Straight answers about shipping, customs, pre-orders, sizing, returns and authenticity. If your question is not here, email service@gentei.store and we will reply within 1 to 2 business days.
Orders and shipping
Where do you ship?
Worldwide, to more than 180 countries. The shipping options for your address are shown at checkout. All orders ship from our facility in Israel with an international express courier and a tracking number.
How much is shipping, and when is it free?
Shipping is a flat rate by region, shown in US dollars at checkout before you pay. Orders of $100 or more ship free to Israel, the United States, Canada, the United Kingdom and Europe. Other regions: China, Turkey and the Balkans $50; Asia Pacific, the Gulf, India and Latin America $60; Africa and Central Asia $80.
How long does delivery take?
Orders are packed and dispatched within 1 to 3 business days (Sunday to Thursday). After dispatch: Israel 2 to 5 business days; United States, Canada, United Kingdom and Europe 5 to 10; most of Asia, the Gulf and Latin America 6 to 12; Africa and Central Asia 8 to 15. These are estimates. Customs processing and peak seasons can add time.
How do I track my order?
You get a tracking number by email as soon as your parcel is dispatched. Allow up to 48 hours for the first scan to appear. You can also see your orders in your account.
Will I pay customs duties or import taxes?
Possibly. International orders can be subject to import duties, customs fees and taxes charged by your country. These are set by your local customs authority, are the responsibility of the recipient, and are not included in our prices or shipping fees. If you are unsure, your local customs website lists the thresholds for your country.
Pre-orders
How do pre-orders work?
Some drops are sold as pre-orders: you are charged at checkout and your order ships by the date shown on the product page, in the order purchases were placed, with tracking. If your order also includes in-stock items, everything ships together on the pre-order date.
What if the ship date changes?
We email you first. If the new date does not work for you, you can cancel for a full refund.
Products and sizing
How do your sizes run?
Premium Edition tees and hoodies are an oversized fit. Every product page has a size chart in centimeters and the sizes our models wear. Kids sizes, where offered, are a regular fit. If you are between sizes, email us with your measurements and we will recommend one.
What are the products made of?
Materials are listed on every product page under Materials and Quality. Premium Edition uses heavyweight 230 GSM cotton for tees and French Terry cotton for hoodies and pants, with embroidery on the front and a printed back. SAVAGEARS bags are 900D Oxford fabric; wallets are PU leather with metal emblems.
Will a sold-out size come back?
Usually not. Premium Edition and SAVAGEARS pieces are produced in limited runs, and when a size sells out that is often the end of it. Join the collectors list in the footer and we will email you if a restock happens.
Returns and refunds
Can I return an item?
Yes. You have 30 days from delivery to return most items, unused, in their original condition and packaging, with all tags attached. Email service@gentei.store with your order number first and we will send instructions and the return address. Items marked Final Sale and gift cards cannot be returned.
Who pays for return shipping?
Return shipping is paid by the customer, except when an item arrived damaged, defective or different from what you ordered. In those cases contact us within 7 days of delivery with photos and we replace it or refund you in full, shipping included.
When will I get my refund?
Once we receive and inspect the return, approved refunds go back to the original payment method within 10 business days. Banks can take a few more days to post it. EU and UK customers also have a 14 day statutory right of withdrawal, which our 30 day window does not replace. Full details are in our Return and Refund Policy.
Can I cancel or change my order?
You can cancel free of charge at any time before the order ships by emailing us. Once it has shipped, it can be returned under the return policy instead.
Authenticity
Is everything really officially licensed?
Yes. Every product is official merchandise produced under license from the rights holders by authorized manufacturers and sourced through authorized channels. The licensor copyright line is printed on the item or its label and repeated in every product description. We do not sell replicas, fan-made items or unlicensed reproductions. See the Authenticity and Licensing page for how to check your piece.
What makes Premium Edition exclusive?
Premium Edition is a line produced in limited runs and available worldwide only through Gentei. Each piece has a dedicated woven size label, front embroidery and a back print carrying the licensor copyright line.
I own one of your products. How do I verify it?
Email service@gentei.store with your order number and a photo of the tag or label, and we will confirm the licensing details for that exact product.
Payment
Which payment methods do you accept?
Visa, Mastercard, American Express, Discover, Diners Club, Maestro and PayPal, processed through Shopify's secure checkout. All prices are in US dollars. Your card details never pass through our servers.
Can I pay in my own currency?
Prices are shown in US dollars. Your bank or card issuer converts the charge to your local currency at their exchange rate, and some issuers add a foreign transaction fee.
Still have a question? Email service@gentei.store or use the contact form. A real person replies within 1 to 2 business days.