FAQs

Frequently Asked Questions

FAQs

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Payment Methods

1.  What payment methods do you accept?

We accept Visa, Mastercard, PayPal, Apple Pay, Google Pay, American Express, Discover, JCB, Stripe, and Klarna. For details, please check the checkout page.
2. How soon will I receive an order order confirmation email after payment?

You’ll receive an instant confirmation email upon successful payment. Sometimes it may go to your spam folder. If you don’t receive it, contact us anytime.
3. Do you offer installment payments?

Yes! We support Shop Pay and Klarna, with up to 4 installments.
4. How long does a refund take to process?

Refunds are issued to the original payment method and typically take 3–5 business days.
5. Why was my credit card payment declined?

Possible reasons include insufficient funds, incorrect card details, bank security blocks, or mismatched ZIP codes. We recommend contacting your bank or trying another card.

Product Questions

1. What are the product dimensions, weight limits, and height restrictions?

Each product page lists detailed dimensions and recommended height/weight limits.
2. Is self-assembly required? How difficult is it?

Don’t worry! Our products include all necessary tools and step-by-step instructions (takes 15–30 minutes). Scan the QR code on the manual for a video guide.
3. Where can I find assembly instructions?

Scan the QR code in the product manual or check the "Installation Guide" section on the product page.

Need help? Contact us and we will email you the instructions.
4.  How do I take care of my gaming chair?

To properly clean and maintain your chair, we've created a detailed guide: 'How to Look After Your GTRACING Gaming Chair' on our blog.
5. How does custom headrest work, and what’s the delivery time?
  • Customization: Select options on the product page, upload images/text.
  • Delivery: Usually 15–20 business days (may extend to 40 days during holidays/peak seasons).

Ordering Process

1. How do I place an order?

1. Select your preferred product, including color, size, and quantity on the product page.

2. Click “Add to Cart” to continue shopping, or select payment methods to proceed directly.

3. On the checkout page, fill in all required details (shipping address, payment method, etc,)

4. Complete your payment securely to finalize your order.

Need any help? Our customer service team is happy to assist! 
2.  Can I modify or cancel my order?
  • Unpaid Orders: You may cancel directly in your account at any time before payment is completed.
  • Paid but Unshipped Orders: Please contact our customer service team for assistance with cancellation. We'll be happy to help!
  • Shipped Orders: Unfortunately, changes cannot be made once your order has shipped. We can attempt to contact the carrier on your behalf, but modifications aren't guaranteed. You may choose to refuse delivery when the package arrives.

We appreciate your understanding! If you have any questions, our customer service team is always here to assist you.
3. How do I check my order status?

You’ll receive a tracking number via email once shipped. You can also check via the Shop app or your account page.
4. How do I confirm if my order was successful?

A confirmation email will be sent automatically upon success.
5. I didn’t receive an order confirmation email.
  • Check Your Spam/Junk Folder: Sometimes our emails get filtered there by mistake.
  • Allow Emails from "@gtracing.com": Ensure our domain is on your safe sender list.
  • Verify Email Settings: Confirm that email notifications are enabled in your account.
  • Double-Check Your Email Address: A small typo could prevent delivery.
  • Need Help? Contact our customer service—we’ll happily verify your order status!
6. My payment was charged, but the order failed. What now?
  •  Try Again
    Please place a new order using a different payment method.
  •  Refund Coming
    Your original payment will be automatically refunded within 3-5 business days.
  • Still Having Trouble?
    We recommend checking with your bank to:
    ✓ Confirm the payment status
    ✓ Verify if your card has any restrictions
  •  Need Help?
    Our support team is always happy to assist you!
7. Who can use ID.me, and how does it work?
  • Eligibility: Medical staff, military/veterans, teachers/students, first responders.
  • Steps: Click "Verify with ID.me" at checkout → Submit details → Enjoy 7% off (cannot combine with other promotions).

Shipping & Delivery

1. What are shipping costs and delivery times?
  • Cost: Calculated automatically at checkout based on address.
  • Standard delivery: 3–5 business days (processed within 24 business hours).
  • Expedited: 2–4 business days.
2. How to track my order?

Simply enter either your order number + email OR tracking number in the 'Track Your Order' portal to view real-time shipping updates
3.  Which U.S. locations do you not ship to?

Alaska, Guam, Hawaii, Northern Mariana Islands, Puerto Rico, U.S. Virgin Islands, PO boxes, and Armed Forces addresses (APO/FPO).
4. Can I change my shipping address?
  • Unshipped orders: Contact customer service.
  • Shipped orders: We’ll attempt with the carrier, but changes aren’t guaranteed.
5. Which carriers do you use?

Primarily FedEx and UPS.
6. What if my package is lost?

 If tracking shows delivery but you can’t locate it, contact the carrier for a claim ID, then share it with us for assistance.
7. What should I check upon delivery?
  1. Check Immediately:
    Please inspect the outer packaging for any damage upon delivery.
  2.  Found an Issue?
  • Take clear photos of the affected area.
  • Contact our support team right away.

We’re here to help resolve this quickly for you!

FAQs

Frequently Asked Questions

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Returns & Warranty

1. Can I modify my order (e.g., add/remove items)? 
  • Before shipment: Feel free to contact our customer service team—we'll be happy to assist with any changes to your order.
  • After shipment: Unfortunately, we're unable to modify orders once they've been shipped.
2. How do I cancel my order?
  • For Unshipped Orders:
    Please contact our customer service team to cancel your order directly. We’re happy to assist!
  • For Shipped Orders:
    Kindly reach out to our customer service. Once we receive the returned package, we’ll process your refund (shipping fees are non-refundable).
3. Can I return an item if I don’t like it?

Yes! We offer a 30-day return policy. Items must be unused, with original packaging. Non-defective returns may incur shipping costs.

For full details, please visit our Return Policy.
4. What if my product is defective?

We apologize for the issue!

Here’s how we’ll make it right:
1-Year Warranty: Free replacement parts for any defects.
Beyond 1 Year: Parts available at a minimal cost.

For full details, please visit our Warranty Policy
5. What if my order is missing parts?

Contact us, and we’ll ship the missing items promptly.

Other

1. How do I use a coupon?

 Enter the discount code at checkout and click "Apply."
2. What should I do if I forgot the email address used for registration?

For privacy reasons, we cannot disclose registered emails. Please create a new account—we apologize for the inconvenience.
3. How do I contact customer service, and what’s the response time?

Reach us via:

1. Email: info@gtracing.com for assistance. We’ll respond within 24 hours.

2. Live chart: Available via our website:

  • Morning: 5:00 PM - 7:30 PM
  • Evening: 9:00 PM - 12:00 AM
  • Late Night: 12:00 AM - 1:30 AM

3. Phone:

  • 877-236-5969 (9:00 AM - 5:30 PM PST, Mon-Fri)
  • 833-857-0017 (9:30 AM - 5:30 PM EST, Mon-Fri)

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