FAQs


If you get stuck while completing the process for any reason, or you've got questions and we've most likely got answers. If there's something we haven't covered, or if you'd like to talk to a real person, we'd love to hear from you. we are happy to assist you in that and urge you to send an email to us at support@genuinetree.com.

In the meantime here’s a list of questions we’re frequently asked, with some helpful answers.

ORDER & DELIVERY RELATED

When will my order be processed?

We process orders between Monday and Friday. Orders will be processed within 3-5 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

How long will it take to receive my order?

Total Delivery time= Processing time+ shipping time. We are dedicated to making sure the items get delivered to our customers as quickly as possible. Most orders can be delivered in between 6-20 business days from the date it is placed.

United States

We ship out from multiple international warehouses. Depending on the Warehouse, demand and current stock, it usually takes 9-20 Business Days, until you'll receive your order. It depends on the location and product. Some products may require some handcrafting work in advance, that will delay the shipping by a few days.

Outside United States:

Please allow us a time frame of 18-36 Business Days for shipping the goods to you. 
We apologize for any inconveniences that may occur, as in individual cases, we may run out of stock on products we've had plenty of orders on and have to re-order them. Thus, Shipping, though infrequently, can be delayed.

How long will it take to receive a tracking number?

It will take usually between 2-5 business days.

Will I (the customer) have to pay customs?

For most countries, you will not have to pay customs, but it depends where are you located and if you order more than 1 piece.

How do I cancel my order?

An order can be cancelled via your Genuine Tree account page until the order is shipped out. Go to order history page and cancel the order. 
In case the order is already shipped out, please contact us at support@genuinetree.com with a reason for cancellation we will verify the request and will initiate the cancellation process.

I got an error while placing the order. I’m not sure if the order is placed.

For every successful order, you will receive an email and an SMS confirming the order. If in case the order was not placed successfully, we request you to place the order again.

All customers will receive an order number after placing their orders.

Please contact us if you don't receive one within 24 hours. 

How to change ordered items in my order?

You can make changes to your order before the payment or just cancel this order to make a new one. But you had better not change it after you make payment because it may deliver your order delivery time.

What if my order has not arrived by the expected delivery date?

Normally most order will be delivered within 2-4  weeks from the date of order placed. Sometimes there will be a few days delay please do not worry if the tracking records are normal and updating. However, you can reach out to us at  support@genuinetree.com to get help.

Missing package(S)?

In the unlikely event, your items won't arrive at your door, check the following things:
1) Has one of your flatmate picked up your item?
2) Is there a similiar address nearby, where it could have been mistakenly delivered to?
3) Call your post-office and ask them about your package

If those 3 steps were unsuccessful, don't hesitate and immediately reach out to us on support@genuinetree.com

We'll respond quickly and get the issue sorted!

RETURNS

 How do I return an item?

We refund or replace products only if it reaches to you in the damaged state for rest cases we don’t accept returns or refunds because Our shipments go through rigorous quality check processes before they leave our warehouse, however, there is a slight possibility that the product could get damaged during shipment. If you have received an item in a damaged/defective condition you can email us including your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
Note: If it is a case of replacement, it is subject to the availability of stock. In the case that a replacement may not be available, we will refund you the full amount.

Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

What if the item(s) I received is defective/incorrect/damaged?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.

PAYMENTS

I have received an error after I entered my card details. What shall I do?

We apologize for the inconvenience caused. This can be a temporary issue. Please try again after a few minutes.

The amount has been deducted from the account but the order has not been placed.

This could be one the challenges faced when the transaction times out. However if the order is not successfully placed in our system, please contact us on support@genuinetree.com and we will do our best to help you.

What payment methods do you accept?

We currently accept payment through Paypal only. We are working hard to include more options for your convenience, please bear with us.

Is Checkout on this site safe and secure?

You can be absolutely sure that all purchases here are safe and secure.

If I enter my email address will you sell my information?

We do not sell our customers information. Emails are strictly for follow-up and to send newsletters of our promotions and coupons for discounts. 

Genuine Tree wishes you a pleasant shopping experience!