FAQ

Frequently Asked Questions:

What's economy shipping, standard shipping and express shipping?

Economy shipping is free but with no tracking number, we will ship by envelope.

Standard shipping will charge $3 with a tracking number, carried by express companies like USPS, etc.

Express shipping will charge $15 with a tracking number, carried by the best express companies after our calculation according to the address provided.

 

Am I able to cancel the order after the order is confirmed?

Yes, you can. Ideally, please cancel the order before it is shipped.  In the process that your order has already been shipped, please contact the ENNVA team and our friendly staff will assist you.

 

Can I modify the order after the order is confirmed?

You can make changes to your order prior to shipping.  However, if your order is already in transit, please contact the ENNVA team and our friendly staff will help you modify the order.

 

Can I shop as a guest without registering an account with ennva?

Yes, you can check out without creating an account. However, we do recommend that you register as there are many benefits for our members, including a simple checkout process, order tracking and shopping history.

 

Why should I become an ennva member?

As a ENNVA member, you’ll be able to order your favourite products quickly and easily whenever you shop with us, because your purchase history and delivery details will be saved. The most important thing is you will never miss our deal !

 

What is the return and exchange policy?

To view our online shopping policy, please click this link. For further questions, please contact our ENNVA customer service team.

 

How do I return my order?

If you are not happy with your purchase, we offer a 14-day change of mind policy. To return an item, simply arrange for it to be delivered to our mailing address [19909 Harrison Avenue, CA, United States].

The item must be returned in the original and saleable condition, including the product packaging, along with all the documentation, tags, and any additional accessories or certificates included in the purchase.  Our Returns Team will conduct a quality inspection and will issue a full refund to your original payment method once it is confirmed that the product has been returned in its original condition at the time of purchase.

Please note: the customer will be responsible for the return postal cost.

 

How long will my return take?

The return turnaround period is based on your courier service.  Please contact your courier service for tracking information.

 

When can I except my refund or exchange to be processed?

Once we receive the returned item, our team will process your refund or exchange within 1-3 business days and your original payment method will be credited within 1-4 business days from the day of processing.

 

When will I receive my order?

You will receive your order based on the shipping method that you choose at the time of checkout. Our estimated time frame for a normal delivery is between 2-7 business days.

 

Can I send my order overseas?

Currently, we do not have overseas shipping service, however, feel free to contact the ENNVA team for more information.

 

How can I track my order?

A tracking number will be sent to you via a confirmation email.  You can track your order by simply clicking on the tracking number link.

 

What if I need to change my delivery address?

Please contact the ENNVA team before your item has been dispatched and we will assist you. Please also provide your order number in the message.

 

Are you able to deliver to PO box?

Our shipping service does not deliver to PO Boxes.

 

What if my tracking information is not updating?

We appreciate your patience. If your tracking information has not been updated after 7 business days, please contact the ENNVA team and we will look into it for you.

 

My package was delivered, however I didn’t receive the item ordered. What should I do?

We're sorry to hear that there is an item missing in your order. Before contacting our Customer Care team, we recommend checking the following:

-Please confirm your delivery address.

-Please check and look around the delivery location (e.g. at the front of house).

If you have an item missing from your order, please let us know as soon as your order is delivered and we will do our best to help you.

 

What if my item was wrong, faulty or damaged?

Firstly, we are very sorry to hear.  Please contact ENNVA as soon as possible and we will sort it out.

 

What is the warranty period for ennva products purchased online?

Please click the link here.

 

Do you charge tax?

Yes, tax is charged based on your location in the U.S. Different states in the U.S. have different tax requirements.

 

What if payment has failed?

You will receive an email to notify you if a payment has failed to go through. In this case, please contact ENNVA customer service team and we will help you.