FAQ

Welcome to Pickvilo. Below are answers to common questions about our products, orders, payments, shipping, returns, and refunds. If you need further assistance, please contact us using the details at the end of this page.

1. Products

1. What products does Pickvilo offer?

Pickvilo primarily offers wrist supports and knee supports for customers to choose from based on their sports and everyday activity needs.

2. Where can I find product sizing and material information?

Please review the product description, sizing information, material details, and usage instructions on the relevant product page. If you have questions, contact customer support before purchasing.

3. Can wrist supports and knee supports treat sports injuries?

Our products are intended to provide wearable support during sports or everyday activities. They are not substitutes for medical diagnosis or treatment. If you have an injury, persistent pain, or another health concern, please consult a qualified healthcare professional.

2. Orders and Payments

4. How do I place an order?

Browse the product pages, select your desired products and available options, add the items to your cart, and follow the checkout instructions to provide the required information and complete payment.

5. Can I change or cancel an order after placing it?

If you need to change or cancel an order, please contact us as soon as possible. Whether a request can be accommodated depends on the current order status. We cannot guarantee changes or cancellations once an order has entered processing or has been dispatched.

6. What payment methods are accepted?

The payment methods displayed at checkout are the currently available options. Please confirm the available payment methods and order total before submitting your order.

7. How can I check my order status?

Please refer to your order confirmation or shipping notification. If you need further assistance, contact customer support and provide your order number so we can help review the status.

3. Shipping and Delivery

8. How much does shipping cost?

Under Pickvilo's Shipping Policy, standard shipping is free when the discounted merchandise subtotal is at least US$39.99. For orders with a discounted merchandise subtotal below US$39.99, the standard shipping fee is US$12.99. The final applicable shipping charge is shown at checkout.

9. How long does delivery take?

Orders are normally processed within 1–3 business days after payment confirmation. Standard shipping is estimated to take 7–15 business days after dispatch, with a total estimated timeframe of approximately 8–18 business days from order processing through delivery.

These timeframes are estimates, not guaranteed delivery dates. Public holidays, weather, carrier arrangements, customs processing, and other factors may cause delays.

10. Where does Pickvilo deliver?

Available delivery destinations depend on the shipping addresses supported at checkout. If your address cannot be selected, please contact customer support to ask whether a delivery option is available.

11. Can I change my shipping address after placing an order?

Please contact customer support as soon as possible if you need to change your shipping address. Address changes may not be possible once an order has entered processing or has been dispatched. Please check the recipient's name, phone number, and full address carefully before placing your order.

4. Returns and Refunds

12. How long do I have to request a return?

You may submit a return request within 30 calendar days of delivery. Returned items must meet the applicable conditions in our Returns & Refunds Policy.

13. What condition must returned items be in?

Items should be unused and undamaged, with the original packaging and included accessories retained whenever possible. Return eligibility will be reviewed based on the item's condition, the reason for the return, and applicable law.

14. How do I request a return?

Contact us by email or phone before sending an item back. Provide your order number, product name, and reason for the return. If an item is damaged, defective, or incorrect, please include clear photos. Ship the item back only after customer support has confirmed the return arrangements.

15. Who pays for return shipping?

Customers are responsible for return shipping costs for change-of-mind, incorrect-purchase, or no-longer-needed returns. If an item is verified as damaged, defective, or incorrect and the issue is our responsibility, we will cover reasonable return shipping costs as appropriate to the circumstances.

16. How long do refunds take?

Eligible refunds are generally initiated within 5–10 business days after the returned item has been received and inspected. Refunds are issued to the original payment method. The time required for funds to appear may depend on your payment service provider, card issuer, or bank.

17. Are restocking fees charged?

No. Pickvilo does not charge restocking fees. Applicable return shipping costs are still handled according to our Returns & Refunds Policy.

18. What should I do if I receive a damaged, defective, or incorrect item?

Please contact us as soon as possible and provide your order number, product name, a description of the issue, and relevant photos. We will review the circumstances and advise you of the next steps. Please retain the item and original packaging whenever possible.

5. Privacy and Customer Support

19. How does Pickvilo handle my personal information?

We may use order and contact information to process payments, deliveries, refunds, and customer inquiries, and may share information with relevant service providers where necessary. For more details, please review the Privacy Policy published on our website.

20. How can I contact Pickvilo?

You can contact us using the details below:

When contacting us about an order, please include your order number so we can assist you more efficiently.