FAQ

 

Should I expect delays with processing and delivery times due to Covid-19?

Yes, sadly, like many other ecommerce businesses at the moment, we are experiencing some delays with shipping times. We are experiencing delays of 5-7 days in many cases, however we cannot guarantee that the delay will not exceed that timeframe. We appreciate your understanding. We can still provide you with a tracking number to track your item. We are trying our very best to provide the fastest shipping option for our customers, whilst also maintaining our free shipping offer during these times, even with the dramatic increase in shipping costs. We thank you for your patience and understanding.

If you are concerned about your order, please email us info@shopgogenie.com and we will be happy to assist.

When will my order arrive?

Orders can take up to 3 days to be processed. Typically, your item should arrive within 2 weeks of being shipped. Products are dispatched from warehouses in various locations, which can also effect delivery times. We are currently shipping a large number of our items from our warehouses in Australia and USA. Customers in these locations can expect items from these warehouses to arrive within 1-2 weeks. 

However, sometimes delays happen for reasons beyond our control, (i.e holidays, weather, natural disasters etc) and for this reason we cannot guarantee a delivery date within the above timeframe. If your item is taking longer than expected to arrive, please give us a shout at info@shopgogenie.com so we can look into the problem for you.

Where does my order ship from?

The warehouses are spread across Australia, USA and Asia. What we will do is ship the product from the warehouse closest to you. If you have ordered more than one item, that may mean you don't receive the items together depending on where they are shipping from. We offer free shipping for all of our items.

 Will I receive a tracking number?

Absolutely! Once your item has been shipped, you will receive an email with the tracking number. Simply go to the "Track My Order" tab on our main menu, and enter your tracking number to see where your item is in the shipping process.

Can I cancel my order?

Yes, no drama's! You can cancel your order within 24 hours. Outside of this timeframe, it will depend if the order has been shipped or not. Please send us an email and we will check for you.

My item has arrived damaged/faulty - what should I do?

Woah! Sorry about that. Please email us at info@shopgogenie.com, with your order number and  a picture of the damaged/faulty item. We will send you a new product, free of charge of course.

Will you refund my item if I am not satisfied?

Yes :) providing the item has not been used, is in the same condition that you received it, and within 30 days of purchase. Simply email us at info@shopgogenie.com stating your order number and reason for return, and we will get back to you with the next steps.