FAQs
Pre-Sales Questions
Q1: How long does it take to ship my order?
A: Orders are produced, quality-checked, and shipped within 2-3 business days. You’ll receive a tracking email once shipped.
Q2: How long is delivery time?
A: Delivery usually takes 7-10 business days.
During-Sales Questions
Q1: Can I modify or cancel my order?
A: Please email help@picovibes.com immediately. Changes cannot be made once the order enters production or shipping.
Q2: What if I entered the wrong shipping address?
A: If a package is returned due to an invalid address, you must cover reshipment costs. Unregistered accounts may not qualify for reshipping.
Q3: Why do I need to register an account and add a payment method?
A: A: Registered accounts ensure full after-sales support (e.g., reshipping). Unregistered orders may be donated to charity if unclaimed.
After-Sales Questions
Q1: What is the return and refund policy?
A: Refunds are only for defective items (e.g., misprints, damage). Claims must be submitted within 30 days of delivery. Non-defective or opened sealed items are not eligible.
Q2: What if my item is damaged or incorrect?
A: Report defective items with evidence within 30 days of delivery to help@picovibes.com Lost packages must be claimed within 30 days of the estimated delivery date.
Q3: What happens to unclaimed packages?
A: Unclaimed packages are returned and donated to charity at your cost, with no refund issued.
Q4: Tracking says delivered, but I didn’t receive my package.
A: Contact your local carrier for delivery details. If the package is lost, provide official proof from the carrier, and we will assist.
Q5: What are return restrictions for EU consumers?
A: Per EU law, customized items and opened sealed goods (e.g., face masks) cannot be returned. Other returns require proof of defects.
Q6: What if delivery takes longer than expected?
A: International shipping delays may occur due to customs, weather, etc. If your order hasn’t arrived in 14 business days, contact us for assistance.
Q7: Can I track my order?
A: Yes! You’ll receive a shipping confirmation email with a tracking number and link.
International Shipping Questions
Q1: Do you offer international shipping?
A: Yes! We provide international shipping to most countries and regions worldwide.
Q2: Will I be charged customs fees?
A: Customs fees and clearance responsibilities depend on your local regulations. We recommend checking your country’s policies in advance. We can provide invoices or documents to assist if needed.
Q3: What if my package is held by customs?
A: If your package is held by customs, you may need to provide documents (e.g., invoice or order details) for clearance. We can provide necessary documents,contact help@picovibes.com for assistance. Unclearable packages may be returned at your cost.
Q4: What if international shipping is delayed?
A: Contact us if your order exceeds the 30-day estimated delivery window. We’ll assist in tracking or resolving issues