How can We help?

We’ve compiled a list of our most commonly asked questions to give you an answer faster. If there’s anything you can’t find here, you can contact us and we’ll get you sorted!

Security

We never store any credit card details

GeneJack.com is certified Level 1 PCI DSS compliant. 

Discount Codes

Nope, only one discount code can be used during checkout so use the one with highest discount rate and save the other for another purchase.

Once you click “Checkout”, you will be directed to the “Cart page”. Expand “Order Summary” section, enter the discount code and click “Apply”. There could be an automatic discount code applied, if you enter a new discount code this will override the existing one. 

Shipping & Delivery

It’s very easy, once you place an order we send you “Order Confirmation” email with the order number, and once we ship it we send another email “Shipping Confirmation” with the tracking details. That email contains tracking button/link, courier name and Airway Bill number.

If you have Genejack account, you can also log into your account through the online store, check out the order status against your order. If the order has been fulfilled, click onto the order information & you can find your tracking information here. 

Notes:

-We usually take 24-48 hours to update tracking details

Orders are processed 5 days a week Sunday - Thursday, except UAE & International Public Holidays.

-Shipments delivered same day will not have tracking number.

Payments

We accept the following payment methods: Visa, MasterCard, American Express, Discover JCB, Diners Club

(Soon) Apple Pay & Google Pay

We accept payments in these currencies: USD, AUD, GBP, CAD, DKK, EUR, HKD, JPY.

If your credit currency is not listed above then we will charge you in USD.

We offer free delivery for orders above certain amount depending on the shipping destination.

Cancellations

Cancellation means you placed and order and want to cancel it before it is delivered to you

Please inform us immediately by completing the contact us form or sending an email to  support@genejack.com with the order details.

In situations when you place an order and for any reason decide to cancel it before it is delivered to you, if the order was not out for delivery already, we will cancel the order and refund the amount in full. If the order was already dispatched with the courier, then please follow the return process.

Exchanges

Unfortunately, we currently don't offer exchanges. Returns have proven to be a more efficient process, please follow the return process and make a new order for the desired item. 

Returns

We offer a generous 30 days return window, no questions asked. However, the item must meet the return conditions.

In order to qualify for a refund, all items (including promotional gift items accompanying the Order) must be returned within 30 days of the purchase date with the following conditions:

-Items must be in their original packaging and with all brand and product labels/tags/instructions still attached. Please take care to preserve the condition of any product packaging. Our representatives may ask to inspect returned items at the point of collection (where applicable) but that initial inspection does not constitute a guarantee of your eligibility for a full refund.

-Items must be unworn, unwashed and unused.

Please visit the "Return"page and complete the return form. One of our representitives will take care of you.

Refunds

Your refund will be processed via the following methods:

-Credit Card payments are refunded back to the card used in the purchase.

-Cash on Delivery payments are refunded as store credit.

-PayPal payments are refunded to your PayPal account.

All refunds will be processed within 14 days of receipt of the returned product by Us and an email confirmation will be sent to you once done.

Refunds should reach your account within three weeks from the date we process your refund.