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Shipment Processing Time

We ship directly from multiple warehouses as soon as the order is processed. 

If we are experiencing a high volume of orders, shipments may be delayed by a couple of days. Therefore, please allow additional days in transit for delivery. In rare cases, if there will be a significant delay in the shipment of your order, we will contact you via email or telephone.

Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout.

* US 2-15 Business Days

Delivery delays can occasionally occur (natural disasters, pandemics, situations out of the seller’s control). 

Shipment Confirmation & Order tracking

A tracking number will be added to your order details as soon as they are available. You will be notified via email so that you can keep track of the delivery status every step of the way.

Important message about the worldwide COVID-19 situation:

On behalf of everyone at Exagenesis, our hearts go out to all those impacted by COVID-19. As always we are focused on the health and safety of our employees, and customers. We are a small family-owned business and we are shipping orders normally. Please be assured that as individuals we are all practicing social distancing, frequently washing our hands, frequently sanitizing our equipment, and making sure the products we ship are clean and safe.

Due to these security measures, which currently take place everywhere internationally at all companies, there may sometimes be delays in the delivery of our packages. We guarantee that you will receive your parcel – but if your parcel is affected by a delay, we kindly ask for your understanding.

Customs, Duties, and Taxes

Exagenesis, LLC is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

If a package is returned to us due to unpaid customs, taxes, or return to the sender, we will refund the cost of the product and retain the shipping charges. 

Damages

If you receive damaged merchandise, please Contact Us right away, and we will work with you to resolve the issue, such as with a replacement or refund.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us using our Contact Us page. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question using our Contact Us page. 

Damages and Issues With Your Product

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right for you. 

Exceptions / Non-returnable Items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Exchanges / Replacements

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.