SHIPPING

All merch in our online shop are in stock and ready to ship unless otherwise stated. We aim to ship out your order as quickly as possible. Items in stock will be processed before shipping. Processing involves order verification, order preparation and packaging, which may take some time especially when there is a large influx of orders, hence if you should place your order on a business day, your package will be dispatched within 24 to 48 hours of our receipt of the order. Business days do not include weekends and Ghanaian holidays. We will furnish you with a waybill/tracking number immediately your order is shipped so that you can digitally trace its journey to you. We partner with reliable and time conscious courier services (Swoove for orders within Ghana) and (DHL Express, USPS & UPS for international orders) to ensure the safe and timely delivery of your merch. Shipping times for each courier service will be listed at checkout so that you know when to expect to receive your package after you receive the notice of shipment. Nonetheless, we cannot guarantee actual delivery dates and times and do not take responsibility for delays on the part of the couriers. Items that are out of stock can be back-ordered. In this instance we will have to make the merch for you. This may take some time. The production turnaround times vary per item and will be outlined in the product description tab of each product page. 

Addressing

Your item is insured against loss or damage in transit and must be signed for on receipt, therefore it cannot be sent to P.O. Box or Mail Receiving Centre addresses.

You are responsible for providing the correct delivery address.

Addresses written in non-Latin characters

Our Courier partners require all addresses be written in Latin characters, hence if you list a shipping address in non-Latin characters, we are obliged to transcribe it. We do so by looking up the Latin version of your address using an address validation service. The majority of addresses are correctly transcribed. However, if for any reason, your address is incorrectly transcribed, the courier service will contact you to obtain the correct address and arrange delivery, at no extra cost to you.

Customs charges

If you’re ordering from outside Ghana, you are responsible for assuring that the merch you purchased can be lawfully imported to the destination country. When ordering from Know Your Genotype, the recipient is the importer on record and must comply with all laws and regulations of the destination country.

You are responsible for any duties, customs charges* and/or taxes levied at the point of entry into the destination country.

*Customs Duty is a tax imposed on certain imports of goods. Goods purchased in your own country already have this cost applied, therefore it is payable to the relevant tax authorities when importing goods from abroad. Costs and thresholds are determined by each individual country.

Please ensure that you report an issue with your order within these underlisted deadlines:

• Damaged item (eg. a stain or tear in a tee): Within 7 days of when the package was marked delivered
• Defective item (eg. an incomplete embroidery stitch on a cap): Within 7 days of when the package was marked delivered
• Wrong items (eg. you received a v-neck tee instead of the round neck you ordered): Within 7 days of when the package was marked delivered
• Missing item (eg. order tracking shows that your item has been delivered but you never received it): Within 7 days of when the package was marked delivered
• Quality (eg. stitches in the seam of your tee came out after first wash): Within 90 days of when the package was marked delivered

 

RETURNS & EXCHANGES

We take great care and are very particular about the quality of products we ship to you. Our policy is to ensure that all products supplied reach you in top condition. If for any reason, you are not completely satisfied with your purchase, we can issue a return or an exchange provided a return is requested within 7 days of receipt and item(s) are returned to Know Your Genotype within 14 days of receipt, fulfilling the requirements outlined below: 

• All returns must be in an unworn, unmarked, in new condition and complete with their original tags in place as received.
• The item must be returned in its original packaging, with all care taken to protect the packaging and the item for its return journey.  We are entitled to make a deduction from the refund for any diminution in value of the returned goods caused by handling the item beyond what’s necessary to be sure they are what you ordered.

To return or exchange your purchase please email support@knowyourgenotype.org stating your request for a refund or an exchange, please provide all relevant details for the return, you will be notified how to proceed within 48 hours. You must send this email within 7 days of receiving your product. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If all criteria are met after inspection of your returned item(s) and your refund is approved, then it be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days of receipt of the return. After 7 days of receipt of your item(s), we wouldn’t be able to offer you a refund or exchange. We only replace defective or damaged item(s). If you need to exchange a defective item for the same item, send us an email at sales@knowyourgenotype.org.

Late or missing refunds

If you haven’t received your refund yet, first recheck your bank statement, then contact your credit card company. It may take some time before your refund is officially posted. You can subsequently contact your bank as there is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@knowyourgenotype.org

Sale items

Only regular priced items may be refunded. Sale items are non-refundable.

Gifts

If the item(s) was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, hence they will know about your return.

Shipping returns

You will be responsible for the shipping costs for returning your item. 

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance so that you’re certain your returned item(s) will reach us safely. 

If we should exchange a defective item for you, the cost of returning the item will be borne by Know Your Genotype. We will ship your new item via the courier you selected when you initially placed the order. 

Need help?

Contact us at support@knowyourgenotype.org for questions related to refunds and returns.