These FAQs provide a convenient summary of common questions. For complete terms, please review the applicable store policy linked on the Hi-Genie website.
Shipping
How much is shipping?
Orders under $50 have a flat shipping fee of $4.90. Orders of $50 or more qualify for free standard shipping. The final shipping charge is displayed at checkout before payment.
Where do you ship?
We currently ship to addresses within the United States only. We do not offer international shipping.
Where do orders ship from?
Orders are shipped from the United States. Product pages may also display the shipping origin when available.
How long does order processing take?
Orders are normally processed within 1–2 business days. Orders placed on weekends or public holidays will be processed on the next business day.
How long will delivery take?
Standard delivery within the United States usually takes 7–15 business days after dispatch. Delivery times are estimates and are not guaranteed. Carrier delays, weather, high shipping volume, or service interruptions may affect delivery.
How do I track my order?
Available carrier and tracking information will be included in your shipping confirmation email. Tracking updates may take up to 48 hours to appear. Registered customers may also review their orders by signing in to their account.
My tracking says delivered, but my package has not arrived. What should I do?
Check with other members of your household, nearby delivery locations, and any usual safe places. Please allow up to 48 hours because carriers occasionally mark packages as delivered before the final handoff. If the package still has not arrived, contact us. We will work with the carrier to investigate and, if the shipment is confirmed lost, offer a replacement or refund as appropriate.
Orders and Payment
What payment methods do you accept?
We accept the payment methods displayed during checkout. Available options may depend on your device and location. Please review our Payment Policy for more information.
What currency are prices shown in?
Prices and charges are displayed in U.S. dollars unless the website clearly indicates otherwise. Any currency conversion performed by a bank or payment provider may be subject to its own exchange rate or fees.
When will I be charged?
Payment is authorized or collected when you submit your order, according to the payment method selected at checkout. You will have an opportunity to review the order total before completing payment.
Can I change or cancel my order?
Contact us as soon as possible if you need to change or cancel an order. We will make reasonable efforts to help before fulfilment begins, but changes and cancellations cannot be guaranteed once processing has started. Shipped orders cannot be cancelled.
Why was my payment declined?
A payment may be declined by the card issuer or payment provider for reasons such as incorrect billing information, insufficient funds, security checks, or card restrictions. Please confirm your details or contact your bank. Hi-Genie does not receive the reason for every declined payment.
Returns and Refunds
What is your return policy?
You may request a return within 30 calendar days of confirmed delivery. Eligible items must be unused, unopened, in their original condition, and returned with their original packaging, labels, accessories, and included materials. An order number or other proof of purchase is required.
Can I return an opened skincare or personal-care product?
For health, hygiene, and safety reasons, opened or used personal-care products, items with a broken hygiene seal, and opened consumable products cannot normally be returned. This restriction does not limit your rights when an item arrives damaged, defective, or incorrect.
How do I start a return?
Submit a request through our Contact Us page. Include your order number, the item you wish to return, the reason for the return, and photos when relevant. Returns must be authorized before they are sent. We will provide the correct return address and instructions after approval.
Who pays for return shipping?
Customers are responsible for return shipping costs for change-of-mind returns. Hi-Genie will cover reasonable return shipping costs when the return results from our error, including damaged, defective, or incorrect items. Original shipping charges are non-refundable unless the return resulted from our error.
Do you charge a restocking fee?
No. Hi-Genie does not charge restocking fees.
How long do refunds take?
After receiving and inspecting your return, we will notify you of the outcome. Approved refunds are issued to the original payment method within 5–7 business days. Your bank or payment provider may require additional time to post the credit.
Can I exchange an item?
We do not process direct exchanges. To obtain another item, return the eligible original item and place a new order.
My item arrived damaged, defective, or incorrect. What should I do?
Contact us within 7 calendar days of delivery. Include your order number, a description of the issue, and clear photos. When the issue is confirmed, we will cover the reasonable return cost and provide a replacement or refund as appropriate.
Products
Are your products genuine?
We take product authenticity seriously and work to source products through reliable supply channels. If you have a question about a particular item, please contact us before ordering.
Where can I find product ingredients, materials, or directions?
Available ingredients, materials, specifications, package contents, directions, and warnings are shown on the relevant product page or product packaging. Always review the product label before use.
Is product information medical advice?
No. Product information on Hi-Genie is provided for general informational purposes and is not a substitute for professional medical advice, diagnosis, or treatment. Use products only as directed and consult a qualified health professional when appropriate.
Do products include a warranty?
Manufacturer warranty coverage, when available, may vary by product. Your rights under our return policy are separate from any manufacturer warranty. Contact us if you have a question about a specific product.
Account, Privacy, and Support
Do I need an account to place an order?
You may use the checkout options made available on the website. Creating an account can make it easier to review order information and manage future purchases.
How is my personal information handled?
We collect and use personal information as described in our Privacy Policy, including information needed to process orders, provide support, prevent fraud, and operate the website.
How can I contact Hi-Genie?
Use the Contact Us page for the fastest assistance. We aim to reply within one business day. You may also call +1 (929) 322-8655 during business hours, Monday–Friday, 9:00 AM–5:00 PM Eastern Time.
Where can I find the complete store policies?
The website footer provides links to our Shipping & Returns, Payment Policy, Privacy Policy, Terms of Service, and Contact Us pages. Please review the applicable full policy for complete details.
Still Need Help?
Contact us and include your order number when asking about an existing order so we can assist you efficiently.
Last Updated: August 12, 2026