What if the order is lost in the mail?

For any packages lost in transit, all claims must be submitted within 7 days after the estimated delivery date.

What if the recipient's address was wrong?

Usually, the package is sent back to the return address. We may ask for your help by confirming that the shipping address was correct. It would also be helpful to double check with your local post office to try and locate the lost order.  We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

How do I report a problem with my order?

For damage or defects please contact info@genesizze.shop and a replacement of the same item will be reissued within 14 days.   We will continue to provide updates to our customers in reference to any shipping delays.  We require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.

How do I handle refund?  

Genesizze.shop has a no refund policy, we only offer exchanges for defective or damaged items.   

How long do I have to submit a claim for a return/exchange?

What happens if a package wasn't delivered but tracking states that it was?

There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address.  please reach out to the carrier and inquire if any additional details were left by the delivery person. 

Orders returned to sender?

Package unclaimed or refused/returned by customers  will be returned to the sender. We will contact you to see how you would like to proceed,  for an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that were unclaimed by customs, and returned by customer, or had an incorrect address originally provided by customer.