Refund policy
SHIPPING & RETURNS POLICY
At GenTree Home and Sustainables, we offer three types of products: physical goods fulfilled through our supplier network, digital products delivered electronically, and curated affiliate recommendations fulfilled directly by our brand partners.
PHYSICAL PRODUCTS
Shipping Timelines
| Stage | Estimated Time | Details |
|---|---|---|
| Processing | 1-2 Business Days | Order verified and submitted to supplier |
| Domestic Shipping | 3-7 Business Days | Transit from supplier warehouse to your door |
| Total Domestic Delivery | 4-9 Business Days | From order placement to delivery |
| International Delivery | 10-20 Business Days | Varies by destination |
- Multiple Items: Orders containing multiple products may ship from different supplier warehouses and arrive in separate packages at no extra charge. You will receive individual tracking for each shipment.
Shipping Costs
| Service | Cost | Details |
|---|---|---|
| Domestic Standard | Calculated at checkout | Based on order size and destination |
| Expedited | Calculated at checkout | Available on select items |
| International | Calculated at checkout | Customer is responsible for customs, duties, and taxes |
Lost, Damaged, and Address Changes
| Issue | Action Required | Resolution |
|---|---|---|
| Damaged Item | Contact us with photos within 7 days of delivery | Replacement or full refund at no charge |
| Lost Package | Wait 24-48 hours, check with neighbors, then contact us within 7 days of marked delivery date | We will investigate and resolve |
| Address Change | Email sales@gentreehome.com within 24 hours of placing your order | Changes cannot be made once the order is submitted to the supplier |
Returns
- Eligibility: Items may be returned in new, unused condition within 30 days of delivery.
- Non-Returnable: Certain items such as personal care products or items marked final sale are not eligible for return.
- To Start a Return: Contact us at sales@gentreehome.com for instructions and a return authorization.
- Refunds: Processed within 5-7 business days of receiving the returned item.
DIGITAL PRODUCTS
All digital products (Home Intelligence Checklist, Home Intelligence Guide, Master Home Audit, and Property Intelligence Report) are delivered via instant download and/or email upon purchase confirmation.
- No Shipping Charges: Digital products have no shipping cost.
- Delivery Issues: If you do not receive your download link or email within 30 minutes of purchase, contact us at sales@gentreehome.com.
- Refund Policy: Due to the nature of digital products, all sales are final once the file has been delivered. If you experience a technical issue preventing access, contact us and we will resolve it promptly.
AFFILIATE PRODUCTS
Some products featured on GenTree Home are fulfilled directly by our brand partners. When you click an affiliate link and complete a purchase on a partner site, that partner's shipping, returns, and refund policies apply. We are not responsible for fulfillment, shipping timelines, or returns on affiliate purchases. We only recommend partners who meet our standards for quality and sustainability.
Contact Us
Email: sales@gentreehome.com | Toll Free: 844-314-1034 | Address: 33 Old Field Hill Road #14, Southbury, CT 06488