Aiviou Technology Co., Ltd. FAQ

Payment

Which payment methods do you accept?

We accept various payment methods, including credit cards, SEPA, cryptocurrency, and more. You can view the available payment options on the checkout page.

Why was my payment declined?

Payments may be declined for various reasons, such as incorrect credit card details, insufficient funds, or issues with the payment provider. Ensure that the payment details you provide are correct or contact your payment provider to resolve the issue.

How can I get an invoice?

You can request an invoice during checkout, which we will then send to you by email.

Do you offer the option to pay cash on delivery?

We do not offer cash on delivery. You must use online payment methods when placing an order.

Is there an option to enter a discount code or gift card?

Yes, if you have a discount code or gift card, you can enter the relevant information on the checkout page to benefit from discounts.

Is the payment secure?

We take multiple measures to guarantee the security of payments, including encryption technology and payment processing that complies with PCI standards.

How can I receive an order confirmation after I have made a payment?

Immediately after a successful payment, you will receive an email confirming your order with detailed order information.

How can I get my money back?

If you would like a refund, please contact our customer service and provide your order details. We will assist you with processing refund requests in accordance with our refund
policy.

How can I view my order history after I have made a payment?

Log in to your account and go to the “My Account” page. In the Order History section, you can view the payment details and order status of previous orders.

Shipping

What is the shipping policy?

Countries we can ship by: DDP (Duty – Free Delivery) Method; you no need to clear customs and you no need to pay import duties.
● USA – UPS Express (except Alaska and Hawaii)
● UK – Local DPD Express
● Europe – UPS Express/ DPD Express/ DHL Express

Lists of countries of Europe DDP method: Germany, Belgium, Luxembourg, Netherlands, Czech Republic, Poland, Croatia, Slovakia, Slovenia, Finland, Sweden, Austria, France, Italy, Hungary, Bulgaria, Lithuania, Estonia, Latvia, Greece, Ireland, Portugal, Spain.

Shipments to European countries other than Great Britain are cleared in Germany and sent from
Germany to other European countries.

● UAE (Dubai only)
● South Africa
● Vietnam
● West Malaysia (except the island of Kalimantan)

Shipping times for specific countries:

LAND	SHIPPING METHOD	SHIPPING TIME
US	UPS Ground (Local)	10-15 days
UK	Local DPD Express	7-12 days
Germany	UPS/DPD/DHL Germany	8-13 days
France	UPS/DPD/DHL Germany	8-13 days
Belgium	UPS/DPD/DHL Germany	8-13 days
Luxembourg	UPS/DPD/DHL Germany	8-13 days
The Netherlands	UPS/DPD/DHL Germany	8-13 days
Czech Republic	UPS/DPD/DHL Germany	8-13 days
Poland	UPS/DPD/DHL Germany	8-13 days
Croatia	UPS/DPD/DHL Germany	8-13 days
Slovakia	UPS/DPD/DHL Germany	8-13 days
Slovenia	UPS/DPD/DHL Germany	8-13 days
Finland	UPS/DPD/DHL Germany	8-13 days
Denmark	UPS/DPD/DHL Germany	8-13 days
Sweden	UPS/DPD/DHL Germany	8-13 days
Austria	UPS/DPD/DHL Germany	8-13 days
Italy	UPS/DPD/DHL Germany	8-13 days
Hungary	UPS/DPD/DHL Germany	8-13 days
Lithuania	UPS/DPD/DHL Germany	8-13 days
Estonia	UPS/DPD/DHL Germany	8-13 days
Latvia	UPS/DPD/DHL Germany	8-13 days
Greece	UPS/DPD/DHL Germany	8-13 days
Ireland	UPS/DPD/DHL Germany	8-13 days
Portugal	UPS/DPD/DHL Germany	8-13 days
Spain	UPS/DPD/DHL Germany	8-13 days
UAE (Dubai)	Special line Dubai	12-18 days
South Africa	Special line for South Africa	15-25 days
Vietnam	Special line Vietnam	3-5 days
West Malaysia	Special line Malaysia	4-8 days

Other countries

Except for these countries in the list above, you must clear customs and pay import duties. When the package arrives at customs, you can inquire with the local customs office about how much tax you have to pay.
Your customs authorities may also ask you to provide the following business license. (if applicable)

How are the shipping costs calculated?

Shipping costs are usually calculated based on the weight of the items, the shipping destination, and the selected shipping method. You can view the shipping costs during
checkout.

What should I do if my package gets lost or is delayed?

If your package has gone missing or has been significantly delayed, please contact our customer service. We will investigate the problem and help resolve it.

How can I track my order?

You can track your order by logging into your account and going to the “Order History” section. We also send order tracking information via email.

Do I have to pay customs duties?

The cost in on the check out page include all cost.U no need to pay any additional cost.

What is the estimated shipping time?

Depending on the product, the delivery time is 1 – 5 days and the shipping time is 7 – 15 days.

Security

How is the security of websites guaranteed?

We use multiple layers of security measures to protect your data and transactions, including data encryption, firewalls, and regular security audits.

How is my personal data protected?

We strictly adhere to our privacy policy and do not sell or share your personal data. Your information is used exclusively for processing orders and providing customer support.

Is the payment information secure?

We use a secure payment processing system that complies with PCI standards to guarantee the security of your payment data.

How do I create a strong password?

To create a strong password, use a combination of letters, numbers, and special characters and avoid easy – to – guess information such as birthdays. Changing your password regularly is also a way to improve security.

How can I check the authenticity of the website?

Check if the website URL matches the official website. Also look at the SSL certificate, which should indicate that the site is secure.

How do I report suspicious activities?

If you encounter suspicious activity or security issues, please contact our customer service immediately. We will investigate this and take the necessary actions.

Have anti – phishing measures been taken?

Yes, we have implemented anti – phishing measures to help prevent fraudulent activity on malicious websites and emails

Returns

I want to change the items I ordered. What should I do?

You can modify your order on or before 11:00 PM (PDT – 7 GMT) on the same day the order is placed. Please contact us at envipike@gmail.com or WhatsApp +86 181 2413 3608 to request changes.

How do I return a product?

We have a 15 – day return policy, allowing you to submit a return request within 15 days of receiving your item.

To be eligible for a return, the item must be in the same condition as when you received it, unworn or unused, with tags and in the original packaging. You will also need the receipt or proof of
purchase.

To initiate a return, please contact us at envipike@gmail.com. If your return is accepted, you will receive a return label and instructions from us on how and where to send the package. Items returned to us without a prior request for a return will not be accepted.

Feel free to contact us at envipike@gmail.com for questions about returns.

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