FAQWe strive to offer you the best buying experience online! Click on the topics below for details.
- Q1. When will you ship out my order?
- Q2. Which couriers do you use?
- Q3. Where can I track my order?
- Q4. Why have I received a different item from what I ordered?
- Q5. What should I do if my item arrived with parts missing?
- Q6. Are parcels covered by transit insurance?
- Q7. Do you deliver everywhere in U.S.A?
- Q8. Do you ship internationally?
- Q9. Do you provide combine shipping service?
- Q10. Can I or my own courier pick up my order from your warehouse?
- Q11. What happens if I am not at home when the courier delivers my orders?
- Q12. What happens if I do not receive my order by the estimated delivery date?
- Q13. Can you ship my order to my PO BOX address?
- Q14. How do I change the shipping address?
Q1. When will you ship out my order?
Items will generally be dispatched within 1-2 days once payment has been received (unless specified). We will notify you via email after each item has been sent.Back to Top
We provide free shipping for all states. While we may charge an extra shipping fee for Alaska, Hawaii.
Q2. Which couriers do you use?
The courier companies we are cooperating with include FEDEX, UPS and USPS, from which we will choose one for our customers according to the product size.Back to Top
Q3. Where can I track my order?
We will send you an email with your parcels consignment number once your item has been dispatched. Alternatively, you can check those order and tracking details by login to My Account on genkifitness.com. For FEDEX , UPS , USPS track and trace, please visit:Back to Top
Q4. Why have I received a different item from what I ordered?
Please contact us with your Order ID number. We will resolve this mistake as soon as possible.Back to Top
Q6. Are parcels covered by transit insurance?
All delivery shipments are fully insured. If you have questions about your orders, please contact us with your Order ID number. We will resolve your request as soon as possible.Back to Top
Q7. Do you deliver everywhere in U.S.A?
Our partner couriers are able to deliver parcels to most areas within the U.S.A.Back to Top
Q8. Do you ship internationally?
Currently, we are unable to make shipments to locations outside the U.S.A. However, we are considering the potential of expanding globally. We will keep you informed via our weekly Newsletter. Subscribe to our Newsletter now.Back to Top
Q9. Do you provide combine shipping service?
We are unable to provide combine shipping at this stage.Back to Top
Q10. Can I or my own courier pick up my order from your warehouse?
We are unable to offer a pickup because we are trying to ensure that you receive your goods as soon as possible by limiting its delivery mechanisms. Offering a pick-up service would complicate our logistics process and delay delivery time for all customers.Back to Top
Q11. What happens if I am not at home when the courier delivers my orders?
As our couriers require signatures when customers receive parcels, the delivery driver will leave an information card at your address to notify you. Please follow up the instructions shown on that card. If you want the parcel to be delivered while you are not home, please leave your authorization message in the Delivery Instruction section when you check out your order.Back to Top
Q12. What happens if I do not receive my order by the estimated delivery date?
The estimated delivery date is counted from the day we dispatch your items, we suggest you to trace your parcel first, or you can contact us and we will resolve this matter as soon as possible.Back to Top
Q13. Can you ship my order to my PO BOX address?
We are unable to ship your order to PO BOX addresses.Back to Top
Q14. How do I change the shipping address?
To change the address in your Genki account, please log into your account and click on "Address Manager", then click on "Edit My Address" (which is beside the "default address") and fill out the detailed address information as requested. Click the "Save" button to complete. However, if you want to change the address to a specific order, it's recommended to send us an email with correct shipping address and contact number. And please be informed that we are not able to change shipping address if the item has already been dispatched.Back to Top