FAQs

1. ORDERS

Q1: Can I change my shipping address?
Yes, within 12 hours of placing your order, before production starts. Email support@genusfaith.com with your order number and the corrected address. After 12 hours the order is locked for production and we cannot change it.

Q2: Can I cancel my order?
Yes, free of charge, within 12 hours of placing it. Email support@genusfaith.com with your order number. After 12 hours production has started - see our Cancellation Policy for what happens then.

Q3: Can I change my billing address?
The billing address comes from your payment provider and we cannot edit it. As long as your shipping address is correct, your order will reach you.

2. SHIPPING & DELIVERY

Q1: Where do you ship from?
Every Genus Faith item is made to order and dispatched from our manufacturing partner's facility in Da Nang, Vietnam, with international tracked shipping.

Q2: Will I pay customs or import duties?
No. All import duties and taxes on your order are prepaid by Genus Faith. Your parcel ships Delivered Duty Paid. You will never be asked to pay anything to the carrier, the post office, or customs when your order arrives. The price you see at checkout is the final price.

Q3: How much does shipping cost?

Standard Shipping: $4.95 for orders under $80
Free Shipping: $0 for orders of $80 and above
Fast Shipping: $14.95 to the United States
Fast Shipping: $19.95 to all other countries

Your exact cost is shown at checkout before you pay.

Q4: How long will my order take?
Because every item is made to order, your total wait is production time plus transit time:

Standard / Free Shipping: 12-22 business days in total (2-7 days production + 10-15 days delivery)
Fast Shipping: 8-16 business days in total (2-7 days production + 6-9 days delivery)

Business days are Monday to Friday, excluding public holidays. These are estimates based on carrier performance, not guarantees. Full detail is in our Shipping Policy.

Q5: My tracking number is not updating
Tracking activates once the carrier scans your parcel into the international network. Please allow 3-5 business days after your shipping confirmation email. If there is still no movement after that, email support@genusfaith.com and we will open a carrier investigation.

Q6: Tracking says delivered but I did not receive it
Please check with anyone else at the address, your mailbox, porch, garage, and any sheltered spot the carrier may have used. If you still have not found it after 2-3 business days, email support@genusfaith.com with your order number. If the parcel cannot be recovered we will reship free of charge or refund you in full - your choice.

Q7: I ordered several items but only received one
Items are made to order individually and may finish production at different times, so they can ship separately. Each parcel has its own tracking number.

3. OUR 30-DAY GUARANTEE

Q1: What if something is wrong with my order?
You do not need to send it back. Within 30 days of delivery, if your item has a manufacturing defect, is the wrong item or wrong size we sent, arrived damaged, or never arrived, email us one clear photo and we will either produce a free replacement or refund you in full including shipping - your choice. You keep the original item.

Q2: Can I return it if I simply change my mind?
Because every item is made to order in Vietnam, we cannot accept change-of-mind returns and we cannot offer a cash refund for them. If you contact us within 30 days we will issue store credit for 100% of the item price, valid for 12 months, and you keep the item. This is offered once per customer as a goodwill gesture, not as a general return right. Please check our size guide before ordering.

Q3: How long do refunds take?
Approved refunds are issued to your original payment method within 14 days of our confirmation email. Your bank may take a further 3-10 business days to post it.

Full terms are in our Return, Refund and Guarantee Policy.

4. PRODUCT

Q1: What are your bags made of?
Premium vegan leather (PU) with reinforced stitching and metal hardware. This is not animal leather. We say so plainly because we would rather you know than be surprised.

Q2: How do I care for it?
Wipe with a soft damp cloth. Do not machine wash, bleach, or tumble dry. Keep out of prolonged direct sunlight and heat. Store it in the dust bag provided.

5. PAYMENT

Q1: Why was my card declined?
Common reasons include a card that has not been activated, an incorrect CVV or expiry date, a credit limit, or your bank flagging an international transaction. Check your details first, then contact your card issuer. You can also pay with PayPal.

Q2: Why do I see two charges?
If you received two confirmation emails with different order numbers, two orders were placed - email us and we will cancel one. If you received only one confirmation email, the second entry is an authorization hold your bank places to verify funds. It is not a second charge and is released within one to eight business days.