Shipping, delivery and returns

Delivery in Bali

We deliver throughout Bali, with free shipping and a 9pm WITA ordering cutoff. Bali orders are dispatched from our Denpasar hub, cold-packed, sealed and tracked. Confirm the arrival window for your address before payment; the cutoff is not a guarantee of arrival by 9pm. Cash on delivery is confirmed before the order is final.

Customer-facing office

Plaza Summarecon Bekasi, Lantai 7, Jl. Bulevar Ahmad Yani No. Kav K.01, Bekasi, Jawa Barat 17142. The Bali storage hub is not a walk-in store. Contact us before visiting the Bekasi office.

Indonesia and international delivery

Orders outside Bali ship cold-packed and tracked. We confirm destination coverage, the delivery estimate, and any destination-specific requirement on WhatsApp before payment. International buyers are responsible for local import duties, taxes and customs requirements. These charges, when imposed by the destination, are not Genix shipping fees.

Shipping price

Shipping is always free for Bali orders. For destinations outside Bali, confirm the delivery service and any destination-specific charges before payment. Import duties and taxes are separate from shipping.

Cold-chain and damaged deliveries

Inspect the parcel when it arrives. If it is damaged, mis-shipped, missing an item, or has an apparent cold-chain problem, contact us on WhatsApp as soon as possible with your order reference. We will arrange a replacement or refund after confirming the order details.

30-day order guarantee

Orders are covered by the 30-day guarantee displayed on the storefront. Contact us within 30 days of delivery with your order reference and tell us what went wrong. We will resolve an eligible request with a replacement or refund. Nothing on this page limits rights that cannot be excluded under applicable law.

How to request help

Message us on WhatsApp or email hello@getgenixlabs.com. Include the name and phone number used for the order. You can also review our Terms of Service.