Welcome to GENEI Hardware Shop’s FAQ section. Here you’ll find answers to common questions about our premium hardware products, delivery services, payment options, and more. If you don’t find what you’re looking for, please contact our customer service team at [email protected].
About Our Products
1. What types of hardware products does GENEI Hardware Shop offer?
We specialize in high-quality hardware solutions including:
- Bath Hardware & Accessories
- Cabinet & Drawer Hardware
- Padlocks & Key Cables
- Safes
- Screening & Accessories
- Specialty Door Hardware
- Window Hardware
2. Are your products suitable for commercial use?
Yes! Many of our hardware solutions are designed for both residential and commercial applications. Our security products like safes and specialty door hardware are particularly popular with business owners.
3. How do I choose the right hardware for my project?
Consider the application (residential/commercial), required durability, and aesthetic preferences. For personalized recommendations, email our team with details about your project at [email protected].
Ordering & Payment
1. What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
2. Is my payment information secure?
Absolutely. We use industry-standard encryption to protect all transactions. We never store your full payment details on our servers.
3. Can I modify or cancel my order after placement?
You may request order modifications within 1 hour of placement by emailing us immediately at [email protected]. After this window, your order enters our processing system and cannot be changed.
Shipping & Delivery
1. What are my shipping options?
We offer two reliable shipping methods:
- Standard Shipping: $12.95 flat rate via DHL or FedEx (10-15 business days after dispatch)
- Free Shipping: For orders over $50 via EMS (15-25 business days after dispatch)
All orders take 1-2 business days for processing before shipping.
2. Do you ship internationally?
Yes! We ship globally except to some Asian and remote regions. Our international shipping partners ensure your hardware arrives in perfect condition.
3. How can I track my order?
You’ll receive tracking information via email as soon as your order ships. For any delivery concerns, contact us at [email protected].
4. What should I do if my package is damaged or missing items?
Please contact us immediately at [email protected] with photos of any damage. We’ll work quickly to resolve the issue.
Returns & Exchanges
1. What is your return policy?
We offer a 15-day return policy from the date of receipt. Items must be unused and in original packaging. Shipping costs are non-refundable.
2. How do I initiate a return or exchange?
Email [email protected] with your order number and reason for return. We’ll provide return instructions.
3. When will I receive my refund?
Refunds are processed within 5 business days after we receive your return. The timing of the refund appearing in your account depends on your payment provider.
Account & Customer Service
1. How do I contact customer service?
Our team is available via email at [email protected]. We typically respond within 24 business hours.
2. Where is GENEI Hardware Shop located?
Our headquarters is at 323 Lauren Drive, Tomah, WI 54660, USA. We serve customers worldwide (excluding some Asian and remote regions).
3. Do you offer bulk discounts for contractors or businesses?
Yes! Contact us at [email protected] for information about volume pricing and special arrangements for contractors and businesses.
Pro Tips
- Combine multiple items in one order over $50 to qualify for free shipping while still receiving your products within standard delivery windows
- For time-sensitive projects, choose our Standard Shipping option for faster delivery
- Check all measurements twice before ordering to ensure proper fit for your hardware needs
Still have questions? Our knowledgeable team is always happy to help at [email protected].