If you Need help with exchanges, returns, styles or fit? We’re here for you with 24/7 support.
If you have any questions or concerns, please do not hesitate to contact us.
If you're concerning your order status, please visit https://www.17track.net/ento track it online.
Our office hours are 9am-5pm EST - we respond to most emails within a business day, but if you don't get a response from us, please check your spam bin!
Be patient my friend, we are doing our best to get back to you as fast as possible! Please do not send multiple emails as this could delay our response time.
We would love to hear from you, contact us on:
Our Email:[email protected]
Address:No. 86, West Industrial Road, Longhua District, Shenzhen, Guangdong province, China
Contact information:+86 13352976875
- You have 14 Working days from the purchase date to decide if an item is right for you. We’ll gladly accept unworn, unwashed, or any defective merchandise purchased on gemdrone.com for return. If you receive a damaged/defective item, please contact gemdrone Customer Service within 24 hours of receipt.
- Items with non-returnable marks and free gifts cannot be returned.
- Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
- We do not refund under the following circumstances:
The recipient cannot be contacted or the recipient's address is wrong, resulting in the logistics company being unable to deliver. The goods may be destroyed by the local logistics company.
Please do fill in the right address, phone number, and postcode when place an order. When the logistics company delivers, please make sure your phone is contactable.
NOTE: Please be sure to double check your returns before shipping them out. We will not be held responsible for the return of non-gemdrone products .
We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Returns (if applicable)
For products which are not broken but the customer wants to return because they changed their mind about the purchase.We accept return of products.
Customers have the right to apply for a return within 14 days after the receipt of the product. and we will deduct the cost of shipping from your refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
All returns must be posted back to us at the customer's expense.
- For international orders, we don't offer free return shipping.
- For international orders, the delivery expense are not refunded for returns based on preference.
- Any gemdrone's product with a quality defect can be returned to us for a full refund.
Refunds (if applicable)
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you want to exchange, please contact our customer service. We can only handle the exchange of different sizes or colors of the same product.of course.customer pays the shipping cost on exchange.If you want to exchange for other goods, please directly choose to return and repurchase.
We cannot keep the items to be exchanged. If we do not have any products in stock when we receive your return, we recommend that you wait patiently or choose a refund.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at [email protected].
Email: [email protected]
Please contact our Customer service at [email protected] to get the return address.
Our customer service hours are Monday-Friday 9am-6pm PST. if you have any other questions.We can be reached during these hours at [email protected].
We are closed on weekends and will respond to questions as soon as we can.
Unfortunately，due to the current situation, your refund will require an additional 3-5 days to process. Thank you for your patience and understanding.