FAQS
FREQUENTLY ASKED QUESTIONS
Welcome to the Orgen Site Frequently Asked Questions page. The information below covers common questions about orders, payments, shipping, tracking, returns, and customer support.
1. DO I NEED AN ACCOUNT TO PLACE AN ORDER?
If guest checkout is available, you may place an order without creating a customer account.
Creating an account may allow you to check your order history, manage account information, and complete future purchases more conveniently.
Please keep the order confirmation email whether you use an account or guest checkout.
2. HOW DO I KNOW WHETHER MY ORDER WAS SUBMITTED SUCCESSFULLY?
After a successful order submission, you should receive an order confirmation email containing your order number and purchase summary.
If you do not receive the confirmation email:
* Check your spam or junk folder;
* Confirm that the email address entered during checkout is correct;
* Check whether payment was successfully completed; and
* Contact service@infinfx.com with the name and email address used for the order.
Do not submit the same order repeatedly until you have confirmed whether the original transaction was successful.
3. WHAT PAYMENT METHODS DO YOU ACCEPT?
The payment methods currently available to you will be displayed during checkout.
Available payment methods may vary depending on your location, currency, device, order, or payment-provider availability.
Please review the checkout page before submitting payment. A payment method that is not displayed during checkout is not currently available for that transaction.
4. IS IT SAFE TO MAKE A PAYMENT ON THE WEBSITE?
Payments are processed through authorized third-party payment providers using applicable security measures.
Orgen Site generally does not directly store complete payment-card numbers or card security codes when payment processing is handled by those providers.
No online system can guarantee absolute security. Customers should use a trusted device and network, keep account credentials confidential, and contact us promptly if they suspect unauthorized activity.
5. WHAT CURRENCY IS USED ON THE WEBSITE?
Unless otherwise stated, prices displayed on the website are in US dollars.
If your payment account uses another currency, your bank, card issuer, or payment provider may convert the transaction and charge applicable exchange-rate or processing fees.
Currency conversion rates and related charges are determined by the relevant financial institution, not Orgen Site.
6. CAN I CHANGE OR CANCEL AN ORDER?
Contact service@infinfx.com as soon as possible if you need to change or cancel an order.
We will try to accommodate your request if the order has not entered processing, customization, production, packing, or shipment. However, changes and cancellations cannot be guaranteed after an order has been submitted.
Once an order has been dispatched, it can no longer be cancelled. You may request an eligible return after delivery in accordance with our Returns and Refund Policy.
7. CAN I CHANGE MY DELIVERY ADDRESS?
Contact service@infinfx.com immediately if you notice an error in your delivery address.
We cannot guarantee an address change after processing or shipment has begun.
If a package has already been dispatched, the carrier may be unable to redirect it. Additional shipping, redelivery, or return costs caused by an incorrect or incomplete customer-provided address may be the customer’s responsibility where permitted by applicable law.
Please review your full delivery address before submitting an order.
8. WHEN WILL MY ORDER BE DISPATCHED?
Most orders require approximately 1–3 business days for payment verification, preparation, quality review, packing, and dispatch.
During peak sales periods, public holidays, or major seasonal events, processing may require approximately 3–5 business days.
Customized, personalized, made-to-order, or specially configured products may require additional processing time.
Business days exclude weekends and public holidays.
9. HOW LONG DOES DELIVERY TAKE?
Estimated standard transit time is generally approximately 7–14 business days after dispatch.
International orders and deliveries to remote areas may require approximately 10–25 business days after dispatch.
Processing time and transit time are separate:
Total estimated delivery time = processing time + transit time.
Delivery estimates are not guarantees. Customs clearance, weather, public holidays, carrier disruptions, remote destinations, address problems, and other circumstances may cause delays.
10. WHERE DOES ORGEN SITE SHIP?
Orgen Site ships only to destinations available for selection during checkout.
Shipping availability may vary depending on the product, delivery address, supplier, fulfillment location, or carrier.
If your destination is not available during checkout, we are currently unable to accept an order for delivery to that location.
11. HOW MUCH DOES SHIPPING COST?
Available shipping methods and applicable shipping charges will be displayed during checkout before you submit your order.
Shipping charges may vary depending on:
* The delivery destination;
* The products and quantities ordered;
* Package size or weight;
* The selected shipping method; and
* Applicable promotional shipping offers.
Any free-shipping offer applies only when the eligibility requirements displayed on the website or during checkout are satisfied.
12. HOW CAN I TRACK MY ORDER?
After your order has been dispatched, we will send a shipping confirmation email containing the available tracking information.
You may track your package by:
* Opening the tracking link in the shipping confirmation email;
* Entering the tracking number on the carrier’s official website; or
* Entering the tracking number at www.17track.net.
Tracking information may require additional time to become active after the package has been handed to the carrier.
13. WHY DID I RECEIVE ONLY PART OF MY ORDER?
Products in the same order may be fulfilled from different locations and shipped in separate packages.
When this happens:
* You may receive more than one tracking number;
* Packages may be handled by different carriers; and
* Packages may arrive on different dates.
Receiving only part of an order does not necessarily mean that the remaining products are missing.
14. WHAT SHOULD I DO IF AN ITEM ARRIVES DAMAGED, DEFECTIVE, INCORRECT, OR INCOMPLETE?
Contact service@infinfx.com within 7 days after delivery.
Please provide:
* Your order number;
* A description of the issue;
* Clear photographs or videos of the item;
* Photographs of the outer packaging and shipping label where available; and
* Details of any missing or incorrect components.
After reviewing and verifying the claim, we may provide an appropriate solution, such as a replacement, replacement part, partial refund, or full refund.
Do not discard the item or packaging and do not return the item until our customer service team provides instructions.
15. WHAT IS YOUR RETURN PERIOD?
You may request an eligible return within 30 days after your order is delivered.
The item must generally be unused, in its original condition, and returned with its original packaging, accessories, labels, and tags.
Contact service@infinfx.com before sending an item back. Unauthorized returns may not be accepted.
Please review our Returns and Refund Policy for complete eligibility requirements.
16. WHO PAYS THE RETURN SHIPPING COSTS?
For an eligible change-of-mind return, an incorrect customer selection, or another reason not caused by Orgen Site, the customer is responsible for return shipping costs.
For a verified damaged, defective, incorrect, or incomplete item, Orgen Site will bear the applicable replacement or reasonable return shipping costs.
Original shipping charges are generally non-refundable for change-of-mind returns.
17. CAN CUSTOMIZED OR PERSONALIZED ITEMS BE RETURNED?
Customized, personalized, made-to-order, or specially configured products may not qualify for change-of-mind returns where permitted by applicable law.
However, such an item may still qualify for an appropriate remedy if it arrives damaged, defective, incorrectly produced, or materially different from the confirmed order.
Contact service@infinfx.com if there is a problem with a customized or personalized item.
18. WHEN WILL I RECEIVE MY REFUND?
After an authorized return is received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method.
After we issue the refund, your bank, card issuer, or payment provider may require approximately 10–14 business days to post the funds to your account. Actual processing times depend on the payment provider.
19. ARE CUSTOMS DUTIES OR IMPORT TAXES INCLUDED?
International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.
Unless expressly stated otherwise during checkout, these charges are not included in the product price or shipping fee and are the customer’s responsibility.
Customs procedures may also delay delivery.
20. IS MY PERSONAL INFORMATION KEPT PRIVATE?
Orgen Site uses reasonable administrative, technical, and organizational safeguards designed to protect personal information.
We use personal information for purposes such as processing orders, arranging fulfillment and delivery, providing customer service, preventing fraud, improving the website, and complying with legal obligations.
We do not sell personal information for money.
Please review our Privacy Policy for complete information about data collection, disclosure, retention, cookies, international transfers, and applicable privacy rights.
21. HOW CAN I CONTACT ORGEN SITE?
For questions about products, orders, shipping, tracking, returns, refunds, or privacy, contact:
Brand:
Orgen Site
Website:
https://www.orgensite.com
Customer Service Email:
service@infinfx.com
Business Contact Telephone:
+852 2368 8511
Website Operator and Legal Business Name:
ORGEN TECHNOLOGY GROUP LIMITED
Registered Office:
Room 704, 7/F., Tower A, New Mandarin Plaza,
14 Science Museum Road, TST East, Kowloon, Hong Kong