Frequently Asked Questions

# Frequently Asked Questions

Our customers' most common questions. If your question is not here, please contact us via WhatsApp.

## 🛒 About Purchases

**How do I place an order?**
It's very easy: browse the collections, select the product you want, click "Order and Pay at Home," fill in your shipping details, and confirm. You will receive your order within 24-72 hours.

**Do I need a credit or debit card?**
NO. At Genix Store, we only work with **Cash On Delivery (COD)**: you pay in cash when you receive your order at your door.

**Can I modify my order after placing it?**
Yes, as long as the order has not been dispatched. Please contact us via WhatsApp as soon as possible.

**Is there a minimum purchase quantity?**
There is no minimum. However, shipping is free for purchases over $100,000 COP.

## 📦 About Shipping

**Where do you ship?**
Throughout Colombia. We cover capitals, intermediate cities, and rural areas with courier coverage.

**How long does it take?**
- Bogotá: 24-48 hours
- Main capitals: 48-72 hours
- Intermediate cities: 3-5 days
- Rural areas: 5-7 days

**How much do you charge for shipping?**
- Purchases over $100,000 COP: **FREE Shipping**
- Smaller orders: cost calculated by zone at checkout

**Can I track my order?**
Yes. Once dispatched, we will send you the tracking number via WhatsApp.

## 💰 About Payment

**When do I pay?**
You pay in cash upon receiving the product. The carrier delivers the package and collects the money.

**Do you accept transfers or cards?**
For now, we only accept cash on delivery. We are working to add more methods soon.

**What if I'm not home when it arrives?**
Someone else can receive it for you (family member, doorman, neighbor) if they have the cash. If no one is home, the carrier will attempt to deliver the next day.

## 🔄 About Returns

**Can I return a product?**
Yes, within 5 days of receiving it, if it is in its original packaging and unused. See Return Policy.

**Do products have a warranty?**
All products have a minimum 30-day Genix warranty. Some products have an extended manufacturer's warranty.

**Who pays for return shipping?**
If the error is ours (damaged, incorrect, defective product), Genix Store covers the cost. If it is a return due to a change of mind, the customer covers the shipping.

## 🏢 About Genix Store

**Are you a Colombian company?**
Yes, we are 100% Colombian. We operate from Colombia and ship throughout the country.

**Do you have a physical store?**
Not for now. We operate 100% online to offer you better prices.

**Are the products original?**
Yes. We work with verified suppliers through Dropi and other logistics partners.

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Another question? [Contact us via WhatsApp →](https://wa.me/+573246567337)