Frequently Asked Questions

Thank you for visiting GALLEON Online Shop!
Here you will find answers to some of the questions we are asked most frequently.

ORDERS

Can I purchase products if I am not a member?
Yes, you can purchase any products as a guest without registering and logging in.
For more details on how to make a purchase as a guest, please go to the Placing an Order.
Can I change or add to my order after it has been placed?
Unfortunately, we are unable to cancel, change, add, or combine your orders (packages) once the "Shipping Confirmation" email has been sent.
If you wish to cancel, change or add anything to your order after the "Shipping Confirmation" email is sent to you, please inform us using the "Contact Us" form.
For more details on how to cancel or change your order before the "Shipping Confirmation" email is sent to you, please go to the "Return, Exchange and Cancellation Policy" page.
Can I have my order delivered to an address other than my home address?
Yes, you can specify a delivery address other than the one registered to your contact details. Please follow the steps below:
  • Place your desired products into the shopping cart and proceed to checkout. This will redirect you to the "Order Review" page. Click the "Change Address" button in the "Delivery Address" field under the "Delivery Details" section.
  • On the "Specifying Delivery Address" page, click the "Add a New Delivery Address" button, which will redirect you to the "Adding Delivery Address" page. Enter the contact details of your desired delivery address, and then click the "Register" button.
  • In the "Delivery Address" field under the "Delivery Details" section on the "Order Review" page, check that the delivery address has been updated to your registered address. If everything is correct, proceed to checkout.
Do you gift-wrap?
Yes, we offer free and low-cost gift wrapping services.
If you choose to use our gift wrapping service, please go to the shopping cart page and click the "Gift Wrap" button. Select your preferred wrapping type and place it into the shopping cart to make a purchase together with a product.
* You can add one gift wrapping in a single shopping cart.
* If you have purchased multiple products in a single shopping cart, we will wrap all of them together in one package.
For more details on our gift wrapping services, please go to the "Gift Wrapping Service".
Do you gift-wrap with "Noshi" paper?
Yes, we offer a free of charge service to gift-wrap with "Noshi" paper.
If you choose to use our gift wrapping service with "Noshi" paper, please go to the shopping cart page and click the "Gift Wrap" button. Select the "Noshi" paper and place it into the shopping cart to make a purchase together with a product.
Please make sure to select your preferred type of "Noshi" paper and "Omotegaki" printing from the drop down list. If you also wish to print your name on the "Noshi" paper, please type your name in the "Order Notes" on the "Order Review" page.
For more details on our gift wrapping services, please go to the "Gift Wrapping Service".
Do you gift-wrap each product separately?
You can add one gift wrapping in a single shopping cart. If you have purchased multiple products in a single shopping cart, we will wrap all of them together in one package.
If you need multiple products gift wrapped separately, please inform us using the "Contact Us" form.
For more details on our gift wrapping services, please go to the "Gift Wrapping Service".
I'm concerned with entering my personal information on the Internet. Is that safe and secure?
Our website uses SSL (Secure Sockets Layer) encryption to protect your personal information. The SSL automatically encrypts your personal information before it is transmitted.
If your current browser is not SSL-enabled, you may not be able to access our online shop.
For more details, please go to the "Privacy Policy" page.
Can I place an order by means other than the Internet, such as telephone or FAX?
Unfortunately, we do not accept orders by telephone or FAX.
I received multiple "Order Acknowledgement" emails, but I only want one order. What do I do?
Please find your "Order Number" listed in your "Order Acknowledgement" emails (with the subject line "Thank You For Your Order").
If those Order Numbers are different from each other, you have a duplicate order in our system.
Please inform us of cancellation of your duplicate order via "Contact Us" form.
I received an order acknowledgement/confirmation email which I know nothing about.
Please inform us using the "Contact Us" form. We will then check if you have placed an order with us.
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PAYMENT

Can I pay in installments by credit card?
Unfortunately, we do not accept payment in installments by credit card.
We accept one time payment only.
Can I change my payment method?
Unfortunately, once a payment method has been selected for an order it cannot be changed.
To chose an alternative payment method, you will need to cancel your existing order and place a new order with your preferred payment method.
For more details on how to cancel or change your order, please go to the Order Change and Cancellation Policy.
Can I get a receipt for my order?
We generally do not issue a delivery note as we send you a "Shipping Confirmation" email as a substitute for a payment receipt and delivery note.
If you wish to receive a payment receipt, please refer to the Payment Receipt and Delivery Note for details.
* Please note that we are unable to issue or replace a payment receipt for cash-on-delivery orders.
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DELIVERY SERVICES AND CHARGES

Can I collect my package directly from my local delivery office?
Yes, you can collect your package from your local delivery office of Sagawa Express.
If you wish to do so, please go to the "Order Review" page and click the "Change Address" button in the "Delivery Address" field under the "Delivery Details" section, where you can enter postal code, address and name of your local delivery office along with the name and phone number of a person who collects packages.
I placed an order online. Can I come and pick it up at the store?
Unfortunately, you cannot pick up your products from our retail stores.
Do you ship internationally?
Unfortunately, orders are delivered within Japan only.
We are also unable to deliver to some remote islands (i.e. Izu and Ogasawara Islands except Oshima).
For more details on delivery area, please go to the Delivery Area.
I made separate orders. Do you combine multiple orders (or packages) into one?
Once the "Shipping Confirmation" email has been sent, we are unable to cancel, change, add, or combine your orders (and packages).
If you wish to cancel or change your order before the "Shipping Confirmation" email has been sent, please inform us using the "Contact Us" form.
For more details on how to cancel or change your order before the "Shipping Confirmation" email has been sent, please go to the Order Change and Cancellation Policy.
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RETURN, EXCHANGE AND CANCELLATION OF PRODUCT

Can I return a product?
To ensure the safety and hygiene of our food products, as a general rule, we will not accept any return or exchange because of a personal preference.
We only offer a return and exchange service in the event you receive a damaged, defective or incorrect product.
If you wish to return or exchange a product, please inform us using the "Contact Us" form before returning any products to us within eight (8) days from the receipt of the product (including the day you received the product).
For more details on how to make a return or exchange, please go to the Return and Exchange Policy.
Can I cancel my order after it has been submitted?
Once the "Shipping Confirmation" email has been sent, we are unable to cancel, change, add, or combine your orders (packages).
If you wish to cancel or change your order before the "Shipping Confirmation" email has been sent, please inform us using the "Contact Us" form.
For more details on how to cancel or change your order before the "Shipping Confirmation" email has been sent, please go to the Order Change and Cancellation Policy.
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MEMBER SERVICES

How can I become a member?
Please click here to register as a new member.
* You must agree to the Terms & Conditions to register as a new member.
I forgot my password.
If you forgot your password, click here to reset it.
Once the "Reset Password" page appears, enter your registered e-mail address and click the "Next Page" button. You will soon receive an email with a link to reset your password.
* This link will expire in 10 minutes from the time it was sent. After 10 minutes, it will be invalid and you will need to fill in your email address again.
I forgot my registered email address.
If you cannot log in with your registered email address, you may have entered a wrong password.
Please try to log in with all possible email address and password you can remember.
If you still cannot log in, please click here to reset your password.
* Even if you contact us, we cannot inform you of your registered e-mail address and password for security reasons.
How can I cancel my membership?
You can easily cancel your membership at any time. Please log into "My Page" and click on the “Membership Cancel” tab.
Can I earn or use reward points if I am not a member?
Rewards Points are valid only for Members.
Once you join our membership, you can take advantages of our variety of member benefits and services.
Please feel free to join us. Click here to register for our membership.
How do I earn points?
Once you become a GALLEON Online Shop member, you will be able to earn 1 point for every ¥100 spent (tax excluded) on our website.
How many points do I need to redeem product?
As a GALLEON Rewards Member, you can use reward points either fully or partially to pay the total amount of your order (including product costs, delivery charges and 8% consumption tax) and can redeem 1 point for every yen spent.
When are my points available to use?
Earned points from purchases become available as soon as your order ships.
Do my points expire?
Yes, your points expire one year from your last purchase.
* All of your points become invalid after 365 days have passed since your last purchase.
How can I check my point balance?
You can check your point balance on your "Order History" page under "My Page".
Can I use my points in any GALLEON's store?
Unfortunately, all points you have earned online are available online only.
Likewise, all points and coupons you have obtained at GALLEON stores are available in stores only.
What happens to my points, if I cancel or return my order?
Canceled and returned purchases will result in a loss of any applicable reward points earned for the canceled and returned order.
For mode details, please see the [6-4] Reward Points on the Terms & Conditions page.
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PRODUCTS

I have received rusty dented food cans.
Some products might be dented or damaged during courier delivery process. Rust or dents do NOT affect the contents of the can and consumption.
Due to storage conditions, rust can form on the outside of canned products. It does NOT affect the quality of the products in any way.
Are your products available in stores?
Some products available online may not be available in our retail stores.
If a product is out of stock online, we may be able to back-order for you.
Please email us through the "Contact Us" form for product availability.
I wonder why the online price is different to the in-store price.
The price of online products can differ from it's in-store product price. We ask for your kind understanding.
It will be great if you are able to make my favorite in-store products available online!
Thank you very much for your valuable opinion. It will be very helpful to our future customers.
We would be highly appreciated if you could tell us more details of your opinion using the "Contact Us" form.
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