FAQ

How are your products sourced?

We offer a range of print on demand items from the United States and a selection of items from Japan that are ready to ship now.

Do you ship to my location?

We will ship to customers in North America, Canada, and Australia.
Please note select regions are temporarily discontinued for reasons outside of our control..


Update: As of 11/18/2021 we are discontinuing shipping to outside of the US & Canada due to issues with customers packages being returned for failure to pay VAT. We hope to resume our services to EU and UK and everywhere else in the near future. Customers with open orders in these regions are not affected and will process as normal unless otherwise communicated.

Are your items authentic (plush, stickers, etc?)

Yes! All of our merchandise is 100% authentic and 100% licensed! Depending on the product, it may ship from one of our distributors from either the USA or Japan!

My Order was marked Delivered, but isn't here..

We are sorry to hear of this issue!

Unfortunately, the Gloomy Team is not able to provide any further assistance after a package leaves our fulfillment centers. We strongly recommend checking with your household, neighbor, or Apartment Leasing office if your package is marked delivered but nowhere to be found.
If you suspect your package was a subject of theft, we recommend filing a police report and notifying your post office.
Please contact us if you would like us to add Signature Confirmation to your future order, and we will be happy to do so for a small fee. We cannot add it after a package is shipped or mid-transit, and it will need to be added prior to your order being fulfilled.

Sorry, but we cannot provide refunds or reshipment of packages marked delivered. Thank you for your understanding.

My package was returned to sender, what do I do?

If your tracking shows that your package was returned to us, we will contact you once it arrives back in our hands. Please be sure to look out for an email from us.

For any package returned due to our own mistake (such as failure to adjust addresses upon request etc), we will ship the package back to you on our behalf.

However, for all other returned packages, we will need to collect shipping fees to send it back out to you, as the postage for the initial shipment was used and cannot be re-applied.

Where is your company based?

We have offices in both Japan and the USA. Depending on the products ordered, you items may ship from multiple locations. This is completely normal and not something to be concerned over!

How should I care for my garments?

We strongly recommend washing by hand and hang drying to best retain the original quality of the print and fabric. Be sure to fold the garments inside out prior to washing, and washing with cold water and drying on low heat!

Most apparel comes with care instructions. Please be sure to follow the care instructions closely.

I pre-ordered an item, when will it ship?

Please be sure to read any pre-order listing closely for important information in regards to arrival/shipping!

As nearly all of our pre order items are imported, we are at the mercy of waiting for shipping couriers to deliver the merchandise to our distribution locations. We kindly ask for your patience if you are to place an order for one of these items! We assure you though, we will process your order as quickly as we can once the merchandise arrives!

Pre-orders are locked in once placed and cannot be cancelled. Please be sure to read the listing information prior to placing your order!

How long does it take to get my items?

Most of our items ship direct from Japan. Due to the speed of international mail, please allow at least 4-5 weeks for delivery.

For Print on Demand merch:
Typically distribution happens to the facility closest to your location. Please give between 2-5 weeks for your items to arrive (usually it's less than that)!

For Plush:
Depending on the item, some plush will ship from within the USA and others from our warehouse in Japan! Approximately 1-5 weeks!

Imported/In Stock Merchandise:
Items arrive within the USA typically within 1-2 weeks!

*NOTE ABOUT USPS*

Please be patient with the postal service! If your tracking shows no movement or update in 12 business days, please feel free to reach out to us and we will look into the matter!

Customs Charges, Duties & Import Taxes

Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility. Unfortunately, there is no way we can tell how much these charges will be. For more information regarding your country’s custom policies contact your local customs office. 

If customs fees and charges are refused at the time of delivery, your order will be returned to us. Once we receive your package, we can refund you for your purchase. If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.


How do I make sure I order the right size?

All apparel product pages contain exact sizing information. We recommend double checking your measurements before placing your order. Thanks!

If you are unsure on the sizing, please order a size up! We do not allow exchanges or refunds for incorrect sizing.

What if I make an order and need to change my address?

No Problem! Just send us an email at gloomybear@octas.jp with your name, order number, and your correct shipping address within 24 hours of ordering and we can fix it.

How do you handle Returns/Exchanges:

Due to the nature of our items and their limited availability, items are sold as is and we are unable to offer refunds or exchanges.

All sales here are final. Thanks for your understanding!

What if I have Incorrect/Missing/Damaged items?

If you are missing an item or have received an incorrect item with your order, please contact us including the following information:

Order number

Wrong item received

Missing item

 If your item appears to have a manufacturing defect (e.g.: misprinted, hole in fabric, etc.), please contact us at gloomybear@octas.jp and make sure to include the following information:

Order number

Defective item

Description of the defect(s)

Picture of the defect(s)

What if I need to cancel my order?

If you need to cancel your order please send us an email right away at gloomybear@octas.jp . Please note we cannot honor order cancellations if they are received more than 24 hours after the initial order is made.

IMPORTANT: Apparel orders are NOT able to be cancelled after 10 hours of being placed.

Please make sure you thoroughly read each listing prior to purchase. If you have any questions about an item or pre-order, please email us BEFORE placing your order.

Any other questions?

Email us direct at gloomybear@octas.jp! Thanks!