FAQs

What Shipping Methods Are Available?

We ship worldwide, and offer two shipping methods for most regions

1. Standard Shipping – It may take 3~7 business days by UPS/DHL/TNT.
2. Economy Shipping – It may take 10 ~ 35 business days by ePacket. This will depend on the postal services in your area.

How long will it take for my order to be delivered? ?

1. We usually ship within 2 to 3 business days after the full payment. But in some special cases, it ship out within 3 to 5 business day for building and testing.
2. Items ordered are pre-order, please contact us.
3. Volume Orders may take longer.

What should I do if my tracking number hasn’t received updates for an extended period of time?

If you notice that your tracking number hasn’t received updates for an extended period of time, please contact Customer Support 

Once we obtain all of the relevant information from the courier, we will do our best to handle your case as fast as possible..

CUSTOMS and TARIFFS:

While not all products require a tariff, some products may require a minimal tariff if applicable in your country. The total amount for your order does not include a customs fee/tariff. Geniatech are not responsible for tariffs. Why don’t we add tariffs to the product’s retail price? – If all countries deducted the same tariff amount, we would have added the tariff amount to the product price. However, we do not do that because each country charges a different amount, while some do not even charge. Therefore, we can’t add any tariff to the product’s retail pricing.

What do I do if I have not received my order? 

We send you an email as soon as your order is on the way, so that you can find out when it will arrive. For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is. Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.

If you do need to report your order as lost then please contact our Customer Service

What Payment Methods Are Accepted?

We accept secure payments via Credit Card, PayPal and Bank transfer.

What causes the payment to be unsuccessful？

• Some banks limit the payment amount, such as the limit payment amount can not exceed 1500, more than 1500 orders can not be paid successfully, you can contact the card-issuing bank for more information;
• Quick payment abnormalities may be your account bound bank card expired or you change a new card which is not to rebind, please follow the system prompts to view the specific reasons and try again.

How to determine whether the online payment was successful?

Usually, the “Payment method” page will apper tips of “Pay successfully” after you pay successfully, if you do not see the payment results at that time, you can also query the transaction details through the bank’s website, or call the bank’s customer service. You can also log in account to query “My order”.

How to do when order is paid but shows not paid?

Third-party payment platform or bank may delay the confirmation, resulting in official store to delay updating the payment status, it is recommended to view the payment status later. If paid successfully, please send the relevant proof of payment to the Customer Support to verify. 

How do I place an Order?

1. Register a account
2. Select items, add to cart
3. Fill in the receipt information and payment information, then submit the order
4. Follow the instructions on the page to make a payment

Here is the video guide: https://youtu.be/xsLtcx4d2pY

How Can I Cancel Or Change My Order?

• If the order has not been paid yet, you can log in account. On the My Orders page, go to “Order details” and click “Cancel”
• If your order has been paid successfully (has not shipped), please contact Customer Support to cancel or modify the recipient information and receiving address for you.
• If the items is getting ready to be sent. You can visit our Returns Policy to help you.

What’s my warranty period?

We offers 12 months warranty (accessories for 6 months warranty only) starting from the date of purchase. More information about warranty

How Can I Return a Product?

We offer a 30-day money back guarantee for all products. More about Refund Policy.

How Do I Track My Order?

Your account makes it easy to keep track of all your orders. Once you’ve logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and you’ll be provided with all the details you need about that order.

We’ll also send you a dispatch email as soon as your order is on the way.

I have received a wrong or damaged item. What should I do? 

We take pride in our products so we’re sorry to hear that, sometimes things can go wrong but don’t worry as we can help. Please send us a message, we’ll need to know the following information so that we can fix this for you:

1. Order Number
2. A image of the incorrect or damaged item received

As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.

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