FAQ

1. Do I need to have an account to order?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:
Quick checkout process
Easily view your order status and order history
Receive updates detailing our new releases and special promotions

2. What payment methods do you accept?
We accept PayPal payments, and if you want to pay by credit card, you can connect your credit card with PayPal account.

3. How secure is my online order?
When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
 
4. Are there any exchange rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

5. How do I set my shipping address?
Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change the letter "?" to "c".

6. Can I change my shipping address after placing an order?
Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vocational address as we do not know how long the destination's customs department will have the package on hold.

7. How much is shipping?
Genteen offers Free Shipping over $30 and Free Taxes. 

8. How long does the shipping will take?
We work with well-known delivery companies such as UPS, DHL, USPS, and Canada Post, Royal Mail, etc. Products will be shipped from the nearest warehouse according to the customer's shipping address.

9. I ordered 2+ items, but only received one... where's my order?
We have a large assortment of products that are not stocked in the same holding facilities when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next, but your other parcels are on their way.

10. Why does my refund take so long to be returned to me?
We do not receive your funds immediately. While a credit card may be cleared and the purchase goes through, it can actually take several hours to several days for your card to be cleared and for the funds to go through. Likewise, when a refund is issued we merely send the request to your financial institution. How long it takes for your bank to reinstate the funds back into your account depends on your bank specifically, as well as their business hours.

11. Why have I not received any order confirmation details?
Most times this is because our customers have accidentally entered their email in wrong. Throughout the process, we send out multiple emails, including an order confirmation and a shipping notice. If you believe you may have entered your email wrong please contact us and we will fix it for you.

12. How long is your warranty good for? 
Any parcels that arrive at you in a broken condition are either refunded to you (once photo evidence is provided), or we will send you out a replacement package immediately. If a product does not arrive at your location within 6 weeks, we will also offer you a full refund for your order. Other warranties are specific to the product ordered and will be included in the product description.

13. Do you have a 30-day guarantee?
Yes, we offer a 60-day guarantee and we will try our best to let every customer 100% satisfied.
14. How do I contact you?
If you have any questions that are not on this FAQ page, please email us at support@Genteen.cn . Where we will promptly get back to you.