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FAQs

How can I contact MoveWell™?

You can go to the "Contact Us" link at the bottom of the home page and message us directly. You may also email us at [email protected] We typically respond within 24 hours.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX), Google Pay, Amazon Pay, and PayPal payments. The payment forms that we do not accept are personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

Are there any exchange rates involved in the transactions? 

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

When will my order be arriving?

Once the order has been shipped, we will process it within 72 business hours and should typically arrive within 3-15 business days. International orders can take 5-28 business days and sometimes can be longer or shorter depending on customs. Our products are in high demand and significantly lower than competitor pricing, so many of our products are limited in quantity which may delay shipping times. 

How secure is my online order?

When doing your online purchase using your credit card, all of your information is entered into an SSL secure web page. Your information is then encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored and will never be on our servers.

Can several discount codes be used in one order?

Unless stated otherwise, promotion and discount codes cannot be used in conjunction with other promotions and discounts.

What Do I Do If I Have Missing Items In My Order?

If you order multiple products, they may be shipped separately and will be delivered separately. If something is still missing, please contact us immediately at [email protected]

SHIPPING AND CUSTOMS

When will my order be processed?

All orders are handled and shipped out from our warehouses in China or the USA, depending on where you order to. Please allow extra time for your order to be processed during holidays and sale seasons. 

We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and ship the next day after the processing day. Please note that we don't ship on weekends. 

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

Is my order eligible for free shipping?

We offer free shipping on all order currently. 

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office. 

RETURNS

How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 14 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved. Items must be new and in original packaging.

 

How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

What if the item(s) I received is defective/incorrect/damaged?

Please contact us within 14 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do: contact the bank/credit card company. It may take some time before the refund is posted to your account. If you have any trouble please contact [email protected]