FAQs

Payments Methods And Process

①What forms of payment do you accept?

Secure payments are processed via all major Shopify methods and PayPal.

②Can I use multiple methods of payment?

Unfortunately, it is not possible to use multiple methods of payment on online purchases. We only accept PayPal and shopify payments.

①General Shipping Information

• Shipping Cost

Free shipping to the US/CA and most European countries. For remote areas, additional shipping fees may apply based on location.

Should you encounter any issues, please contact our online customer support for inquiries.

• How Long Does It Take?

In-Stock Items

Estimated delivery time is 7-10 business days.

Orders placed on Saturdays, Sundays, or holidays will be processed on the next business day.

Once your order ships, you will receive an automated email with tracking details.
②Which countries do you ship to?

The United States and European countries
③What to Do If There Is a Shipping Issue

Here are more specific situations that might arise, along with the recommended procedure:

1. Damaged or Defective Items Upon Arrival
   You receives the package, but the item(s) inside are visibly damaged, broken, or defective.
   （1）Handling Procedure:
   Immediate Contact: The customer must contact support at ec02@kerchangroup.com within 3 calendar days of the confirmed delivery date.
   （2）Evidence Required: The customer must provide clear photographic evidence of:
   The damaged item(s).
   The interior and exterior packaging (especially any signs of mishandling on the box).
   （3）Resolution: Upon verification, Gianna will offer a choice between a replacement shipment (if stock allows) or a full refund for the damaged item(s). The customer will generally not be required to return the damaged item unless explicitly requested for quality inspection.
2. Incorrect Item Received (Wrong Product Sent)
   The tracking shows delivery, and the package is intact, but the customer opened it to find the wrong product, wrong size, or wrong color was shipped.
   （1）Handling Procedure:
   Immediate Contact: The customer must contact support at ec02@kerchangroup.com within 7 calendar days of the delivery date.
   （2）Verification:
   The customer must provide the order number and details/photos of the incorrect item received versus what was ordered.
   （3）Resolution & Return:
   Gianna will immediately ship the correct item or issue a full refund, based on customer preference and stock availability.
3. Package Stuck in Transit / No Tracking Updates
   The package status hasn't updated (e.g., stuck on "In Transit" or "Customs Clearance") for a period exceeding the expected transit time plus 5 business days.
   （1）Handling Procedure:
   Customer Wait Period: The customer should wait an additional 3 business days after the estimated delivery date, as delays can occur during customs or local sorting.
   （2）Reporting: If there's still no update, the customer must email ec02@kerchangroup.com.
   （3）Investigation:
   We will initiate an inquiry with the specific shipping carrier on the customer's behalf. Alternatively, the customer may also contact the carrier directly using the tracking information provided in the order details.
   （4）Resolution:
   If the carrier confirms the package is lost after their internal investigation (which can take up to 10 business days), Gianna will process a full refund or re-shipment.
   If the package is still traceable but significantly delayed, Gianna will communicate the updated timeline to the customer.
4. Refusal of Delivery by Customer
   The customer actively refuses the delivery when the courier attempts delivery.
   Handling Procedure:
   （1）Handling Procedure:
   The package will typically be returned to the sender (overseas warehouse).
   Gianna will process your return; however, the original shipping costs will be borne by the customer.
   If the customer wishes to re-ship, they must cover the full cost of the new shipment.

Gianna reserves the right to make final determinations based on the specific circumstances of each case.

Our 30-Day Return Policy
We take pride in our products and want you to feel the same way. If you change your mind for any reason, you may return your order for a full refund within 30 days of receiving your shipment, provided you first request the return via email.
Please note that customized or made-to-order products are final sale and not eligible for return.
Return Eligibility Requirements
To qualify for a return, your item must meet the following conditions:

It must be in the same condition that you received it (unworn or unused).

It must have all tags attached and be in its original packaging.

You must provide the original receipt or proof of purchase.

The device must have been purchased directly from giannashop.com within the 30-day window. Please provide your order number for verification.
Non-Returnable Items & Warranty Exclusions:

Items excluded from our standard return policy or that void warranty coverage include, but are not limited to:

1. Opened hygiene-sensitive items (e.g., earphones/earbuds).
2. Digital content, subscriptions, or activation codes once accessed or redeemed.
3. Products missing original packaging, components, or having defaced serial numbers.
4. Damage resulting from misuse, accidents, water exposure, or use of unauthorized accessories.

How to Start a Return
To initiate a return, please contact our customer support team via Email. Items sent back to us without first requesting a return will not be accepted.
If your return is accepted, following inspection, we will advise on the appropriate resolution, which may include sent you new product or a full refund, as determined through mutual communication. Please note that you assume the risk of loss or damage during the return shipping process.
Refunds
Once you send your request email , please allow a few days, and the refund will be issued to your original payment method within 3–5 business days of you receiving our return shipping label. Please remember it can take some additional time for your bank or credit card company to process and post the refund.
If more than 7 business days have passed since we approved your return, please contact us via Email for an update.
Exchanges
To expedite receiving your desired item, you may communicate with us via email once your return is accepted, and we will then arrange for the shipment of a brand-new replacement item.
Third-Party Purchases
Products purchased from a third-party must be returned to that seller according to their store’s policy. Please contact that seller directly for assistance with your return.

Official Warranty & Benefit Program Summary (Gianna Products)

We offer two programs to extend the assurance for our customers:

Enhanced Benefit Programs

A. First Batch Purchase Extension

Customers who purchase during the designated First Batch promotion qualify for an additional one (1) year added to the standard limited replacement guarantee term, resulting in two (2) years of total coverage eligibility.

B. Subscription-Linked Coverage

Active, paid subscribers to the designated Gianna content service will enjoy extended hardware replacement coverage for the entire duration of their active subscription, up to a maximum of (3) years from the date of device registration. This coverage supersedes the standard term and is automatically deactivated if the subscription lapses.

Standard Replacement Guarantee & Eligibility

The Gianna One-Year Limited Replacement Guarantee covers defects in materials and workmanship for one (1) year from the date of product registration, provided the product is used according to the user manuals.

Eligibility: Replacement applies only to the original purchaser buying new or certified refurbished products directly from Giannalife.com.

Registration Requirement: Gianna Sana must be registered via their corresponding apps (Gianna Sana).

Exclusions: The replacement guarantee does not cover damage resulting from normal wear and tear, misuse, accident, abuse, or failure to follow instructions (including, but not limited to, water damage, dropping the product, or using non-Gianna power cords).

Replacement Claim Process

In summary: During the replacement guarantee period, you only need to submit your request via email, and we will arrange for a brand-new product to be shipped to you.

For US Customers: Please contact support via ec02@kerchangroup.com. Gianna will provide instructions regarding the defective unit based on the situation, but the focus is on issuing the replacement.

For Canada & EU Customers: Initiate the claim via our support team for product replacement arrangements.

Determination: Upon review, Gianna will replace the unit with new or refurbished stock. Replacement units carry no further guarantee.

You can download the Sana App by scan the QR code under the bottom of the device or on USER MANUAL or from our Website or from the Apple Store or Google Play storeand Android Store.