FAQs

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

Do you store my credit card details?
We never store any credit card details
Is the website secured?

GeneJack.com is certified Level 1 PCI DSS compliant. 

DISCOUNT CODES

Can I use multiple discount codes at the same time?

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.

How can I apply a discount code?

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

How can I track my shipment?

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

How can I pay?

We accept the following payment methods: Paypal, Visa, MasterCard, American Express, Discover, JCB & Apple pay

 

Do I pay in my credit card currency?

We currently accept payments in $USD.

 

Do I pay delivery Charges?

We offer free delivery for orders above certain amount depending on the shipping destination. Please visit the Shipping and Delivery page for more details.

 

CANCELLATIONS

I placed an order a while ago and want to cancel it, how can I do that?

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

Do you offer 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

What is the return window time?

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

 

What are 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.

 How can I return an item?

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

 

REFUNDS

How do I receive the refund?

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.

When will you process my refund?

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.

 

How long does it take to receive the refund?

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