Shipping&Returns

SHIPPING
Our transportation partners do not process orders on the weekend. Therefore, if you place an order after 5 p.m. EST on Friday, you may experience a delay between your order shipped confirmation email and the actual shipment of your order. 
Alaska and Hawaii Shipping to Alaska and Hawaii may require an additional one to two days.  

DELIVERY ORDERS 
If we are unable to send out your order for any reason we will contact you by email or telephone as soon as possible. 

ORDERS PLACED IN ERROR
A 15% charge will be made to cover costs incurred for any orders placed in error or chargebacks made in error. 

DELIVERY TIMES

Normally, once dispatched, your order will arrive in 3-7 working days. You should receive an Airway bill number so you can track your delivery – to ensure smooth delivery please track and contact the courier if you see a problem. If we are unable to deliver or the delivery will be delayed by us for any reason, we will notify you by e-mail as soon as possible. 

NON DELIVERY
We must be informed of non-deliver as soon as possible so that we can make inquiries with our carriers.  As a guide, if you haven't received your order within 10 days then please contact us. 

RETURNS 
Genetrix stands behind the quality of our merchandise. We want all our customers to be completely satisfied with our products and if there appears to be a problem with a product purchased from our online store, please call or email us so that we may assist you. A return merchandise authorization (RMA) is required for all returns. You can request an RMA online by sending an email to: sales@genetrixus.com or by contacting one of our customer service representatives at (888) 250-7962. Returns can only be requested within 30 days of the product shipment date plus a 15% restocking fee will be applied. Shipping costs will not be refunded.  When you receive your order, always keep the paperwork that is included with it in case you wish to return or exchange an item. Also, save any emails you receive about your order, as they may provide important information.  If a product is supplied in error, is incomplete or damaged, please notify us via the contact page or email us as soon as possible.
If you are not satisfied with any product you have purchased from us, you may return the product to us and obtain a refund of the price of the returned product (less the cost of delivery) if you contact us within 7 working days. In this case, products returned must be new, unmarked and in the original packaging to obtain a refund. Any delivery charges paid by us will be deducted from the refund payment. The customer will be responsible for all return shipping costs.   Please be sure to ship the package with a carrier that can provide tracking and insurance.  Genetrix cannot replace packages lost during return shipment if proof of tracking is unavailable.

Defective Returns
If the item you wish to return is inoperable but has no apparent damage, it is considered defective. If you receive defective merchandise, please call (888) 250-7962 for assistance. 

Damaged Returns
Damaged merchandise includes items that have been damaged in shipping. If a shipment arrives at your door with obvious shipping damage, please refuse the delivery.  If you have already accepted delivery and then find shipping damage, please call the merchant shipper immediately. You'll find contact information for the merchant shipper in the product box.  If you receive damaged merchandise, please save all packaging material and paperwork -- do not throw anything away! If you attempt to return the merchandise yourself without our prior authorization, you may not receive credit for the return.