Q&A (Frequently Asked Questions)
We have compiled a list of frequently asked questions from our customers.
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About ordering --------------------------------------------------
Q Can I check if my order has been placed?
A: After you complete your order, we will automatically send a confirmation email to the email address you entered within 24 hours. If you do not receive this email, it may be due to a problem with the email server or the email address you entered may be incorrect. There is a possibility that the information is incorrect. We apologize for the inconvenience, but we would appreciate it if you could check.
If you pay with Amazon Pay, you will also receive a confirmation email from Amazon in addition to the confirmation from GAACAL.
Q: I want to change my order after I place it.
A: Changes can only be made before shipment. Please contact us at info@gaacal.com with the size, model, address, etc. you would like to change. *Changes cannot be made if the item has already been shipped.
Q: Can I get a receipt?
APlease note that we do not issue invoices or receipts.
receipt:
Please use the following as substitutes for receipts: the statement from your credit card company or carrier, the receipt issued by a convenience store or bank, the receipt for deferred payment, and the "Thank you for your purchase" email you receive at the time of purchase.
Q: Can I have items I've ordered separately delivered together?
Due to our system, we are unable to ship separate orders together.
After cancelling your first order, you will need to place a new order. Please contact us by email to cancel your order.
Q: I want to change the delivery address (before shipping)
A Please include your "changed address" when contacting us. Please note that if this is not included, there may be a delay in shipping the product.
[Addressee (name)]
【address】
【post code】
【telephone number】
*Please be sure to fill in the apartment name, room number, etc.
If you wish to make any changes, please contact us before placing your order.
Q: Can I have it gift wrapped?
Please note that we do not offer gift wrapping for A products.
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Delivery Information
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Q: How long will the product take to arrive?
A: Normally it takes about 10 to 21 business days (excluding Saturdays, Sundays, and holidays) from the time of order to delivery.
Q: The product I ordered hasn't arrived even after 2 or 3 weeks.
AProducts will be delivered within 10 to 21 business days (excluding Saturdays, Sundays, and holidays). However, depending on the product and order status, it may take several weeks or more. In that case, please contact us at "info@gaacal.com" each time.
*If your order has not arrived within 4 weeks, it is likely that it has not been processed. We apologize for the inconvenience, but please contact the shop.
A: Please note that we will ship all items together due to our system. If you need the item urgently, please contact us at info@gaacal.com .
* If you purchase collaboration products together with other products, they will be shipped together.
Q Can I specify a delivery date and time?
A: We cannot specify the delivery date or time. All our shipments are delivered by Sagawa Express, Yamato Transport, or Japan Post. The shipping method will be selected based on the size of the product and the delivery address. Please note that we are not responsible for any loss, damage, or other issues that may occur during delivery.
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Exchange and return policy
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Q: I want to cancel my order after I placed it.
A: If payment has already been made, cancellation is not possible.
Q I haven't paid yet, can I cancel?
AIf you wish to cancel after making a purchase and have not paid, please cancel the payment.
Q: I ordered the wrong size. Can I return or exchange it?
A: Please note that we do not accept returns or exchanges due to customer convenience.
*We will only process exchanges or refunds if the product you receive is different from the product you ordered or if the product is defective.
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Payment
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Q: Can I choose my payment method?
APlease choose from the following five types.
・Convenience store payment (Family Mart, 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: How secure is credit card payment?
A: We take all necessary measures to protect your personal information, so please feel free to use our services.
Q I received a withdrawal statement from my credit card company before the product arrived.
AEven if you reserve an item that takes time to be delivered, the payment will be processed at the time of ordering, just like a normal order. Depending on the timing, your card may be charged before the item arrives. In addition, refunds due to cancellation will be made through your card company. Our staff will explain the details to you when you contact us to cancel.
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Shipping Fee
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Q: How much is shipping?
A: Domestic shipping is free for orders over 2,000 yen.
Nationwide shipping fee is 500 yen (excluding Hokkaido and Okinawa)
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For Hokkaido and Okinawa:
Hokkaido shipping fee: 1100 yen Okinawa shipping fee: 2,300 yen
*Free shipping for orders over 5,000 yen in Hokkaido.
*Free shipping for orders over 8,000 yen to Okinawa.
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If you don't receive a confirmation email
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Q: I haven't received a confirmation email, what should I do?
A : We always send order confirmation emails and shipping notification emails. Please check the following for reasons why you may not receive the emails.
If you have set your email settings to allow or block emails, you will not be able to receive emails after registering as a member or placing an order. To resolve this issue, please set your email settings to allow emails from the address "info@gaacal.com".
●Please check your spam folder or trash or change your spam settings.
* Spam mail settings differ depending on the service you use, so please contact the service you use for details.
If your registered email address is "ezweb", depending on your mobile phone's initial settings,
You may not be able to receive emails from Owltech Direct.
Solution: You will need to change the "Spoofing Restriction" setting for ezweb.ne.jp to "Low" or lower.
*Emails that were already delivered before the settings were changed will not be automatically received after the settings are changed.
If you would like to receive it again, please contact us.
●If the above does not resolve your problem, or if you have not received an email from Owltech Direct within two business days of placing your order and are therefore unable to confirm your order details, please contact us at info@gaacal.com.
If you have any questions about ordering or delivery dates, please contact us at info@gaacal.com. Thank you very much.
