Shipping policy

We offer free shipping to the United States and its territories, including APOs/FPOs, Puerto Rico, Guam, and U.S. Virgin Islands.

PROCESSING TIMES

Gena Penn promotes an ethical and sustainable approach to luxury shopping. Our shoes are made to order to avoid overstocking. This helps reduce waste, carbon emissions, and our overall environmental footprint.

The production starts when you receive an order confirmation email. Once production is finalized, we ship items from Italy straight to you. Due to global supply chain challenges, shipping times could be longer than usual.

We keep a small inventory of shoes in our USA warehouse. If the style is listed as available in our USA inventory, we can ship it right away. 

DELIVERIES

Every shoe is made to order, with the production and quality assurance process taking up to 12 business days. The total order-to-delivery time is generally 6 to 15 business days.

RETURN PROCESS

If you are unsatisfied with your purchase, contact us at support@genapenn.com within 14 days of receiving your shoes to request a refund. We will email you the instructions to start the return process. We do not accept any returns at our headquarters in Rockville, Maryland.

Shoes must be returned to us within 14 days of delivery and in a pristine, unworn condition to qualify for a refund.  

SATURDAYS & WEEKENDS

Saturday delivery is not included in the standard pricing for UPS. An additional UPS Saturday delivery fee will be added to your shipping costs, if available. If you would like to request Saturday delivery, email us at support@genapenn.com.

While deliveries may be scheduled for a specified arrival, we cannot guarantee delivery by any specific time. Delays may be caused by weather or mechanical issues and GenaPenn.com is unable to refund shipping fees for these kinds of delays as they are out of our control.

ORDER CHANGES

We cannot change orders once they've entered production. If you need to upgrade your shipping before your order is shipped, please email us at support@genapenn.com.

SHIPPING TO NON-BILLING ADDRESS

To protect against fraud, we suggest that all items be shipped to the billing address of the payment method. We recognize that several exceptions may be requested (e.g., shipping to a neighbor, place of business, second home, or gift). While we can typically honor these requests, you must enter the contact information for the buyer and recipient, as we may need to phone-verify the order. This may result in a delay in processing time.

SHIPPING TO A BUSINESS

We will ship to your place of employment after verification. If you choose to send it to a business, please provide the Company name and contact phone number.

COMBINING ORDERS

Upon request and approval, two or more orders and a multiple-item-order may be combined into a single shipment.  

If your order contains more than one item, you may receive separate shipments when each artisan has finalized production. There will be no increase in the shipping charge to you. We do our very best to combine shipping when it is possible to do so.