HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Because each piece is hand-crafted, normal production time is 21 business days. Your order will be shipped after these 21 business days.


WHERE IS MY ORDER NOW? CAN I TRACK MY PACKAGE?

Each order is shipped with a tacking number so you can monitor the status of product. Each custom piece takes 21 business days to hand-craft. Once your piece has been created and quality-checked for accuracy and quality, it will be shipped to you.  Once your order ships we will send you a shipping confirmation that includes your order tracking number.  Please use that to track your package until it reaches your door.

For international orders, if you haven’t received your tracking information more than 5 days after receiving your shipping confirmation, please email us and we will help track your order.

Contact us easily and efficiently through our live chat feature - available Monday through Friday, 8am-4pm PST. Alternatively, you can email us anytime at support@gnrtn.com and one of customer service agents will get back to you as soon as possible.

WHAT CAN I DO IF MY ITEM ARRIVES DAMAGED?

Our quality assurance team exacts extensive quality control measures. However, in the case of receiving damaged goods, please reach out to us within 7 days if you discover any damage to the pieces you receive.

Reach out to us using the contact information above and one of our friendly staff will guide you through the return process.


WHAT IF I REFUSE DELIVERY ON AN INTERNATIONAL ORDER?

If you refuse delivery on an international order the package will be abandoned at the border. Because the package cannot be returned to us, you will not be eligible for refund. Please review international orders very carefully to ensure that you have selected the correct color and size and are willing to accept the duties / taxes and any brokerage fees as we cannot cancel an order once processed.

GNRTN offers flat rate ($20) worldwide shipping via UPS on all orders placed internationally.

 

WHO PAYS THE DUTIES / TAXES / BROKERAGE FEES ON INTERNATIONAL ORDERS?

The recipient of the package is responsible for these fees. These fees are not included in the pricing or shipping/handling charges on our website. It is strongly recommended to check with your local agency for an estimate of these fees prior to placing the order.

 

I MAY HAVE ENTERED AN INCOMPLETE / INCORRECT SHIPPING ADDRESS.

For us to process your order without delays it is important to provide complete and accurate shipping information,  In the event you provided an incomplete/ incorrect shipping address please contact us ASAP and we’ll quickly work to get your order updated.

*Please know it is the customer’s responsibility to provide a reliable shipping address. If the UPS tracking confirms that an order was delivered to the given address, if they have been lost as a result of an incomplete/ incorrect address or mail theft, we will be unable to re-ship your item(s) .

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Because each piece is hand-crafted, normal production time is 21 business days. Your order will be shipped after these 21 business days.


WHERE IS MY ORDER NOW? CAN I TRACK MY PACKAGE?

Each order is shipped with a tacking number so you can monitor the status of product. Each custom piece takes 21 business days to hand-craft. Once your piece has been created and quality-checked for accuracy and quality, it will be shipped to you.  Once your order ships we will send you a shipping confirmation that includes your order tracking number.  Please use that to track your package until it reaches your door.

For international orders, if you haven’t received your tracking information more than 5 days after receiving your shipping confirmation, please email us and we will help track your order.

Contact us easily and efficiently through our live chat feature - available Monday through Friday, 8am-4pm PST. Alternatively, you can email us anytime at support@gnrtn.com and one of customer service agents will get back to you as soon as possible.

WHAT CAN I DO IF MY ITEM ARRIVES DAMAGED?

Our quality assurance team exacts extensive quality control measures. However, in the case of receiving damaged goods, please reach out to us within 7 days if you discover any damage to the pieces you receive.

Reach out to us using the contact information above and one of our friendly staff will guide you through the return process.


WHAT IF I REFUSE DELIVERY ON AN INTERNATIONAL ORDER?

If you refuse delivery on an international order the package will be abandoned at the border. Because the package cannot be returned to us, you will not be eligible for refund. Please review international orders very carefully to ensure that you have selected the correct color and size and are willing to accept the duties / taxes and any brokerage fees as we cannot cancel an order once processed.

GNRTN offers flat rate ($20) worldwide shipping via UPS on all orders placed internationally.

 

WHO PAYS THE DUTIES / TAXES / BROKERAGE FEES ON INTERNATIONAL ORDERS?

The recipient of the package is responsible for these fees. These fees are not included in the pricing or shipping/handling charges on our website. It is strongly recommended to check with your local agency for an estimate of these fees prior to placing the order.

 

I MAY HAVE ENTERED AN INCOMPLETE / INCORRECT SHIPPING ADDRESS.

For us to process your order without delays it is important to provide complete and accurate shipping information,  In the event you provided an incomplete/ incorrect shipping address please contact us ASAP and we’ll quickly work to get your order updated.

*Please know it is the customer’s responsibility to provide a reliable shipping address. If the UPS tracking confirms that an order was delivered to the given address, if they have been lost as a result of an incomplete/ incorrect address or mail theft, we will be unable to re-ship your item(s) .