Help Center
FAQ
Got a question? Check out popular questions below to find the answer you’re looking for.
Order & Delivery
Your shipping options and fees will be calculated automatically during checkout.
To calculate your order’s shipping fee, you can add all of the items you’d like to purchase to your cart, and then proceed through the checkout process and enter your full shipping address. In the “Shipping” section, you’ll be able to view all available shipping classes and their prices.
If your order has not yet been fulfilled, we can cancel your order and process a complete refund to your original payment. To submit an order cancellation request, please contact us.
Please note that pre-order and custom-order cannot be canceled.
If your order has not yet been fulfilled and you’d like to change the shipping method, address, or add/remove items, you can contact us and we’ll be happy to assist!
Please note that we cannot change the billing address once your order is placed. There’s no need to worry if it’s just a minor error.
You can track your order here.
Also, you’ll receive an email once your order has shipped, containing your tracking link. If you haven’t received the email, you may find it in your “spam folder”.
Tracking numbers typically update with couriers every 24-48 hours, however, additional delays may occur while your order is in transit.
If your tracking hasn’t updated in a few days, don’t panic, your order should still be on the way to you. However, if your tracking hasn’t updated in 15+ working days please get in touch with us here.
Normal order products will ship in typically 3-14 wordking days, depending on the supplier’s shipping and transit time. In the worst case, processing time may take up to 6 weeks.
Pre-order products will ship upon official release by the manufacturer. We will provide an estimated time for reference on the product page.
Custom-order products will ship after they are produced or supplied to us from our supplier. The amount of time needed may vary depending upon the item. We may provide an estimated time for reference when you contact us for customizing products.
The above estimate is for reference only and does not imply a guaranteed time frame.
Transit times will depend on the shipping class you choose. Please note that the COVID-19 pandemic continues to cause delays. Please allow an additional 2-3 weeks for delivery on top of the estimates listed below.
Returns & Refunds
If an item in your order is oversold and not available, we’ll contact you to provide you with more information. We’ll typically be able to offer either a substitution or a refund for the item, although in some cases only a refund may be possible.
In the unlikely event you have receive a wrong item/order, please contact us immediately with the following information:
- Your order number
- The name of the item you didn’t receive
- A photo of the item you have received
Once we’ve received the above info, we will get this sorted for you ASAP!
ALL CLAIMS FOR ORDERS ARRIVING WITH MISSING, WRONG OR DAMAGED ITEMS MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.
Sometimes orders are shipped in separate packages. You’ll be able to tell because the contents of the package should be noted by the order number, and you’ll receive separate shipping confirmation emails which will note which items are included in each shipment.
If an item is marked as included in a package and is not, please contact us within 7 days of the delivery date and we’ll get the missing item shipped out ASAP!
If you receive a product which has been damaged during shipment, or has a defect not included in the list of small variations in our product condition policy, please contact us within 7 days of the delivery date with your order number and photos or a video of the issue and we’ll be able to assist with a refund or replacement.
We are unable to offer assistance with damages or defects in the following scenarios:
- We are contacted over 7 days after your package is marked as delivered.
- The damage is inflected by the recipient after delivery.
- After assessing your images, the item is not deemed to be damaged or defective.
Please note that the product’s outer packaging (the box) is designed to protect the product itself, and damage limited to the outer packaging will not be considered damage to the product.
Returns must be in their original condition. Custom-order item is non-returnable.
If you received an incorrect or damaged item, you don’t need to process a return: instead, please see the appropriate section above.
For returns, please contact us within 3 days of the delivery date. We can only refund the cost of the item; we will not refund the cost of shipping. You will need to pay the shipping costs for your return.
For more details, please check here.
We do not currently accept exchanges.
Product
Please visit the product page and subscribe the email notify. The email will be sent to the email address linked to your account. If you haven’t received the email, please check your spam folder and add the sender to your whitelist.
Custom-order products are products that can be manufactured to meet the specific requirements of customers. To begin, click the “Inquire” button on the product page to establish the order details. You will then be provided with the customizable range and features of the product. Once you have informed us of your requirements, we will create a design based on your description or the materials you provided. Prior to finalizing the order, we typically provide a product preview for your review.
For further information on our custom order policy, please refer to our policy page.
If you are interested in a custom order, please inquire directly on the product page. I would be delighted to discuss the details with you!
Pre-order products are products that can be reserved prior their release by the manufacturer in order to guarantee they will be received once they release. A reservation is placed by completely paying for the pre-order product at the time of checkout. Pre-order products are not shipped until they are released by the manufacturer. Therefore, there will be more time between payment and shipment than for regular products. Please note that pre-order products have “Pre-order” label above their title.
We will occasionally provide coupons in our marketing emails. You can subscribe to our marketing emails here.
Please contact us. The more information you can share about the product (such as a link, item name, or picture), the quicker we will be able to inform you whether we can add it to the shop.
If you have any business inquiries, please contact us or email me directly at Shelley@GenshinStuff.com.
General Information
We accept Paypal payment and credit cards including Visa, Mastercard, Amercian Express and also Apple Pay and Google Pay at this moment but we may include other payment methods in the future.
There are only a handful of instances in which our customers have to pay taxes or additional fees beyond our shipping costs:
- Residents of some US states may be required to pay sales taxes.
- Some of our shipping methods internationally are considered to be shipped “DDU”, which means we do not pay customs or duties and you may be charged this to receive your order. You have to pay these fees when you get your package, so please be aware of your country’s tax policy before you order. We cannot mark shipments as gifts. We are not responsible for any additional taxes, fees, logistics, or other additional charges required by your local government or delivery service to receive your package.
- Some shipping methods may offer some or all prepaid customs charges included in the cost of transportation to avoid long lines at a postal office and extra fees. Certain shipments, such very large orders or packages to certain countries, may be ineligible for pre-paid customs charges, require additional fees, additional identification, and/or require you to pick the item(s) up in person at a certain facility. We are not responsible for any additional taxes, fees, logistics, or other additional charges required by your local government or delivery service to receive your package.
You can subscribe to receive marketing emails from GenshinStuff by this page. You will get the latest event information, exclusive content, and more.
You can also unsubscribe using the “unsubscribe” feature on this page or click the “unsubscribe” button in marketing emails.
If you want to delete your GenshinStuff account, please contact us and we will delete all information related to your account.
Mainly English and Chinese.
If you speak another language, don’t worry – I will do my best to communicate with you using a translation tool! : )
We are always eager to make progress! If you have any suggestions for GenshinStuff, please feel free to contact me at any time.
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