Support
Answers to the questions we hear most often. Still stuck? Reach our team any time.
1. Create an account (you must be 18 or older to purchase a Gacha Pack). 2. Browse the available packs and select a Gacha Pack. 3. Review the available products and pack information. 4. Complete your purchase. 5. Your item is revealed — then choose delivery or sellback.
You have 24 hours to keep your revealed item or sell it back for GG Coins. If you choose delivery, the shipping fee must be paid within three days. If you do not make a selection or pay the shipping fee on time, the item will be sold back automatically.
*Sellback proceeds are credited in GG Coins only and cannot be converted into cash. The displayed sellback value is shown before confirmation, and a confirmed sellback is final.
Delivery usually takes 3–5 business days after dispatch. You'll receive tracking details once your order is on the way.
*Delivery times are estimates and may be affected by circumstances outside Gacha Grails' control.
We document every card before dispatch. If your card arrives in a condition that is materially different from what was documented at dispatch, please contact us at support@gachagrails.com within 7 days of delivery with clear photographs. We'll cross-reference against our records and work to resolve it.
*Claims for transit damage must be directed to the relevant logistics provider. Gacha Grails will provide pre-dispatch records to assist with any carrier claim. Gacha Grails is not liable for damage occurring after handover to the logistics provider.
You can add or edit delivery addresses at checkout, or from your account settings. Make sure your address is correct before confirming an order.
Email support@gachagrails.com with your order reference and we'll investigate. Most payment issues are resolved within 1–2 business days.
GG Coin purchases are final and non-refundable, except where required by law. GG Coins cannot be exchanged for cash, and unused GG Coins expire 12 months after purchase.
*GG Coins have no cash value outside the platform and cannot be transferred or exchanged for cash.
No. GG Coins and sellback proceeds cannot be converted into cash and cannot be used in the marketplace. They can only be used for future Gacha Pack purchases.
*GG Coins have no monetary value outside the platform.
*Terms and conditions apply. Please refer to our Terms and Conditions for full details.