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FAQs
Welcome to Geenow's Frequently Asked Questions (FAQs) Page!
We are delighted that you have chosen Geenow's unique metal wall art pieces to decorate your living space. This page is designed to provide quick and comprehensive answers to the most common inquiries from our customers in the US market. We cover everything from product information, payment methods, to our detailed shipping, returns, and refund policies. If you cannot find the answer you are looking for, please do not hesitate to contact our support team directly via email at: [email protected]
1. What material are Geenow's metal wall art products made of? Are they durable and rust-resistant?
All Geenow metal wall art products are crafted from steel—a strong, durable material that resists deformation under normal usage. To enhance their longevity and protect against environmental factors like humidity, coastal air, or changing weather, we apply a powder-coated finish to the entire surface. This finish helps prevent rust, corrosion, and other forms of environmental damage. Our products are ideal for indoor display or covered outdoor areas and can retain their vibrant colors and design details for many years with proper care.
2. How should I clean and maintain my metal wall art properly?
Maintaining your metal wall art is simple but should be done correctly to ensure lasting beauty. Use a soft, dry cloth or a microfiber towel to gently wipe the surface and remove dust or fingerprints. Avoid using harsh chemical cleaners (like bleach or industrial glass cleaners) or abrasive materials that could scratch the protective coating. It's recommended to dust the piece 1–2 times per month, depending on its location (e.g., near windows, kitchens, or fireplaces). Proper maintenance will keep your art looking new and extend its lifespan.
3. Can I request a custom-designed metal wall art?
We're sorry, but Geenow does not currently offer custom design services. All our products are carefully selected from a curated collection of pre-approved and production-optimized designs. By not accepting custom orders, we can process your order quickly—typically within 3–5 business days. However, our design collection is regularly updated to reflect current trends and customer interests, so we encourage you to check our website frequently for new arrivals.
4. How can I know when my order has been shipped and how can I track it?
Once your order is processed (usually within 3–5 business days after purchase), we hand it over to the designated shipping carrier (USPS, UPS, or FedEx). You'll then receive an email notification with your Tracking Number and the name of the shipping provider. You can use this number to track your shipment either on Geenow's Order Tracking page or directly on the carrier's website. Tracking allows you to monitor delivery progress and address any issues promptly.
5. I received a tracking number but no updates are showing. What should I do?
Sometimes, shipping systems (like USPS, UPS, FedEx) can take up to 24 hours to update tracking status after the package leaves our warehouse. Since our shipping time takes about 7–10 business days, we recommend waiting a bit. If no updates appear after 24 hours from the time you received your tracking email, please contact our customer support team at [email protected], and we will reach out to the shipping carrier to investigate and provide an update.
6. I entered the wrong shipping address. Can I change it?
If you realize you've entered the wrong shipping address, contact us immediately at [email protected]. We offer an 12-hour order processing window from the time of purchase, during which you can request changes to your address, phone number, or even cancel your order at no extra cost. After 12 hours, we may not be able to make changes as the order may already be in transit. Please double-check your information before finalizing your purchase to avoid issues.
7. What happens if I'm not home when my order is delivered?
If you're not home at the time of delivery, shipping carriers like USPS, UPS, or FedEx may:
- Attempt a redelivery on the next business day
- Leave a notice with pickup instructions
- Leave the package in a secure spot (if applicable)
- Redirect the package to a nearby post office or pickup center
We recommend monitoring your tracking number closely to stay updated. If the delivery attempt fails multiple times, or you encounter issues, feel free to contact either the carrier or Geenow's support team for assistance.
8. I received a damaged package. What should I do?
If the product inside is bent, scratched, or incorrect, please take clear photos/videos and email them to [email protected] with your Order ID. According to our policy, for shipping damage or manufacturing defects, we will provide a pre-paid shipping label for you to return the item and will either ship a brand-new replacement or issue a full refund after inspection at our warehouse.
9. What happens if my order gets lost during shipping?
If the shipping carrier confirms your order was lost in transit, Geenow takes full responsibility. We will either resend the product at no extra cost or provide a full refund, including the original shipping fee—whichever you prefer. While such incidents are rare, we work closely with our shipping partners to ensure customers are fully protected.
10. When does the 30-day return period begin?
The 30-day return window begins from the date you receive the order, based on delivery confirmation from the shipping carrier (see Section 2 of our Return & Refund Policy).
11. Do I need to keep the original packaging?
Yes, we strongly recommend keeping the original packaging for at least 30 days in case you decide to return or exchange the product for personal reasons.
12. What does "Pay with Credit/Debit Card (Guest Checkout)" mean?
This means you can use your Visa, Mastercard, Amex, or Discover card to check out securely via PayPal's system without having a PayPal account or logging in. PayPal acts as a secure third-party payment processor.
13. What if I receive a faulty product but it's past the 30-day return period?
As per our official policy, we reserve the right to decline requests made after 30 days. However, if you believe the issue is due to a serious manufacturing defect, we encourage you to email [email protected] with details. We review such cases individually and always aim to find a fair solution. To avoid such situations, please unbox and inspect your product immediately upon delivery.
14. Does the $6.99 flat-rate shipping fee change if I order multiple items?
No. Geenow applies a fixed flat-rate shipping fee of $6.99 per order for all 50 US states, regardless of how many items you purchase. This makes it more cost-effective when you buy multiple pieces in a single transaction.
15. Will my order be delayed if I place it on a weekend or U.S. holiday?
Yes. Orders placed after our 2:00 PM Mountain Time (MT) cut-off time on Friday or during the weekend will begin processing on the next business day. Our total delivery time is 10–15 business days (3–5 days processing + 7–10 days shipping), excluding weekends and public holidays.
16. Will shipping take longer if I live in Alaska or Hawaii?
Geenow proudly ships to all 50 U.S. states, including Alaska and Hawaii, at the same $6.99 flat rate. While we strive for the 10–15 business days estimate, shipping to remote areas or states outside the contiguous U.S. may occasionally experience slight delays due to carrier routes.