FAQs

PRODUCT INFORMATION

·         Where are your products made?

Our products are manufactured in various locations such as the USA, Australia, and China. Depending on the product type, we choose the most efficient production facility to minimize the cost, allowing us to offer competitive prices to our customers.
No matter where it's made, all our products are guaranteed to meet the highest quality standards.

PAYMENT

·          What payment methods do you accept?

We accept major credit and debit cards including Visa and MasterCard, as well as PayPal.

·          When will my card be charged?

Your card will be charged immediately after your order is successfully placed.

·          Is my personal and payment information secure?

Yes. We use SSL (Secure Socket Layer) encryption technology to protect your payment and personal details. Your credit card data is only used for the current transaction and is not stored.

ORDER CANCELLATION & RETURNS

·          Can I change or cancel my order?

Yes, if your order hasn't been fulfilled yet. Please contact us as soon as possible with your order number and requested changes.
Note: Orders that have already been processed or shipped cannot be modified or canceled.

·          What is your return policy?

If you encounter any issues with your order, please contact us at contact@gemorai.com. We'll resolve the problem promptly.

SHIPPING

·          Do you offer international shipping?

Yes, we ship worldwide. Shipping costs are calculated at checkout based on your location and product size/weight.
Free shipping is available on orders over $80.

·          How long does delivery take?

Since all items are made to order, please allow additional time for production.
- US Shipping: 4–20 business days after shipment
- International Shipping: 7–30 business days depending on location and product type

·         Why did my order arrive in multiple packages?

To ensure the fastest and safest delivery, your items may be shipped separately depending on size, production time, and manufacturing location.

TRACKING YOUR ORDER

·          How can I track my order?

Once your order ships, you'll receive a confirmation email with a tracking number and link. You can also track your order via the Track Your Order page on our website.

·          Why isn't my tracking number working?

It may take 7–10 days for tracking information to update. If there's no tracking info after that time, please contact us or the shipping carrier.
Note: Shipping times do not include processing or production time.

DELIVERY ISSUES

·         Tracking says "Delivered" but I haven't received my package. What should I do?

Please check the area mentioned in the tracking details—mailbox, front porch, garage, etc. Ask family members or neighbors as well.
If the package doesn’t show up within 1–2 business days, contact the carrier or email us for assistance.

·          Why do I have to pick up my package at the post office or facility?

If the carrier couldn’t complete the delivery, your parcel may be held at a local post office or carrier facility. Please check the tracking information or contact the carrier directly for pickup instructions.