FAQs - Frequently Asked Questions

Last Updated: July 09, 2026

Before contacting support, please review our Shipping Policy, Returns & Refunds Policy, and Terms of Service for detailed information.

Placing An Order

How can I place an order?

1. Browse our products and select the desired size/color.
2. Click “Add to Cart”.
3. Go to your cart and click “Checkout”.
4. Enter shipping details, choose payment method, and complete your order.

I didn’t receive an order confirmation email. What should I do? Please check your spam/junk folder first. If you still can’t find it, contact us at support@kawagear.com with your order details (name, email used, approximate date), and we will resend it.

Where can I find size guides? Each product page has a size chart. Please review it carefully before purchasing. We recommend measuring yourself and comparing with our chart. Due to our made-to-order model, size-related returns (customer choice) follow our standard return policy.

Can I add a guest order to my account? Yes. Please contact support@kawagear.com with your order number and the email address you used to place the order. We will link it to your account.

Shipping & Delivery

How much does shipping cost?

• United States: $5.99 per order
• International: $12.99 per order

Shipping fees are shown at checkout.

When will my order ship? Most apparel items take 3–8 business days to produce. Once shipped, delivery times are:

• US: 7–10 business days
• International: 7–14 business days (may vary by country)

Total time = production + shipping. See our Shipping Policy for details.

My tracking number doesn’t work / hasn’t updated. What should I do? Tracking can take 3–7 business days to activate. For US orders, allow up to 10 business days. If there’s no update after 10 business days, please contact us with your order number.

I received the wrong / damaged / missing items. Please contact support@kawagear.com within 30 days of delivery with your order number and clear photos. We will resolve it quickly according to our Returns & Refunds Policy.

Returns & Refunds

What is your return policy? We accept returns within 30 days of delivery for both defective and non-defective items (new/unused condition).

• Free return label for US customers.
• Original shipping is non-refundable for non-defective returns.

Full details are in our Returns & Refunds Policy.

How long does a refund take? After we receive and inspect the return, refunds are processed within 10 business days to your original payment method.

Payments

Why was my card declined? Common reasons: insufficient funds, incorrect details, expired card, or bank restrictions on international/online purchases. Try another payment method or contact your bank.

Why do I see an international transaction fee? This fee is charged by your bank or card issuer, not by KawaGear. We do not control or refund this fee.

Privacy & Data Protection

How do you handle my personal data? We collect only necessary information to process orders, deliver products, and provide support. We do not sell your data.

What are my data rights (including GDPR)? You have the following rights:

• Right to Access — Request a copy of your data.
• Right to Rectification — Correct inaccurate data.
• Right to Erasure (“Right to be Forgotten”) — Request deletion of your data.
• Right to Restrict Processing — Limit how we use your data.
• Right to Data Portability — Receive your data in a portable format.
• Right to Object — Object to processing of your data (especially for marketing).
• Right to Object to Automated Decision-Making & Profiling — You have the right not to be subject to decisions based solely on automated processing (including profiling) that produce legal effects or similarly significant effects on you. If we ever use such automated systems, you can request human intervention or challenge the decision.
• Right to Withdraw Consent — Withdraw consent for marketing or other processing at any time.

To exercise any rights, email support@kawagear.com. We respond within one month.

Full details → Privacy Policy.

Marketing emails? Only if opted in. Unsubscribe anytime.

Product & Care

How do I care for my KawaGear apparel?

• Turn garments inside out before washing.
• Use cold or gentle wash cycle.
• Avoid bleach and high-heat drying.
• Air dry when possible to preserve print quality.

Are your products official anime merchandise? No. KawaGear creates original fan-inspired designs. We are an independent brand and not affiliated with any anime studios. See our Authenticity & Licensing Statement for details.

Other Questions

Do you offer wholesale or custom orders? Please contact support@kawagear.com for wholesale or special requests.

How can I contact customer support? Email: support@kawagear.com

Phone: +1 (505) 528-3886

We usually respond within 24–48 business hours (Monday – Friday, MST).