FAQs

1. Payment

a. How do I pay?

We can receive payment via Internet Banking or Paypal. Please refer to our Payment Policy for instructions on payment. 

b. I don't have a credit card. How do I pay?

We can accept payment via Internet Banking. Please refer to our Payment Policy for instructions on performing an internet banking transaction.

c. If I am unable to use a credit card, would it be possible to pay via Cheque or Internet Banking?

We regret that we do not accept Cheque Payments at the present moment. Payment via Internet Banking is accepted and you can refer to our Payment Policy for instruction on performing an internet banking transaction.

d. I have no access to Internet Banking. Can I do a funds transfer from the Automated Teller Machine (ATM)?

We regret that we do not accept ATM transfers at the present moment.

e. Am I allowed to pay Cash on Delivery?

We regret that we do not accept Cash on Delivery at the present moment. Should you wish to purchase any items in cash, please proceed to out Showroom to make your purchase. Please do not place any order online should you wish to purchase in cash.

2. Delivery

a. Can I choose to do self-collection instead?

Yes, self-collection is available for local orders. Once payment is received and cleared, our customer service staff will contact you to arrange for a collection slot. You may refer to our Delivery Policy for instructions on self-collection.

b. For local orders, when can I expect to receive my delivery?

Should you select the standard delivery option, for lightweight items, you should receive your parcel within 3-5 business days after payment is received. For bulky items, our customer service staff will contact you within 1 business day after payment is received to arrange for delivery. You may refer to our Delivery Policy for more details on standard delivery.

c. Are there any areas in Singapore you don't deliver to?

Yes, there are certain areas that are not covered by our courier and delivery partners. You may refer to our Delivery Policy for more details on standard delivery.

d. Does the location need to have certain requirements in order to qualify for free delivery and installation of massage chairs?

Our standard delivery for bulky items does not include restricted zones, CBD towers, Sentosa and no-lift access areas. Should you wish to have your items delivered to these areas, please kindly indicate it as a special request upon checkout. Please kindly refer to our Special Requests table in our Delivery Policy for more details on standard delivery of bulky items.

e. For Singapore orders, do you do delivery after working hours and on weekends or public holidays?

For lightweight items, our courier partner, Roadbull's standard delivery timings are from 0900hrs - 2200hrs, Monday to Saturday, excluding public holidays.

For bulky items, our standard delivery timings are from 0900hrs - 1800hrs, Monday to Friday, excluding public holidays. Should you wish to have your bulky items delivered after working hours or on weekends, please indicate it as a special request upon checkout. Please kindly refer to our Special Requests table in our Delivery Policy for more details. Please also note that some private premises have restrictions on service deliveries after working hours. Kindly check with your premise management before arranging for a delivery slot with our customer service staff.

f. Do I need any documents for delivery?

Genvie Online Store likes to make all transactions as hassle-free as possible. You will not be required to provide any documents upon delivery as we will have all the necessary required information.

g. Do you do delivery to Jurong Island?

We regret that we do not deliver to Jurong Island at the present moment. Please kindly refer to our Delivery Policy for more details.

h. Do you ship internationally?

Genvie Online Store ships internationally. We have partnered with Easyship to provide you the best available shipping options. During checkout you may choose which option you prefer. The estimated delivery timings will also be shown during checkout.

3. Warranty

a. Can I purchase extended warranty for a product I purchase?

Genvie Online Store does not provide extended warranty on all products.

b. Can I purchase any spare parts to do the repairs on massage chairs myself?

In an effort to maintain the quality of the products, Genvie Online Store does not sell spare parts to customers without a product evaluation by our service team. After we receive your product, a technician will do a preliminary assessment. If a spare part change-out is required, the technician will call to inform you of the require changed, and get your consent before commencing the repairs.

c. How long is my product covered under warranty?

Genvie Online Store currently carries a range of different products. You will be able to check your warranty specifically for your item in your Order Confirmation and Invoice.

d. Do all products include warranty?

Not all products sold on Genvie Online Store is inclusive of warranty. To know whether the product you have purchased or would like to purchase is inclusive of warranty, you may refer to your Order Confirmation, Invoice or the product page on our website.

e. What is included under the warranty?

We have a variety of clauses excluded in our warranty. Please refer to our Warranty Policy for more details on all exclusion to Genvie Online Store's warranty offerings.

4. Exchange

a. What happens if the items I receive are faulty or different from my order?

Please refer to our Exchange Policy for full method of exchange.

b. Can I return a product I have purchased. 

Genvie Online Store does not accept returns on all products unless it is faulty. Please refer to our Exchange Policy for more details on exchanging goods purchased.

c. I have purchased goods and used it for a few days. Can I exchange it for something else?

Genvie Online Store's Exchange Policy does not cover items that have been used. Please refer to our Exchange Policy for more details.

d. How long does an exchange take and what is the process?

Our customer service staff will contact you within 1-3 business days of receipt of your email informing us of the faulty item.

5. Miscellaneous

a. Do you offer bulk or wholesale pricing?

We offer bulk purchase for certain products on our website. If you would like to know more, please drop us an email at cs@genvie.com.sg and we will get back to you as soon as possible.

b. Do you sell your products in a physical store?

We currently do not have a physical store. However, some of our makeup brushes can be purchased at our partner store, RC Cosmetics House.