Frequently Asked Questions (FAQ)
Here are the answers to your most important questions. We'll be expanding this information over time to keep you informed about all aspects of our store.
What are your opening hours?
Our business hours are 8:00 AM to 8:00 PM, Monday through Saturday.
What format should my files be in?
Please upload your files in PNG or PDF format.
If I want multiple repetitions of my file, what do I do?
Enter the number of copies you want in the file name. For example: filex5copies or simply filex5.
What is a linear meter?
One linear meter is equal to 1 meter long by 56 cm wide. Our rolls are 60 cm wide, but we require a 2 cm margin on each side to ensure the best print quality.
Until what time can I place an order if I need it urgently?
Orders placed before 8:30 a.m. and measuring less than 10 meters are delivered the same day (Valencia and Murcia). If you place your order after that time, you can still contact us via WhatsApp, mobile phone, or email to see if it's possible to ship it the same day, depending on our workload and carrier availability.
Orders placed before 2:00 p.m. are shipped the same day for delivery the following morning (Valencian Community and Murcia).
For national shipments 24/48h, orders placed before 12:00h,
What kind of film do you have?
We have hot-peel film, it peels after 7 seconds.
From what value are there free deliveries?
Orders are delivered free of charge from €100
How can I receive information about GenXMaker news and promotions?
You can subscribe to our newsletter and receive a 10% discount in several ways:
- From your customer account
- From the pop-up window when entering our store
- Also at the end of the ordering process
After filling in your email address you will receive a verification email.
How do I unsubscribe from the Newsletter?
Simply click "Unsubscribe" at the bottom of the newsletter or send an email to info@genxmaker.com with the subject "Unsubscribe from newsletter."
How do I know if I have placed my order correctly?
After placing your order, you'll receive a confirmation email. If not, please email us at info@genxmaker.com or chat with us.
I received the wrong, damaged, broken, or defective item. What can I do?
First of all, we apologize. We're sorry you received a product that's different from what you expected. We'll immediately work to replace it, naturally free of charge.
Write to us by:
- WhatsApp
- "Contact", in the footer
- Email to info@genxmaker.com
Send us a photo of the product (to continue improving the shipping process).
Don't worry, you'll receive your new product as soon as possible. We'll keep you updated at all times.
Every product manufactured at GenXmaker is meticulously inspected before shipping, however, errors in handling and transportation may occur.
How do I track my order?
You can track the location of your package at any time using the tracking link we'll send you in your "Order Confirmation" email.
You can also track your order through our carriers' websites; this information will be available in the "Package Sent" email.
If you still can't find your order, please email us at info@genxmaker.com with your order number.
How to contact GenXMaker?
- Write your questions or comments using the contact form available in the "Contact" tab in the footer.
- Send an email to info@genxmaker.com
- Write via WhatsApp at the bottom of the page
- You can also call us at 643 021 143
I'm having trouble placing my order.
To help you with your order, please contact us using one of the methods described above.
How do I use my discount code?
You can use a discount code on your next purchase. After clicking the "Checkout" button, you'll be taken to the "Payment" section. Paste your discount code in the box on the right. The discount amount will immediately be subtracted from the final price. Remember:
- Some codes are only valid for certain products.
- They have a defined deadline
- They cannot be refunded
- Each person can use one code at a time
- They are not cumulative
I want to change my order quantity or delivery information once the order is placed. How do I change it?
We'll be happy to help you correct your order. Please contact Genxmaker as soon as possible with your name, order number, and the changes you'd like to make.
There are changes that can be made and others that cannot, depending on the case. Below are some examples:
- Change address or phone number - As long as the order hasn't left our facilities. If it has, the carrier will return the order if it can't be delivered, and we'll have to reship it.
- Changing a file that has already been sent - It is possible to change it if it has not started printing, so it is important to contact us as soon as possible.
- Change the quantity of meters - If printing has not started, you can cancel the order and place a new one, otherwise a second order will have to be placed.
Which cities do you ship to?
Currently, we ship to mainland Spain and the Balearic Islands. We will soon expand our shipping to other destinations.
What are the shipping costs?
Peninsular Spain, we offer the following shipping options:
- In-store pickup, naturally free, you can come pick up your order.
- Orders over €100 receive free shipping.
- For orders under €100, you have two options:
1 Standard 24h Shipping: €6.95 + VAT, orders before 12:00 p.m.
2 *Morning-Afternoon: €7.95 + VAT (Valencian Community and Murcia, orders before 8:30 a.m. and less than 10 meters), sent in the morning and delivered in the afternoon of the same day.
3 *Afternoon-Morning: €7.95 + VAT (Valencian Community and Murcia, orders before 2:00 p.m. and less than 10 meters), sent in the afternoon and delivered the following morning.
What happens if no one can receive my order?
The carrier will make two delivery attempts, usually calling the phone number provided by the customer. If these attempts fail, the order will be returned to the factory. If you have not received your order, please contact us so we can arrange a new shipment; the costs will be borne by the customer.
What forms of payment do you accept?
We have several payment methods:
- Credit cards: Mastercard, Visa, Maestro, American Express
- Apple Pay
- Google Pay
- Pay Pal
- Bank transfer: After placing your order, we'll send you the bank information so you can make the transfer. Once it's cleared, we'll print the order.
Is VAT included in the prices?
Not included, VAT must be added to all prices in our store.
How can I cancel my order?
If after placing your order you change your mind for any reason, you can cancel it, keeping in mind the following:
- You can cancel it before printing; if we've already started printing, it can't be canceled.
Whatever the case, please contact us as soon as possible so we can take action.
Will I receive many emails with the subscription?
You'll receive emails essential for your orders and other information to enhance your shopping experience in our store, such as:
- Purchase process emails - these are used to inform you about the order status, order confirmation, reminders about a product left in your shopping cart, shipping or payment confirmation, etc.
- Informational emails - you'll only receive these if you've subscribed to our email list. We'll let you know about exclusive promotions, new products, or giveaways.
You can unsubscribe from our list at any time by clicking the "Unsubscribe" button at the bottom of the emails.
