Delivery Policy

Genvie Online Store currently only ships within Singapore and to Malaysia. International buyers who are interested in our products may email us at cs@genvie.com.sg and we will try our best to accommodate your requests.

Singapore Orders

You may choose any of the following delivery options when placing your order:

1. Self Collection

  • You may choose to collect your purchases from our warehouse.
  • Our warehouse operating hours are from 1000hrs to 1700hrs, Monday to Friday, excluding Weekends and Public Holidays.
  • You will be required to produce your Identification Card and Order Confirmation Number for verification purposes.
  • For self-collection, our customer service staff will contact you within one business day after payment receipt, to arrange for a self-collection slot.
  • Kindly note that your goods will be deemed confiscated and non-refundable if they are not collected within 10 business days after order confirmation.

      2. Local Courier

      2.1 Lightweight Items

      • Enjoy complimentary courier on all orders with a nett purchase of S$50.00 and above in a single receipt
      • Local courier fee is based on a flat-rate per delivery.
      • You can expect to receive your order within 3-5 business days of payment receipt.
      • Our courier partner will contact you should you be unavailable during delivery, provided you provide a valid mobile number during checkout.
      • We will also update you with your tracking number once your parcel has been shipped and you can track your parcel online.
      • Should an incorrect mailing address be provided resulting in failed delivery to your desired address, we will not be responsible for the misplaced items or any additional mailing costs.
      • In the event that the courier has attempted multiple failed deliveries of your parcel to your mailing address resulting in your parcel being returned to us, we will not be responsible for any additional mailing costs. Should you not wish to pay for additional mailing costs, your order will be forfeited and no refund will be made.

        2.1.1 Lightweight Courier Exclusions

          • Kindly note that couriers have certain exclusions to their delivery. The following are examples of restricted areas they do not delivery to: –
            • Changi Airport (Transit & Departure Area)
            • Cargo Complex
            • Alps Avenue
            • PSA Terminal
            • Army Camps (CMPB, Gombak Base, Airbase, Naval Base, Police HQ, Prison Complex, Police Coast Guard Base, Woodlands & Tuas Checkpoints, Jurong Island
            • We also do not deliver to off island areas such as Pulau Ubin, Pulau Tekong, Southern Island, Lazarus Island and overseas deliveries.
            • For a full list of restricted areas, please refer here: to our courier partner's official website.

              2.2 Bulky Items - Delivery & Installation of Massage Chairs

              • Our delivery timings are from 0900hrs – 1800hrs, Monday to Friday, excluding public holidays.
              • When placing an order online, input any special requests under "Add a note to your order" on the checkout page. Please refer to our Special Request table below on the rates and charges.
              • Our customer service staff will contact you within one business day after payment receipt to arrange for delivery. Once delivery has been arranged, you will receive a separate shipping confirmation email from us after receiving your Order Confirmation email.
              • A signature is required for all deliveries. If no one is available to receive and acknowledge the package at the time of agreed delivery, it will be deemed a failed delivery attempt, and a re-delivery will be chargeable at your cost.
              • Please note that some private premises have restrictions on service deliveries after business hours. Kindly check with your premise management before arranging for a delivery slot with our customer service staff.

                2.2.1 Delivery & Installation Exclusions & Special Requests

                  • Standard delivery is only applicable within mainland Singapore. We do not deliver to Jurong Island. Please refer to our Special Request table on delivery charges for Restricted Zones, Central Business District (CBD) area towers and Sentosa.
                  • Standard delivery is only applicable for locations on ground level, or levels accessible by elevator. Please refer to our Special Request table for delivery charges for No-Lift Access areas.
                  • Should you require our delivery team to carry/move the goods up/down floors without elevator access, it will be deemed a special request and chargeable at the rates indicated under No-Lift Access in the Special Request table.
                  • The following table indicates our rates/charges on special requests not included in our standard delivery. Kindly indicate your requirements under Special Requests upon checkout in order for us to meet your special delivery needs. Failure to do so may result in a failed delivery attempt, where a re-delivery fee will be chargeable at your cost.

                    Special Requests 

                    Rates/Charges
                    Restricted zones, CBD towers, Sentosa S$20.00
                    No-lift Access S$20.00 per floor
                    Monday to Friday Evening Delivery

                     

                    (1800hrs to 2200hrs)

                     

                     

                    S$20.00

                    Saturday Delivery (0900hrs to 1800hrs) S$20.00
                    Sunday Delivery (0900hrs to 1800hrs) S$30.00

                  International Orders

                  • Genvie Online Store currently ships internationally with the exception of our Massage Chairs.
                  • We have partnered with Easyship to provide you the best available shipping options. You will be provided with multiple options during checkout and you may choose the one best suited for you. Delivery timings for each option is also indicated during checkout.
                  • For orders above SGD100.00, Genvie will absorb SGD10.00 of all shipping costs. The discounted shipping cost is reflected during checkout.
                  • Once your order has been shipped, you will receive an email with your tracking information to track your order.
                  • Genvie ships your package DDU, duties and taxes unpaid. We do not collect GST, VAT, duties and/or taxes and cannot predict what these charges may be. For more information regarding your country's custom policies, please contact your local customs office.
                  • Should an incorrect mailing address be provided resulting in failed delivery to your desired address, we will not be responsible for the misplaced items or any additional mailing costs. Should you not wish to pay for additional mailing costs, your order will be forfeited and no refund will be made.