Q: How do I know that my order was received?
A: Once the order is placed, the order confirmation is sent to the email address on file. Please check your email folders.

Q: Where is my order?
A: Please check the tracking number provided. Please wait one business day after the shipping label was created.

Q: Why is there an additional charge when the order was only placed on one item?
A: Sometimes there is a merchant system error that causes the duplicate charge. Please note that the duplicate charge will not post to the account. It will be in the pending status and then completely drop off.

Q: How do I cancel the order?
A: There are couple ways to cancel the order. A preferred method is a self-service option. It is available only if you create an account. If you used a guest checkout, please send a cancellation email to info@ginalli.com before the item is shipped. Please include the order number in your request. Please allow two to three business days for the credit to post to your account.

Q: Can I change the order?
A: We can only process minor changes. For most cases, we recommend that you cancel the order and place a new one.

Q: How do I refund or exchange my order?
A: We do not process refunds or exchanges. The shipping and handling charge is non-refundable.

Q: Do your products have a warranty?
A: Please visit the warranty page for information. Please note that promotional items are not covered under warranty.

Q: How do I check what mailing address was used for my purchase?
A: The mailing address is included in your order confirmation. Please check it for accuracy. If you notice any error, please email us at info@ginalli.com as soon as possible. Once the order is shipped we are unable to make any changes.

Q: What do I do if I got the email that my order was delivered, but nothing was received?
A: Please send an email to info@ginalli.com. Please provide your order number and address, so that we can open the claim. Most claims are resolved within three to five business days. Occasionally, more time is needed to resolve claims.

Q: Why is there no update in the tracking information? The tracking has been showing the “pre-shipment” status for couple days now.
A: Due to the high volume of shipments, some packages do get lost in transit to a USPS facility. If your tracking information does not update, please notify us as soon as possible at info@ginalli.com.