Shipping policy

Delivery estimates

Delivery periods are estimates unless we expressly agree a guaranteed date. Customs clearance, local delivery conditions and events outside our reasonable control may cause delays. Unless we agree otherwise with you, we will deliver without undue delay and no later than 30 days after the contract is made. If we become aware of a material delay, we will contact you where reasonably possible. Your legal rights are unaffected.

Shipping addresses

Please ensure the billing and shipping information you provide at checkout is accurate and complete, including the house number or name, street, city, postcode, and country. If you notice an error, contact support@igennus.com as soon as possible. We will make reasonable efforts to amend the address before dispatch but cannot guarantee a change after the order has been transferred to our fulfilment partner. We may charge reasonable additional delivery or return costs caused by incorrect address information.

International Deliveries

Orders shipped to destinations outside the UK and Europe are sent on a Delivered Duty Unpaid (DDU) basis. This means that any import duties, taxes, customs clearance fees, inspection costs or other charges imposed by the destination country are the responsibility of the recipient.

Shipping charges are calculated at checkout based on the destination and the weight of your order. These charges do not include any import duties, taxes or customs-related fees.

You are responsible for checking whether the products may lawfully be imported into the destination country. Food supplements may be classified differently between countries. Customs-clearance times and decisions may vary and are outside our control. While we work closely with our shipping partners to ensure timely delivery, we cannot be held responsible for delays caused by customs inspections, processing, or other import procedures.

Commercial invoice
For orders shipped outside the UK, USA and Europe, a commercial invoice will be attached to the shipment. This document provides customs authorities with details of the contents and declared value of the parcel.

Refused deliveries and unpaid customs charges
If a shipment is refused by the recipient, or returned due to unpaid customs duties, taxes or clearance fees, any costs incurred in returning the shipment to us may be deducted from any refund issued.

Missed Deliveries and Undeliverable Parcels

If no one is available to receive the parcel, the carrier may provide collection or re-delivery instructions. If the parcel is refused, is not collected, or cannot be delivered because the address supplied was incorrect or incomplete, it may be returned to us. We can arrange reshipment and may charge the reasonable additional shipping cost. If you no longer want the order, we will process any cancellation or refund in accordance with your legal rights and the cancellation section below.

We will arrange a replacement or refund for parcels confirmed as lost in transit.

A shipment may be considered lost if it has not been delivered within:

UK: 10 business days from dispatch
USA: 10 business days from dispatch
Europe (courier): 15 business days from dispatch
Europe (postal service): 25 business days from dispatch
Rest of World: 25 business days from dispatch

To be eligible for a replacement or refund, missing shipments must be reported within:

20 calendar days of dispatch for UK, USA and Europe orders
30 calendar days of dispatch for Rest of World orders

If you believe your parcel may be lost, please contact us as soon as possible at support@igennus.com.