Frequently Asked Questions

Ordering

The item I want is out of stock - when will it restock?

Some items may occasionally be out of stock. If that’s the case, you’ll find the expected restock date listed just below the “Add to Cart” button on the product page.

I want more information about a product.

Each product page includes a "Description & Details" section, where you'll find key product information and any special features worth noting.

If you have more specific questions, feel free to reach out to our customer service team. You can email us at customerservice.usa@fhgdk.com, and we’ll be happy to help you.

The item I ordered is now on sale. Can you refund the difference?

We reserve the right to make offers and promotions, and therefore we cannot guarantee that certain products will go on offer and/or promotion after a purchase. Therefore, the price indicated at the time of purchase is also the valid price.

Payment

What payment methods can I use?

When you shop at Gense, you have the option to pay with the following payment methods:

  • VISA/Dankort
  • MasterCard
  • MasterCard Debit
  • Maestro
  • VISA
  • VISA Electron
  • VISA Debit
  • Mobilepay

We do not charge a payment fee, regardless of which of the above payment methods are chosen.

Is it safe to order online?

We handle the sale and shipping of the product and do not come into contact with or see your credit card information. They are handled exclusively on a secure server with a secure connection (encryption) via a payment facilitator. When encryption is used, you can see it by the padlock displayed in the lower right corner of the page, and your information is thus protected against third parties.

We also cannot withdraw more than the amount you have accepted when placing your order. Legally, you can get your money back if:

  • The item is not delivered
  • You use your right of withdrawal – see the section below
  • Money is withdrawn from your account without your prior acceptance

When does the money withdraw from my account?

The amount is first withdrawn from your card when the items are shipped from our warehouse. You will receive an email when the order has been shipped.

Delivery

Can I pick up my order?

Unfortunately, we do not offer pick up.

Where do you deliver to?

We ship to all U.S. states, territories, and Canada. For delivery within Europe, please visit gensestore.com.

How long will it take for my order to be delivered?

Delivery typically takes 3–5 business days. For orders placed before 2 PM on business days with all items in stock, we aim to ship the same day. Orders placed on weekends, holidays, or other non-business days will be shipped the next business day.

As soon as your order is packed and shipped from our warehouse, you will receive an email. This email will contain a tracking number. Please note that it may take up to 24 hours before the tracking link is active.

How much does delivery cost?

We have a flat rate of $5 shipping for orders that are under $30. Orders that are $30 or more will be shipped without cost of consumer.

Return & Exchange

How do I return my order?

You have the right to return your purchase within 14 days of receiving your package. To do so, fill out the return form included in your package and send the item back to us. It is important that the returned item is in original condition and packaging. The return shipping costs must be covered by you, and you are responsible for the package until it reaches us. Therefore, we recommend that you use a shipping method that allows you to track the package.

Can I exchange my purchase for another item?

If you wish to exchange an item for another, you must first return the original item by following the return procedure. Then, you can place a new order for the item you want instead.

When will I be refunded?

We process returns as quickly as possible. Once we have received and inspected the returned item, we will process your refund within a few business days. The refund will be made to the same payment method you used for your purchase. Please note that it may take some time before the refund is visible in your account, depending on your bank or card issuer.