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SHIPPING POLICY

Genorial Pet Products Store

Last Updated: August 6, 2026

1. SHIPPING INFORMATION

1.1 Processing Time

Processing Time: Orders are processed within 1-2 business days after payment confirmation
Business Days: Monday through Friday (excluding public holidays)
Order Confirmation: You will receive an order confirmation email immediately upon checkout
Shipping Notification: Once your order is dispatched, you will receive a shipping notification email with tracking information

1.2 Shipping Methods

We offer the following shipping options at checkout:

Shipping Method	Delivery Area	Estimated Delivery	Cost
Standard Shipping	Hungary	3-5 business days	€5.99
Express Shipping	Hungary	1-2 business days	€12.99
Standard Shipping	EU Countries	7-14 business days	€9.99
Express Shipping	EU Countries	3-7 business days	€19.99
International Shipping	Worldwide	14-28 business days	€24.99+

Note: Delivery timeframes are estimates only and are not guaranteed. Actual delivery times may vary based on weather conditions, customs processing, carrier delays, and events outside our control.

1.3 Shipping Carriers

We partner with reputable shipping carriers including:

DHL
GLS
Hungarian Post
EU Parcel Services
International Express Couriers

Your specific carrier will be assigned during the shipping process and will be indicated in your shipping notification email.

2. SHIPPING COSTS

2.1 Shipping Fee Calculation

Shipping fees are calculated based on your delivery location and the selected shipping method
Fees are displayed at checkout before you complete your purchase
Shipping costs are non-refundable unless your order is cancelled before shipment

2.2 Free Shipping

Minimum Order: Orders over €50 EUR qualify for free standard shipping within Hungary
Promotion: We periodically offer free shipping promotions. Check our homepage for current offers

2.3 Customs and Import Duties

For international orders (outside the EU):

Buyer Responsibility: The buyer is responsible for any customs duties, import taxes, VAT, or other fees imposed by their country
Genorial's Role: We will provide all necessary documentation (commercial invoice, product descriptions) to facilitate customs clearance
Customs Delays: Genorial is not responsible for delays caused by customs processing or clearance

3. SHIPPING ADDRESSES

3.1 Address Requirements

Delivery Address: Must be a physical address (PO Boxes cannot be used for most carriers)
Accurate Information: You must provide accurate and complete shipping address information
Corrections: If you notice an error in your shipping address after order placement, contact us immediately at teamprojekt2026@gmail.com
Address Changes: We cannot guarantee address changes after your order has been dispatched

3.2 Undeliverable Packages

If a package cannot be delivered due to an incorrect or incomplete address provided by you:

The package will be returned to our warehouse
You will be responsible for the cost of reshipping
We will attempt to contact you to arrange reshipment

4. DELIVERY & RECEIPT

4.1 Delivery Process

Packages are typically left at your delivery address
For some carriers, signature may be required upon delivery
You are responsible for receiving and securing the package from your delivery location
We recommend requesting signature confirmation if you are concerned about package security

4.2 Title and Risk of Loss

Risk Transfer: Once the package is transferred to the shipping carrier, title and risk of loss pass to you
Loss or Damage in Transit: Genorial is not liable for packages lost, damaged, or delayed during transit
Carrier Claims: For packages lost or damaged during shipping, you have the right to file a claim with the carrier

4.3 Tracking Your Order

Tracking Number: Your tracking number will be provided in your shipping notification email
Real-Time Tracking: Most carriers provide real-time tracking updates online
Lost Package Inquiry: If your tracking shows "delivered" but you have not received the package, contact us within 48 hours

4.4 Package Not Received

If you do not receive your package within the estimated delivery timeframe:

Check your tracking information first
Contact us at teamprojekt2026@gmail.com with your order number and tracking number
We will investigate with the carrier and work toward a resolution
Resolution timelines vary by carrier but typically take 5-10 business days

5. INTERNATIONAL SHIPPING

5.1 EU Shipping

Coverage: All EU member states
VAT: VAT is included in product prices for all EU orders
Customs: No additional customs duties apply within the EU
Delays: EU shipping may experience occasional delays due to border processing or carrier capacity

5.2 Non-EU International Shipping

Available Destinations: We ship to most countries worldwide
Restrictions: Some countries may have import restrictions on pet products; check with your local customs authority
Customs Clearance: Buyers are responsible for understanding their local import regulations
Delivery Times: International shipping typically takes 14-28 business days but may take longer
Additional Costs: Customs duties, import taxes, and VAT may apply and are the buyer's responsibility

5.3 Restricted Areas

We currently do not ship to:

P.O. Boxes (except with special arrangement)
Military/APO addresses (limited availability)
Certain remote or rural areas (contact us for confirmation)

6. RETURNS & EXCHANGES

6.1 Returning Shipped Items

Customers may request return shipping labels through our Returns Process
See our Refund Policy for complete return and exchange information
Return Shipping Cost: Customers bear the cost of return shipping unless the return is due to our error or a defective product

6.2 Refused Delivery

If you refuse delivery of your package:

Return shipping costs will be deducted from your refund
Your order may be subject to a restocking fee

7. PRODUCT DAMAGE IN TRANSIT

7.1 Inspection Upon Receipt

Inspect your package immediately upon receipt
If you notice visible damage or the package appears compromised, do not accept it if possible
Take photos of any damage for your records

7.2 Reporting Damage

If your product arrives damaged:

Contact Us Within 48 Hours: Email teamprojekt2026@gmail.com with:
- Your order number
- Photos of the damaged product and packaging
- Detailed description of the damage
Investigation: We will investigate and work with the carrier
Resolution: Depending on the situation, we will either send a replacement or process a refund

7.3 Damage Liability

Genorial is not liable for damage caused by carrier mishandling
Carriers are responsible for damage that occurs during transit
We will file a claim with the carrier on your behalf if applicable

8. SHIPPING DELAYS

8.1 Causes Beyond Our Control

Genorial is not liable for delays caused by:

Severe weather conditions
Natural disasters
Carrier delays or strikes
Customs processing delays
Government regulations or actions
Events of force majeure
High order volume during peak seasons

8.2 Estimated vs. Guaranteed Delivery

Estimates Only: All delivery timeframes provided are estimates only
No Guarantee: We do not guarantee specific delivery dates
Extended Delays: For delays exceeding 30 days from shipment, contact us for possible resolution options

8.3 Communication

We will keep you informed of significant delays via email
Check your tracking information regularly for updates
Contact us if you have not received an update within the estimated timeframe

9. SHIPPING EXCEPTIONS

9.1 Oversized or Heavy Items

Some products may require special shipping due to size or weight:

Additional Fees: Oversized items may incur additional shipping charges
Carrier Limitations: Some carriers have restrictions on oversized/heavy items
Notification: We will inform you of any special shipping requirements before processing your order

9.2 Bulk Orders

For orders containing large quantities:

Custom Shipping Quote: Contact us at teamprojekt2026@gmail.com for a custom shipping quote
Separate Shipments: Large orders may be shipped in multiple packages
Lead Time: Bulk orders may require extended processing time

10. CONTACT & SUPPORT

10.1 Shipping Inquiries

For questions about shipping, tracking, or delivery:

Email: teamprojekt2026@gmail.com
Phone: +36 30 070 1608
Business Hours: Monday-Friday, 9:00 AM - 5:00 PM (Budapest Time)
Response Time: We aim to respond to all inquiries within 24 business hours

10.2 Required Information

When contacting us about a shipment, please provide:

Your order number
Full name and email address
Tracking number (if applicable)
Description of your issue

11. MODIFICATIONS TO SHIPPING POLICY

Genorial reserves the right to modify this Shipping Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our Services constitutes acceptance of any modifications to this policy.