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Customer Service

How Do I Check My Order Status?

If you are a registered customer, you can access your order history by logging into your account using the credentials you used to create your account. You will find the “My Account” link located at the top of each page. Once you have accessed your account, you can click on the “My Orders” link for order status. If you are not a registered user, you can contact Customer Service at 855-655-8973 or by email at customerservice@geneticdenim.com.

Customer Service hours are 8am to 5pm (PST/PDT) Monday through Friday.

What Is Your Pricing, Payment & Refund Process?

All prices are displayed in US Dollars. We accept Visa, MasterCard, American Express and Discover credit cards for payment. We also accept PayPal. Your credit card will not be billed until your order has been shipped. Any applicable credits or refunds will be applied back to the credit card or PayPal account used for the original purchase.

We charge sales tax for all online orders that are being shipped to locations in California only. Other states are not charged at this time.  International customers will be responsible for all taxes and duties associated with the shipment of their order.

Discounts and promotional codes are limited to one per order. They cannot be combined.

Do You Have A Price Matching Policy?

We do not offer a price matching policy on orders placed through the Genetic Denim.com website.

How Do Preorders Work?

Preorders allow you to purchase an item that has not yet been released for shipping. The preorder purchase will guarantee you the quantity of the item you purchased when it becomes available. Preorder items are clearly marked as preorders with the “add to cart” button changing to a “preorder” button. There will also be an expected shipment date listed on the product page.

The preorder process works as follows:
-You add the product(s) to your cart as you would any regular, in stock product
-You complete the checkout process and receive your order confirmation
-Your payment method is authorized for the full order total at the time of purchase (completing the order)
-Your order will be on preorder hold until the item(s) you purchased are available
-Your order will be fulfilled and shipped and you will then be billed and will receive a shipment confirmation

If you ordered both a preordered product and an in stock product, the in stock product(s) will be processed and shipped without delay and you will be billed for the shipped product(s). The preordered product(s) will remain on preorder until it is available. At that time, the product(s) will be released, fulfilled and shipped to you. You will then be billed for the product and will receive a shipment confirmation.

How Do I Cancel An Order Or Backorder?

In stock orders: Orders are authorized and processed real-time so canceling an in stock order is very difficult. If you need to cancel, please contact customer service by using the "Help" form located on all store pages or call 855-655-8973 or 714-923-0260 as soon as possible after the order has been placed. If the order has already been processed, you will need to follow the Returns process to return the product for credit or exchange.

Out of stock/backorders: Any orders or parts of orders that are out of stock will be cancelled. You will be notified via email if your order, or any part of your order, has been cancelled.

Preorders: Any preorder can be cancelled prior to it being processed and shipped. If you need to cancel, please contact customer service by using the HELP form located on all store pages or by calling 855-655-8973 or 714-923-0260.

How Are Products Shipped?

Orders placed before 1:00pm PST will generally be shipped out on the same day*. Orders placed after 1:00pm PST will generally be shipped out on the following day with the exception of orders placed on a Friday. Those orders will ship out on the following Monday or next Business day (if Monday is a holiday). You will be notified via email once your order has been shipped. Shipping times can vary based on method chosen and delivery location. International orders must clear import/export regulations which could add to the shipping time of an order.  Please note that all International shipments are sent DDU. All duties and taxes and brokerage fees shall be borne the purchaser.

Orders are shipped via the method chosen at the time the order was placed. Please note that all shipping times are in business days. We currently offer 3 UPS shipping methods for Domestic orders: Ground, 2-Day Shipping, and Overnight Shipping. International orders will be shipped by UPS.

We currently ship to the following countries: 

American Samoa • Antigua and Barbuda • Argentina • Armenia • Aruba • Australia • Austria • Bahamas • Barbados • Belgium • Belize • Bermuda • Bolivia, Plurinational State of • Bosnia and Herzegovina • Brazil • Bulgaria • Canada • Cayman Islands • Chile • China • Colombia • Costa Rica • Croatia • Cyprus • Czech Republic • Denmark • Dominica • Dominican Republic • Ecuador • El Salvador • Estonia • Fiji • Finland • France • Germany • Gibraltar • Greece • Greenland • Grenada • Guadeloupe • Guam • Guatemala • Haiti • Holy See (Vatican City State) • Hong Kong • Hungary • Iceland • Isle of Man • India • Ireland • Israel • Italy • Jamaica • Japan • Kuwait • Lithuania • Martinique • Mexico • Monaco • Netherlands • Netherlands Antilles • New Zealand • Nicaragua • Norway • Panama • Paraguay • Peru • Philippines • Poland • Portugal • Romania • Russia • Saint Kitts and Nevis • Saint Lucia • Saint Martin • Saint Vincent and the Grenadines • Singapore • Slovakia • Slovenia • South Africa • South Korea • Spain • Sweden • Switzerland • Taiwan • Thailand • Trinidad and Tobago • Turkey • Turks and Caicos Islands • Ukraine • United Arab Emirates • United Kingdom • Uruguay • Venezuela • Virgin Islands, British • Virgin Islands, U.S.

*Note that there could be a delay in processing your order if we encounter any issues with the billing information provided.

What Is Your Return Policy?

Effective Date: October 2013

Genetic Denim will accept returns** for items purchased on the GeneticDenim.com store within 30 days from order date for refund or store credit. Returns received after 30 days from order date will not be accepted. Please note that shipping charges are non-refundable.

**Items marked as FINAL SALE cannot be returned at any time.

You can request your Return Authorization Number (RA #) and review our complete Return Policy by clicking HERE.

Holiday Return Policy

Orders placed between November 29, 2013 and December 24, 2013 are eligible to our extended holiday return policy. During this period, we will accept any returns or exchanges postmarked by January 15, 2014.

What Happens If My Shipment Is Refused/Cannot Be Delivered?

Shipped items that are either refused by the customer or cannot be delivered by the carrier, will be returned to Genetic Denim and the customer will be credited for the product cost and tax, less shipping and handling Customer will be required to place a new order and will be responsible for any associated shipping charges.

How Do I Update My Account Information?

If you are a returning customer, you can easily update your information by logging into your account. You will find the "My Account" link located in the top of each page. Once you have accessed your account, you can click on the "Account Information" link to update your account information.

What Is Your Customer Support Holiday Schedule?

Our Customer Service Dept. will be closed on the following observed Holidays in 2013:

  • § New Year's - Jan 1st
  • § President’s Day - Feb 18th
  • § Memorial Day - May 27th
  • § Independence Day - July 4th & 5th
  • § Labor Day - Sept 2nd
  • § Thanksgiving - Nov 28th
  • § Day After Thanksgiving - Nov 29th
  • § Christmas Eve - Dec 24th
  • § Christmas – Dec 25th