Q: WHEN WILL PRE-ORDERS END?
A: Preorders will end on the 23rd of May 2023.
Q: WHERE ARE YOU SHIPPING FROM?
A: We will be shipping from Canada.
Q: ARE YOU SHIPPING WORLDWIDE?
A: Yes, we are shipping worldwide. However, due to COVID-19 restrictions, there are some countries that have closed their borders. This means some problems may occur and the shipping period could be longer than usual. Please note that you may have to pay certain tax or custom fees to receive your item. Please refer to your local laws and post for more information. We are currently unable to ship to Russia, Ukraine, Belarus, and Brunei.
Q: WHAT CURRENCY ARE THE PRICES IN?
A: USD.
Q: I’D LIKE TO CHANGE SOMETHING IN MY ORDER (ADDRESS, ETC). HOW SHOULD I GO ABOUT IT?
A: Please email us at [email protected]! We will be sending out an email to all customers to verify your address before shipment.
Q: WHEN WILL I RECEIVE MY ORDER(S)?
A: Our shop is following a pre-order system, which means that we will only start production and shipping after the pre-order period ends. Please follow us on our social media for updates on production and shipping! Shipping is expected to be around 5 months after preorders end, however, this is liable to delays.
Q: WHEN WILL DIGITAL PDFS BE SENT OUT?
A: We will only send out digital PDFs once our first batch of packages has been shipped.
Q: WHAT WILL HAPPEN IF PACKAGES ARE EITHER DAMAGED OR LOST?
The mod team will only be responsible for replacing or refunding:
- Orders that have not arrived due to negligence in organizing (e.g. the address on the postal label does not match the inputted address on the order).
- Orders that are damaged or incorrect due to our mistake (e.g. incorrect/missing items, defective merch that is not caused by negligent handling by postmen).
The mod team will NOT be responsible for replacing or refunding:
- Lost orders due to an incorrect input address.
- Orders that are shipped to the buyer's old address (due to us not receiving any notice).
- Orders that are damaged during shipment or through shipping company mishandling (e.g. packages bent to fit in mailboxes, left out in the rain by carriers, other external damage to the packaging resulting in damages to the contents).
Please email us at [email protected] and we will try our best to help you with the situation. However, please note that the mod team has the right to judge the situation and is able to decline your request.
Q: DO YOU ALLOW REFUNDS?
A: We will be allowing refunds before the end of the preorder period only. Please email us at [email protected] or DM us on Twitter (@GIPenumbraZine) / Instagram (@genshin_penumbra).
Q: WHAT CAN I DO IF I WANT TO UPGRADE MY BUNDLE?
A: Please email us at [email protected] or DM us on Twitter (@GIPenumbraZine) / Instagram (@genshin_penumbra).
Q: DO YOU ALLOW GROUP ORDERS? HOW CAN I ORGANIZE A GROUP ORDER?
A: Group orders are more than welcome! If you're interested in hosting a group order, please let us know via email or DMs BEFORE organizing said group order. We will provide a separate order form for group order managers when the time to place the group order comes.
Orders with 3 or more physical bundles will be considered group orders. Please get in touch with us before proceeding, or your order will be refunded.
Once bundles are shipped to group order managers, the responsibility is out of our hands. We will not be responsible for damaged or lost items that may occur during shipping from the manager to buyers. We will not be able to guarantee purchasing through group orders.
Q: WILL THE ITEMS LOOK EXACTLY THE SAME AS THE IMAGE?
The images are mock-ups to help you understand the products better. There might be slight changes due to the printing process or corrections.
Q: WHERE CAN I CONTACT YOU?
Please contact us through any of the methods below:
Twitter: @GIPenumbraZine (https://twitter.com/GIPenumbraZine)
Instagram: @genshin_penumbra (https://www.instagram.com/genshin_penumbra)
Email: [email protected]