Shipping, Returns and Refunds Policies - Genius Lab Gear

Last updated May 11th, 2026

We want you to love what you buy. This page covers everything you need to know about how we ship, how to return or exchange something, and how refunds work. Take a minute to skim before you place an order so there are no surprises later. Lab coats have a few unique rules due to cleanliness considerations and embroidery personalization, so look for the highlighted For lab coats boxes throughout the page.

If you have questions that are not answered here, email us at info@geniuslabgear.com and we will sort it out with you.

The short version

• Returns window: 30 days from delivery on eligible items. Shipping costs are not refunded and lab coats have additional inspection $2.50 inspection fee for safety reasons. Start a return from your order history page.
• To be eligible for a return: Items must be in perfect and pristine condition, in their original packaging.
• Not eligible for return: items printed individually to your order (Shirts, Mugs, Artwork) and embroidered or altered lab coats, unless they arrive defective.
• Cancellations: we can cancel an order only before it is fulfilled. Email us right away if you need to stop one and we will do our best to intercept.
• Exchange process: Just place a new order and start a return for your original item.

Shipping

How shipping is calculated

Shipping is calculated at checkout based on your address and the items in your cart. We don’t upcharge it - these are live carrier rates (and the lowest we can find). Expedited options are available on some items. We ship to most countries worldwide, though not every item is available in every country.

Large items like posters and printed items like mugs often ship separately.

When orders are processed and shipped

Our website accepts orders 24/7. Orders placed before 2 PM ET M-F typically ship the same business day. Orders placed after 2 PM ET, on weekends, or on holidays nearly always ship the next business day.

Items that do not ship immediately:

• Embroidered items ship 2-3 weeks later
• Printed items like mugs and artwork typically ship in 3-5 days

Delivery addresses and failed deliveries

Please double-check your shipping address at checkout. We are not responsible for the cost of re-shipping packages that fail delivery because the address was incomplete, outdated, or no one was home to receive it. If your shipping address changes after you order but before we ship, email us right away at this address (below) so we can attempt to update it. This is a manual process and we can’t always see and execute your request before the package ships from the warehouse.

We are also not responsible for packages that are confirmed delivered by the carrier but then go missing or are stolen at the address. If you want signature confirmation, email info@geniuslabgear.com and we can create a custom order with that shipping option for a small additional charge.

International shipping

Yes, we ship to the UK and EU. For orders to the UK under £135 and orders to the EU at or below €150, we partner with Passport Shipping; for those orders, Passport is the Importer of record. See the International Shipping Terms of Service at the bottom of this page for the full details.

For all other international orders, shipping costs are calculated at checkout by UPS, DHL, or USPS. Tracking details may take 7-10 business days to appear after the order ships or after handoff to your local carrier.

Duties, customs, and VAT: Genius Lab Gear is not responsible for any duties, VAT, or customs fees, which can be 20% or more of the order value. If not explicitly collected in the shipping cost at checkout, these are paid by the customer and assessed by the destination country. If a package is returned to us because duties were unpaid or the address was incomplete, the original shipping cost will not be refunded and a $2.50 restocking fee per item will be deducted from any refund issued, which helps cover the warehouse inspection and receiving cost.

Order changes and cancellations

We can change or cancel an order only before it has been fulfilled. Once you receive a shipping/fulfillment confirmation email, the package is on its way and we cannot recall it.

Many orders ship within a few hours of being placed, so email us immediately if you need a change. Send the request to the warehouse team directly. We will do our best to intercept it, but we cannot guarantee that we can stop a shipment from leaving the warehouse in time.

If we are not able to cancel before it ships, you can still send it back under the return policy below. Return shipping costs and the original shipping cost will not be refunded.

Returns

The 30-day return window

You have 30 days from the delivery date to start a return on eligible items. Returns started after 30 days cannot be accepted.

What can be returned

You can return the following items for any reason within 30 days:

• Stickers
• Posters
• Pocket cards
• Word magnets
• Unworn, non-personalized lab coats (see the lab coat box below for the specifics)

To be eligible, the item must be unused, in the same condition you received it, and in its original packaging.

What cannot be returned

Items that are printed individually to your order cannot be returned because of personal preference or sizing. This includes:

• Shirts
• Bandanas
• Apparel
• Tote bags
• Mugs
• Artwork

Why? Using single-item printing lets us offer many more sizes, colors, and styles than we could carry as inventory, and it cuts way down on unsold-stock waste and over-manufacturing. The trade-off is that returned printed items usually cannot be re-sold, and shipping them back often costs more than the item is worth. If you are unhappy with your size or color choice, email info@geniuslabgear.com and we can work with you on a discounted replacement.

Defective printed items: If a printed item arrives defective, we will absolutely make it right. Email us with photos of the problem area so we can process a replacement or refund.

Exchanges

For most products, we replace items only when they arrive defective or damaged. If you need a defective item replaced with the same item, email info@geniuslabgear.com with photos or videos explaining the issue and we will walk you through the next steps.

Important: Please get confirmation from our team at orders@geniuslabgear.com before shipping anything back. Returns sent without prior confirmation can be delayed or lost.

Warranty and defects

If something we sent you is defective, broken, or just clearly wrong, we will make it right. Email us with photos of the issue at info@geniuslabgear.com and we will replace or refund (our choice, depending on the situation).

How refunds work

Refunds from returns

Once your return reaches us and passes inspection, we will email you to confirm it has been received and let you know whether your refund is approved. Approved refunds go back to your original payment method. Depending on your bank, it can take a few business days for the credit to appear on your statement.

Important deductions: Original shipping charges are not refundable. If you receive a refund, the cost of return shipping (and, on lab coats, the $2.50 inspection fee) will be deducted from your refund. If the return shipping charge is unpaid by the time the item reaches us, the refund will not be issued.

Refunds when something gets lost in the mail

If a carrier loses your package, we can issue a refund without the item being returned. Lost-mail refunds can take up to 45 days from the start of the complaint while we work through the carrier’s claims process.

We are not responsible for packages that the carrier confirms were delivered but then go missing at your address.

Late or missing refunds

If you have not received a refund yet, please check these first, in order:

• Check your bank or credit card account again after 3 business days.
• Check your Genius Lab Gear account for the status of the return

If you have done all of that and still do not see the refund, email info@geniuslabgear.com and we will look into it.

Gifts

If an item was marked as a gift at checkout and shipped directly to you, you will receive a gift credit for the value of your return. The gift certificate is mailed once we receive and inspect the returned item.

If the item was not marked as a gift, or the gift giver shipped it to themselves first to hand to you, we will refund the gift giver (and they will see the refund land in their account).

Return shipping

A few practical notes on shipping returns back to us:

• Get confirmation from our team before shipping anything back. Email orders@geniuslabgear.com.
• In most cases, we will provide a paid return label and deduct it from the eventual refund of the original order.
• The original shipping charge is not refunded.
• For anything worth more than $25, we suggest using a trackable shipping service or buying shipping insurance. We cannot guarantee that we will receive an untracked return.
• Please allow up to 2 weeks for our warehouse to inspect and approve a return after it’s delivered. They are busy and batch this.

How to start a return

For lab coats and account orders, the easiest way is to use your account portal. For all other items, just email us.

Via your account (recommended for lab coats)

• Go to account.geniuslabgear.com (or click the profile icon in the store navigation) and log in. We will email you a six-digit verification code, enter it on the login page.
• Click the order you want to return.
• Select the items you are returning and pick a return reason. You can add a note for our team if helpful.
• Click "Request return." If your request is approved and shipping is required, you will receive an email with a return label.
• Print the label, tape it to the box or mailer, and drop the package off with the carrier listed on the label (usually UPS or USPS).
• Once we receive the package and it passes inspection (allow 2 weeks), we will refund the item. If the item is too damaged or soiled to resell, no refund will be issued.

By email

Email info@geniuslabgear.com with your order number and what you want to return. Wait for confirmation before shipping anything back.

Who to email

We use a few different inboxes to keep things organized:

• General questions: info@geniuslabgear.com
• Urgent order changes or address corrections: 
• Return confirmations and shipping questions: orders@geniuslabgear.com

More Legal Stuff...

The below text is more for the lawyers than for customers. 

Governing law and disputes (U.S. orders)

If you bought from Genius Lab Gear from an address inside the United States, these policies and any related dispute are governed by the laws of the State of Ohio, without regard to its conflict-of-laws rules. The federal and state courts located in Franklin County, Ohio have exclusive jurisdiction over any dispute that is not resolved informally.

Before filing any formal claim, we ask that you email us first at info@geniuslabgear.com with a clear description of the issue and what you’re hoping for as a resolution. We commit to responding within 10 business days. Most issues get sorted out at this step. If we can’t reach an agreement within 30 days of your first email, either of us is free to pursue the matter further.

Nothing in this section limits your right to bring a claim in small-claims court, or to report a concern to a consumer-protection regulator in your jurisdiction.

Your rights as a UK or EU consumer

If you are a consumer in the United Kingdom or the European Union and your order is being sold to you directly by Genius Lab Gear (orders over £135 to the UK, or over €150 to the EU, which fall outside our Passport Shipping arrangement), you have a statutory right to cancel your order without giving a reason. This is in addition to our regular return policy above.

Your statutory cancellation window is 14 days, starting the day after you receive the goods. To cancel within this window, send us a clear written statement of your decision to cancel, by email to info@geniuslabgear.com or by post to:

Genius Lab Gear

1391 W. 5th Ave, Ste. 208

Columbus, OH 43212, USA

You can use the model cancellation form below, but you don’t have to.

Once you cancel, you need to return the goods to us without undue delay and no later than 14 days from the day you told us you were cancelling. You’ll bear the direct cost of returning the goods. We’ll refund the full purchase price plus the original standard shipping cost (we don’t have to refund any upgrade you paid for expedited shipping) within 14 days of receiving the goods back, or 14 days of receiving evidence that you’ve sent them back, whichever is earlier.

Embroidered or otherwise personalized lab coats are exempt from the statutory cancellation right because they are made to your specifications. The same is true for any other item we make to order for you individually.

Model cancellation form

To: Genius Lab Gear, 1391 W. 5th Ave, Ste. 208, Columbus, OH 43212, USA. Email: info@geniuslabgear.com

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

International Shipping Terms of Service (Legal Stuff)

Applies to UK orders under £135 and EU orders €150 and under, which are sold through Passport Global Inc.

Schedule 1. Terms and Conditions:

• You are shopping on a merchant’s website (the "Merchant").
• If you place a Qualifying Customer Order, the Product(s) you are purchasing will be sold first by the Merchant to Passport Global Inc ("Passport") and then by Passport to you under these Terms and Conditions. Your payment information, shipping address, and any additional information required to complete your order will be shared directly with Passport and its nominated agents and contractors in order to complete your order.
• Your Qualifying Customer Order is subject to (1) these Terms and Conditions, and (2) any relevant terms and conditions imposed by the Merchant. By completing your purchase, you confirm you have read and agree to both.

By placing a Qualifying Customer Order, you understand and agree that:

• You are dealing with and providing your information to Passport. Passport may contact you about your order.
• If there is an error in a listed price or in the price applied during the sale, Passport and its agents may contact you, correct the price, or cancel your order.
• The Merchant remains responsible for handling payment for your order.
• Once your payment is processed, ownership of the items shifts from Passport to you.
• Certain addresses are ineligible for shipment, such as PO boxes.
• Passport may refuse service, refuse to process or complete orders, remove or edit content, or cancel orders for any reason or no reason, in its sole discretion.
• If you are under the age of majority where you live, your parent or guardian’s approval is required.
• You authorize Passport and its nominated agents to act as your agent for customs declarations, customs clearance and entry, and redirection of orders as reasonably needed.

• Currency. You may pick your payment method and currency from the options shown at checkout. Currency values vary, so the actual purchase price may vary depending on the currency you choose.
• Billing. If you pay with a card or another electronic payment method, charges are subject to the Merchant’s terms and conditions.
• Shipping. Items may ship as a single shipment or as multiple shipments. If your order is partially filled, you will only be charged for items that actually ship to you.
• Chargebacks, fraud prevention, and void transactions. Passport may use fraud-prevention protocols and standard verification systems to reduce fraud and chargeback risk. You must comply with these, including card authentication and "ship to"/"bill to" address verification. Once an order is placed, you may not change authenticated payment info or verified addresses. Transactions accepted in spite of a declined authorization due to a systemic error are void.
• Customer service and returns. Questions or complaints about your order should be directed to the Merchant first. Passport may work with the Merchant to resolve issues. The Merchant is authorized to allow returns or refunds in line with its own policy and to reimburse you for the original sales price of products returned to the Merchant’s nominated address. Passport may refuse a return where a restriction applies to the item. Your sole remedies are against the Merchant. Where a return is authorized, the Merchant will issue a credit note to Passport, and Passport will provide a credit note to you. You authorize Passport and its agents to act on your behalf to recover any import duties or taxes, and to sign documents reasonably needed to facilitate the return.
• General terms.

• Compliance with applicable laws. You certify that any products purchased will not be imported, exported, sold, or transferred in violation of any applicable laws, including U.S. Export Administration Regulations and U.S. sanctions, and equivalent statutes of England and Wales or the EU. You are responsible for knowing the laws of the country you are importing into.
• Privacy. To complete your order, you provide personal information to the Merchant and Passport, and you consent to it being collected, used, processed, disclosed, and stored by the Merchant and Passport and our service providers as needed to complete your order. Passport accepts no liability for the collection, use, processing, disclosure, or storage of your personal information by the Merchant or any service provider engaged by the Merchant; that is governed by the Merchant’s privacy policy. The Merchant and Passport may analyze transactional data on an aggregated, de-identified basis for trends, statistics, and service improvements.
• Electronic communications. When you place a Qualifying Customer Order, you are communicating with Passport electronically, and you consent to entering into this agreement and receiving communications electronically.
• Modifications. Passport may change its system, policies, and these Terms at any time. The current version will be presented every time you make a Qualifying Customer Order, and you are responsible for reviewing them each time you order. Any order placed after a change takes effect counts as your agreement to the new version.
• Severability. If any term is found invalid or unenforceable, that term is severed and the remaining terms still apply.
• Proceedings. Any action or proceeding arising out of these Terms must be brought in the courts of California, United States, and you agree to that jurisdiction.
• Language. The parties have agreed and expressly requested that this agreement and all related documents be drawn up in English.
• Definitions. "Member State," "third country," and "third territories" are defined per Article 5 of Council Directive 2006/12/EEC. "Products" means goods offered for sale via the Merchant’s website that are not subject to excise duty and not prohibited or restricted goods. "Product Prices" means prices including VAT at the appropriate rate. A "Qualifying Customer Order" is an order for products shipped from a third country (excluding NI) to an EU Member State, from a third country (excluding the UK) or an EU Member State to Great Britain, or from a third country (excluding NI) to NI, where the total intrinsic value does not exceed £135 (for GB/NI) or €150 (for EU Member States), measured per consignment if shipped separately.