Shipping Policy

At Genlabs, we are committed to processing and shipping your order as quickly, securely, and discreetly as possible. This Shipping Policy explains our order processing times, shipping charges, delivery estimates, tracking procedures, and other important shipping information.

Order Processing

Orders are processed after payment has been successfully received and confirmed.

Most orders are prepared and dispatched within 24 hours of payment confirmation. Orders placed during weekends, public holidays, or periods of high order volume may require additional processing time.

Please note that order processing time is separate from the estimated delivery time.

Shipping Origin

All orders are shipped from the United States.

Shipping Destinations

We currently ship throughout the United States and offer international shipping to many countries.

International shipping availability may depend on your destination, local import restrictions, carrier availability, and applicable laws or regulations.

Shipping Charges

Shipping charges are applied as follows:

United States: Flat-rate shipping fee of $20 USD
International Orders: Shipping charges are calculated at checkout based on the destination country and available shipping method

Any customs duties, import taxes, handling fees, or other charges imposed by the destination country are the responsibility of the customer unless otherwise stated during checkout.

Estimated Delivery Times

Once your order has been dispatched, the estimated delivery times are:

United States: Approximately 2–5 business days
International Orders: Delivery times vary depending on the destination, customs clearance, and local courier services

Delivery estimates are provided for guidance only and are not guaranteed. Delays may occur due to circumstances beyond our control, including carrier disruptions, severe weather, public holidays, customs inspections, or local delivery issues.

Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number or tracking link.

Tracking information may take several hours, and in some cases up to 24–48 hours, to become active after the package has been scanned by the shipping carrier.

Customers are responsible for monitoring their tracking information and ensuring that someone is available to receive the package when required.

Discreet Packaging

All Genlabs orders are shipped in plain and discreet packaging.

The outer packaging does not display product names or unnecessary branding, helping protect your privacy and keep the contents of your order confidential.

Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If you notice an error in your shipping information, please contact our support team immediately. We may be able to update the address only if the order has not yet been processed or shipped.

Once an order has been dispatched, the shipping address cannot be changed.

Genlabs is not responsible for delays, failed deliveries, returned packages, or lost shipments caused by an incorrect or incomplete address provided by the customer. Additional shipping charges may apply if an order must be reshipped.

Shipping Delays

Although we aim to process and dispatch all orders promptly, occasional delays may occur due to:

High order volumes
Payment verification
Carrier service disruptions
Severe weather conditions
Customs clearance
International shipping restrictions
Public holidays
Incorrect or incomplete shipping details

We appreciate your patience and understanding if your shipment is affected by circumstances outside our reasonable control.

Customs, Duties, and Import Restrictions

International customers are responsible for ensuring that the products they order can legally be imported into their country.

Customs authorities may inspect, delay, hold, reject, or return international shipments. Genlabs does not control customs procedures and cannot guarantee that an international shipment will clear customs within a specific timeframe.

The customer is responsible for any customs duties, import taxes, brokerage fees, or additional charges applied by local authorities or shipping carriers.

Genlabs is not responsible for shipments delayed, refused, seized, or returned due to local customs regulations, import restrictions, or the customer’s failure to pay applicable duties or taxes.

Lost, Delayed, or Stalled Shipments

If your tracking information has not been updated for 6–7 business days, please contact our customer support team.

We will review the available tracking information and, where appropriate, contact the shipping carrier to request an investigation.

Carrier investigations may take additional time, and Genlabs cannot guarantee the outcome or processing time of an investigation conducted by a third-party shipping provider.

Delivered but Not Received

If tracking shows that your package has been delivered but you cannot locate it, please:

Check around your delivery location.
Ask household members, neighbors, building staff, or reception personnel.
Contact the shipping carrier for additional delivery details.
Contact our support team if the package still cannot be located.

Genlabs is not responsible for packages that are lost or stolen after the shipping carrier has confirmed successful delivery to the address provided during checkout.

Returned or Undeliverable Packages

A shipment may be returned to us because of an incorrect address, failed delivery attempts, refusal of delivery, unpaid customs charges, or other circumstances outside our control.

If a package is returned, we will contact you to discuss the available options. Additional shipping fees may be required before the order can be shipped again.

Original shipping charges are non-refundable unless the return resulted from an error made by Genlabs.

Need Assistance?

For questions regarding shipping, delivery, tracking, or your order, please contact our customer support team through the Contact Us page or email us at:

[email protected]