Chalovelo FAQ

## Shipping & Delivery
Q1: What are the shipping methods and how long does delivery take?
A: We work with trusted international carriers. Delivery times vary depending on destination country. Estimated shipping times will be shown during checkout.

Q2: Can I choose a specific carrier?
A: We cannot guarantee a specific carrier for the final delivery. Our logistics partners will assign the best available route.

Q3: How can I track my order?
A: Once shipped, you will receive a tracking number by email. You can also check the status under “My Orders” in your account.

Q4: Why haven’t I received a tracking number yet?
A: It may take 1–2 business days after shipment for the tracking number to become active.

Q5: Can I change my shipping address after placing the order?
A: No. Once the order has been processed, the shipping address cannot be changed. Please double-check before confirming your order.

## Discreet Packaging & Privacy
Q6: Will the package be discreet?
A: Yes. All orders are shipped in plain, unbranded boxes with no product details visible.

Q7: Will anyone know what I ordered?
A: No. Shipping labels only contain basic sender and address details, with no product names or adult-related information.

## Payment Methods & Security
Q8: What payment methods do you accept?
A: We currently accept PayPal and major credit/debit cards.

Q9: Is my payment information secure?
A: Yes. All transactions are processed using secure SSL encryption. We do not store full payment details on our servers.

Q10: Can I use cryptocurrency to pay?
A: Not supported at the moment.

## Returns, Refunds & Exchanges
Q11: Can I cancel my order?
A: Yes, if the order has not yet shipped. Once shipped, cancellation is no longer possible; you may request a return instead.

Q12: What is your return policy?
A: You may request a return within 7 days of receipt, provided the item is unopened, unused, and in original packaging.

Q13: Who pays for return shipping?
A: Buyers are responsible for return shipping, unless the return is due to a product defect or incorrect shipment.

Q14: When will I get my refund?
A: Refunds are processed within 5–7 business days after the returned item is inspected and approved. Refunds will be issued to the original payment method.

Q15: Do you offer replacements or exchanges?
A: Yes. For defective products, we offer replacement with the same model or an equivalent product.

Q16: What items are not eligible for return?
A:
- Items requested after the 7-day return window
- Opened or used products
- Items with missing parts or incomplete packaging
- Damage caused by misuse, abuse, modification, or unauthorized repair
- Subjective reasons (e.g., “I don’t like it”)
- Intimate or disposable parts for hygiene reasons

## Warranty & Repairs
Q17: Do your products come with a warranty?
A: Yes. Main products (such as Chalovelo Thrum, Chalovelo Lipsip, etc.) have a 12-month warranty. Accessories (e.g., power adapters) have a 6-month warranty.

Q18: How do I file a warranty claim?
A: Contact us with proof of purchase, a description of the issue, and photos/videos of the defect. We will review and arrange replacement if applicable.

Q19: What is not covered by warranty?
A:
- Normal wear and tear
- Misuse, improper installation, or lack of maintenance
- Human-caused damage: abuse, neglect, modifications, unauthorized repairs
- Accidental damage: drops, water ingress, fire, earthquake, natural disasters
- Satisfaction guarantees or preference-based requests

## Privacy & Data Protection
Q20: What personal data do you collect?
A: Only necessary details for order processing: name, email, shipping address, and order history.

Q21: How is my data protected?
A: All personal data is encrypted and processed under strict security measures. Data is retained only as long as necessary for legal and operational purposes.

Q22: Can others see my purchase history?
A: No. Your account and order history are private and cannot be accessed by others.

Q23: How can I report a privacy concern?
A: Please contact us at support@chalovelo.com. We will respond promptly to resolve any issues.