Customer Care

At So Genius IO Shop, we are committed to providing our customers with the best possible service and ensuring a positive shopping experience. This Customer Care Policy outlines our commitment to you and how we handle your inquiries and issues.

1. Customer Support Availability

We strive to provide exceptional customer support. Our team is available to assist you. please reach us via email at [email protected] or use our contact form on the website.

2. Response Time

We aim to respond to all inquiries within 1-2 business days. In some cases, during high demand periods (such as holidays), it may take up to 3-5 business days to respond. Rest assured, we will make every effort to address your questions as quickly as possible.

3. Order Assistance

If you have questions about an existing order, please include your order number and any relevant details in your communication. This will help us assist you more efficiently.

• Order Status: You can track your order through the tracking number provided in your shipment confirmation email.
• Order Modifications: If you need to make a change to your order, please contact us immediately. We can modify orders before they are shipped, but once an order is shipped, changes may not be possible.

4. Returns, Exchanges, and Refunds

We want you to be fully satisfied with your purchase. If for any reason you’re not happy with your product, we offer returns and exchanges within 30 days as outlined in our Exchange Policy.

• Exchanges: If you would like to exchange an item, please refer to our Exchange Policy for details on how to proceed.
• Refunds: If you are eligible for a refund, it will be processed according to the terms set in our Refund Policy. Please note that certain conditions may apply, such as product condition and return timeframe.

5. Product Quality and Defects

We take great pride in the quality of our 3D printed products. If you receive an item that is defective or damaged, please contact us immediately at [email protected] with your order number, a description of the issue, and any relevant photos. We will work with you to resolve the issue as quickly as possible, either through a replacement or a refund.

6. Shipping Issues

• Lost Packages: Once an order is handed off to the carrier, we are not responsible for lost packages. However, if you suspect your package has been lost, please reach out to us, and we will assist you with filing a claim with the shipping carrier.
• Wrong Address: If an order is returned to us due to an incorrect address, you will be responsible for the postage for re-shipment. Please double-check your shipping information before completing the order.

7. Personalized Orders

We’re happy to create personalized items for you. Since these items are customized, we do not accept returns or exchanges on personalized orders unless the item is defective or damaged. Please make sure all personalization details are correct before placing your order.

8. Feedback and Reviews

We welcome and value your feedback! If you have a suggestion or if something didn’t meet your expectations, please let us know. Your input helps us improve our products and services. You can also leave a review on our website or on our social media platforms to share your experience with others.

9. Privacy and Data Protection

We respect your privacy. Your personal information is only used for processing orders and communication. We do not sell or share your information with third parties without your consent. Please review our [Privacy Policy] for full details on how we protect your data.

10. Contact Us

If you have any questions, concerns, or need assistance, don’t hesitate to contact us:

• Email: [email protected]
• Social Media: @sogeniusio