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. Contact Us 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?
It depends on the product. Our PU leather handbags, tote bags, wallets and Bible covers are made to order by our overseas production partner and shipped internationally with tracking. Canvas wall art is printed and shipped from the USA by our print partners. Garden and house flags are printed by our production partner in Vietnam. Canvas and flags ship to United States addresses only.
Q2: Will I pay customs or import duties?
Not for our PU leather handbags, tote bags, wallets, Bible covers or garden and house flags: all import duties and taxes on them are prepaid by Genus Faith and they ship Delivered Duty Paid, so you will never be asked to pay the carrier, the post office, or customs. Canvas wall art is printed in the USA, so no import duties apply.
Q3: How much does shipping cost?
- Standard Shipping: $4.95 for orders under $50
- Free Shipping: $0 for orders of $50 and above
- Fast Shipping: $14.95 to the United States (PU leather items only)
- Fast Shipping: $19.95 to all other countries (PU leather items only)
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:
- PU leather items, Standard / Free Shipping: 9-15 business days in total (1-2 days production + 8-13 days delivery)
- PU leather items, Fast Shipping: 5-9 business days in total to the United States (1-2 days production + 4-7 days delivery; 5-10 days delivery to other countries)
- Canvas wall art: usually 1-2 business days to print and frame + 2-6 business days in transit within the United States
- Garden and house flags: usually 1 business day to print + 6-9 business days in transit to the United States
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, Contact Us 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, Contact Us 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?
In most cases you do not need to send anything 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. If we ever need the original item back, return shipping is free.
Q2: Can I return it if I simply change my mind?
Because every item is made to order, 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 the full 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 a cool, dry place.
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.
CONTACT
Email: support@genusfaith.com
Support hours: Monday - Friday, 7:00 AM - 9:00 PM Vietnam time (GMT+7)
We reply to every email within 24-48 business hours.
Genus Faith is operated by FoxEra Company Limited, 4th Floor, 53-55 Hoang Van Thu, Hai Chau District, Da Nang 550000, Vietnam.