Shipping policy
Duties, Tariffs & Customs
International orders may be subject to duties, taxes, tariffs, or customs fees determined by the destination country. These fees are not included in your order total and are the responsibility of the customer.
Genesis Tallow's customer service is not able to contact or facilitate communication with customs authorities on behalf of the customer. Once a package has left Canada and is in possession of the destination country’s customs department, it is the customer’s responsibility to contact their local customs office to determine what is required to release their package.
Genesis Tallow is not responsible for delays, additional charges, or non-delivery caused by customs clearance issues.
Processing Time
The time required to prepare an order for dispatch varies based on order size and volume. We do our best to process all orders within 1-7 days of receiving the order, excluding weekends and holidays.
Processing time is separate from shipping time. Selecting an expedited shipping option (such as 2-day or express shipping) applies only to transit time once the order has shipped and does not shorten processing time.
Estimated Delivery Times
We do our best to meet estimated delivery timelines; however, delivery dates are not guaranteed. Actual delivery time depends on the shipping method selected and factors outside of our control, including carrier delays and customs processing.
Lost or Stolen Items
Genesis Tallow is not responsible for items lost or stolen in transit once they are in the possession of the shipping carrier.
Please ensure that your shipping address is entered correctly at checkout. We are not responsible for packages sent to an incorrect address provided by the customer. If an incorrect address was submitted, please email us as soon as possible. In these cases, we are happy to offer a discount on a future order as a courtesy.
Broken Items
If an item arrives damaged, please email us with a photo of the damage and your order number. We will do our best to replace the item promptly. If a replacement is not available, you may choose between a store credit or a refund.