Shipping policy

Shipping Policy

Last updated: July 12, 2026

At Gens Essentials, we aim to make every order simple, secure and reliable. This policy explains where we deliver, how long delivery takes and what to do when there is a problem with your parcel.

Delivery Across Pakistan

We deliver Gens Essentials products nationwide across Pakistan, including major cities and eligible remote locations.

Free Standard Delivery

We offer free standard delivery across Pakistan with no minimum order value.

No standard shipping fee will be added at checkout.

Additional charges may apply only when a customer requests a special or expedited delivery service. Any additional charge will be communicated and approved before dispatch.

Cash on Delivery

Cash on Delivery is available for eligible orders across Pakistan.

Please provide:

Your complete name
An active phone number
Your complete delivery address
Your city and area
A nearby landmark, when needed

Our team or courier partner may call or message you to confirm your order before dispatch.

Orders that cannot be confirmed may be placed on hold or cancelled.

Order Processing

Orders are normally processed within 1–2 business days after confirmation.

Orders placed on weekends or public holidays will be processed on the next business day.

Processing may take slightly longer during sales, launches, public holidays or periods of unusually high order volume.

Estimated Delivery Time

After dispatch, orders generally arrive within:

Major cities: 3–5 business days
Remote or rural areas: 5–7 business days

Delivery times are estimates and are not guaranteed. Courier delays, weather, public holidays, security restrictions, road closures and other circumstances outside our control may affect delivery.

Order Tracking

When tracking is available, customers may receive their tracking details through SMS, WhatsApp, email or the courier company.

You may also contact our support team with your order number to request an update.

Address or Phone Number Changes

We will try to update the details before dispatch, but changes cannot be guaranteed after the order has been handed to the courier.

Gens Essentials is not responsible for delays or failed deliveries caused by incorrect or incomplete customer information.

Delivery Attempts

Please keep your phone available after placing an order. The courier may call before attempting delivery.

If delivery is unsuccessful because:

The customer is unavailable
The phone number is incorrect or unreachable
The address is incomplete
The customer refuses a confirmed order
The courier cannot access the location

The parcel may be returned to us.

A delivery or advance-payment charge may be required before the same order is dispatched again.

Repeated refusal of confirmed Cash on Delivery orders may result in Cash on Delivery being unavailable for future purchases.

Order Cancellation

Orders may be cancelled before dispatch.

To request cancellation, contact us as soon as possible and provide your order number.

Once an order has been dispatched, we may be unable to cancel or redirect it. Please contact us before refusing a dispatched parcel.

Delayed Orders

Most orders arrive within the estimated delivery period. However, delays may occasionally happen due to the courier company or circumstances outside our control.

If your tracking has not updated or your order is significantly delayed, contact us with your order number. We will coordinate with the courier and help investigate the shipment.

Lost Orders

If an order appears to be lost in transit, contact us so we can open an investigation with the courier.

Once the parcel is confirmed as lost, Gens Essentials may provide an appropriate replacement or refund.

Courier investigations may require several business days to complete.

Damaged, Leaking, Missing or Incorrect Orders

Please inspect your parcel as soon as it arrives.

Damaged
Leaking
Missing an item
Defective
Different from what you ordered

Please provide:

Your order number
Clear photographs of the parcel and product
A complete unboxing video

The unboxing video should clearly show:

The unopened parcel
The shipping label
The complete opening process
The product and reported issue

This information helps us verify courier damage, packing errors and missing-item claims.

Once the issue is confirmed, we may offer a replacement, store credit, partial refund or full refund, depending on the circumstances.

Gens Essentials will cover reasonable replacement or return-delivery costs when we confirm that the item arrived damaged, defective or incorrect.

Checking the Parcel Before Acceptance

Do not accept a parcel that appears seriously damaged, opened or tampered with.

When possible, photograph the parcel and inform the courier before accepting it. Contact Gens Essentials immediately for assistance.

Please note that couriers may not allow customers to open a Cash on Delivery parcel before payment.

14-Day Satisfaction Guarantee

Eligible Gens Essentials purchases are protected by our 14-Day Satisfaction Guarantee.

You must contact us within 14 calendar days of delivery. For an opened product, at least 50% of the product must remain in its original container.

Customers are responsible for return delivery costs for satisfaction or change-of-mind returns. Gens Essentials covers reasonable return or replacement costs for verified damaged, defective or incorrect products.

Please read our complete Refund and Returns Policy for eligibility requirements, exclusions and refund processing information.