochiMart?

What is TochiMart?

Tochi Mart is an online shop that sells subtle yet wearable Genshin Impact-themed merchandise! Our goal is to create awesome fanmade GI-themed merchandise that you can wear casually out in public. Who knows, maybe you’ll bump into another Genshin player who will recognize Xiao’s iconic arm tattoos! We are highly inspired by streetwear fashion culture and want to bring that to the Genshin Impact community.

What was TochiMart inspired by?

We noticed that most anime merchandise features loud prints, and wanted to make more subtle designs suitable for everyday wear. This inspired the creation of the Xiao Sweater, and is the founding vision of TochiMart!

How was TochiMart founded?

Check out our About Us page to find out more!

Who are "To" and "Chi"?

Tochi is a name that combines both our names! “To” is association_aa and “Chi” is x, who wishes to remain anonymous. Together they founded TochiMart during their undergraduate degree.

How big is the TochiMart team?

As of Winter 2022, our team size is two. Unfortunately due to conflicting work responsibilities, founder To has had to step back from the main team (she still supports Tochi, just in a more passive role!) Chi currently overlooks all production, marketing design, and order processing. We have a temporary hire nicknamed KT assisting Chi with social media management and customer services. As we are a very small team of full-time students, please be patient with us as we fulfill your orders!

"Ehe" - KT

Where is TochiMart based in?

We're based in Vancouver, British Columbia!

To our Canadian customers:
All shipments are done through Canada Post, and shipping costs can be estimated through their website.

Why did you switch from Etsy?

Etsy was definitely a great place for Tochi to start. However, we wanted more flexibility with our storefront customization. Growing from Etsy to having our own website was the right decision to fulfill our needs.