Shipping policy

This policy explains the shipping services, charges, delivery estimates and parcel-handling arrangements for purchases made through our US store. It forms part of our Website Terms and Conditions. The options, charges and estimates shown at checkout for your order take priority if they differ from the information below.

 

 

 

Shipping charges and free-shipping thresholds are applied as shown at checkout. Applicable sales tax may be added to the order total at checkout. Business days exclude weekends and US public holidays.

Delivery estimates

Delivery periods are estimates unless we expressly confirm a guaranteed delivery date. Carrier delays, severe weather, peak periods, public holidays and other circumstances outside our reasonable control may affect delivery. Tracking information will be provided where available.

Shipping delays

If we become aware that an order cannot be shipped within the timeframe stated when you placed it, we will provide an updated timeframe where reasonably possible. Where required by applicable law, we will ask whether you agree to the delay or would prefer to cancel the affected order for a refund.

Shipping addresses

Please ensure that the billing and shipping information entered at checkout is accurate and complete, including the recipient name, street address, apartment or suite number, city, state and ZIP code.

If you notice an error, contact helpdesk@igennus.com as soon as possible. We will make reasonable efforts to amend the address before the order is transferred to our fulfillment partner, but we cannot guarantee a change after that point. We may charge reasonable additional delivery or return costs caused by incorrect or incomplete address information, to the extent permitted by law.

Missed deliveries and undeliverable parcels

If no one is available to receive a parcel, the carrier may provide collection or re-delivery instructions. If delivery attempts are unsuccessful, the parcel is refused or unclaimed, or the address supplied is incorrect or incomplete, the parcel may be returned to us.

We can arrange reshipment after the parcel is returned, and additional shipping charges may apply. If you no longer want the order, we will refund the value of eligible returned products. Original shipping charges and any return shipping costs charged to us may be deducted from the refund, to the extent permitted by law.

Lost shipments

A US shipment may be treated as potentially lost if it has not been delivered within 10 business days after dispatch. Please report a missing shipment to helpdesk@igennus.com as soon as possible and preferably within 20 calendar days after dispatch so that we can raise a timely carrier investigation.

We will investigate with the carrier and arrange an appropriate replacement or refund for a parcel confirmed as lost in transit. The requested reporting period helps us investigate promptly and does not remove or shorten any rights available to you under applicable law.

Returns and refunds

Looking to return an item or request a refund? Please see our Returns and Refunds Policy for information about order cancellations, return eligibility, return instructions and refunds.