FREQUENTLY ASKED QUESTIONS
1. HOW DO I WATCH THE EXTENDED VIDEO I ALREADY RENTED/PURCHASED? (IF YOU HAVE NOT YET RENTED/PURCHASED, FIRST CLICK "SIGN UP" THEN SYSTEM WILL LET YOU "PURCHASE" AND "SIGN IN")
There are two ways to view the extended video you've already purchased/rented :
1. If you Rented or Purchased an Extended Video you will be able to watch it right away from your purchase screen, and you also receive a video link to the email address you purchased the video with if you want to watch it at a later time. Make sure to check your spam folder. Click on that video link, it'll direct you to the Sign In page, Sign In using the email address and password you used upon purchase, the system will allow you in to view the video.
2. Or visit genamoon.com, go to Extended Readings, click on your purchased video for your zodiac sign, select “Buy from $5.99” and you'll see the Sign In screen.
When you get to this screen, click on SIGN IN (not Sign Up), use the same information that you used when you purchased the video to Sign In, that way the system will recognize your information and it’ll let you watch the video that you purchased. See screenshot Sample below.
Please try this, once you're signed in, you can watch it right away!
If you still have questions, email: info@genamoon.com
PHYSICAL PRODUCT SHIPPING:
1. When will my order ship?
Processing time for shipments are usually sent out within 1 to 3 business days domestic (1-3 business days is included in total 5-15 business days), shipping arrival is between 5-15 business days on some domestic, this may vary due to new COVID restrictions, holidays or high order volumes. Please see item DESCRIPTION for specified shipping details.
Shipping Time
Number of business days to ship and provide tracking number
United States
(5-15 days due to new COVID restrictions)
Number of business days to ship and provide tracking number
Australia
(8-15 business days)
Number of business days to ship and provide tracking number
DK, FI, HU, CH, GR
(8-18 business days)
Number of business days to ship and provide tracking number
Canada, Spain, NL, FR, BE, IT, AT, DE, PT, ES, SE, GB, CA, NZ, AU
(8-15 business days)
Number of business days to ship and provide tracking number
RU, BLR, NO, SG, JP, MY, MX
(15-35 business days)
Processing Time
3-5 business days
2. When will I receive my order?
Domestic USA shipping within the US takes 1-3 business days to process and 6-15 business days for shipping, or 8-15 business days on some domestic/international orders depending on the type of shipping. Please see item DESCRIPTION for specified shipping details. Again, this may vary due to new COVID restrictions, holidays or high order volumes.
3. What if my order is International (outside of USA)?
PLEASE BE AWARE THAT “SOME ITEMS” DO NOT SHIP WORLDWIDE DUE TO THE TIME IT TAKES TO MAKE THEM & NEW COVID RESTRICTIONS AND LIMITATIONS. ALWAYS CHECK ITEM DESCRIPTION TO VERIFY IF THAT SPECIFIC ITEM SHIPS WORLDWIDE OR NOT.
International shipping can take anywhere from 8-15 days, 8-18 days, 15-35 days depending on the location. New COVID restrictions, holidays or high order volumes may also apply to the time frame being extended.
*International orders may also inquire others fees such as customs/duty/import fee's upon arrival to your country. These fee's are the customers responsibility and are may vary depending on the country rules/regulations.
4. Can I get shipping and tracking information?
You will receive SHIPPING UPDATE with your Tracking Number/information via email (check spam folder). Use this Tracking Number link to track your item.*NOTE: Please be aware that we are NOT a shipping service and cannot answer any shipping related questions. You may contact the shipping service via the TRACKING LINK you received to get information and further assistance with any shipping related questions.
5. What countries do you ship to?
We ship Worldwide SOME ITEMS to almost every country. ALWAYS CHECK ITEM DESCRIPTION TO VERIFY IF THAT SPECIFIC ITEM SHIPS WORLDWIDE OR NOT. Type in your address during checkout, and the list of shipping rates will be displayed with options that are offered for your specified location or email us if you don't see your location listed.
Any questions, please email us at: info@genamoon.com
6. Returns/exchanges (Physical Products)?
We carefully package each and every item so that you may receive it beautiful and intact. However, if you are not satisfied with any products, or if anything is broken/damaged upon arrival, please email us and we'll do our best to solve the problem: info@genamoon.com.
Our products have one of three return policies - no return (mostly for products such as soaps, sage, palo santo, candles, incense, candle holders, crystals, some clothing, some jewelry, and other applicable products), 15 day returns, 30 day returns, no exchanges. These policies are mentioned in the product description.
If product is approved for return, within 15/30 days as specified of receiving the product they will be refunded. Please note that customer is responsible of paying the extra shipping cost. In case of a damaged product or a wrong product, we will ask for photos as proof to effectively process the refund. You simply contact us, and provide us a picture of the damaged product, let us know the order number and the item name and from there, we will take it forward.
Items sent back to us without first requesting a return will not be accepted.
Please email us first and we'll do our best to assist you: info@genamoon.com.