FAQ

Welcome to our GenoStore. You need help?

Below you will find some important hints that will make it easier for you to use our shop.

1 About GenoStore

1.1 What is the GenoStore?

GenoStore is a modern online shop that guarantees the highest possible security while at the same time being easy to use. Under GenoStore you will find products related to banking such as Sm@rt TAN readers and smart card readers as well as our offers in the field of payment transactions forms, but also savings boxes or wearables. In addition, the GenoStore offers attractive articles on seasonal topics. Ordering through the shop is uncomplicated and the processing is fast and cost-effective.

1.2 What does the GenoStore offer you?

At GenoStore, we offer proven quality banking products such as smart tan readers and smart card readers. GenoStore stands for the highest quality and meets all security standards of the banks. SEPA transfers and payment forms can be easily personalized for your purposes in various formats and special forms. In addition, we offer you interesting offers outside the banking sector with constantly changing promotions.

1.3 Are there any technical requirements?

In order to fully experience GenoStore, we recommend that you meet the following requirements:

• PC, laptop, tablet or smartphone with high-performance internet access.
• Browser: current Internet Explorer or Firefox.
• Deactivation of the pop-up blocker.
• Activation of cookies in the browser and JavaScript.
• Accept GenoStore cookies.
• Acrobat Reader with browser plug-in or similar (for displaying documents).

2 Shipping & Delivery

2.1 Shipment

What are the shipping costs for my order?
The standard shipment within Germany is 4,25 € incl. VAT per order.

Is there an order value above which I no longer have to pay shipping costs?
No, there is no minimum order value above which shipping is free of charge.

2.2 Delivery

How long does my delivery take?
For information about the delivery time of an item, see the product details page.

Where is my order right now? Will I receive a tracking number?
Our shipping service provider will inform you by e-mail about the tracking number with which you can track your package.

Can I have a delivery sent to a packing station?
Unfortunately, it is not possible to have every order sent to a packing station. Delivery to a DHL Packstation is only possible if you are offered the standard DHL shipping method during the checkout.

Which shipping service provider will send my delivery?
We ship your order with our logistics partners DHL or DPD in standard shipping.

Can I choose the shipping service provider?
Unfortunately, you cannot choose whether your order will be shipped by DHL or DPD.

Who sends me the ordered items?
For each product, GenoStore shows by whom it is shipped. On the product detail page, the seller and shipper are identified below the article number. From this you can also conclude how many packages you will receive per order.

3 Return & Cancellation

3.1 Return

How can I return my order?
Did you accidentally buy an incorrect item and want to return it? No problem: With GenoStore, you have a 14-day right of return for complete, undamaged and originally packaged goods. The following goods are excluded from return: Individualised payment forms, sanitary products.

How does the return work?
Send the items you wish to return completely, undamaged and in their original packaging to the return address of the respective shipper within 14 days. All items that you have received from DG Nexolution Procurement & Logistics GmbH can be returned completely, undamaged and in their original packaging within 14 days to
DG Nexolution Procurement & Logistics GmbH
Am Frauwald 1
65510 Idstein

After we receive your return, we will check it and refund you the amount via your chosen method of payment.

What kind of goods are excluded from return?
The following goods are excluded from the right of return: Items individually manufactured for you, such as individualized payment transaction forms and hygiene articles.

Who will cover the costs of the return?
The costs of the return shipment are borne by the customer. In addition, the customer is obliged to pay for the costs of a defective and non-resalable outer packaging due to self-fault. Please note that GenoStore does not accept non-free shipments or cash on delivery shipments.

How can I exchange an item?
Unfortunately, a direct exchange is not possible. For an exchange, return the item as described and place a new order with your desired item

3.2 Complaint

My package has arrived damaged. What shall I do?
We are sorry that you received a damaged package/item. If you notice the damage at the time of delivery, we kindly ask you to note it upon acceptance of the package or to refuse to accept it. If individual items are damaged, please fill out the return and complaint form completely. We will take care of your request as soon as possible.

My item is defective within the warranty period. What shall I do?
Please inform us about the defect via the return and complaint form. After verification, you will receive a return label from us by e-mail, with which you can return the defective item to us free of charge. After receipt of goods and inspection, you will receive a replacement article if possible, which takes over the remaining warranty period.

3.3 Cancellation

How can I cancel my order?
Shortly after submitting your order, you have changed your mind and would like to cancel your order? Basically, we try to comply with cancellation requests. However, if an order has already been processed, cancellation is no longer possible. In any case, please inform us as soon as possible about your cancellation request by filling out the return and complaint form completely. Select "Cancellation" as the subject. Your order will be cancelled if possible and the payment will be refunded to the payment method used.

4 Order & Payment

4.1 Order

Can I order by phone or e-mail?
No, orders can only be placed online through our website. You can register or order as a guest.

How do I receive the invoice for my order?
You will receive the invoice for your order by e-mail. You can also download the invoice in your customer account.

My desired product is no longer available, what can I do?
If an item is sold out, you can use the email notification feature. To do this, enter your e-mail address on the product detail page. As soon as the item is available again, you will be informed by e-mail. Please understand that our customer support has no possibility to tell you when the item will be available again.

4.2 Payment

How can I pay?
We offer many different payment methods, including:

• Credit card
  Pay quickly, easily and securely with your credit card. We accept credit cards from Visa and MasterCard.

• PayPal
  Pay securely and conveniently by PayPal. At the end of your order process, you will be forwarded directly to PayPal for payment processing to make the payment.

• giropay
  Pay securely and conveniently via giropay, in the secure online banking of your bank participating in giropay.

• Immediate transfer
  Use the online payment system of Sofort GmbH (Klarna) for cashless payment on the Internet.

• SEPA direct debit
  Pay securely and conveniently by direct debit. In the case of a return debit note, a fee of 6,90€ will be charged, which must be paid by the customer.

Why do I not see all listed payment methods?
A payment method may not be available due to various factors. We reserve the right not to offer a payment method for some orders.

What can I do if my preferred payment method is not available?
Please understand that our customer support has no possibility to activate a payment method for you if it is not offered to you online and can not provide any information about the reason. If you are not offered all payment methods, other payment methods, services and benefits are still available to you.

5 Customer Account

Do I need a user account to order?
No, a customer account is optional. You can simply order conveniently as a guest from us. A customer account offers you the possibility to manage addresses and payment methods, to view orders and to download invoices.

How can I create a customer account?
Click on the user icon in the upper right corner. There you have the possibility either to log in to your customer account or to register for a new customer account.

What happens to my data?
The protection of your personal data is very important to us! For details, please refer to the terms and conditions and the data protection information of our website.

How can I delete my customer account?
If you would like to delete your customer account, please use the contact form and ask for the deletion of your account.

How can I change my personal data or e-mail address?
You can change your personal data, login data, contact details and billing or delivery addresses after logging in to your customer account area.

What advantages do I have with a customer account?
With a customer account, you can create a notepad and track all orders placed. You can also manage your personal data, login details, contact details, payment methods and billing or delivery addresses. With your next purchase in the GenoStore, you do not have to enter the contact details, billing and delivery address and the means of payment, so you save time on your next order.

I forgot my password. What can I do?
Simply use the "Forgot Password" link in the login screen. After you have clicked on it, you will be automatically redirected and only have to enter your e-mail address. We will then send you a confirmation e-mail. Click on the stated link to change your password.

Your question has not been answered?
Then contact us for general questions via our contact form. If you have any questions about your order via the returns & complaint form. We will contact you as soon as possible.