Frequently Asked Questions

Do you offer gift wrapping?
Do you offer free shipping?
What is your policy on furniture delivery?
What if my item was damaged in transit?
I only received part of my order. What’s going on?
Can custom-made items be returned or exchanged? What does custom made mean?
Oh No! Can I still return/exchange after 30 days?
Last week I purchased an item at full price, and now it’s on sale?
What if I don’t have my packing slip?
Do you offer a wish list or a registry?
Do you offer design services?
Do you offer trade pricing?

Do you offer gift wrapping?
Yes, we would be happy to gift wrap your purchase free of charge. Our gift wrap consists of a genes embossed box and our signature “shredded paper” bow. Some items, including, but not limited to, large oversized or similarly bulky items can not be gift wrapped. Additionally, items that ship directly from our manufacturers can not be gift wrapped. In general, most apparel items can be gift wrapped and sent directly to the recipient. Please refer to the individual items product descriptions in order to determine whether or not an item is available for gift wrapping. If you are interested in gift wrapping, please make a notation in our “shipping information” section. Please also note if you’d like a gift enclosure included.

Do you offer free shipping?
Yes, we do offer free shipping on purchases more than $99. For our complete shipping costs, please refer to the shipping section. Please note that our free ship offer may not apply to all products on our site. Some, but not all, furniture items will incur a delivery fee. This fee will be clearly noted on the product page. If a product DOES NOT have a freight charge associated with it, then it DOES qualify for free shipping. Free shipping is for standard ground UPS shipping only and does not apply to expedited shipping or to areas outside the contiguous United States.

What is your policy on furniture delivery?
Our furniture is traditionally delivered directly from our manufacturer and therefore we must follow their shipping and delivery procedures. We try at all times to accommodate special needs and requests from our customers. If you have special circumstances (timing or type of delivery), please contact us at customer_service@shopgenes.com and we will work with you to find the best resolution. Also, we are pleased to offer White Glove delivery to our customers in the NYC area, NJ and eastern Pennsylvania. Please contact us at customer_service@shopgenes.com to see if your residence is available for this ship method. White Glove services consist of delivery, setup in the room of your choice and removal of all packaging.

What if my item was damaged in transit?
We make every effort to ensure that this scenario won’t occur, but on occasion you may have an issue with your delivery. If it is a small item shipped via common carrier (ie: UPS), we request that you contact us within 3 days of receipt of your order so that we may contact UPS on your behalf. Please note that you must keep all your original packaging as our shipping partner may request it for internal audit purposes. We will do our best to champion your issue with our shipper.

If you are expecting a larger furniture delivery, we strongly encourage you to thoroughly inspect the item when it is delivered. If you notice any damage or other issues with the delivery (torn or wet packaging, dents, dings, scrapes, chips, etc) you MUST note these issues on your delivery slip and sign ONLY with those exceptions. Please contact us immediately at customer_service@shopgenes.com so that we may help you rectify the issue.

I only received part of my order. What’s going on?
Not to worry! Everything is probably fine. Sometimes we "split" your order into two or more shipments because one part of it is oversized or simply because we ship from multiple locations to make sure you receive your items as quickly as possible. You'll only pay the base shipping charge for your order once, even if it's split into several shipments. Oversized items must be shipped separately. So if you order something really big, we'll ship the oversize item in one package and the rest of your order in another.

If an item goes out of stock after you place your order, we'll remove the out-of-stock item from your order and you won't be charged for it. We will contact you right away to let you know.

Can custom-made items be returned or exchanged? What does custom made mean?
This includes products that have been customized—color, finish, dimensions, etc.—products that were made especially for you by our designers/manufacturers. These items are non-returnable and non-refundable. Nearly all furniture items are custom items. If you have questions about a particular product, please contact us at customer_service@shopgenes.com.

Oh No! Can I still return/exchange after 30 days?
Genes will issue a merchandise store credit in the form of a gift certificate for the CURRENT SELLING PRICE of an item. These gift certificates will be issued up to 90 days past the original purchase date. After that time we cannot accept returns or exchanges. We strongly encourage you to return unwanted merchandise as quickly as possible. Many of our items, particularly our apparel, are seasonal and therefore the current selling price may be far below what you originally paid for the product if the return occurs well past the purchase date. Please note that you MUST have your original receipt and that all our return/exchange policies still apply.

Last week I purchased an item at full price, and now it’s on sale?
Genes gladly honors a one-time adjustment on full price merchandise within 7 days of the retail purchase if accompanied by the original receipt. Items not purchased at full price are ineligible for price adjustments. To request a price adjustment, please contact us at returns@shopgenes.com.

What if I don’t have my packing slip?
If the packing slip isn’t available, gather up the following information, to help us with your return:

• Your name and billing address
• The name, address and zip code of the person who placed the order, if it was a gift
• The original purchase price and approximate date of the purchase
• The item number of the merchandise, if available

Do you offer a wish list or a registry?
Yes, we offer both. You can easily add items to your wish list by clicking the “add to wish list” button on the product page.
Our gift registry is powered by MyRegistry.com and allows you to combine items from many retailers across the internet, giving you flexibility and the most comprehensive gift registry available. For detailed information on MyRegistry @ genes, please see our Gift Registry section found on the left hand navigation of our site.

Do you offer design services?
Absolutely. We’d be honored to help you create the perfect nursery or big kid room for your little one. Please contact us at customer_service@shopgenes.com for more information on our design services.

Do you offer trade pricing?
Yes, we are happy to honor a discount to the trade. Please email us at customer_service@shopgenes.com with your contact info and your tax id so that we may best accommodate your needs.