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FAQs – Genus Apparel

FAQs

HOW ARE YOUR SHIRTS PRINTED?
We use DTG printing. Direct to Garment (DTG) is a method where a printer directly applies the ink onto the t-shirt with inkjet technology. It involves a special printer, which prints the ink directly onto the garment in the desired design. DTG uses specialty inks, which are absorbed by the fibers of the garment. 

I JUST ORDERED A SHIRT. WHEN WILL IT ARRIVE? Our products are produced on demand so it depends. Maybe in a few days, maybe not for a few weeks. All items usually get printed and shipped less than 24-48 Hrs after you order. Once we ship your order, it should get to you in a few days (United States) or a few weeks (everywhere else), depending on how far you live from Los Angeles, California. We’ll send you an email when it ships. If you're still not sure, just check the order lookup page or email us. We're happy to clear things up.

I ORDERED 2 ITEMS, WHY DID I ONLY RECEIVE ONE ?  Since we are not like any of the other companies around, hence "Unique", when you order multiple items at a time they will be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they will get to you!  

WHAT DOES BEING PROCESSED MEAN?  We have received your order and are printing/ quality checking and are preparing your order for shipment.If your order has been processing for more than two days then the time is out of stock and we are awaiting the arrival of more.  

I PLACED AN ORDER BUT I DIDN'T RECEIVE A CONFIRMATION EMAIL...WHAT'S GOING ON? Kindly check your SPAM folder to see if your confirmation email was sent there.  

OH NO, I MESSED UP MY SHIPPING ADDRESS AND/OR SHIRT SIZE! CAN I CHANGE IT?  If this happens to you, just email us as soon as you can and we MIGHT be able care of it. However, we can't make any promises. All of our shirts are printed on demand so we usually start immediately after you order and it ships out the same day. If your order has already been shipped, take heart. We'll still try to make it right. We know how frustrating it can be to pay for something you can't use. 

I DON'T HAVE A TRACKING NUMBER, WHEN WILL I GET IT? You will get a tracking number once your order has shipped and you will get an email when your order ships!  

BUT WAIT, MY TRACKING NUMBER DOESN'T WORK...ARE YOU GUYS A SCAM. No we are not a scam. If your order has just shipped, please allow some time for the status of the shipment to correctly display on the USPS tracking site. Thank you for ordering! 

WHAT’S YOUR REFUND/EXCHANGE POLICY?  If there’s something wrong with your order ( wrong shirt, defective product, etc.), return it to us unused within 15 days of delivery and we’ll be happy to issue a refund or replacement. Exchanges are a little more difficult since we print close to exact quantities of what we need. We usually order a few extras, but they go fast. If you need an exchange, email us and we’ll see what we can do.

 

When will my order arrive?

  • Orders should arrive in 7-30 business days.
  • All of our items are shipped in 24-48 hours after the order is processed.
    • Holiday hours may affect this
  • If the order has not arrived in 60 days, we will reship your item free of charge.

 

I ordered multiple products, but did not recieve all of them, what should I do next?

  • Please verify with us if you have received more than one shipping confirmation email. Different items may be delivered at different times.
  • How to make a claim?
    • You must notify us about any missing items within seven (7) days of delivery.
    • Contact us with the invoice number, contact information, and a list of missing items.
    • Please send us the picture of the package where there is a description of what was in the box.
    • Once we have received the claim from you, along with the package image, our customer representative will inspect your order and contact you and  a new product will be sent to you.

Where are the products coming from?

  • We are based in the United States of America, but have warehouses all over the world

Is there a shipping cost?

  • The standard shipping rate for all of our products is $4.99.

How can I pay?

  • You can pay directly on our website with any major credit card.
  • We use Shopify Payments powered by STRIPE to process your payments with the highest level of security.

What currency is used?

  • All transactions are made with USD

 How can I get in touch?

  • E-mail us for the fastest response at info@genusapparel.com. Alternatively, you may contact us at 646-481-9114. 

Where can I mail my return?

  • Please contact us at info@genusapparel.com for instructions including a return address.