Customer Help & FAQ
We are an international company that uses various international distribution centers and partners to fulfill orders. Most orders to the USA will be shipped through UPS, USPS, or DHL with a tracking number from Europe or North America. Please contact us before sending any returns, as returns without prior approval will not be accepted.
Our customer support team is available Monday through Friday, from 9:00 AM to 6:00 PM Eastern Time (ET), excluding public holidays.
You can contact us through the live chat available on our website, by email at contact@thegeneralcostore.com, or by opening a support ticket at https://thegeneralcostore.com/my-account/tickets/.
We normally respond within one business day. Messages received outside support hours will be reviewed on the next business day.
Your order confirmation and follow-up emails will provide you with tracking details. Alternatively, you can log in to your account to track the progress of your order.
No, we are currently an online only store and do not currently offer any pick up service.
We are unable to change order details after billing, so there is no way to change your order information.
You may request a return within 14 calendar days after receiving your order. We accept eligible returns of both defective and non-defective products, subject to the conditions described in our Return and Refund Policy.
For a change-of-mind return, the customer is responsible for the return shipping cost. We do not charge a standard restocking fee.
If a product arrives damaged, defective, incomplete, incorrectly described or different from what you ordered, contact us as soon as reasonably possible. After reviewing the request, we will provide an appropriate solution and, when a return is required, provide a prepaid return label or reimburse reasonable authorized return shipping costs.
We do not process direct exchanges. If you need a different size, color or product, you may return the eligible original item for a refund and place a new order.
To request a return, open a support ticket at https://thegeneralcostore.com/my-account/tickets/. Read our complete Return and Refund Policy.
Available payment methods are displayed during checkout and may vary depending on your delivery country, selected currency, device and order details.
Depending on availability, payment methods may include major credit or debit cards and eligible local payment options. The final payment methods available for your order will always be shown before you place the order.
Payments are processed securely by the third-party payment provider identified during checkout. The General Co. Store does not add products, subscriptions or recurring charges to an order without the customer’s express authorization.
If a payment is not authorized, you may be asked to verify your information or select another available payment method.
If your payment is not authorized you will receive a message on the checkout page to try another form of payment.
Our checkout process uses Verified by Visa, MasterCard SecureCode and American Express SafeKey, where applicable, to verify your online transaction.
Payment information is transmitted through an encrypted HTTPS connection and processed by established third-party payment providers.
The General Co. Store does not store complete payment card numbers, PINs or card security codes on its systems. We may receive limited transaction information, such as payment status, transaction identifier, payment method and the last digits of a payment card.
Payment providers may perform authentication, security and fraud-prevention checks before authorizing a transaction.
The currency applicable to your order will be displayed before payment. If your card or payment account uses a different currency, your bank or payment provider may convert the transaction using its own exchange rate and may charge a foreign transaction or currency conversion fee.
The General Co. Store does not control exchange rates or fees independently applied by banks, card issuers or payment providers.