FAQ

 

Is my personal information Secure?
Your payment information and personal data are encrypted during transmission using SSL (Secure Socket Layer) technology, which is widely used on the internet for secure payment processing.

MY TRACKING IS NOT VISIBLE
If your tracking number is not working, please ensure that you have entered the code correctly. The best way to do this is by using the copy and paste method. However, please note that while 90% of our orders have a tracking number, it is possible that your specific order may not have one. If you have any concerns or would like more information about your shipment without a tracking code, please contact us at support@ruvas.store, and we will do our best to assist you. You will receive your tracking number via email within a few days after placing your order, and you can track your order using the code on our Track your Order page.

HOW DO I KNOW IF MY ORDER HAS BEEN SENT?
Once your items have been shipped, we will send an email to your registered email address as well as the phone number you provided during checkout. The tracking number is typically available within a few days after shipment.

You can also visit our online order tracking page to track the status of your package.

THE COURIER SAYS IT HAS BEEN DELIVERED BUT I HAVEN'T RECEIVED ANYTHING
Sometimes tracking services may mark an order as delivered when it reaches your local post office, even if you haven't received your package yet. In such cases, we recommend waiting a few more days for the postal service to deliver the package to your doorstep. Alternatively, you can contact your local post office as they may be holding the item for you. They will be able to provide further assistance regarding the delivery of your package.

SHIPPING AND DELIVERY

HOW LONG DOES IT TAKE FOR MY ORDER TO BE SHIPPED?
All items have a processing period before they are shipped.
99% of orders leave the warehouse within 1-3 days after payment. We will notify you by email when your items have been shipped.

IF MY ORDER DIDN'T ARRIVE ON TIME, WHAT SHOULD I DO?
If your items have not arrived within 45 business days from the date of purchase, please contact support@website.com. We apologize for any inconvenience caused and our support team will assist you in resolving the issue.

HOW LONG IS THE SHIPPING TIME?
Standard international shipping: 8-18 business days All orders are shipped from our warehouse within 3 business days.

HOW WILL THE PACKAGE BE DELIVERED?

This depends on your location and the product you ordered. The package will be delivered to your home, mailbox, porch, or local post office with a notice left in your mailbox. Most orders can be picked up at your local post office once you receive a notification in your mailbox. This also happens if the mail carrier attempted delivery to your home but there was no one available to receive it and it could not be left securely anywhere.

WHAT ARE THE COSTS FOR DELIVERY?
We offer FREE delivery!

WHERE DOES THE SHIPMENT COME FROM?
Our warehouses are located in China and the United States. Most orders are shipped from China. If you would like more information about this, please contact us at support@ruvas.store.

RETURNS AND REFUNDS

WHAT IF I RECEIVE A DAMAGED/DEFECTIVE PRODUCT?
If you receive a damaged or defective product from Website, please send us a photo or video proof of the damage and we will promptly send you a replacement item (free of charge, of course).

AFTER PURCHASE 

WHAT IF I PROVIDED THE WRONG SHIPPING ADDRESS / SELECTED THE WRONG VARIANT? CAN I CHANGE IT?
If this happens to you, please email us as soon as possible at support@ruvas.store, and we may be able to assist. However, we cannot guarantee any changes, as our items are usually processed and shipped shortly after your order is placed, often on the same day or the following day. If your order is already in the shipping process, we cannot stop it. Nonetheless, please still contact us as we care about your situation and will try to assist you in any way we can. We understand how frustrating it can be to pay for something you cannot use. Please note that if we are unable to cancel the order, we will not provide a refund if you ordered the products to the wrong address.

MY PACKAGE IS STUCK IN CUSTOMS, WHAT CAN I DO?
Customs, postal services, and Website are separate entities, therefore we are not liable for delays caused by customs or local postal services, and we cannot be held responsible for customs services in your country. The payment of customs fees and taxes is the responsibility of the recipient and is not covered by us here at Website. For more information about the fees, you can contact your local customs office. If your order is being held by customs, we recommend calling the customs office of your country directly and asking them to release your items.

CAN I CHANGE MY SHIPPING ADDRESS?
Once you have placed an order, the information goes directly to the shipping department, which takes 1-3 business days to process the order. After that, the shipping department sends the tracking codes to data entry to update the tracking codes and send a shipping confirmation email to the customer. Therefore, if you need to make changes to your shipping address, please contact our customer service as soon as possible after placing your order. Please ensure that all information provided is correct before submitting your order to prevent loss of mail or other mishaps.
NOTE: For all customers who have provided a different shipping address than their permanent address, we are not responsible for lost or undelivered packages and/or if you have moved from the address you provided us.