Shipping policy

WITHIN AUSTRALIA

For orders under $250, we offer two options:

$9.50 : REGISTERED POST

$14.50 : EXPRESS POST in 'theory' it is promised as a Next Day (from date of dispatch) delivery service Australia-wide in capital cities within Australia Post’s specified zones. Regional centres and rural areas may take an extra 1 - 2 business days. However, the 'reality' is somewhat different ... with EXPRESS POST parcels arriving 2 - 3 days after date of dispatch. Yes, some arrive the next day, but please don't shoot the messenger if your EXPRESS POST parcel arrives 3 days after it leaves our warehouse. Whilst we consider ourselves excellent at what we do ... there are limitations ... and our ability to control what Australia Post does is not something we've learnt how to master. What we can assure you, is that Australia Post are excellent at handling and delivering all our parcels. We've tried couriers in the past, and numerous other services, but Australia Post comes up the winner every time. Please be patient. Sometimes, good things take a little time. And from our point-of-view we would prefer your parcel to arrive in tip top condition as opposed to getting lost or damaged. So we choose the best option that we currently have available here in Australia.

For orders $250 and over, we gift you FREE shipping via EXPRESS POST.

OUTSIDE OF AUSTRALIA

We currently ship to New Zealand via EXPRESS POST ($40).

For all other countries, please contact us with the products you would like to order. You will then receive a quote for your shipping fee. At that point you can confirm your order via payment through the safe and secure payment facility. Each country has its own import regulations, restrictions and taxes. Any taxes that may be applicable are responsible and payable by the customer.

Insider Tip: If you are placing large value orders it is worth considering using Wise (formerly TransferWise) or a similar payment systems to avoid the currency conversion commission charged by your bank.

OOPS, I ENTERED THE INCORRECT ADDRESS AT CHECKOUT. WHAT DO I DO?

If your order has not been processed, then please get in touch via the CONTACT US link at the bottom of our website to let us know, so we can update your address to what it should be. No further charges will be requested as you have caught it in time. 

If your order has already been processed and dispatched from our warehouse, then it's in the hands of Australia Post. 99% of incorrectly addressed parcels get returned to our warehouse. If this happens you have the choice to receive a refund for the order (minus the freight charge), or alternatively if you would still like the parcel to be delivered, you will receive a payment request for the parcel to be sent out again.  Australia Post do not refund us for incorrectly addressed parcels, so please do be mindful when placing an order, so that we can send your parcel to the correct address.  

HOW LONG DOES IT TAKE TO PROCESS MY ORDER?

All orders are processed within 48 hours and dispatched from our Sydney Australia warehouse, Monday through Friday. All orders placed after 11am on Friday and on the weekend will be picked and packed on Monday morning.

RECENTLY I’VE HEARD ABOUT ONLINE SHOPS WHO DON’T CARRY STOCK BUT HAVE DROP SHIPPING ARRANGEMENTS WITH SUPPLIERS. IS THIS SOMETHING YOU DO?

We do not have ‘drop shipping’ arrangements with the brands / products that we stock. All orders that you place will be sent together as one parcel from our Sydney warehouse. Be Genki Pty Ltd is the official importer and distributor (within Australia) for all brands that we stock.

MY PARCEL HASN’T ARRIVED YET. WHAT DO I DO?

Once your parcel has left our warehouse it’s in the hot little hands of Australia Post. Whilst we’d love to guarantee Next Day Delivery, we unfortunately cannot, as we have no control over Australia Post. They are usually accurate and excellent with all our Express Post parcels. However, if it’s been a few days and you’re worried, please do email genki@begenki.com.au with your order / tracking number and we will happily reply as soon as possible. Tracking numbers are included on your “Shipped” email.

YIKES! IT APPEARS THAT THERE IS MISSING PRODUCT(S) FROM MY ORDER. WHAT DO I DO?

Our warehouse staff take great care and pride in preparing your order, and to-date we have a pretty impressive track record, as the orders are double checked by our team. However, if you do happen to discover any incorrect, missing or damaged product(s) please contact us within 24 hours of you receiving the delivery and we’ll happily get on to it immediately.