FAQs

How can I contact Gen Z?

You can email us at info@genzw.co, and our customer service team will be happy to help you with any questions or concerns!

Do you ship worldwide?

Yes! We ship to most countries around the world.

Where do you ship from?

We ship from Hong Kong.

Can I change or cancel my order?

As we aim to process orders as quickly as possible, please request any changes or cancellations within 12 hours of placing your order. Requests after this time may not be accommodated. If you want to return your order after delivery, you can do so for a full refund.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

When will my order be processed?

Orders are processed Monday through Friday. Please allow 1-3 business days for processing after placing your order. Orders are shipped the day after processing. Processing may take longer during holidays and sale seasons.

How long will it take to receive my order?

Due to high demand and shipping logistics, delivery may take 2-4 weeks, depending on your location.

What if I don’t receive my order?

If you haven’t received your order within 30 days after shipping, you are eligible for a full refund.

Will I be charged customs or taxes?

Prices on our site are tax-free in US Dollars. Depending on your country, you may be responsible for import taxes, duties, or customs fees upon receiving your order. These charges are set by your local customs office and are your responsibility.

How do I return an item?

Please contact us at info@genzw.co to start your return process.

What if the item I received is defective, incorrect, or damaged?

Please contact us immediately at info@genzw.co. Include your order number, photos of the item(s), and any relevant details. We will resolve your issue as quickly as possible.

When will I receive my refund?

All refunds will be credited to your original form of payment.

  • For credit or debit cards: refunds may take 7-10 business days to appear in your account after we receive the returned item.

  • If you don’t see your refund yet, please contact your bank or card provider.