FAQs – Order and Shipping
When do I know if my product has shipped?
You will receive a FedEx tracking number and a shipping confirmation email from us when we send out your order.
If you ordered internationally, you will recieve a DHL tracing number
Do you guys offer gift cards?
Yes! Please send an email to hello@livegenz.com with the $ amount that you would like to add to a gift card and we will create a unique coupon code for you. We can send the coupon code to the recipient directly via email or send you something cool to print out if you’d prefer.
What do I do if my RaveRunner®/EL Wire/UnderGlow was damaged when it arrived to me?
We will happily replace any items that arrive broken, defective, or suffer shipping damage. Please send us an email within 48 hours of receiving your product at hello@livegenz.com with your original order # and photos of the damaged items. *Excludes international orders (just email us if you live outside of the US and we will figure something out).
I forgot my Apt # or I inputted the wrong shipping address and my package was returned to the sender. How do I get my package reshipped?
Please email us with the correct shipping address at hello@livegenz.com and as soon as your package has been returned to our facility we will be happy to reship it for you. The customer is responsible for the costs associated with reshipping the package due to an incomplete or incorrect address.
Do you guys ship to Alaska/Hawaii/Canada/Mexico?
Yes indeed we do!
I received the wrong item/color with my order. What should I do?
If you’ve received an incorrect item in your order or if you are missing an item from your order, please email us within 48 hours of receiving your package at hello@livegenz.com with your original order # and details regarding the issue. If you’ve received the wrong item, please provide photos. We will happily replace any missing or incorrect items at no cost to you.