Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Shipping times vary based on location and shipping method. Domestic orders typically arrive within 3-5 business days, while international shipments may take 7-10 business days. Customs clearance and unforeseen delays may affect delivery times.
To create an account, click on the “Sign Up“ or “Create Account“ button on our website. Provide your email, create a password, and fill in the required details. Once registered, you can manage orders, track shipments, and access exclusive deals.
If your order has not been processed, you can update your shipping address in your account settings or by contacting our support team immediately. Once an order is shipped, we cannot modify the address.
After placing an order, you will receive a confirmation email with a tracking number once your package ships. Use this number to track your shipment on our website or through the courier’s tracking page.
No, we do not store any credit card information for security reasons. Payments are processed through a secure third-party gateway to protect your sensitive data.
Sales tax is applied based on the shipping destination and applicable laws. The total amount, including any taxes, will be displayed at checkout.
We ship worldwide to legally permitted locations. Please check with your local customs regulations regarding the import of human anatomical specimens. If unsure, contact our support team for assistance.
Whenever possible, we ship all items in a single package. However, if an order contains multiple items that require different packaging, they may be shipped separately. You will receive tracking details for each package.
If you need to swap an item
Returns and Exchanges
We accept returns and exchanges within 14 days of delivery, provided the item is unused and in its original condition. Custom orders and special specimens are non-refundable. Customers are responsible for return shipping costs unless the return is due to our error.
If you receive an incorrect item, contact us immediately with your order details and a photo of the item received. We will arrange for the correct item to be shipped and provide return instructions for the incorrect one.
If your order arrives damaged, please take clear photos of the package and item and contact us within 48 hours of delivery. We will work with the shipping carrier to resolve the issue and provide a replacement if applicable.
Once your return is approved, we will provide you with the correct return address. Do not send items back without prior authorization, as they may not be processed.
For any questions or concerns, contact our customer support team via email, phone, or live chat on our website. We are available Monday–Friday, 9 AM–6 PM (GMT+1).
If your order has not been shipped, contact us immediately to correct the address. If the order has already been dispatched, we cannot modify the destination, and you may need to coordinate with the courier service.
Orders can only be canceled or modified before they are processed. If your order has already been shipped, we cannot cancel it, but you may be eligible for a return or exchange.
Yes, we accept pre-orders for certain items. If an item is out of stock, you can request to be notified when it becomes available or place a pre-order to reserve it. Estimated restocking times will be provided.
For further assistance, contact us at Sales@genuinehumanskull.com or through our customer service chat.