Damaged Package Claims
If package was damaged during transit, please contact us immediately (within 48 hours of receipt of your package). Customers with damaged packages can file a claim directly with us. Please keep all packaging (box, packing paper, etc.) for verification purposes. In many cases we will request that the damaged product(s) to be shipped back to us for verification. Genstattu.com may also require photos of damaged packages or parts to be taken for inspection purposes. Photos of damaged goods will help us expedite the process and provide a better resolution.
Lost Package Claims
If you have not received your order within the shipping time frame, please contact us to report package lost. All packages shipped by Genstattu.com are insured with 100% of the package value. If your package is in fact lost, we will replace the package, credit your account for the full amount, or offer you a refund for the full amount of the order.
In some cases refund or replace will not be issued, please see below:
1) Package is not timely receipt and returned to our warehouse. In this case you can choose your order to be sent out for another time and you will have to bear the postage. Alternatively you can request a refund. A 15% Restocking Fee may apply in this situation.
2) You filled out the wrong address for pickup.
Change order after payment
If you need to change the information on the order, the fastest way is to contact our customer service. Phone: 925-364-7166 Email: [email protected]
If you wish to change your order after it has been shipped. Please contact us via Phone: 925-364-7166 or Email: [email protected] as matter of urgency. Depends on the actual situation we will then decide whether to accept your return of the order or change the order for you. A 15% Restocking Fee may apply in this situation
General Return Policy
We are trying our best to satisfy your shopping experience on genstattu.com. For any reason you are not satisfied with your order, we are happy to accept your return within 30 days under the following conditions and guidelines:
1) Product must have been purchased directly from Genstattu.com and have not been used. Returned product must be in new condition with original packaging.
2) Please include a print out copy of the return from with your return package. If you cannot access the printer please clearly write down all the return info in the return form. You can find the return form here
3) Customers MUST contact Genstattu.com Customer Service to receive a Return Merchandise Authorization Number (RMA#) before sending any item in for return. Genstattu.com will not be responsible for any returns without prior notice.
4) You will have to bear the shipping costs for product return unless the returning item is damaged, defective or incorrect Items.
5) A 15% Restocking Fee will apply on returns of non-quality issue products and returns due to customer change of mind.
6) Your refund will be issued in the original method of your purchases.
Return Application Process
If you haven’t created an account with us, please contact us straightly for your return. Phone: 925-364-7166 Email: [email protected]. Please download and fill in the return form on here, then include it inside your return package.
If you have an account with us, please follow the return process as below:
1) Log in your account, and then enter MY ACCOUNT option with link below: http://www.genstattu.com/customer/account/
2) Click the RMA link on the left as shown on the screenshot below, or access it directly with this link (http://www.genstattu.com/rma/customer_rma/list/)
3) After applying for RMA and completing the related information, then you will be assigned with a RMA Number.
4) Before sending the items back, please patiently wait for our return team to verify your return. You can go back to the second step to check the response from us. Normally it will take up to 2 days. We will contact you via Email.
5) To help us to process your return quicker, please download the return form here and include it inside your return package.
Shipping your Return
When preparing your item(s) for shipment, please follow the following guidelines:
1) Please Include your return form, which can be found here.
2) Pack your items carefully and responsibly. Please do not use padded envelopes as these will be ripped open and the content may be lost.
3) Please ship your return package with a trackable method and info us the tracking number.
USA local customer service contact information:
Add: 6681 Sierra Ln Suite F Dublin, CA 94568
Email: [email protected]