FAQWe strive to offer you the best buying experience online! Click on the topics below for details.
- Q1. How do I get answers to specific product questions?
- Q2. What should I do if I found the item received is not exactly what was described when I placed the order?
- Q3. Why are your prices so low?
- Q4. Can I physically see an item before I purchase it?
- Q5. Can you reserve an item for me?
- Q6. How to Find a PID
Q1. How do I get answers to specific product questions?
We are given all the technical specifications by our suppliers and we endeavor to list as much information as possible to help you make your purchase decision. Although our in-house teams are keen followers of water filters and water treatment, we may not always have the expertise to answer very detailed and technical questions we get asked by our customers. If we do have the information you required, we will respond as soon as possible. Otherwise, we would take a period of time to come up with a feasible answer to you.Back to Top
Q2. What should I do if I found the item received is not exactly what was described when I placed the order?
We apologise for the incorrect product description provided when you made your purchase, please contact us with your Order ID number. We will resolve this mistake as soon as possible.Back to Top
Q3. Why are your prices so low?
Genki can offer prices substantially lower than you would pay in a retail outlet because we: source our products directly from manufacturers around the world; purchase in shipments much larger than most retailers to obtain a better price; do not involve or rely on any intermediaries to source our products; Sell on the Internet only which eliminates expensive retail costs.Back to Top
Q4. Can I physically see an item before I purchase it?
Unfortunately, as Genki strives to provide its customers with the lowest prices possible, we are essentially an online store and do not have the capabilities to display products. All of our products are pre-packaged from our suppliers straight to our warehouse, ready to be shipped to you! We will continue to provide highly detailed descriptions, photos, and information on all of the items we sell and if you can't find what you're looking for there, just contact our fantastic customer service team who will happily help you to find the information you're looking for!Back to Top
Q5. Can you reserve an item for me?
Due to stock turnover and nature of business, our products are sold on a first order - first sold basis. You may place an order for the item you wish to purchase first and make your payment within 2 days.Back to Top
Q6. How to Find a PID
Method A (for inquiries without ordering): Go to item page; PID number is located in the middle section right under photo Gallery.Back to Top
Method B (for customers who have already placed an order): Log in "My Account" (To log in, please go to https://www.genkifitness.com/login) After logging in, click "View Orders" from the drop-down under "My Account" which is located at the upper left corner of the page; Go to "Order History", and click SHOW ALL. Once you have confirmed which order you are referring the PID number is shown under "Products Ordered" column.