© 2023 Empowered Health Solutions Pty. Ltd. All Rights Reserved​
Shipping
Does Kygenesis Ship Internationally?
Yes. Kygenesis does ship its products internationally. If you order on kidneycoach.com, please allow up to three to four weeks for delivery, barring any unforeseen Clearance/Customs issues.
When Will I Receive My Order?
Any order recieved before 11:00am MST Monday to Friday will be process and dispatched on the same day. Order recieved after 11:00am MST will be processed and dispatched the following business day. Orders are not processed on the weekends and will be processed the next business day.
Where does Kygenesis ship from?
All orders placed with Kygenesis are shipped from Idaho in the United States.
How Does My Order Ship
In the USA shipping is via FedEx 2 day standard service. If you are shipping internationally your order will go via FedEx International Economy.
Can I Ship My Order to Another Address at Checkout or Must I First Update my Profile?
Yes. Just make sure you change the ship to details at check out.
Are Your Packing Materials Recyclable?
Yes our packing materials are 100% recycable
Does Kygenesis Ship to Canada?
Yes.
Why Do I Have to Pay Import Tax on my Supplements?
Certain countries, like the UK, and many European countries have import duties that get added to the cost of the supplements by customs when they arrive into the country. Since the amount and even if this is applied varies from country to country we could not factor this cost into the product to avoid it. If your country has import duties you will have to pay this at the time customs receives your product to be able to have it delivered. Please check your specific country before ordering the supplements to see if you may have to pay any additional import taxes.
Does Kygenesis Ship To PO Boxes?
We do not recommend shipping to a PO Box. Any orders shipped to a PO Box will go out via USPS . Please be aware that shipping this way may result in longer shipping times.
Payment Methods
Our payment system accepts Visa, Mastercard, American Express, JCB and China Union Pay. We bill all our customers in U.S Dollars and allow the customer’s card issuing company to process the conversion. Your card issuing company may also charge you a conversion fee. Kygenesis is not responsible for these fees.
Prohibited or Restricted Items
Kygenesis will always do our best to follow the laws and regulations of all International governments. You agree that before ordering any products you will check with your local health authority and customs office to ensure that the products you are ordering can legally be imported into your country. In the event that a prohibited item does get shipped and is blocked at customs, or seized, Kygenesis is not responsible and is unable to refund your order cost.
Duties and Taxes
Certain countries charge duties and taxes on International orders. These duties and taxes (and even whether they are charged) differ greatly from country to country so cannot be factored into the cost of shipping. By ordering from Kygenesis you agree to be responsible for and pay any and all appropriate taxes and duties due as a result of importing products into your country. If you have questions regarding how/if duties and taxes are charged, we advise contacting your Customs office directly. Please be aware that any duties and taxes are calculated based on the actual cost of your order, not the price paid after any discounts are applied (ie. Bundle discounts, bulk order discounts or coupon codes).
Incorrect Address
If the shipping address on your order is incorrect, please note that we cannot change the delivery address after an order has been shipped. Please know that we work directly with our shippers to help resolve address issues when possible, but we cannot be held responsible for any delays, fees, or other delivery issues if you’ve made an error in the shipping information on your order. If such an error causes an order to be rejected, lost or destroyed, we cannot issue a refund or replacement of any kind.
Returns
We do not accept returns if you have changed your mind. For this reason, please speak to your doctor or healthcare practitioner FIRST before ordering any supplements. To return or exchange a product that you purchased from Kygensis please email support@kygenesis.com to accept specific instructions on returns and exchanges. This must be done within 30 days of receiving your order. No returns or exchanges will be accepted beyond this time period.
Cancelling Orders
Orders are typically packed shortly after being processed. While we will do our best to cancel your order, we are unable to cancel orders that have already been packed or shipped.
Domestic Shipping- Lost Orders
If you believe your order has been lost please contact us at support@kygenesis.com and we will lodge a claim with Fedex or USPS regarding the lost package. Please be aware that it can take Fedex or USPS 4-6 weeks to advise us whether the claim has been accepted or rejected so no refunds will be given or orders replaced until after this time.
International Shipping- Lost Orders
Although it is rare for international orders to get lost or delayed, please be aware that it can happen. Due to the import clearance process in each country, international orders can take up to 35 business days to clear customs. An international order will not be considered ‘lost’ until 35 business days from the date of shipment. We are unable to process claims until 35 business days period has passed. In the event your order has been lost, you must contact our customer service department at support@kygenesis.com and report it as lost to us within 60 calender days of date of purchase. A claim will then be filed with Fedex or USPS. It can take Fedex or USPS 4-6 weeks to advise us whether a claim has been accepted or rejected so no refunds will be given or orders replaced until after this time.
Order Not Received
If the tracking for your order shows that the order has been delivered but you have not received it we first recommend checking around your property and then checking with your neighbours to ensure they have not received it. Fedex provides proof of delivery for all orders and provided the address on the proof of delivery is correct we are unable to replace or refund your order.
Tracking
Once your order has been shipped you will be sent an email containing a tracking number for your order. If you have not received this email please check your spam folder.