Q&A (Frequently Asked Questions)
We have compiled a list of frequently asked questions from our customers.
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About Orders
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Q: How can I confirm if my order was placed successfully?
A: After your order is completed, a confirmation email will be automatically sent to the email address you provided within 24 hours. If you do not receive this email, there may be a problem with your email server or the email address you entered may be incorrect. We apologize for the inconvenience, but please check your email address. If you paid with Amazon Pay, you will receive a separate confirmation email from Amazon in addition to the confirmation from GAACAL.
Q: I want to change my order details after placing the order.
A: Changes can only be accepted if the order has not yet been shipped. Please contact us at "info@gaacal.com" with the size, model, or address you wish to change. *Changes cannot be accepted if the item has already been shipped.
Q: Can I get a receipt?
A: Please note that we do not issue invoices or receipts. For receipts: Please use your credit card statement, carrier usage details, receipts issued by convenience stores or banks for post-payment, and the "Thank you for your purchase" email you received at the time of purchase as a substitute for a receipt.
Q: Can I have items from separate orders shipped together?
A: Due to our system, we cannot ship separate orders together. You would need to cancel your first order and then place a new order. Please contact us by email to request an order cancellation.
Q: I want to change the shipping address (before shipping).
A: Please contact us with the "new address". Please note that if this information is not provided, the shipment of your product may be delayed. [Recipient Name (Full Name)] [Address] [Postal Code] [Phone Number] *Please be sure to include your apartment name, room number, etc. If you wish to make a change, please contact us before confirming your order.
Q: Can I have my order wrapped?
A: Please note that we do not offer gift wrapping for products.
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About Delivery
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Q: How long does it take for products to arrive?
A: Normally, it takes about 10-21 business days (excluding Saturdays, Sundays, and holidays) from order to delivery.
Q: My ordered product has not arrived after 2 or 3 weeks.
A: Products are usually delivered within 10-21 business days (excluding Saturdays, Sundays, and holidays), but depending on the product and order status, it may take several weeks or longer. In such cases, please contact "info@gaacal.com". *Please note that if you have not received your order after 4 weeks, it is highly likely that your order was not placed successfully, so please contact the shop.
Q: If I purchase a pre-order item along with other items, how will they be shipped?
A Please understand that due to our system, they will be shipped together. If you need an item urgently, please contact "info@gaacal.com" separately.
※If you purchase a collaboration product and other products together, they will be shipped together.
Q: Can I specify a delivery date or time?
A: We cannot specify a delivery date or time. All our shipments are made by Sagawa Express / Yamato / Postal Service. The shipping method will be selected according to the size of the product and the delivery address. Please note that we cannot be held responsible for loss, damage, or troubles during mailing.
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About Exchanges and Returns
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Q: I want to cancel my order after placing it.
A: If payment has been made after purchase, cancellations cannot be accepted.
Q: I haven't paid yet, can I cancel?
A: If you wish to cancel an unpaid order after purchase, please simply stop the payment.
Q: I made a mistake in the size when ordering, can I return or exchange it?
A: Please note that we do not accept returns or exchanges for customer convenience. *We will only process exchanges or refunds if you received a different product than ordered or if the product is defective.
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About Payment
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Q: What payment methods are available?
A: Please choose from the following 5 types:
・Convenience store payment (FamilyMart, Seven-Eleven, Lawson)
・Credit card
・Apple PAY
・Google PAY
・Amazon PAY
・au pay
・Rakuten Pay
・PayPay
・LINE Pay
・Merpay
・Carrier payment
・EPOS Easy Payment
・d Payment
The above payment methods are available.
Q: What about credit card payment security?
A: We take necessary measures to protect your personal information, so please feel free to use our service.
Q: I received a credit card statement before the product arrived.
A: Even if you pre-ordered a product that takes time to deliver, payment processing occurs at the time of order, just like regular orders. Depending on the timing, your card may be charged before the product arrives. Also, refunds for cancellations will be processed through your credit card company. For more details, our staff will explain when you contact us about a cancellation.
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About Shipping Fees
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Q: How much is shipping?
A: Free domestic shipping for orders over 3,000 yen. Nationwide flat shipping fee of 600 yen (excluding Hokkaido and Okinawa).
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For Hokkaido and Okinawa:
Hokkaido shipping fee: 1200 yen
Okinawa shipping fee: 2,300 yen
*Free shipping for Hokkaido for orders over 6,000 yen. *Free shipping for Okinawa for orders over 10,000 yen.
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If you don't receive a confirmation email
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Q: I didn't receive a confirmation email, what should I do?
A: We always send order reception emails and shipping notification emails. Please check the reasons below if you haven't received them.
●If you have set up spam blocking or allowed senders, you may not receive emails after member registration or ordering. The solution is to set your email to allow receiving from "info@gaacal.com".
●Please check your spam folder or trash bin, or change your spam settings. *Since spam settings vary depending on each service you use, please contact your service provider for details.
●If your registered address is "ezweb", you may not be able to receive emails from Owltech Direct due to your mobile phone's initial settings. The solution is to change the "spoofing regulation" setting for ezweb.ne.jp to "low" or below. *Emails already sent before changing the setting will not be automatically received after changing the setting. If you wish to have them resent, please contact us.
●If the problem is not resolved with the above, or if you have not received an email from Owltech Direct and cannot confirm your order details after 2 business days from your order, please contact us at "info@gaacal.com".
For inquiries regarding orders and delivery dates, please contact "info@gaacal.com". Thank you for your cooperation.
