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Frequently Asked Questions

We usually ship out the package within 7 days after you placed the order, you can always find when your items will ship both in the shopping cart and in your receipt (by email). If you ever need to expedite an order, just contact us and we’ll do our best.

Processing time refers to the time we need to prepare your order! Most products will take no longer than 24-72 hours to be ready for shipping. Please check description of each product for more information.

Please refer to our Shipping Policy for more information, thank you.

Free shipping applies only to our standard shipping options.

If you chose Tracked/Express Shipment when placing your order you should find the tracking details on your GenshinBox Profile, under “Orders”.

Otherwise you can email us at [email protected] for more information.

Our order processing time usually takes 3-7 business days(excluding weekends and holidays). Once we ship out your order, You should receive a shipping notice to the email you provided. Please check your Promotions, Updates and Spam folders in your email inbox.

In general, we can try to change the shipping address for you before your order is not dispatched, but once the package is dispatched and enters the shipping state, the shipping address cannot be change.
If you need to change your address, please contact us within 24 hours after placing your order.

We try to process our orders extra-fast to make sure that they arrive with you as soon as possible, so cancelling an order after it’s been made isn’t always possible.

If the order has not been shipped yet, we’ll process your refund right away. Please contact us

If you ordered more than one product, it’s very likely that they will arrive separately as our products are shipped from various warehouses. You should receive tracking for each parcel .

If you’re still unsure about the whereabouts of your missing item, please contact us via the contact form below.

Sometimes the postal services like kicking packages around. Did your order arrive broken? Not to worry, just send us a picture of the damages and we’ll sort you out with another package.

The tracking information sometimes is not up to date. Please kindly wait 2-3 days and the package should arrive later.

If the package still not shows up, please contact us via the contact form below.

We don’t have access to credit card information. Our trusted payment partners, whom you probably know already do that (like paypal!) and they don’t share that information with us.

All orders include Value Added Tax (VAT) in the price!

Each order will come in one package. If you place multiple orders separately, they will ship in separate packages.

Items shipped from us can be returned within 14 days of receipt of shipment in most cases. Please note that if you are buying a customized product, it means it is exclusive to you. Therefore, the product can’t be restocked or resold. For this reason, We do not accept returns for non-quality reasons.
Please contact our customer service center for the shipping address when you are allowed to return.
Send us an E-mail at: [email protected]

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