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Usage Guide
Purchase Conditions
The buyer must be able to receive the product in one of the following areas:
Areas where shipping is available:
Hong Kong, Korea, Taiwan
The buyer must purchase with a credit card or PayPal account.
Credit cards that may be used:
American Express, Visa, Mastercard, JCB
* Credit card payment is not available for customers residing in Indonesia, Vietnam, Peru, Colombia, and Mexico. We apologize for any inconvenience.
The buyer must provide an address written in English.
If your address provided is in a language other than English (roman characters with no accents), we will be unable to ship your order.
How to Order
The Product Details Page
Select the product you wish to purchase, and click the ‘Add to Cart’ button, which will send you to the Shopping Cart page.
The Shopping Cart Page
On the Shopping Cart Page you can confirm the products you are ordering along with its prices. If you wish to change the number of a specific product that you wish to order, simply update the ‘Qty’ area and click the‘Update Shopping Cart’ button. If you wish to proceed to checkout, click the ‘Proceed to Checkout’ button to go to the checkout page. If you wish to continue looking for other products, click the ‘Continue Shopping’ button.
Checkout Page
[Important!] Please only input only roman characters (with no diacritic marks) into the checkout form. If any characters other than roman characters are used we will be unable to ship your order.
Registering an Account
Please click the ‘Register’ button in order to sign up for an account. Once the account is created you will be able to continue your checkout. If you already have an account, simply login with your username and password.
* Please note that you have to register in order to purchase from our site.
1. After Logging-in
Billing Information Page
Please input the address to which the billing information will be sent. If you wish for the products to be sent to the same address then select ‘Ship to this address’, however if you want the order shipped elsewhere select‘Ship to a different address’. Once you are done, click ‘Continue’.
2. Shipping Information Page
If you selected ‘Ship to a different address’ on the Billing Information Page, then you will need to input the address you wish to ship to on this page. Either select the address from the pull-down menu, or select ‘New Address’ and input the address you wish the order to be sent to. Click ‘continue’ when complete.
3. Shipping Method Page
Shipping will be charged at 1500JPY to all available countries. Please confirm this, and then click ‘Continue’.
4. Payment Information Page
You can pay via credit card or Paypal.
* Credit card payment is not avaialbe for customers residing in Indonesia, Vietnam, Peru, Columbia, and Mexico.
[Credit Card]
We accept the following four types of cards:
American Express
Please select the card type, input the card number, expiration date, and security code and then click‘Continue’.
The security code is last 3 digits of the 7 digit number printed on the back of your credit card in the signature panel. (For American Express cards, the security code is the 4 digit number located at the upper right of the credit card number on the front of the card.)
*If you have any questions regarding your card's security code, please contact your credit card company directly.
[Paypal Express Checkout]
Please select Paypal Express Checkout and click ‘Continue’, after which you will be redirected to Paypal site.
After logging in at the PayPal site, please confirm your order details and click ‘Continue’.
If you cannot complete checkout at the PayPal site, your order has not been accepted. Please try other payment method.
5. Order Review Page
Please confirm that everything about your order is correct on this page. Once you are certain, click the ‘Place Order’ button. You will be sent to a screen that will confirm that your order has been received, and a mail will be sent to your registered email address with the title ‘[Gentinel Store] Confirmation of Your Order’.
Accessing the Store via Mobile phone
Gentinel Store is not compatible with mobile phone browsers. If you are able to view the PC website via your mobile phone, and are able to use Javascript on the phone then it may work, but using a PC browser is recommended.
Using Free Mail Services
Certain free mail services such as Gmail and Hotmail may send confirmation email to your spam folder. Please check your spam folder and filter settings if you don’t receive it after ordering.
Shipping Information
Shipment times will vary depending on which item(s) you ordered. Check the product details of the item for the estimated shipment date. A shipping cost of 1500JPY will be billed per order for all available shipping locations. Please note that delivery may be delayed due to unforeseen circumstances. Import taxes and all other fees incurred after shipment are the buyer’s responsibility.
After your order has shipped, you will receive an automated confirmation email containing your tracking number.
Note that you will be charged in Japanese Yen for your purchase. The purchase price may differ depending on the current exchange rate, so please confirm the rate with your credit card company or financial institution.
FAQ for Overseas Customers
Payment Methods
- What payment methods are available?
We accept payment via both credit card and PayPal Express Checkout.
- Which credit cards can I use?
You can use any Visa, MasterCard, American Express, or JCB card. We do not accept debit cards, including Visa Debit Cards.
- When will my order be charged? Why is my order in "pending" status?
Products will be charged as soon as they are shippable. Until then, your order will remain in pending status.
- Why is my credit card not working?
Please check with your credit card company if you experience any problems. The most common issues include an expired card, credit limit, or authorization denial.
- How can I change the payment method for my order?
After your order has been placed you cannot change the payment method.
- What currency will I be charged in?
Japanese Yen.
- What is the current exchange rate from my currency to yen?
We cannot state what the exchange rate will be at the time of purchase. Please confirm this with your credit card company or financial institution.
- Which carrier will my products be shipped with?
Though packages are generally shipped via EMS, delivery may be contracted out to UPS or other couriers.
Customers may not select their courier of choice at this time
- How much will shipping cost?
A shipping charge of 1500JPY applies per order, regardless of destination.
In principle, for every order there will be one package shipped. However, if the items in your order have multiple release dates, items may be shipped separately. In this case shipping fees will only be charged for the first shipment, and Gentinel Store will cover all additional shipping costs.
- Can I specify a day for delivery?
Unfortunately not at present.
- How can I change my delivery address?
Please log into "My Account" and add the new address to your address book, then contact customer support with the following form.
Please note that adding the address to your address book alone will not effect your order information.
- When will my order reach me?
- Have my items been sent yet?
Shipment will depend on which item you ordered. Check the product details of the item(s) your ordered for the estimated shipment date. Please note that this date may be postponed due to production related issues. The actual date of delivery will also depend on the destination country.
Once your order has been shipped, you will receive an automated confirmation email containing your tracking number.
- Can multiple orders be combined?
Multiple orders can not be combined.
- Can you ship with a different courier?
Customers are unable to select delivery courier at this time. We apologize for any inconvenience caused.
- Can you ship to XXX?
We service the following countries:
Hong Kong
We will NOT service any country that is not listed above. They will not be selectable during the order process.
- Regarding Overseas Shipment
Please understand that delivery may be delayed depending on the customs clearance procedures for your country.
In addition to the shipping and handling fees charged with your order, import taxes and other fees (such as customs clearance fees) may be imposed.
All taxes and fees incurred after shipment are the customer's responsibility.
Custom rules and regulations differ per region. Please contact your local customs office directly for more information.
- Why have I not received an order confirmation mail?
Please be sure to check your spam folder if you're using a free email service such as Gmail or Yahoo! Mail.
- Why is my mail completely unreadable?
All automated notifications are encoded in UTF-8. Please make sure you are able to read messages encoded in UTF-8 .
- I have contacted customer support. Why have I still received no reply?
Customer Support will be available at during the following business hours. (All times are JST).
Customer Support Hours: 10:00 ~ 18:00 Weekdays Only
We reply to all requests in the order that we receive them, so during busy periods replies may be delayed.
Also note that we will only accept support requests in English and Japanese. We're unlikely to reply to requests received in any other languages.
- Can you change the price of the goods on the invoice you send?
We will not alter the price of merchandise on any invoice or customs documentation.
- How can I change my profile information?
You can update your profile information from the 'My Account' section of the site. If you wish to change a delivery address please contact customer support directly.
- Can I change the number of items I ordered?
After your order has been placed we can no longer edit the number of products or quantities ordered.
- How can I cancel my order?
We apologize, but we do not accept cancellation requests.
- Can I purchase more than the individual purchase limit?
Please take note of the maximum number of each product available per customer. If you order more than this maximum purchase limit, your order will be cancelled.
- Will this product be placed on resale at any point in the future?
There are currently no plans for a resale.
- I seem to be having trouble ordering?
Please make sure you are using Microsoft Edge, Safari 8.X, or Chrome 39.x. If you still experience problems, try disabling your security programs while you order.
- Regarding Damaged Packaging
As packaging is designed for the sole purpose of protecting the product, claims regarding package damage will not be serviced.
- Regarding painting issues and other product defects
Products and product parts are eligible for replacement up to 14 days from shipment.
Please contact Gentinel Store Customer Support via email or telephone (information printed on package) regarding the defective area and specific details.
* Packaging is for the sole purpose of protecing the product, and is ineligible for after service.