What methods are used to prevent fraud?
All the products are delivered to customers on providing the online invoice generated after successful payment.
All the delivery addresses are recorded in the order history and verified before delivery by our respective departments.
If the system detected any transaction as fraud, we verify the transaction by taking some details from buyer and if authentication failed in verification then the transaction will be canceled and refunded within 7 working days
How do I know you work in secure e-commerce environment?
All the payment transaction pages are secured by approved SSL certificates.
SSL Certificate can be verified by the following https://www.galenmerchandise.com
Our SSL Certificate is provided by GeoTrust Inc, refer to https://www.galenmerchandise.com for more details.
All our payment transactions are done on the provider website, which are well known and authorized providers.
Are shipping fees refundable if I return my product?
If you received a damaged/defective/wrong product from GalEn Merchandise, it is our responsibility and we will refund complete amount along with shipping fees.
If you would like to cancel your order for any personal reasons, in that case:
a.) If the shipment has been created/processed from the seller: Partial shipping fees will be deducted and rest of the amount will be refunded.
b.) If the shipment has not been created/ processed by the seller, Full refund will be processed.
Will I get complete refund on Order Cancellation?
There are three scenarios for order cancellation:
- If the shipment has been created/processed from the seller: Partial shipping fees will be deducted and rest of the amount will be refunded.
- If the shipment has not been created/ processed by the seller: Full refund will be processed.
- If the shipment left for your country, we cannot cancel your order.
How do I cancel order?
You need to contact our customer service for order cancellation. You can contact us through email, chat or call.
What is the estimated time of delivery for the products?
In general, you will receive your item within the chosen shipping method (3-6 Business days/ 5-9 Business days).
*Not fulfilled products are not covered under above shipping time frame. Such products take a minimum of 10 days. We expedite the deliveries of such products as soon as we receive them from the sellers.
Which shipping carriers do you use?
We use Ninja Van and JRS for shipments delivery.
What is the procedure in case of missing product in parcel?
After receiving the shipment, if you find any product is missing then you have 3 days to inform us. In case, if you did not receive your order within 60 days from purchase date, please contact us immediately. We might not accept the concern if received beyond this timeframe.
How should refund process on return?
Once your product returned, we will send you an email to notify you that we have received your returned product. The product will be then inspected and on that basis the approval or rejection of refund determines.
Once it’s approved, your refund will be processed to original method of payment. Transaction settlement will take couple of days depending on your card issuer’s policy.
What is your return procedure?
If product delivered is damaged/defective or wrong, you need to inform us within 7 days from the day it was delivered. We may request you to share images or a video with order number (The link to upload Pictures and video will be given to you on your registered email address). The issue will then escalate to the concerned department who deals with shipping company and the seller.
Points to remember:
- If you received a damaged product then you have to inform the shipping company within 3 days from the day it was delivered.
- Please make sure that all returned products are packed securely to prevent any loss or damage during transit.
Which products are not returnable?
Following products are not returnable:
- Products not in the same condition as received.
- Specific categories like innerwear, lingerie, Beauty products, perfumes/deodorant, pants, socks and clothing freebies, grocery & gourmet, Jewelry and Pet Supplies etc.
- Products which have been used or installed.
- Products with tampered or missing serial numbers.
- Products with missing labels or accessories.
- Digital products.