Shipping policy

Shipping and Delivery Policy

At FamilyGenius, we work to ensure that every order arrives properly protected and within the estimated delivery time. The following policy explains our order processing, shipping and delivery conditions.

1. Available destinations

We currently deliver to:

  • Mainland Spain.
  • Balearic Islands.
  • Portugal.
  • France.
  • Italy.
  • Germany.
  • Belgium.
  • Luxembourg.
  • The Netherlands.
  • Poland.

We do not currently deliver to the Canary Islands, Ceuta, Melilla or Switzerland. This availability may change in the future.

2. Order processing

Orders are normally prepared within 2 to 3 business days after the order has been confirmed.

Orders may be prepared and dispatched from our partner fulfilment centres in Spain or Poland, depending on product availability and the delivery destination.

Saturdays, Sundays and public holidays are not considered business days.

3. Estimated delivery times

Once the order has been prepared, shipping normally takes between 7 and 12 business days.

The total estimated delivery time, including processing and transit, is between 9 and 15 business days from order confirmation.

These timeframes are estimates and may vary due to circumstances outside FamilyGenius’ control, including periods of high demand, carrier delays, weather conditions, public holidays or exceptional circumstances.

4. Shipping costs

Mainland Spain and the Balearic Islands

Standard shipping is free, with no minimum purchase amount.

Portugal, France, Italy, Germany, Belgium, Luxembourg, the Netherlands and Poland

  • Orders below €99.99: €4.95.
  • Orders of €99.99 or more: free standard shipping.

The final shipping cost will be displayed before payment is completed.

5. Shipping carriers

We work with different carriers and logistics providers. The carrier used may vary depending on the delivery country, fulfilment location and service availability.

We cannot guarantee that every order will be delivered by a specific carrier.

6. Order tracking

When tracking information is provided by the carrier, the customer will receive an email containing the relevant tracking number or link after the order has been dispatched.

For some shipments, tracking information may take between 24 and 72 hours to update after dispatch.

7. Delivery address

The customer is responsible for checking that the delivery address entered during checkout is complete and correct.

If you notice an error, contact us as soon as possible at contact@geniustreebrands.com. We cannot guarantee that an address can be changed once an order has been prepared or dispatched.

FamilyGenius is not responsible for delays caused by incomplete or incorrect addresses provided by the customer.

8. Delays

If your order exceeds the estimated delivery period, contact us and include your order number. We will review the shipment status with the logistics provider.

A temporary delay does not necessarily mean that the parcel has been lost.

9. Damaged orders

If your order arrives damaged, contact us as soon as possible at contact@geniustreebrands.com.

Please include:

  • Your order number.
  • Photographs of the external packaging.
  • A photograph of the shipping label.
  • Clear photographs of the product and the damage.

We recommend reporting visible damage within 48 hours of delivery to help us submit a claim to the carrier. This recommendation does not limit the customer’s statutory rights.

10. Lost or undelivered orders

If tracking has not updated for an extended period or the carrier confirms that the parcel has been lost, we will open an investigation with the logistics provider.

When a parcel is confirmed as lost during transit, we will offer, depending on availability and the circumstances, a replacement shipment at no additional cost or the corresponding refund.

11. Contact

For any questions relating to order processing, shipping or delivery, contact us at:

Email: contact@geniustreebrands.com

Always include your order number so that we can assist you more quickly.