Usage Guide

 

•The customer must be able to receive the product in one of the following areas:

Please scroll down to the bottom of the page

 

•The customer must purchase with a PayPal account.

 

•The buyer must provide an address written in English.

 

If the address provided is in a language other than English (roman characters with no diacritic marks), 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 ‘BUY NOW’ button, which will send you to the Shopping Cart page.

 

 

•The Shopping Cart Page

 

In the Shopping Cart page you can confirm the products you are ordering along with their prices.

If you wish to change the quantity of a specific product that you wish to order, simply update the ‘Quantity’ area and click the ‘Mark of the cart'.

If you wish to proceed to checkout, click the ‘Proceed to Checkout’ button and go to the checkout page.

If you wish to continue looking at products, click the ‘Add to Cart’ button.

 

 

•The Checkout Page

 

[Important] Please only use  roman characters (with no diacritic marks) into the checkout form.

If any character 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.

 

 

After Logging-in

1. Select a shipping address Page

 

Please input the address to which the billing information will be sent.

If you wish for the order to be sent to the same address, then select ‘Selection’, however if you want the order shipped elsewhere click ‘Designate new delivery destination’.

Once you are done, select ‘Selection’.

 

A shipping charge of  2500JPY will be applied to all available countries.

 

2. Select a payment Method Page

 

You can pay Paypal.

 

[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’.

Unless you complete the chackout at the PayPal site, your order will not be processed.  Please try another payment method.

*Billing from PayPal will be done when the purchase is completed .

 

3. Order Review Page  4. Place Order 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 e-mail will be sent to your registered e-mail address with the title ‘[Gen-ti-nel] Confirmation of your order’.

*Please note that you will not be able to cancel the order after it is confirmed.

 

 

Accessing WeGO Official Shop via Cellphone

 

The WeGo Official Shop is not compatible with cellphone browsers.

If you are able to view the PC website via your cellphone, 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 the confirmation e-mail to your spam box. Please check if you don’t receive our e-mail 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.

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 been shipped, you will receive an automated confirmation e-mail containing your tracking number.

 

 

Currency

 

Note that you will be charged JPY. for your purchase.

The purchase price may differ depending on the current exchange rate, so please confirm the exchange rate with your credit card company or financial institution.

 

 

FAQ for Overseas Customers

 

Payment Methods

 

-What payment methods are available?

 

We accept payment PayPal Express Checkout.

 

 

-When will my order be charged?

 

*Billing from Paypal will be done when the purchase is completed .

 

 

-How can I change the payment method I used?

 

After your order has been placed you cannot change the payment method.

 

 

-What currency will I be charged in?

 

JPY.

 

 

-What is the current exchange rate from my currency to JPY.?

 

We cannot state what the exchange rate will be at the time of purchase.

Please confirm this with Paypal or financial institution.

 

 

Delivery

 

-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 the courier.

 

 

-How much will the shipping cost?

 

A shipping charge of 2500JPY applies per order, regardless of the 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 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 Page" and add the new address to your address book.

Please inform customer support of the change of the destination after delivery was settled.

Please note that adding the address to your address book alone will not be reflected in your order information.

 

 

-When will my order reach me? Have my items been sent yet?  

 

Shipment will depend on which item(s) you ordered.

Check the product details of the item(s) your ordered for the estimated shipment date. 

Please note that production problems may arise and postpone this date.

The actual date of delivery will also depend on the country the items are being sent to.

Once your order has been shipped, you will receive an automated confirmation e-mail 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.

 

 

-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.

 

 

E-Mail

 

-Why have I not received an order confirmation e-mail ?

 

Please be sure to check your spam folder if you're using a free mailing system such as Gmail or Yahoo! Mail.

 

 

-Why is my mail completely unreadable?

 

The mail is sent automatically and is encoded in UTF-8. Please make sure you are able to read messages encoded in UTF-8 .


 

Other

 

-I have contacted customer support. Why have I still received no reply?

 

Customer Support will be available during the following business hours. (All times are JST).

Customer Support Hours: 11:00 ~ 13:00,14:00~17:00   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(e-mail) and Japanese(e-mail & telephone).

We will not be able to support any other language.

 

 

-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 change your profile information from the "My Page" section of the site.

Please inform customer support of the change of the destination after delivery was settled.

 

 

-Can I change the number of items I ordered? 

 

After the order has been placed you can no longer change the number of items ordered.

 

 

-How can I cancel my order? 

 

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 exceeds this maximum purchase limit, the exceeding quantity in 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 the latest browser.

If you still experience problems, try disabling your security programs before you order.

 

 

-Regarding Damaged Packaging 

 

As packaging is solely designed for the purpose of protecting the product, claims regarding damaged packages will not be accepted.

 

 

-Can you ship to XXX?

 

We can ship to the following countries:

Afghanistan, Albania, Antarctica, Algeria, American Samoa, Andorra, Angola, Antigua and Barbuda, Azerbaijan, Argentina, Australia, Austria, Bahamas, Bahrain, Bangladesh, Armenia, Barbados, Belgium, Bermuda, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Brazil, Belize, British Indian Ocean Territory, Solomon Islands, British Virgin Islands, Brunei, Bulgaria, Myanmar, Burundi, Belarus, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Sri Lanka, Chad, Chile, China, Taiwan, Cocos Islands, Colombia, Comoros, Mayotte, Republic of the Congo, Democratic Republic of the Congo, Cook Islands, Costa Rica, Croatia, Cuba, Cyprus, Czech Republic, Benin, Denmark, Dominica, Dominican Republic, Ecuador, El Salvador, Equatorial Guinea, Ethiopia, Eritrea, Estonia, Faroe Islands, Falkland Islands, Falkland Islands, Fiji, Finland, Finland, France, France, French Polynesia, French Polynesia, Djibouti, Gabon, Georgia, Gambia, Palestine, Germany, Ghana, Gibraltar, Kiribati, Greece, Greenland, Grenada, Grenada, Guam, Guatemala, Guinea, Guyana, Haiti, Vatican, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Iran, Iraq, Ireland, Israel, Italy, Ivory Coast, Jamaica, Japan, Kazakhstan, Jordan, Kenya, North Korea, South Korea, Kuwait, Kyrgyzstan, Laos, Lebanon, Lesotho, Latvia, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Macao, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Malta, Mauritania, Mauritius, Mexico, Monaco, Mongolia, Moldova, Montenegro, Montserrat, Morocco, Mozambique, Oman, Namibia, Nauru, Nepal, Netherlands, Curacao, Aruba, Sint Maarten, Sint Maarten, New Caledonia, Vanuatu, New Zealand, Nicaragua, Niger, Nigeria, Niue, Niue, Norway, Northern Mariana Islands, Northern Mariana Islands, Micronesia, Marshall Islands, Palau, Pakistan, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn, Poland, Portugal, Guinea-Bissau, East Timor, Puerto Rico, Qatar, Reunion, Romania, Russia, Rwanda, Saint Barthelemy, Saint Helena, Saint Kitts and Nevis, Anguilla, Saint Lucia, Saint Martin, Saint Pierre and Miquelon, Saint Vincent and the Grenadines, San Marino, Sao Tome and Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Vietnam, Slovenia, Somalia, South Africa, Zimbabwe, Spain, South Sudan, Sudan, Western Sahara, Suriname, Svalbard and Jan Mayen, Swaziland, Sweden, Switzerland, Syria, Tajikistan, Thailand, Togo, Tokelau, Tonga, Trinidad and Tobago, United Arab Emirates, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, Macedonia, Egypt, United Kingdom, Guernsey, Jersey, Isle of Man, Tanzania, United States, U.S. Virgin Islands, Burkina Faso, Uruguay, Uzbekistan, Venezuela, Wallis and Futuna, Samoa, Yemen, Zambia

 

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