Frequently Asked Questions
Returns
What is your return policy?
We hope that you love our products as much as we do, but we understand that sometimes things happen. If you're not satisfied with your BalanceGenics purchase, you can return your order to get a refund within 45 days of purchase. Our 45-day money-back guarantee ensures that you can try our products risk-free!
Please note that we cannot issue refunds past 45 days.
Need to return a product?
Our friendly Customer Support Team will be happy to help you! Please contact our Customer Support team at support@balancegenics.com for assistance in returning your item(s).
How do I return my order?
If you need to return a product:
- Please contact our customer support team at support@balancegenics so they can assist you and provide you with a shipping label to return the product(s) that you wish to return.
- Gather all items you wish to return in a shipping box or envelope. Print out the shipping label and tape it on the outside of your box or envelope. Place it in your mailbox for the USPS to pick up or FedEx drop box (depending on your label).
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If your return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Do you offer exchanges?
We are able to replace items if they are damaged during transit. If you need to exchange it for the same item, send us an email at support@balancegenics.com.
How long does a refund take to process?
You will be automatically refunded back to the card used to purchase the items once it arrives back in our warehouse and is processed (approx 2-3 weeks). Please note, that your bank or credit card company may take time to reflect the refund on your balance.
Shipping
When will I receive my order?
From the moment you place your order, allow 5-7 business days to receive your shipment. After your order processes, you will receive an order confirmation email. While most orders ship sooner than that, and we do our best to get your order processed and out the door as soon as possible.
If you would like for us to take a look at your order, please, send us an email at support@balancegenics.com and we would be glad to help.
Which carriers do you use to ship orders?
We use DHL, FedEx, or USPS.
Can I get my order shipped overnight?
At the moment, we do not offer overnight shipping.
Do you ship outside of the US?
We are grateful for your interest in BalanceGenics. Unfortunately, we do not ship our products outside of the United States. We hope to ship internationally in the future. Stay tuned!
What if my package is damaged or missing?
If your order was damaged in transit or an incorrect item arrived, email us at support@balancegenics and we'll be happy to help!
Do you offer free shipping?
Yes! We offer free shipping sitewide, no matter how big or small your order is!
Subscriptions
My subscription order has already shipped. Can I still cancel?
In order to best serve you, we began processing your order as soon as it was placed. Unfortunately, once your order is being processed, we are not able to cancel it.
If you do not wish to keep the order that was most recently processed, we will be happy to issue a full refund. Please, contact our customer support team at support@balancegenics.com to request a shipping label. Once we have received the products you wish to return and your parcel has been sorted at our facility, we will send you confirmation that it has been refunded to your card via email.
Did you know that you can also update your auto-shipment frequency settings and even pause shipments moving forward?
You could also reach out to our friendly customer support team at support@balancegenics.com, we will be thrilled to help!
How does my subscription work?
There are many perks to becoming part of the BalanceGenics subscription program. Not only can you save 25% off your order, but you also have the flexibility to choose when your shipments come and how often they come. You are also free to manage your subscription at your convenience!
You can easily skip a month, delay shipments, add/remove products, and simply adjust as needed to fit your lifestyle and budget.
Subscriptions are a convenient way to save money and ensure a consistent supply of your favorite BalanceGenics products. You can cancel at any time for any reason. We also send you a convenient reminder email, so you have a heads up when your shipment is getting ready to be processed.
How do I edit my subscription?
Log in to your store account here: https://www.balancegenics.com/account/manage
- Update or change payment information
- Access your receipt
- Select Next Date
- Select Frequency (15, 30, or 60 days)
- Cancel Your Subscription
You can also click “My Account” towards the bottom of the page if you wish to change your login information, as well as your shipping or billing address.
How can I cancel my subscription?
Follow these steps to cancel your subscription:
- 1. Log into your account: https://www.balancegenics.com/account/manage
- A list of all your active and inactive subscriptions and one time orders will be displayed.
- Once you have located the subscription you wish to cancel, click on it to open a dropdown.
- At the right-hand side, click “cancel subscription” (it is located right under “Select Next Date” and “Select Frequency”)
- Please, wait until you see a receipt “subscription canceled”.
Did you know you can delay, change the product, manage the quantity, or edit the frequency of your subscription?
- Login to your account
- Edit next ship date and frequency
How do I skip my order?
Follow these steps to skip an order:
- 1. Log into your account: https://www.balancegenics.com/account/manage
- A list of all your active and inactive subscriptions and one time orders will be displayed
- Once you have located the subscription you wish to skip this time, click on it to open a dropdown.
- At the right-hand side, click “Select Next Date” (it is located right under the blue credit card information dropdown)
- Set the next date for the next time you would like your order to be processed.
How can I cancel my subscription?
Follow these steps to update your shipping or billing address:
- 1. Log into your account: https://www.balancegenics.com/account/manage=
- Towards the bottom of the page, click “My Account”
- Here you can view and edit your billing and shipping addresses
- To update “Billing Address” and “Shipping Address” click the pen icon at the right-hand corner and enter new information in the appropriate fields
Follow these steps to update your card or payment information:
- Log into your account: https://www.balancegenics.com/account/manage
- Edit next ship date and frequency
- To update your card on file, click the pen icon and enter new information in the appropriate fields
