Order Support

New Order

Make Your Payment

Order Tracking

Shipping Process

Return, Refund, and Replacement Policy

New Order

You may send a new order in one of the following ways (we do not accept orders by phone):

1. Place your order directly on our website.

2. Email your Purchase Order to info@arcegen.com (United States) or overseas@yeasen.com (other countries).

3. If you do not have a PO and will pay using a credit card, please email info@arcegen.com. Please be sure to include your billing and shipping addresses, catalog numbers and/or quote number (if applicable), reference number, and your contact information. Our customer service team will call to obtain the credit card information.

Note: If you have any other questions about our products, you can contact us in these three ways: 1. Directly leave a message on our website; 2. Send an email to info@arcegen.com (United States) or overseas@yeasen.com (other areas) ; 3. Directly call +1 2404726069 (United States) or +86-027-65528241(other countries).

 

The following information must be included in each order:

• Purchase order number
• Yeasen catalog number(s)
• Billing and Shipping Addresses

You will receive a separate Sales Order Confirmation within 24 hours when you submit your order.

Make Your Payment

We will send you an invoice after receiving your order. We accept multiple ways of payment.

1. In the United States

An invoice will be sent to you through email, and you can pay by debit card and credit card according to the invoice. We support diverse types of credit cards, such as Apple Pay, visa, master, American Express, etc.

2. In other countries

You can only pay by Wire Transfer according to the invoice. 

Note: Wire Transfer Fees should be paid by customers

Order Tracking

To request order status, please directly email info@arcegen.com (United States) or overseas@yeasen.com (other countries). You must have the catalog# and/or Sales Order No. available.

Shipping Process

Once your products are ready to be shipped, the tracking number will be sent to your email and you can follow up the express process.

Return,Refund and Replacement Policy

This policy only applies to products that are sold directly from Yeasen to the international market, excluding China.

1. Products you no longer want before shipping

If items are ordered incorrectly, you may remove the items from your order and request a refund within 3 calendar days from the day you place the order, which will be subjected to a 20% return charge on the items plus any handling and packaging costs.

Note: Once incorrectly ordered items have been shipped out, Yeasen does not permit refunds for them.

2. Products damaged or defective
If an item arrives damaged or defective, please contact us within 5 calendar days from the date of receipt so we can correct this problem immediately.

3. Products sent to you in error

If you receive an incorrect item, please contact Yeasen within 5 calendar days from the date of receipt of the item. Please keep the item in the original packaging and store it according to the instructions in the manual. We will get back to you promptly and make sure you receive the correct product at the earliest time.

4. Products not working as expected

If a product does not perform as described in the manual please inform us within 1 month from the delivery. Our technical support will examine the details of your protocol to determine the causes of the problem. For protocol problems, we will give you professional advice. For product problems, we will resend another item or offer a refund.

 

For any other questions, please contact us by phone or email.

In the United States

209 Perry Pkwy, Suite 13, Gaithersburg, MD 20877

Tel: +1 2404726069

Email: info@arcegen.com

In other countries (excluding China)

East Lake New Technology Development Zone, Wuhan, 430075

Tel: +86-027-65528241

Email: overseas@yeasen.com