FAQs
Orders & Purchases
How can I cancel or modify an order?
How can I cancel or modify an order?
Unfortunately, we cannot cancel orders due to a simple change of mind. However, we understand that mistakes can happen. If you need to modify information such as the shipping address or phone number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact customer service via email or through the online support section on our website.
- Have your order number ready when you contact us.
We cannot guarantee order modifications after 24 hours from purchase, as orders may already be in processing.
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier’s page. Alternatively, log in to your account on our website, go to "My Orders," and click on the tracking link for your order.
What should I do if there’s an issue with my order?
What should I do if there’s an issue with my order?
If you encounter any problems with your order, contact our customer service immediately via email, WhatsApp, or through the contact form or live chat on our website. Provide your order number and a brief description of the issue for prompt assistance.
I didn’t receive my entire order.
I didn’t receive my entire order.
If items are missing, check your shipping confirmation email to verify if they were sent separately. If all items were supposed to arrive together or you have doubts, contact us with your order number. We will investigate and resolve the issue promptly.
Returns & Refunds
What is your return policy?
What is your return policy?
We offer a 30-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Visit our Returns and Refunds Policy for further details.
How can I initiate a return?
How can I initiate a return?
To start a return, contact customer support with your order number and the reason for the return. We will send you detailed instructions, including where to ship the item.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, most products can be exchanged within 30 days of receipt. Simply let us know which item you’d like instead, and we’ll guide you through the process.
How long does it take to process a return or exchange?
How long does it take to process a return or exchange?
Once we receive the returned item, processing typically takes 5-7 business days. The refund will be issued to your original payment method, or the replacement item will be shipped promptly.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Shipping typically takes 1-2 business days after order processing. In total, you should receive your order within 2-3 business days. Delivery times may vary depending on location and chosen shipping method.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, expedited shipping options are available at checkout, with delivery typically within 1-3 business days after processing. Additional costs may apply.
Can I change the shipping address after placing an order?
Can I change the shipping address after placing an order?
If your order hasn’t been processed yet, contact customer support to update the address. Once shipped, we can no longer modify the delivery address.
Satisfaction or Money-Back
What do I need to do before requesting a refund under the "Satisfaction or Money Back" policy?
What do I need to do before requesting a refund under the "Satisfaction or Money Back" policy?
To be eligible, you must have either completed the online diagnostic test before purchasing the product or declared (before using the product) that you were unaware of the test. You must also exclusively use the product recommended by the test and follow all instructions, including dosage and treatment duration. Read the policy here
How is the recovery status assessed to determine refund eligibility?
How is the recovery status assessed to determine refund eligibility?
If, after two days following the completion of the recommended treatment cycle (conducted as per the product leaflet), the product has not significantly reduced the symptoms present before treatment, the full purchase amount will be refunded. Read the policy here
How and when will I receive my refund?
How and when will I receive my refund?
If, after evaluating your symptoms, you believe the product did not deliver the promised effect, you can submit your refund request via email to customer@neviabiotech.com. Once we receive your request, we will process the full refund within 5-7 business days.
