Shipping and Delivery Policy

Last updated: 5 November 2026

This Shipping and Delivery Policy describes the terms applicable to the transport of orders placed on the GEN PERFORMANCE website.

It supplements the General Terms and Conditions of Sale. In the event of a conflict with a mandatory legal provision or with the General Terms and Conditions of Sale regarding consumer rights, the latter prevail.

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1. Delivery areas

GEN PERFORMANCE ships its Products within France and to many international destinations.

The destinations actually available and the transport methods offered are determined at the time of the order, depending in particular on:

• the country or territory of delivery;
• the weight of the parcel;
• the volumetric weight;
• the dimensions of the Product;
• the value of the order;
• any restrictions applied by the carriers;
• and the availability of delivery services for the destination concerned.

Where a destination cannot be selected directly at checkout, the Customer may contact GEN PERFORMANCE to check whether a specific shipping solution is available.

2. Delivery methods

Depending on the destination, the nature of the Products and the services available, GEN PERFORMANCE offers, in particular, home delivery and pickup point delivery solutions.

2.1. Pickup point delivery – DPD Pickup

Pickup point delivery is offered in particular via the DPD Pickup network.

Where this option is available, the Customer selects the proposed pickup point that suits them during the ordering process.

The Customer receives information enabling them to track the transport of their parcel and to be informed when it is available at the pickup point.

The carrier may exceptionally change the pickup point initially selected, in particular in the event of closure, saturation, temporary unavailability or impossibility of delivery to the chosen point.

In this case, the parcel may be redirected to another nearby DPD Pickup point, in accordance with the procedures applied by the carrier.

2.2. Home delivery – DPD

Home delivery is provided in particular by DPD.

The Customer must provide a complete and accurate delivery address and, where necessary for the delivery to proceed smoothly, a valid e-mail address and telephone number.

Depending on the services available and the options offered by DPD, the Customer may receive notifications regarding the transport of their parcel and the arrangements planned for its delivery.

If the parcel cannot be handed over at the address provided, the carrier may apply the procedures provided for by its delivery service, in particular a further delivery attempt, making the parcel available at a pickup point or any other solution offered to the recipient.

2.3. Lightweight shipments

For certain particularly light Products suitable for this type of shipment, GEN PERFORMANCE may offer an economy postal shipping method or another suitable solution.

This delivery method is generally reserved for Products of low weight and small dimensions, in particular where their weight is less than approximately 100 grams.

Its availability is determined automatically or indicated when the order is placed.

2.4. Bulky Products or special transport

Certain Products may require special transport due to their weight, volume, value or characteristics.

In this case, a specific carrier or rate may be offered.

Where a transport cost cannot be reliably calculated automatically, GEN PERFORMANCE contacts the Customer to inform them of the options available.

No additional transport charge is collected after the order without the Customer’s express agreement.

If the Customer refuses the proposed surcharge where special transport is essential to fulfil the order, the order may be cancelled and the corresponding sums refunded.

3. Delivery charges

Delivery charges depend in particular on the shipping method, the destination, the weight, the volumetric weight, the dimensions of the parcel and, in some cases, the value of the order.

The exact amount applicable to the order is communicated to the Customer before final confirmation.

Transport rates may change in line with the carriers’ rate schedules. The rates displayed at the time of the order are therefore those applicable to that order.

4. Free delivery

GEN PERFORMANCE may offer free delivery above a certain order amount or as part of a commercial offer.

The conditions of the offer, in particular:

• the minimum order amount;
• the destination concerned;
• the eligible delivery method;
• and any exclusions related to weight or volume

are those displayed on the website and/or in the cart at the time of the order.

Any subsequent change to the free delivery threshold does not affect the conditions of an order already confirmed.

5. Order preparation and shipping

A distinction should be made between:

• the preparation or procurement time, corresponding to the time needed before the parcel is handed over to the carrier;
• the transit time, corresponding to the transport of the parcel after it has been collected by the carrier.

5.1. Products available in stock

The statement “Shipped within 24–48 business hours – subject to stock” concerns Products actually available in stock, allowing them to be prepared immediately.

In this situation, GEN PERFORMANCE aims to hand the order over to the carrier within 24 to 48 business hours of its confirmation, subject in particular to the day and time of the order, weekends, public holidays and exceptional circumstances.

This period corresponds to the preparation and shipping of the order and not to the total time needed for its delivery to the Customer.

5.2. Products available from a supplier or made to order

Some of the Products sold by GEN PERFORMANCE may be available from a manufacturer or supplier without being physically present on GEN PERFORMANCE’s premises at the time of the order.

In this case, a procurement time may be added to the transit time.

Where GEN PERFORMANCE has an estimate provided by the manufacturer or supplier, it may be indicated on the Product page or to the Customer before the contract is concluded.

The fact that a standard Product is ordered from a supplier following the Customer’s order does not turn that Product into a personalised Product and does not, on its own, exclude the statutory right of withdrawal.

6. Transit times

The transit times announced by the carriers start to run once the parcel has actually been collected.

The transit times displayed or communicated at the time of the order depend in particular on:

• the DPD or DPD Pickup service selected;
• the destination;
• the day on which the parcel is collected;
• and any operational constraints of the carrier.

These times may vary in particular during peak periods, in bad weather, in the event of disruption to the transport network or, for international shipments, due to customs formalities.

Where GEN PERFORMANCE communicates a contractual delivery date or period to the Customer before the order, that date or period is the one to be taken into account in accordance with the General Terms and Conditions of Sale.

7. Statutory delivery period

GEN PERFORMANCE delivers the Products on the date or within the period communicated to the Customer before the contract is concluded.

In the absence of an agreed date or period, delivery takes place without undue delay and at the latest within thirty (30) days of the conclusion of the contract, unless otherwise agreed with the Customer under the conditions provided for by law.

In the event of delay, the Customer has the rights provided for by Articles L.216-1 et seq. of the French Consumer Code (Code de la consommation) and by the General Terms and Conditions of Sale.

8. Orders containing several Products

Where an order includes several Products with different availability or procurement times, GEN PERFORMANCE may:

• group the Products into a single shipment;
• or make several shipments where this allows part of the order to be delivered more quickly.

Unless otherwise agreed with the Customer, splitting an order at GEN PERFORMANCE’s initiative must not generate delivery charges in addition to those accepted at the time of the order.

Where the order is delivered in several parcels, several tracking numbers may be communicated.

9. Order tracking

Where tracking is available, a tracking number or link is generally communicated to the Customer after shipment.

Tracking information is provided by DPD or by the carrier concerned and may take some time to be updated after the shipping label has been created.

The appearance of a tracking number does not necessarily mean that the parcel has already been physically collected by the carrier.

10. Delivery address

The Customer must carefully check that their delivery address is accurate and complete before confirming their order.

This concerns in particular:

• the recipient’s name;
• the street number and name;
• any additional address details;
• the postcode;
• the town or city;
• the country;
• and, where necessary, a valid telephone number and e-mail address.

If an error is detected after the order, the Customer is asked to contact GEN PERFORMANCE as quickly as possible.

However, a change cannot be guaranteed once the order has already been prepared, passed on to the carrier or shipped.

11. Incorrect address and parcel returned to sender

Where a parcel is returned to GEN PERFORMANCE because of an incorrect or incomplete address provided by the Customer, GEN PERFORMANCE contacts the Customer to decide how to proceed with the order.

Where the failed delivery actually results from an error attributable to the Customer, the direct and reasonable costs required for a new shipment may be charged to them.

However, GEN PERFORMANCE does not automatically exclude a refund solely because of an address error. The situation is assessed in light of the circumstances, the condition of the parcel and the applicable statutory rights.

12. Parcel not collected from the pickup point

Where DPD Pickup delivery is chosen, the Customer must collect their parcel within the period communicated by DPD or by the pickup point concerned.

If it is not collected within this period, the parcel may be returned automatically to GEN PERFORMANCE.

Failure to collect a parcel does not, on its own, constitute a clear statement exercising the right of withdrawal.

After receiving the returned parcel, GEN PERFORMANCE may contact the Customer to offer a new shipment. Where the return results from a failure to collect attributable to the Customer, the direct and reasonable costs of a new shipment may be charged to them.

If the Customer wishes to exercise their right of withdrawal and it applies, they must notify GEN PERFORMANCE under the conditions set out in the Returns, Withdrawal and Refund Policy.

13. Lost parcel

Where tracking appears to indicate a loss, a significant anomaly or a prolonged absence of movement of the parcel, the Customer is asked to contact GEN PERFORMANCE.

GEN PERFORMANCE may open an investigation with DPD or the carrier concerned where necessary.

In a sale to a consumer for which GEN PERFORMANCE has offered or arranged the transport, GEN PERFORMANCE remains responsible for the proper performance of the delivery until the risks are transferred under the conditions provided for by law.

GEN PERFORMANCE therefore cannot rely, against the consumer, on a clause under which the loss of the parcel would automatically be borne by the consumer as soon as it is handed over to the carrier.

14. Damaged parcel or missing Product

On receipt, the Customer is asked to check the external condition of the parcel and, as far as possible, its contents.

If a parcel is damaged, opened, crushed, repackaged or shows an obvious anomaly, it is recommended to:

• take photographs of the parcel before opening it;
• photograph the shipping label;
• keep the packaging and protective materials;
• check the contents;
• and contact GEN PERFORMANCE promptly in the event of damage or a missing Product.

The Customer may also record specific reservations with DPD or the carrier concerned where useful.

However, the absence of reservations with the carrier does not automatically deprive the consumer of their statutory rights against GEN PERFORMANCE.

15. Transfer of risk

Where GEN PERFORMANCE offers or arranges the transport, the risk of loss of or damage to the Product passes to the consumer when they take physical possession of the Product, or when a third party designated by them, other than the carrier, takes possession of it.

Where the consumer independently chooses a carrier that was not offered by GEN PERFORMANCE, the specific rules provided for by law apply.

16. Delivery within the European Union

For shipments of goods moving between Member States of the European Union, no customs duty is normally charged at the internal borders of the European Union.

This rule is linked to the European Customs Union and must not be confused with the Schengen Area.

The VAT applicable to distance sales to consumers located in the European Union is determined in accordance with the applicable European tax rules, in particular according to the destination of the order and the tax situation of the seller.

The amount actually invoiced is shown to the Customer before final confirmation of the order.

17. French overseas departments, collectivities and territories

The tax and customs rules applicable to the overseas departments, collectivities and territories may differ from those applicable to mainland France.

Depending on the destination, customs formalities as well as local taxes, duties, dock dues (octroi de mer) or customs presentation fees may in particular be applied.

The treatment of French VAT also depends on the tax status of the territory concerned.

GEN PERFORMANCE applies the tax treatment corresponding to the destination where it can be determined at the time of the order.

18. Deliveries outside the European Union

For certain destinations outside the European Union, the order may be invoiced exclusive of French VAT where the applicable tax conditions are met.

When the parcel arrives in the destination country, the Customer may be required to pay:

• customs duties;
• import VAT or local import tax;
• customs clearance fees;
• the carrier’s administrative fees;
• or any other levy imposed by the regulations of the destination country.

Where these sums are not included in the price paid to GEN PERFORMANCE, they are generally claimed directly from the recipient by the authorities or the carrier.

GEN PERFORMANCE does not determine their amount and invites the Customer to enquire with the competent authorities of their country where necessary.

19. Customs formalities

For orders subject to customs formalities, GEN PERFORMANCE may provide the carrier with the information required for the export and import of the parcel.

The Customer is responsible for the accuracy of the information they provide where it is required for import formalities.

A delay resulting from a customs inspection or procedure may extend the transit time.

20. Refusal to pay import duties and taxes

Where a parcel is returned to GEN PERFORMANCE because the recipient refused to pay legally due import taxes, duties or charges, the situation is examined once the parcel has actually been returned.

Any costs borne by GEN PERFORMANCE as a result of this return may only be charged to the Customer where such a charge is legally justified and corresponds to costs actually incurred due to a fact attributable to the Customer.

The consumer’s mandatory rights, in particular where a right of withdrawal applies, remain reserved.

21. Returns and right of withdrawal

This Policy mainly concerns the shipment of orders to the Customer.

The rules concerning:

• the right of withdrawal;
• return periods;
• return costs;
• return labels;
• any depreciation of the Products;
• and refund arrangements

are detailed in the Returns, Withdrawal and Refund Policy.

22. Relationship with the General Terms and Conditions of Sale

This Policy supplements the General Terms and Conditions of Sale of GEN PERFORMANCE.

The General Terms and Conditions of Sale set out, in particular, the rules relating to:

• the statutory delivery period;
• the consequences of a delay;
• the transfer of risk;
• liability;
• and consumer rights.

No provision of this Policy may have the effect of reducing the mandatory rights granted to the consumer by law.

23. Contact

For any question regarding a shipment or a delivery:

GEN PERFORMANCE
13 Route de Toulouse
31490 Léguevin – France
Telephone: +33 7 62 35 02 73
E-mail: contact@gen-performance.com