All orders are processed on business days: Monday - Friday, excluding Public Holidays.

Order placed over the weekend will be processed the following working week and may take up to 7 working days to be delivered.

Once you’ve successfully placed your order, you will receive an Order Acknowledgement email containing the details of your order. 

You will also be able to track your order status via ‘My Account’ – ‘Orders’ if you order was made. 

Please note that you need to be registered and logged into your account to view your online orders. Orders will not appear under ‘My Account’ if you checked out as a guest.

We always work to get shipments out as quickly as possible, so your order details would be locked and sent for processing as soon as we confirm it. Once you successfully make an order, any amendments to your order will no longer be possible. We always suggest reviewing your cart and shipping details carefully before you check out!

If the delivery details provided are invalid/insufficient, our courier partner will return your parcel(s) to BIO-GENE. From there, returned parcels will be refunded via store credit or you may proceed with a resend however extra shipping fees will be imposed.

If you wish to cancel, please contact our Customer Care Team with the Order ID at soonest and our team will assist you the best they could, and your refund will be credited into BIO-GENE account after your order has been cancelled and the rebate/free gift (if any) enjoyed will be withdrawn. 

You will need to place your orders separately for them to be delivered to different addresses/recipients as 1 order = 1 delivery address.

Our team would pack all the items in your order into one single box parcel if you purchase all items under 1 single receipt. 

Don’t worry, we’re here to help! Drop us a message at [email protected] along with the information below: 

Email address:
Name:
Total amount paid:
Date of payment:
Method of payment (Credit/Debit Card, Online Banking, E-wallet):
Credit/debit card issuing bank: (only applicable if payment via credit/debit card)
 

The reasons for such failure may be due to the use of a wrong card number or the card limit has been reached, etc. 

In case of a transaction failure, we recommend to try again using an alternative credit card, or give it another try with the same credit card again but at a later time as it may be due to technical issues with the server or internet connection. 

BIO-GENE has no control over such transaction refusal. If the payment still fails, you may contact your credit card company (Bank) to ascertain why the payment was declined. 

You may opt for other payment options as well, via Bank Transfer or Cash Deposit.