Customer Help
Our happiness team is always here to assist.
Delivery
How much does shipping cost?
– Order Amount: 0-USD$59: Shipping cost is USD$8.99, shipping time is around 10-15 bisiness days (most countries).
– Order Amount: more than USD$59: Shipping cost is FREE, shipping time is around 8-12 bisiness days (most countries).
– For express delivery and other details, please click here>>
Why hasn't my shipping information been updated?
After we successfully dispatch your order from our warehouse, it takes some time for the shipping carrier to provide an update of your package. Once the carrier updates the information, you will be able to track your order status.
If there is still no shipping information after a few days, please email us at [email protected]. Our CS team members will get back to you within 24 hours generally and check order status for you.
Why is the tracking number not working?
When we ship our packages to you, there might be no immediate updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility, it will update. It may take a couple of days to see any activity once the order is shipped out from our company.
If there is still no shipping information after a few days, please email us at [email protected]. Our CS team members will get back to you within 24 hours generally and check order status for you.
Do I need to pay the Duty?
All orders are shipped duty-paid to ALL parts of the world. If you get hit with a bill for import duty, send it to us and we’ll pay it.
What can cause delays on my order?
The most common factors may cause to the delay are as following:
1) Misspelt, incompleted ,or outdated address when the carrier fails to delivery the package.
2) Unforeseen circumstances at the local post office, postal strikes, customs clearance , or weather.
3) The carrier may take 1-2 business days to register and receive parcels. This will affect your shipment status.
4) Public Holidays in your location and ours can also cause delays during the processing time.
How to change my shipping address?
Please email us at [email protected] first to submit your ‘changing address’ request.
Generally, we can only update your shipping address before shipment. To ensure that your package can be properly delivered, please ensure that your address is complete and correct with all information including apartment/suite/room numbers.
We are unable to cancel an order after shipment. Please keep an eye on your order status to make sure you can receive your order.
My Package went missing. Help!
We are not responsible for lost or stolen packages if the courier has marked the package as “Delivered.” However, we’d be happy to assist you with your lost order. Please check with your household members or neighbors to see if anyone may have received the package. This is usually how they find their packages at last.
Payment
Is your payment method safe?
Yes!
Please rest assured that Etervivajew will warrant that your information including the sensitive information submitted by you is protected both online and off-line. While you are making the payment, the page is secure, encrypted and protected with encryption software, SSL.
What methods of payment do you accept？
We, Etervivajew are doing our best to ensure you a wonderful shopping experience with us. Currently, we provide simpler, more efficient, and more secure Paypal and Credit card payment. No matter what methods you prefer, you need to select your items and add them to your shopping cart, that’s for sure.
In addition, registering with us first would be very helpful for shopping with us since you will get rid of the trouble of entering your information repeatedly, plus, you can manage your account, check your Etervivajew account and get informed with your order status very fast. For more payment procedures, please read the following instructions.
Why am I being asked to authorize my order?
Why was my payment declined?
If you have trouble paying via credit card: Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or your card is not suspended by the bank for a review. In the case that your payment is still refused, we suggest you try a different card or pay us via PayPal.
Why was I charged for customs and import duties?
Your order may be subject to import duties and/or taxes, which are levied once your package reaches your country. Please kindly provide us with the payment receipt and we will compensate our customers for customs charges. The price quote for duties is determined by the destination customs authority.In the event that the buyer refuses delivery of the shipment, the buyer is responsible for payment of all return duties and taxes; in this case, return shipping charges will be billed to the buyer’s method of payment. Shipping fees are not refundable for undelivered shipments or refused shipments.
Do you have any coupon codes?
Yes, if you sign up to our newsletter on the bottom of our homepage you will receive an email with a coupon code.
Can I use more than one coupon code?
Sorry,our website only allows the use of one code per transaction so please use the code with the best discount /offer at the checkout.
What if I forgot to add my promo code at checkout?
If you forgot to add your promo code at checkout, please email us at [email protected] with your order number and offer details. We will work to find the best solution for you!
Orders
How do I modify the items in my order?
Contact [email protected] as early as possible to make the changes. Please be noted that one can not make changes to the order once the order ships.
How do I track my orders?
After the order ships out, you will receive a shipment email with the tracking number provided.
If you have not received an email about your order being shipped within 2-5 business days of the date you placed your order then please contact [email protected] for further assistance.
How do I cancel an order?
The first thing to do is send us an email [email protected] with all the necessary information stating you wish to cancel your order.
We cannot cancel orders which have been shipped out. In other words, once you receive our shipment notice, the order cannot be canceled. Then please wait for your package to arrive and you may either keep it or contact us for return/exchange. You will have to be responsible for the postage required to send the original item to our collection warehouse. In the case of a return, your payment will be refunded to you after we confirm the reception of the order at our collection warehouse.
How long will it take my order to arrive?
– We typically ship your order within 1-3 business days.
– Shipping usually takes 3-5 business days (Express) for USA,Canda and 12-18 business days for other countries.Your order will arrive within below delivery estimates based on your location and selected shipping speed.
– A tracking number will be sent to you by email if items shipped out.
What Shipping Mehtods are available?
– For free/standard shipping, we use your local postal service such as USPS, Royal Mail and LePost.
– For express shipping, we use parcel shippers like DHL, UPS or FedEx depending on your location.
Do you ship Internationally?
Yes, Etervivajew ships to most countries and regions worldwide and will provide you with the tracking information after your order ships out. Please kindly noted that P.O. Boxes and military addresses (APO, FPO) cannot be delivered. Any Questions, please feel free to contact our Email [email protected] . Note: Due to the ongoing health situation in the world, some countries have taken mandatory quarantine measures, and delivery services will be affected. You are suggested to check with your local post office first to find out if they can accept deliveries normally.
What should I do if the package is Damaged in transit?
a) When you receive the parcel, please check if the package is damaged, whether the products are correct. If there are any problems mentioned above, please refuse to sign for the parcel and contact us in time.
b) If you encounter the condition that the parcel must be signed before it can be checked. Please sign for and open the parcel in front of the courier. After checking, if there is no problem then you can give the receipt to the courier. If there is any problem, please give feedback to the courier and contact us immediately. (It is suggested you take pictures of the package box, product boxes, products, waybill, etc. And pictures should be clear and easy to identify. )
c) If you(or your client) do not check the parcel and signed, the commitment that logistics undertakes transportation risk will end.
I placed an order on your website but I can’t see it in my account when I log in, why is that?
The reason for this is because you used our express checkout feature which allowed you to pay for your order without logging into our website. Since our ordering system has no way of knowing which account to associate your order with if you don’t log in, it cannot put the order on your account.
Why didn't I get an email about my order being shipped?
Our shipping notification email is sent out automatically by our ordering system once your order has been shipped out. If you did not receive an email, you may have entered your email incorrectly or it could have sent to your spam folder.
It normally takes 1-3 business days for us to process your order before sending your package out. If you have not received an email about your order being shipped within 2-5 business days of the date you placed your order then please contact [email protected] for further assistance.
Return
How do I make a return?
1. We accept returns postmarked within 30 days of the original purchase date. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
2. The following items cannot be returned, refunded or exchanged : ① Items On Clearance, ② Gift Card, ③ Customized Items
3. Items must be returned unworn, unwashed, undamaged with all original tags attached. We do not accept a returned item that’s worn, damaged, washed or altered in any way.
4. Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for a refund
When will I be refunded?
We will endeavor to process returns or exchanges within two weeks of receipt of your item(s). We would issue a refund to your original payment method. That’s to say, if you used PayPal to pay, we would refund to your PayPal. Refunds cannot be returned to alternate cards or different forms of payment. Please keep a copy of your shipping information for returns so that you can track the item.
Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout.
When will the exchanged items be shipped out?
For exchange, the new items will be processed within 5 business days of receipt of your item(s). And for the estimated shipping time, please refer to the shipping time for the normal orders.
Can i send the return without contacting you?
Note: Please make sure that you contact us first and will return the package to our agreed return address. Or it will affect the processing of your return. We do not accept returned items that were sent back by you directly without checking with us first.
Do I have to pay for return shipping?
For non-defect returns, we will reimburse for the price of goods only. You will be responsible for the return postage for the additional returns, and you are suggested to choose the economical way to return.
Please pre-pay freight costs for returned items. In the case of a manufacturer’s defect, we will reimburse you for your return shipping costs.
Please send us an email and attach clear photos of the items that verify a quality issue first. Please follow the instructions that are provided by our customer service team.
How do I return or exchange my item if I can not print the form?
If you can not download the return form, just put a paper that note your return items, your email, your order number with the returned package.
Others
How do I modify my billing address?
Do you offer a wholesale price?
If you are a retailer and are interested in selling our product in your store, please send us an email at [email protected]. We will get back to you ASAP.
Where is Etervivajew Based?
Etervivajew is a global company with teams all over the world in places such as Coronado, Shanghai, Hangzhou, Suzhou and Red Lion.