FAQs
1. Where do you ship?
We offer international shipping. Delivery times may vary depending on your location.
2. Do you offer item replacements free of charge?
Yes. If your item arrives defective or damaged, we will replace it at no additional cost. To initiate a replacement, please contact us and provide proof of the defect, such as photographs or a video.
3. Are shipping delays common?
Delays may occur due to high order volumes, particularly during peak seasons. Tracking updates typically appear within 48 hours. In some cases, it may take up to 2 days. If your tracking information has not updated after this period, please contact us for assistance.
4. Can I change or cancel my order?
To ensure timely processing, all change or cancellation requests must be submitted within 5 hours of placing the order. Requests made after this window cannot be accommodated.
5. What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) as well as Google Pay, Apple Pay, UnionPay, Shop Pay, and Klarna.
6. When will my order be processed?
All orders are processed and shipped from our warehouse in Hong Kong. Please allow additional processing time during holidays and promotional periods. Orders are processed Monday through Friday within 1–3 business days of placement, and are shipped the following business day. Please note that orders are not shipped on weekends.
7. How long will it take to receive my order?
Once shipped, delivery typically takes 1–4 weeks, depending on your location. You can track your shipment at any time using the tracking link provided in your confirmation email.
8. What if I don’t receive my order?
If your order has not arrived within 30 days of shipment, you are eligible for a full refund.
9. Will I be charged customs duties or taxes?
Our prices are in USD and don’t include taxes. Depending on where you live, your local customs office may add import fees when your order arrives. These charges are out of our hands and are the customer’s responsibility.
That said, many of our customers receive their orders without any extra fees — but it’s always best to double-check with your local customs office just in case. Thanks for understanding. We can’t wait for you to enjoy your order!
Please also note that customs processing may occasionally cause delivery delays.
10. What is your return policy?
Orders may be returned within 14 days of receipt if you are not satisfied. Items must be in their original condition and packaging. Defective items may be replaced or refunded after inspection of the returned product.
11. What if the item I received is defective, incorrect, or damaged?
Please contact us immediately if you receive incorrect, missing, or defective items. Include your order number, photographs of the items, and any relevant documentation. We will resolve your case promptly.
12. When will I receive my refund?
Refunds will be issued to the original method of payment. For credit or debit cards, refunds are typically processed by the card-issuing bank within 7–10 business days of receipt of the returned item or cancellation request. Processing times may vary depending on your bank; please contact them directly if your refund is delayed.
13. I have a different question.
For any other inquiries, please contact us at info@levaxco.com. Our team will respond as quickly as possible to assist you.