FAQ
Frequently Asked Questions | Last Updated: October 26, 2026
Orders and Payment
What payment methods do you accept?
Available payment methods are displayed at checkout and may vary by country, currency, device, and payment provider.
How will I know my order was received?
An order confirmation is sent to the email address provided at checkout. Check your spam or promotions folder if it does not appear.
Can I change or cancel my order?
Contact service@havenvixo.com within 12 hours after ordering. We will try to help, but changes or cancellation cannot be guaranteed once processing or shipment begins.
Products and Use
What kinds of products does HAVENVIXO® offer?
Our current collections include eyewear accessories and care items, contact lens storage and travel accessories, eyelid cleansing products, and eye-comfort accessories. Features and package contents vary by item; check the individual product page.
Are your products medical treatments?
Our products are everyday accessories and personal-care items, not a substitute for professional medical advice, diagnosis, or treatment. Follow product instructions and seek professional advice for medical concerns.
Will every accessory fit every pair of glasses or lens type?
Compatibility varies by product. Check the product details and instructions before purchase or use; universal compatibility is not implied unless expressly stated for that item.
What comes in the package?
Only items expressly listed in the product page’s package contents are included. Props or accessories shown in lifestyle photographs are not included unless listed.
Shipping and Delivery
How long does processing take?
Orders are normally processed within 1–3 business days after payment confirmation. Processing may take longer during peak periods, holidays, verification, or unexpected inventory changes.
How long does shipping take?
Standard delivery is generally estimated at 7–15 business days after dispatch. This is an estimate, not a guarantee; the destination-specific options and estimates shown at checkout apply.
Do you offer free shipping?
Eligible orders with a qualifying order amount of US$49 or more qualify for free standard shipping. At checkout, available shipping methods, charges, geographic restrictions, exclusions, and estimated delivery times are displayed. Shipping costs may vary by destination, selected method, package size, weight, and order contents.
How do I track my order?
When tracking is available, we send tracking details after dispatch. A carrier may take up to 72 hours to show the first update.
Returns and Refunds
What is the return period?
You may request an eligible return within 30 days after delivery, subject to the Refund & Return Policy and applicable law.
How do I request a return?
Email service@havenvixo.com with your order number and reason for return. Wait for approval and the correct return address before sending the product.
Can I send a return to the registered business address?
No. The registered address is not a return facility. After approval, support will provide the correct return warehouse address and instructions. Items sent to an unauthorised or incorrect address may not be received or processed.
When will I receive my refund?
Once we receive and inspect an eligible returned product, we will notify you whether the refund is approved. Approved refunds will be issued to the original payment method within 5–10 business days after the returned product is received and inspected. Your bank, card issuer, or payment service provider may need additional time to post the funds.
What if my order arrives damaged, defective, incorrect, or incomplete?
Contact support as soon as reasonably possible, preferably within 7 days after delivery, with your order number and photos. This preferred reporting period helps us investigate and does not limit statutory rights.
Contact
Email: service@havenvixo.com
Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM (U.S. Eastern Time)
Target Response Time: Within 1–2 business days.