HELP CENTER

USER GUIDE

ORDERS AND DELIVERY

What payment options are available?

Currently, all payments on our official online store are processed securely through PayPal. You can use your PayPal balance or a linked bank account/credit card to complete your purchase.We are always evaluating additional secure payment methods and will announce any new options in the future.

How long does it take to deliver?

For orders placed via our official INSAIT JOY online store, please note the following typical delivery estimations. These are working days and do not include potential customs processing times, which can vary by country.

  • Europe (UK & EU): Expect 10-15 working days
  • East Asia & Southeast Asia (Japan, South Korea, etc.): Expect 5-7 working days
  • Middle East: Expect 9-12 working days
  • For the Rest of the World: If your region is not listed above, please contact our sales team at info@gengee.com for more specific delivery information and assistance.

Important Notes:

  • All delivery times provided are estimations only.
  • These estimates do not include any potential delays that may occur due to customs procedures or unforeseen logistical issues in your country.
  • If you experience significant delays with your parcel or have any questions regarding your shipment, please do not hesitate to contact us at info@gengee.com. We're here to help!

Where do you deliver to?

Currently we offer delivery to the following countries and regions:

  • Asia: Bahrain, Cyprus, Georgia, Hong Kong SAR, Indonesia, Japan, Jordan, Kuwait, Macao SAR, Malaysia, Oman, Philippines, Qatar, Singapore, South Korea, Thailand, United Arab Emirates, Vietnam.
  • Europe: Albania, Andorra, Belarus, Belgium, Bosnia & Herzegovina, Czech, Denmark, Estonia, Finland, France, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Serbia, Slovakia, Slovenia, Spain, Sweden, United Kingdom.
  • Oceania: Australia, New Zealand.

We will constantly expand our delivery coverage later on with the ultimate aim to offer global free delivery to our customers. So even if you are not yet among one of them, please stay tuned!

I'm from US & Canada. Where can I place my order?

For customers located in the United States of America and Canada, please place your orders from the following distributors:

I'm from Austria/Bulgaria/Croatia/Germany/Malta/Romania/Saudi Arabia/Switzerland and they are not listed. Where can I place my order?

For customers from Austria, Croatia, Bulgaria, Germany, Malta, Romania, Switzerland, we kindly ask you to order from our exclusive distributors:

For customers in Saudi Arabia, please contact our exclusive distributor Scientific and Medical Equipment House Company for more information.

Do you have distributors or resellers in my country?

We encourage you to order from our authorised distributors or resellers for faster fulfillment services, local customer support and other unique benefits!

For more information about ordering from our distributors, please visit Distributors page.

How do I track my order?

We typically send you an email with a tracking number for your order within 2-3 business days after your purchase. Please check your inbox (and spam folder) for this email.

Multi-Leg Shipping (Important Note): In some instances, your order may be shipped via air freight to your country (or a nearby regional hub) before being handed over to a local courier service for final delivery. In such cases, you might not be able to track your parcel's status until it has been transferred to the courier service provider. This is normal and ensures efficient international shipping.

Need Assistance? If you have any questions about your tracking information, or if you haven't received your tracking number within the expected timeframe, please do not hesitate to contact our support team directly at support@gengee.com. We're here to help!

When will I receive my order confirmation?

You should receive an order confirmation email to your provided email address within just a few minutes of successfully placing your order. This email confirms that your purchase has been received and is being processed.

If you don't see the confirmation in your inbox, please be sure to check your junk or spam mail folder, as sometimes automated emails can be filtered there.

If you still haven't received your order confirmation after a short wait, please don't hesitate to contact our support team at support@gengee.com for assistance.

Will customs, taxes, or duties apply to my order?

Yes, customs duties, import taxes, VATs and/or other fees may be applied to your order upon arrival in your country.

These charges are determined by the customs authority of your destination country and are levied in accordance with their import laws and regulations. They are not included in the product price or shipping cost you pay at the time of purchase from our store.

It is important to understand that:

  • The recipient (you, the customer) is responsible for paying any and all customs duties, import taxes, and related fees that may be assessed by your local customs office.
  • Gengee (or INSAIT JOY) has no control over these charges and cannot predict what they might be, as they vary significantly from country to country.

To determine if these charges will apply to your order, and to estimate potential costs, we strongly recommend you:

  • Contact your local customs office or
  • Check with your local shipping courier (e.g., DHL, FedEx, local postal service) in advance of placing your order.

I need an invoice for my purchase.

If you wish to receive a copy of your invoice for a direct purchase, please contact us via email:

  • Email Address: info@gengee.com
  • Subject Line: To help us process your request quickly, please include your order number in the subject line of your email (e.g., "Invoice Request - Order #12345").
  • Company Details (Optional): If you require your invoice to include a specific Company Name or Company Billing Address, please provide these details clearly within your email body.

Once we receive your request with the necessary information, we will process it and email the invoice to you for your records.

Return and Warranty

What is the warranty policy and how long will my warranty last?

Please visit our warranty policy for more information.

How can I ensure I am purchasing an INSAIT JOY product with a valid warranty?

To guarantee you receive a product covered by our Global Limited Warranty, you must purchase exclusively through Gengee’s Authorized Channels. These include:

  • Our Official Online Store: INSAIT JOY | Advanced Soccer Trackers & Connected Ball Technology
  • Authorized Regional Distributors: Please refer to our Distributor List to find the partner responsible for your country.
  • Local Authorized Resellers: If you are buying from a local retail store or a sub-dealer, please ask them to confirm they are supplied by our official regional distributor. You can also contact us at support@gengee.com with the seller's name, and we will verify their status for you.

I found INSAIT JOY products at a much lower price from an unauthorized seller. Can I still get support or warranty?

No. Gengee does not provide warranty, technical support, or repair services for products purchased from unauthorized sellers (often referred to as "Gray Market" products).

Please be aware of the following risks associated with unauthorized purchases:

  • Hardware Incompatibility: Products intended for the Mainland China market (Domestic Version) are technically restricted and cannot connect to the international version of the INSAIT JOY App or global servers.
  • No Warranty: We cannot verify if these products are new, refurbished, or tampered with. Therefore, they are excluded from our 1-year Limited Warranty.
  • Firmware & Safety: Unauthorized products may not receive critical firmware updates or comply with your local telecommunications and safety regulations.

Can I use a product purchased in Mainland China (e.g., from Taobao/Tmall) in my country?

We strongly advise against this. INSAIT JOY utilizes Region-Specific Ecosystems.

The Mainland China version of our hardware and software is designed for local network environments and compliance standards. If you attempt to use a domestic version outside of China:

  1. The device may fail to bind with the international App.
  2. You will be unable to access cloud-based data analysis and social features.
  3. You will be responsible for all international shipping and service costs if any hardware issues arise, as local distributors are not authorized to service domestic-market units.

Can I get a refund or exchange my order?

Please visit our refund policy for more information.

How do I request the removal of my personal data?

You have the right to request the removal of your personal data from the INSAIT JOY app and our systems. We are committed to protecting your privacy and will process your request in accordance with applicable data protection laws.

How to Submit a Data Removal Request

To request data removal, please contact our dedicated support team via email:support@gengee.com

What to Include in Your Request

To help us verify your identity and process your request efficiently, please include the following information in your email:

  • Subject Line: Clearly state "Data Removal Request" (e.g., "Data Removal Request - [Your Email Address]").
  • Account Email Address: The exact email address associated with your INSAIT JOY account. This is crucial for us to locate your data.
  • User ID (if known): If you have a user ID within the app (often found in 'Me' or 'Profile' sections), including it can expedite the process.
  • Confirmation of Understanding: A simple statement confirming that you understand that data removal is permanent and will delete all your associated performance records, profile information, and account access.

What Happens Next

Once we receive your request:

  • Verification: We will initiate a verification process to confirm your identity as the account owner. This is a security measure to protect your data.
  • Processing: Upon successful verification, your data removal request will be processed in compliance with relevant data protection regulations. Please note that certain transactional data may be retained for legal or accounting purposes, as required by law.
  • Confirmation: You will receive a confirmation email once your data has been successfully removed.

We appreciate your cooperation in providing the necessary details to ensure a secure and timely data removal process.

CONTACT SUPPORT TEAM