Contact us

We Are Here to Help

At GENTECH DATA INC, we believe that open, clear, and responsive communication is the cornerstone of the trust we build with our customers, partners, and visitors. We are not just a faceless e-commerce entity; we are a team of dedicated professionals passionate about minimalist design and exceptional customer experiences. This “Contact Us” page is designed to be your comprehensive portal for reaching the right person, finding the right information, and connecting with us in the way that is most convenient for you. Whether you have a pre-sales question, need assistance with an existing order, want to explore partnership opportunities, or simply wish to share your feedback, we are genuinely eager to hear from you.

Our commitment is to ensure that every interaction with GENTECH DATA INC is positive, productive, and leaves you feeling valued and heard. We have structured multiple channels of communication to cater to different needs and preferences, supported by a customer service team that is empowered, knowledgeable, and dedicated to providing resolutions that exceed expectations. Below, you will find a detailed breakdown of all the ways you can get in touch with us, along with transparent information about what you can expect when you do.

I. Our Commitment to Customer Communication

Before we list the methods, we want to affirm our core philosophy regarding customer communication:

  • Transparency: We provide clear, honest answers. There are no hidden details or misleading information.

  • Empathy: We listen to understand, not just to respond. We recognize that behind every query is a person seeking to improve their living space.

  • Efficiency: We respect your time. Our systems and team training are focused on providing accurate and timely responses.

  • Empowerment: Our customer service representatives are equipped with the knowledge and authority to solve most issues without unnecessary escalations.

  • Continuous Improvement: We actively collect and analyze communication feedback to constantly refine our processes and service quality.

II. Primary Contact Methods: Choose What Suits You Best

We offer a multi-channel approach to ensure you can reach us how and when you prefer.

1. General Inquiries & Customer Service Email

This is the ideal channel for non-urgent, detailed inquiries, customer support requests, and sending attachments (like photos for damage claims).

  • Email Address: info@gentechinc.shop

  • Purpose: This inbox is monitored by our dedicated customer service team and is the central hub for:

    • Pre-sales questions about product specifications, wood types, dimensions, and care.

    • Order status inquiries beyond the automated tracking.

    • Assistance with the website, account creation, or password resets.

    • Feedback, suggestions, and testimonials about your experience.

    • Warranty claims and post-purchase support.

    • Collaboration and partnership proposals (please see dedicated section below).

  • Our Commitment & Response Time: We are committed to responding to all emails within 24 hours during our standard business hours (Monday-Friday, 9:00 AM – 6:00 PM EST). In many cases, you will receive a response much sooner. For emails received on weekends or U.S. holidays, you can expect a response by the end of the next business day.

2. Direct Telephone Line

For more immediate or complex issues that are better resolved through a conversation, our phone line is available.

  • Phone Number: +84 975 941 555

  • Purpose: This line is best for:

    • Urgent issues regarding a delivery in progress.

    • Complex order modifications that are difficult to explain via email.

    • Detailed technical or assembly questions where a live conversation is more effective.

  • Our Commitment & Response Time: This line is staffed during our standard business hours (Monday-Friday, 9:00 AM – 6:00 PM EST). We strive to answer calls live. If all lines are busy, you will be prompted to leave a detailed voicemail with your name, order number (if applicable), and a callback number. We guarantee a callback within one business day.

III. Other Essential Contact Avenues

1. Corporate & Mailing Address

While we are an e-commerce-first company and do not operate a public showroom, our official corporate and legal mailing address is:

  • GENTECH DATA INC

    • 8 The Green STE R

    • Dover, DE, 19901

    • United States

  • Purpose of this Address:

    • Formal written correspondence.

    • Legal and official documents.

    • Service of process (if necessary).

    • Please Note: This is not a returns or warehouse facility. Please do not send product returns to this address without prior authorization, as they will not be processed. All returns must be initiated through our online process detailed in our [Refund and Return Policy].

2. Live Chat Support (on gentechinc.shop)

For instant answers to quick questions, we highly recommend our Live Chat feature.

  • Location: Available on every page of our website, gentechinc.shop, typically as a chat icon in the bottom corner.

  • Purpose: Perfect for:

    • Quick questions about stock availability.

    • Clarification on shipping timelines to your specific location.

    • Basic policy questions (e.g., “Do you ship to my country?”).

    • Simple order status checks.

  • Hours of Operation: Live Chat is manned by our support team during extended hours, from 8:00 AM to 8:00 PM EST, Monday through Friday. Outside these hours, you can leave a message, and we will respond via email.

3. Contact Form (Integrated on Our Website)

For a structured way to contact us directly from our site, we provide a comprehensive contact form.

  • Location: Accessible via the “Contact Us” link in the website footer or main navigation menu.

  • How it Works: The form requires basic information (Name, Email Address, Subject) and allows you to categorize your inquiry (e.g., General Question, Order Support, Wholesale Inquiry). This helps route your message to the most qualified team member instantly, speeding up resolution.

  • Response Time: Messages submitted through the contact form are treated with the same priority as emails, with a response commitment of within 24 hours.

IV. Department-Specific Contact Guidance

To ensure your query is handled by the right expert as quickly as possible, please use the following guidelines.

1. For Order, Shipping & Returns Support

  • Recommended Channel: Email (info@gentechinc.shop) or Live Chat.

  • What to Include: When contacting us, please always have your Order Number ready. This is the fastest way for us to locate your details and assist you. For shipping questions, your tracking number is also helpful.

2. For Product & Technical Questions

  • Recommended Channel: Email (info@gentechinc.shop) or Contact Form (select “Product Question”).

  • What to Include: Please specify the product name and SKU (found on the product page) and be as detailed as possible with your question (e.g., “What are the exact dimensions of the drawer interior on the Haven Storage Cabinet?”).

3. For Wholesale, B2B & Partnership Inquiries

  • Recommended Channel: Email is best. Please use the subject line: “Attn: Partnership Team – [Your Company Name]”.

  • What to Include: A brief introduction to your company, your website, and the nature of the proposed partnership (e.g., retail wholesale, interior design collaboration, content creation).

4. For Marketing, PR & Media Requests

  • Recommended Channel: Email with the subject line: “Attn: Marketing Department – Media Inquiry”.

  • What to Include: Your name, media outlet, deadline, and a brief description of your request.

V. What to Expect When You Contact Us

To provide complete transparency, here is a step-by-step overview of our customer service process:

  1. Acknowledgment: Upon receiving your email, contact form submission, or voicemail, you will receive an automated acknowledgment (for digital channels) confirming we have received your request. This message will include a unique ticket number for your reference.

  2. Triage & Routing: Your inquiry is categorized and routed to a specialized agent based on the nature of your question (e.g., sales, technical, returns).

  3. Investigation & Resolution: The assigned agent will investigate your issue thoroughly. This may involve consulting with our logistics team, checking with the warehouse, or reviewing order details. They are empowered to offer solutions, including replacements, refunds, discounts, or other compensations as per our policies.

  4. Response: You will receive a clear, comprehensive, and personalized response from a named customer service professional.

  5. Follow-Up: For complex issues, our agent will follow up with you until the matter is fully resolved to your satisfaction. After resolution, you may receive a short satisfaction survey to help us improve our service.

VI. Proactive Support: Frequently Asked Questions (FAQ)

Many common questions can be answered instantly, without waiting for a reply. We have invested significant effort into creating a detailed [FAQ Page] on our website. Before contacting us, you may find an immediate answer to questions such as:

  • “How long will shipping take to my address?”

  • “What is your return policy?”

  • “How do I assemble my furniture?”

  • “What payment methods do you accept?”

  • “How do I care for my wood furniture?”

Checking the FAQ can often provide you with the fastest solution.

VII. Our Promise to You

We understand that reaching out to customer service can sometimes be a source of frustration. We want to change that perception. Our promise to you is simple:

We will listen, we will care, and we will act.

We are committed to not just solving your problem, but to ensuring you feel respected and valued throughout the process. Your satisfaction is the ultimate measure of our success. The entire team at GENTECH DATA INC thanks you for your interest and trust. We look forward to connecting with you.