Thank you for shopping at Hi-Genie. This Shipping & Returns Policy explains where we ship, how orders are delivered, and how returns, refunds, and exchanges are handled.
Last Updated: August 11, 2026
Shipping Policy
Shipping Locations
We currently ship to addresses within the United States only. We do not offer international shipping. All orders are shipped from our US warehouse in Wingdale, New York. Hi-Genie is operated by HI-GENIE PTY LTD (ABN 69 640 188 441), 2 Menzies St, Box Hill VIC 3128, Australia.
Order Processing
Orders are typically processed within 1–2 business days. Orders placed on weekends or public holidays will be processed on the next business day.
Shipping Methods
We select a suitable tracked carrier based on the destination, package, and available service. The carrier and tracking information will be provided in your shipping confirmation email.
Estimated Delivery Time
Standard delivery usually takes 7–15 business days after dispatch. Delivery times are estimates and are not guaranteed.
Shipping Costs
- 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 will be displayed at checkout before payment.
Shipping Address
Customers are responsible for providing a complete and accurate shipping address. Please contact us promptly if an address needs to be changed. Address changes cannot be guaranteed once an order has entered processing or has shipped.
Order Tracking
When your order ships, we will send a confirmation email containing available carrier and tracking information. Tracking updates may take up to 48 hours to appear.
Shipping Delays and Missing Packages
Carrier delays may occur due to weather, high shipping volume, service interruptions, or other circumstances outside our control. If tracking shows no movement, please allow 48 hours for an update before contacting us.
If a package appears lost, contact us through our Contact Us page. We will work with the carrier to investigate. If the carrier confirms that the shipment is lost, we will offer a replacement or refund as appropriate.
Order Changes and Cancellations
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 are not guaranteed after processing starts. Shipped orders cannot be cancelled.
Return & Refund Policy
Return Window
You may request a return within 30 calendar days of confirmed delivery.
Return Eligibility
To qualify for a return, the item must be unused, unopened, in its original condition, and returned with its original packaging, labels, accessories, and included materials. An order number or other proof of purchase is required.
Non-Returnable Items
For health, hygiene, and safety reasons, we cannot accept returns of opened or used personal-care items, products with a broken hygiene seal, opened consumable products, or products damaged through misuse or normal wear. These exclusions do not limit your rights when an item arrives damaged, defective, or incorrect.
Damaged, Defective, or Incorrect Items
Please contact us within 7 calendar days of delivery if your item arrives damaged, defective, or incorrect. Include your order number, a description of the issue, and clear photos. When the issue is confirmed, Hi-Genie will cover the reasonable return cost and provide a replacement or refund as appropriate.
How to Start a Return
Submit a request through our Contact Us page and 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.
Return Address
The correct return address and instructions will be supplied after your return is approved. Do not send a return to our business address unless we specifically instruct you to do so, as return locations may vary.
Return Shipping Costs
Customers are responsible for return shipping costs for change-of-mind returns, and we do not provide prepaid labels for those 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.
Restocking Fees
We do not charge restocking fees.
Refunds
After receiving and inspecting your return, we will notify you of the outcome. Approved refunds will be issued to the original payment method within 5–7 business days. Your bank or payment provider may require additional time to post the credit. A refund may be reduced or declined when the returned item does not meet the eligibility requirements, subject to applicable law.
Exchanges
We do not process direct exchanges. To obtain another item, return the eligible original item and place a new order.
Customer Support
For shipping or return assistance, contact us through our Contact Us page. We aim to reply within one business day.
HI-GENIE PTY LTD (ABN 69 640 188 441)
Business address: 2 Menzies St, Box Hill VIC 3128, Australia
US warehouse & returns: 1508 NY-22, Wingdale, NY 12594, United States
Phone: +1 (929) 322-8655
Email: info@higenie-life.com
Business hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time