Help Purchasing

Account Management

0. How can I create a Gremsy account?

  • Find an icon at the top right corner of the Gremsy website, click the “Register” button to go to the registration page.
  • Fill out all the blanks by your email address, password then choose “Submit”.
  • Make sure to type your correct email and choose an easy-to-remember password

0. How do I recover lost password?

  • Find an icon at the top right corner of the Gremsy website, select “Login” to enter the login page.
  • Click “Forgot password” and enter your registered email then click “Next”.
  • Gremsy will send you an email with a link to recover your password. Click the link once.

0. How do I change my password?

  • Go to your profile by tapping
  • Login and select My account
  • Tap Change Password
  • Enter your old password and then type your new one twice
  • Click Save

Shipping Guide

0. How can I place a purchase order?

  • Visit the Gremsy Online store,  choose the specification you want to order and enter the quantity, and click “Add to cart” or “Buy now”.
  • Enter the required information such as Delivery Address, Payment details... check your Order Details carefully before clicking "Place Order".
  • After confirming your Order, you will be automatically taken to the Payment page. Follow the direction provided to pay for the order.

Order Information

0. How do I check the status of my order?

There are some ways to check your order:  

  1. You can check your order status by logging into your account on our store, click “my orders” for the detail.
  2. Check your email, as usual tracking number will be sent to your email from this email address: shipping@gremsy.com.
  3. Contact our Customer Service Team by sending an email to shipping@gremsy.com or visit our website, click the online support option to receive instant support.

0. How can I check the status of my order if I made the purchase as a guest?

You must log in your account to check status of your order. Or contact our Customer support team for any information about your status.

0. How do I change items in my order?

Please contact us via email: contact@gremsy.com and let us know the items which you want to change and we will send you a new Invoice. You have to pay more, or less, based on the price of your replace items.

0. How do I cancel my order?

There are 2 cases:

  1. If you have not paid yet:

Sign into “My Account” and click “My Orders".

Click on the order number that you would like to cancel.

Click “cancel this order” to proceed with cancellation.

2. If you have already paid, please send us an email to contact@gremsy.com

0. Can I split my order?

Normally, we will not spit orders. If you have ordered many different products, we will ship them together instead of shipping them individually. If you want to split your order, please place separate orders or contact our Customer Service team: contact@gremsy.com

0. When will I receive my refund after cancelling my order?

If the order has been paid and the package has not shipped, Your money will be refunded within 15 working days after contact our Customer Service team at contact@gremsy.com and receiving confirmation.

0. What should I do if I can not order on your website?

Please feel free to contact our Customer Service team via email: contact@gremsy.com.

Our guys are always available to support you.

Shipping & Delivery

0. What do I do if the items were damaged or missing upon delivery?

If there is a damage or the items were missing, please keep the original shipping carton and contact us immediately to report so that we can issue a damage with the carrier and find the best solution to support you.

0. What do I do if my items is on backorder?

If the item is currently out of stock we will notify you immediately. As soon as more stock becomes available we will ship it out right away with the whole package. Contact us if you want to cancel or change these items.

0. To which countries does Gremsy ship?

We do ship internationally via FedEx and DHL to the locations that they service.

Note: The shipping packages which contain only battery might be prohibited or quantity restricted regarding the shipping policy of each country.

0. When will the package be shipped?

After the payment is confirmed, the package will be processed to ship.

0. How long will shipping take?

Normally, it takes 2-3 business days .

0. Which shipping method do you use?

We ship via DHL or Fedex Express to ensure your packages arriving on time.

0. How much will it cost to ship my product?

Shipping rates may vary depending on your location, the specific items and delivery service you selected. You are able to view this cost instantly during the checkout process in our online store after filling out the above information needed.

0. When will I receive my delivery?

Items ship based upon availability. Our items are almost in stock. Therefore, the packages will be ship once the payment is confirmed. The shipping takes normally 2-3 business days .

0. Do I need to pay customs and import charges for my order?

Yes, you do. The price listed on Gremsy website excluding shipping cost and duty tax. So, you have to pay duty tax including import tax (if any) + VAT to receive the package.

The tax amount depends on your country policy.

0. How can I track my order?

Please refer to these ways to track your order:

1/ You will receive a confirmation email from our shipping team once your order is on its way. You can also contact our dedicated shipping team to check your order status via email: shipping@gremsy.com.

2/ Visit Gremsy website: Log into “My Account”, in “My Orders”, you will be able to get an overview of your order history and their status.

0. Can I have my order delivered to an address other than the provided address?

Of course. We ship the package to the address which customers advised. Please make sure you send us correct address before the order being shipped. Contact us via email contact@gremsy.com if you want to change the ship to address and we will be glad to help.

Note: If you pay via Paypal, you can not change the address on your order for security reasons. In this case, you can refer to your Paypal account for more information.

0. What happens if my package is rejected or returned?

Gremsy reserves the right to recover our cost of delivery and returns for orders rejected due to incorrect address information or because the package was declined or undeliverable. We will deduct certain amount in the refund for these costs.

0. Can I apply for a VAT refund with the invoice provide by Gremsy?

No. the price of Gremsy products are not included VAT. Therefore, customers are not able to apply VAT refund in this situation.

Payment

0. How can I make payment?

Payment for Goods shall be due on or prior to the delivery date of Goods. At Gremsy, we accept Bank wire transfer and Paypal payments. You are responsible for paying any bank or transmission charge in addition to the price.

0. Do you accept installment payment?

We are unable to accept installment payments so far. In case checkout with Paypal, you can use its “Paypal Credit” service provided by Paypal .

0. I have paid for the order, why is my status order is pending?

The delay may result from time required to synchronize payment confirmation between our and the payment processor’s system. Contact our online chat service at Skype ID gremsy.sales or email: contact@gremsy.com for further assistance.

0. What can I do if the payment for my order is declined?

Please place your order again if your payment has been declined. We’re not able to reinstate an order once the payment has been declined.

To help ensure your order is not declined when placing a new order we suggest checking the following:

  • Order information such as phone number, email address, shipping address..
  • Card details to make sure the information is correct.

If you’ve tried all these and are still having problems, contact our Customer Service Team for further support.

0. Is my Personal Payment Profile secure?

Yes, our online payment system is secure! In fact it encrypts your payment information to protect you against fraud and unauthorized transactions. This information will be kept even after our site closure and not be shared to any other organizations.

0. Do we need to log in account to start the Payment?

No. You can choose either log in or not. Login is a plus step to add your information into your profile. So that we can contact you if there have been any updates regarding your package, shipping schedule and so on.

OTHER SUPPORT OPTIONS

Support

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