FAQ

You are required to thoroughly inspect all merchandise for any shipping errors upon the receipt of goods. We require notification of any order errors or discrepancies be made within 3 days from the date that the merchandise was received. If we find that an error was made in your order, will make the appropriate exchange, but no refund will be issued.

Orders may not be cancelled after they are placed. You can contact us to request to return your merchandise within 7 days of ordering. No cancellations are allowed for special orders.

All orders placed and shipped within the United States are eligible for free shipping. Standard shipping orders are shipped in 7-14 BUSINESS DAYS. Business days do not include weekends or holidays. All United States standard shipping orders will be shipped via USPS. Please call to place International, APO orders or rush orders. Shipping charges will apply to all international orders.

**Due to any high volume of orders, shipping times may vary. You may check on the status of your order by e-mailing us at sales@cecosmetics.com.

Your e-mail should include your full name, shipping address and order confirmation number.

**STANDARD SHIPPING ORDERS ARE NOT GUARANTEED TO BE SHIPPED ON A CERTAIN DATE.

In the event merchandise is received damaged due to shipping, contact your local post office and fill out a damaged merchandise claim form. Then request to return the merchandise to Genus at no cost. Contact our office upon receipt of the damaged merchandise, so that we can document the claim in our records.We will ship your replacement product once the damaged merchandise has been received.

On very rare occasions, merchandise is lost in transit by the United States Postal Service. In this circumstance, Genus is not responsible for the lost product(s).

Lost, late or delayed deliveries complaints should be addressed to the United States Postal Service.

Prior to returning merchandise to Genus, you must contact us for preauthourization within 7 days from receipt of the merchandise. You must call or e-mail Genus and receive a RMA # that must be prominently recorded on the outside of the packaging or box near the shipping label. A copy of the packing slip or invoice must accompany all returns, with a note stating your exchange. The returned merchandise must be contained in its original box and the tags must be attached. The customer is responsible for the cost of shipping the returned merchandise, and Genus will pay for any return shipment back to the customer.

We highly recommend that all customers insure returned merchandise for loss protection purposes. Genus will not be responsible for any exchanged merchandise that is lost in transit. Genus fully reserves all rights to refuse any exchanges if the product appears to be altered, damaged or used in any way.

Returns accepted after 7 days will be subject to a 30% restocking fee.