FAQs
I Have a Question about:

MY BE GENKI ORDER

Can I check the shipping status of my order?
To track the location and status of your Be genki order, head to your Genki Account, select ‘Check My Order Status’ and follow the prompts. Easy as pie, yum.

Can I change or cancel my order? If your order has begun processing, unfortunately you won’t be able to make any changes. Unless you have the power to turn back time (like Cher). However, if you’re quick on the keyboard then head to your Genki Account, select ‘Change or Cancel My Order’ and follow the prompts.

My order never arrived.
Let’s see if we can find it then. We dispatch our orders with Australia Post’s Express Service, which is next day delivery. But sometimes life gets in the way to slow it down. Check its location using your tracking number on Australia Post’s tracking site. You can find the tracking number in your ‘shipped’ email. If you can’t still can’t it, send an email to sam@begenki.com and she’ll get to the bottom of it.

Can I return my product?
If you need to return your item and it ticks the right boxes in our return policy then email sam@begenki.com explaining the situation. Don’t know if you’re eligible? You can read our return policy below:
“Any unused product(s) may be returned within 7 days of delivery. Please note, returned product(s) MUST be in original condition, in their original packaging. We cannot accept returns of opened or used product(s), returned product(s) damaged in transit (so please pack your returned goods properly), or product(s) received more than 7 days after delivery date. Shipping and handling costs are not refundable. To begin the process of returning product(s) please email sam@begenki.com with the reason why you would like to return the product(s) and we will provide you with a RETURN PROCESSING NUMBER and the next steps. Please do not send product(s) back to our warehouse without a RETURN PROCESSING NUMBER.” For more, see our full Terms & Conditions.

Oops, I received the wrong item.
Not yours? Email sam@begenki.com within 24 hours of receiving the product and tell her what’s happened.

I’m missing part of my order. Help, please.
Email sam@begenki.com within 24 hours of receiving your parcel and she’ll work her magic to see what happened.

How long will it take to process my order?

We process all orders within 24 hours, dispatching them from our Sydney (Australia) warehouse on weekdays. If you placed your order after 11am on a Friday or on a weekend, we will dispatch your order first thing on Monday. We like weekends, too.


MY BE GENKI ACCOUNT

How do I create myself an awesome Be genki account?
Just click here. This link will take you to our accounts page. Simply click start then follow the prompts.
Please note: We never reveal or sell your information to any one or any company. It’s private for a reason. You can read our Privacy Policy for more details.

How can I change my account details?

Head to your Genki Account, locate your ‘Personal Stuff’ then select what you want to change. There are limitations though. Like you can’t change your salary, parents or hair colour here. We’re powerful but we’re not that kind of powerful.

I forgot my password. What do I do?
We've all been there, it happens. Click on your Genki Account. Look for the link ‘Forgot Your Password?’ under the login box. We will then send you an email with your password. Problem solved.


AUSTRALIAN SHIPPING & INTERNATIONAL SHIPPING

Do you ship to my country?

We currently ship to Australia, USA, Canada and New Zealand. Sorry if you’re outside that zone, but don’t worry, we’re working on it and will start shipping to the EU soon.

How much does shipping cost?
If you live Down Under, shipping is free for orders $75 and over. Otherwise, we charge a flat rate of $9.50 to pick, pack and post your order using Australia Post’s Express Post service, with exception to candles which we ship via Australia Post’s Registered Post service.
Live overseas? We charge a $30 flat fee for New Zealand, and $45 to post to Canada and the USA.

How long will it take for my order to arrive? Do You Live in Australia? We use Express Post, which is a next day delivery service if you live in a capital city within Australia Post’s specified zones. You can check that here. If you life regional and rural, it may take 1-2 extra business days.
Do You Live in New Zealand? We send your Be genki orders via Pack & Track International Post. Expect it within 3-10 days.

When will you ship my order?
We dispatch all orders from our Sydney (Australia) warehouse within 24 hours on weekdays. If you placed your order after 11am on a Friday or on a weekend, we will post your order first thing on Monday. Remember, good things take time.


PAYMENT & BILLING

What payment methods do you accept?
You can use VISA, MASTERCARD or PAYPAL to purchase Be genki products. If you would prefer to pay by DIRECT BANK DEPOSIT or CHEQUE, please email sam@begenki.com for more details. Sadly, we don’t take payment in hugs or choc chip cookies. Please note that we will ship your order once we have received payment.

I’m unsure about one of my payments.
Something not adding up? Head to your Genki Account and click ‘Check My Orders’. Compare your order history listed there with your financial records. If you’re still unsure, please email sam@begenki.com and tell her what’s going on.

How can I get a copy of my receipt/invoice?
You can find a copy of your invoice under ‘Check My Orders’ in your Genki Account.

When will credit appear in my account?
It tends to take 7-10 days for your credit to transfer once we have received your item/s. If it’s been over 10 business days then send a quick email to sam@begenki.com. She loves emails.

If I’ve made a payment, when will it come out of my account?
Your credit card will be charged within 24 hours before we ship your order.

Do you sell gift cards?
Yes of course. They’re a hand way to introduce someone to Be genki whilst letting them decide what Be range is best for them. You can send it via email or print it out. To purchase a gift voucher, head to ‘Shop’ in the top menu and select 'Gift Voucher'. Once you have added it to your cart you can adjust the value or quantity. Hit ‘recalculate’ to update the gift voucher into your total purchase and you’re done.

How do I use a coupon?
Once you’ve finished shopping head to your Genki Cart. You will find a little box where you can enter your coupon code that will be applied to your order.

How do I redeem a gift card?
That’s easy. Click here and it will take you to a page where you can redeem your gift voucher and start shopping.


PRIVACY POLICY

Should you have any questions about our privacy policy, please see a page full of our private parts here.