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Frequently Asked Questions

If you have any questions that are not addressed here, please write to us at customerservice@gingiber.com


Shipping

How will my order be shipped?

Within the US we ship via Priority Mail and First Class Mail. Normal delivery time is approximately 3-5 days.

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Do you ship internationally?

Yes! International orders are shipped via USPS First Class International Mail. Unfortunately, tracking is not available on international orders, and the delivery date cannot be guaranteed due to unpredictable delays in customs or with your local postal service. The typical shipping time to most countries is around 3 weeks, but may be as long as 6 weeks. Insurance is not available and we cannot refund for lost, unclaimed, or undeliverable packages.

All international shipments will be marked as merchandise. Depending on your local laws, there may be duties, taxes, or other fees due before you can receive your shipment. These fees are beyond our control. Gingiber is not responsible for these charges. Please be sure that you understand any customs fees you may be responsible for. If a package is returned to Gingiber with unpaid customs fees, the buyer will be given the option to receive a refund, minus the cost of shipping, or the buyer can repay shipping to resend the package with the understanding that the intended receiver will be required to pay the customs fees for delivery to occur. We are not responsible for any customs fees.

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What happens if my shipment is undeliverable?

We ship to the address specified in your order. If that address is incorrect or undeliverable for any reason and the product is returned to us, the buyer will have the option to pay the shipping again and we will attempt delivery again with a different address, or the buyer can receive a refund for the product, minus the original shipping cost.

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What should I do if my shipment arrives damaged or defective?

We try very hard to ensure that does not happen! At Gingiber, we do our best to provide you with the highest quality products. We will gladly accept returns on items that have arrived to you defective, as long as we are contacted within 7 days of delivery. We do ask that you send a photo of the defective product(s) to customerservice@gingiber.com . We will be happy to replace defective products or offer a store credit if no replacement is available.

Occasionally, and despite our best packaging efforts, orders may become damaged during shipping. While we are not responsible for damage done during shipping, we will do our best to replace damaged products if at all possible. We will offer a store credit if no replacement is available.

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Miscellaneous

Do you make custom illustrations?

We would love to create a custom illustration for you! Custom 8"x10" illustrations are $140. Please allow 4 to 6 weeks for your illustration to be completed. If you would like to place an order for a custom illustration, please contact us at customerservice@gingiber.com.

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I'd like to offer Gingiber items in my brick-and-mortar store. Where can I place a wholesale order?

Please contact us if you are a retailer or stockist interested in selling Gingiber products in your shop. Please visit our Wholesale page for more information. We look forward to hearing from you!

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What is your return and exchange policy?

We do our best to check all of our products and make sure that they are top quality. From time to time, a product will slip past us with a flaw. In the case that one of our items arrives to you damaged or defective, we will readily accept returns free of charge. A photo will be required to show us the defective product, and we must be contacted within a week of delivery. We will replace the item or offer a refund if no replacement can be made.

While we are not responsible for damage done during shipping, we will do our best to replace damaged products if at all possible. We will offer a refund if no replacement is available.

We are now offering refunds or returns for non-defective products with a $5 restocking fee, plus the cost of return shipping. To begin the refund/return process, email us at customerservice@gingiber.com to let us know that you would like to return a product. The customer must send us a tracking number that shows they have shipped the product back to us. We will then process the refund, minus a $5 restocking fee once the merchandise has arrived to us.

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