Shipping Policy
Effective: November 28, 2025
1. Order Processing & Fulfillment
● Processing time: Orders ship within 2–3 business days (Mon–Fri, excluding U.S. holidays).
● Peak periods: During launches, promotions, or holidays, processing may extend to 3–5 business days.
● Order confirmation: You’ll receive an email confirmation after checkout and a separate email with tracking once your order departs our studio.
2. Changes & Cancellation Window
● We can modify or cancel an order within 60 minutes of purchase if it has not entered fulfillment.
● After that window, the order is locked for processing and cannot be changed or cancelled.
3. Shipping Methods & Rates
● Carriers: USPS and/or UPS (chosen based on speed, weight, and destination). ● Rates: Live carrier rates are shown at checkout.
● Free shipping: Free standard shipping on U.S. orders over [$X] (contiguous U.S. only). Adjust threshold as needed.
4. Packaging & Handling
● We ship using recyclable cushioning designed for glass. Please recycle or reuse your packing materials.
● Handle with care: Glass is breakable; store securely in bath or shower areas. ● Some natural separation or settling can occur—shake well before use.
5. Address Accuracy & Undeliverable Packages
● Please verify your shipping address at checkout.
● If a package is returned as undeliverable/incorrect address, we can re-ship to an updated address once we receive the parcel and collect a re-ship fee equal to the carrier cost.
6. PO Boxes, APO/FPO, and International
● PO Boxes/APO/FPO: We can ship via USPS where supported; certain items or weights may be restricted.
7. Split Shipments, Back-orders, Pre-orders
● We may split shipments to speed delivery at no additional shipping cost.
● If an item is on back-order or pre-order, the estimated ship date appears on the product page or at checkout.
8. Tracking, Missing, or “Delivered” but Not Received
● Tracking updates may take up to 24–48 hours to appear.
● If tracking shows “Delivered” but you can’t locate the package:
1. Check with household members/neighbors;
2. Look for a notice and check around porches or side doors;
3. Contact your local post office/UPS with the tracking number.
● We’re happy to assist with a carrier trace, but replacements for packages marked Delivered are not guaranteed.
9. Damaged Shipments
If your order arrives damaged in transit, we will reship the same item(s) at no cost. To qualify, email support@itsgenetiques.com within 48 hours of delivery with:
● Order number
● Photos of (1) the outer box, (2) inner packing, and (3) the damaged item(s) ● A brief description of the damage
If the exact item is out of stock, we’ll offer a store credit equal to the item value or a reship date when available. Please retain all packaging until your claim is resolved.
10. Weather, Holidays & Events
● Severe weather, carrier disruptions, and holidays can extend transit times. We’ll post updates on our site or send an email if widespread delays occur.
11. Title & Risk of Loss
● Title and risk of loss transfer to the customer when the package is tendered to the carrier. We’ll assist with claims as described above (see §9).
12. Sustainability Notes
● We are transitioning core SKUs to glass bottles with bamboo caps to reduce single-use plastic.
●Watch for Refill-Ready labeling as we expand refill options.