Shipping & Returns Policy

At GenTree Home and Sustainable, all products are made-to-order to reduce environmental impact, eliminate waste, and utilize local production facilities closest to you.

Sustainable Shipping Timelines

Every item is custom-crafted just for you upon order.

Stage	Estimated Time	Details
Production Time	3-7 Business Days	The time required to craft your unique item.
Domestic Shipping	2-5 Business Days	Transit time within the United States.
Total Delivery (Domestic)	5-12 Business Days	Total time from order placement to delivery.
International Delivery	10-20 Business Days Total	Varies based on destination.

• Multiple Shipments: Your order may come from multiple local production facilities and arrive in separate packages at no extra charge. You will receive separate tracking for each shipment.
  

Shipping Costs & Options

Service	Availability	Cost	Details
Domestic Standard	All US orders	FREE (for orders placed before 1/15/2026)	Delivery within 5-12 business days.
Expedited	Available on a per-item basis.	$12.95	Note: This only speeds up transit (2-3 business days) and does not reduce the required 3-7 day production time.
International Standard	Worldwide	Calculated at Checkout	Delivery within 10-20 business days.

• Customs & Duties: International customers are responsible for all customs fees, duties, or taxes imposed by their country.
  

Order Tracking & Updates

• You will receive email notifications with tracking information as each item ships from its production facility.
  
• Order Status: You can check the progress of your order in your account dashboard.

Update	Expected Timing
Order Confirmation	Immediate
Production Started	Within 1-2 Business Days
Shipped!	Upon Item Completion & Departure

Lost, Damaged, and Address Changes

Issue	Action Required	Resolution
Damaged Item	Contact us with photos within 7 days of delivery at connect@gentreeglobal.com.	We will send a replacement or issue a full refund at no charge.
Lost Package	Wait 24-48 hours, check with neighbors/management, then contact us within 7 days of the marked delivery date at connect@gentreeglobal.com.	We will investigate and resolve the issue.
Address Change	Email connect@gentreeglobal.com within 24 hours of placing your order.	Once production starts, we cannot modify the address.

Returns Policy

Due to our made-to-order process, we generally do not accept returns on custom-made or personalized products unless the item arrives damaged or defective.

• Eligibility: Non-custom items may be eligible for return in new condition within 30 days of delivery.
  
• To Start a Return: Contact us at connect@gentreeglobal.com for instructions and authorization.
  
• Refunds: Processed within 5-7 business days of receiving the returned item.