FAQs
GENERAL
How can I contact you?
Please email us at support@enlavo.com and allow us 48 hours to response since we operate globally.
I want to know more about Enlavo.
Please click the link About Enlavo to know more about us!
ACCOUNT
Why do I need an account?
You can place order as a guest. However, it's always advisable to have an account for your shopping.
It allows you to:
Check the status of your current order and order history.
Contact Customer Service for general assistance.
Check your shipping and payment information.
Keep your desired items in "My cart".
Simply click on https://enlavo.com/account/register to join us!
What should I do if I forgot my password?
Simply click on "Forgot your password" and follow the instruction to reset your password.
ORDERING
How do I know that my order has been successfully submitted?
You will receive an email confirmation containing Order Number and details of your purchase.
Can I modify my order? (Quantity, Color, etc.)
Before placing an order with us, please make sure to double check and review your order carefully.
We do apologize for the inconvenience, however, we are unable to make alterations in your order once it has been submitted. Please contact us immediately to cancel the current order before it goes to warehouse processing, so you can make a brand new order with which you prefer.
If your order has been processed by our warehouse, the order can't be canceled, as we cannot disrupt the workflow process fulfilled by our warehouse team. We strive to dispatch orders efficiently to meet the expectations of our valued clients.
How can I cancel my order?
We're sorry to hear that you'll be canceling your order with us!
If your order has not processed to our warehouse yet, we will be happy to assist you in canceling your order. Simply contact us through the link below with your order number!
https://enlavo.com/pages/contact-us
If your order has already been processed to our warehouse or shipping, we are unable to cancel your order. But do not worry! You will be covered under our 30 days Money Back Guarantee. You are more than welcome to return the package to us for a full product refund. Please click on Return Policy for further details.
If you have any further questions, please do not hesitate to contact us at support@enlavo.com
How long will it take for my order to be processed and shipped out?
Once you place an order with us, we will do our best to process and ship out your orders as soon as we can. Our average processing handling time is 1-3 business days.
After your order is shipped out, it usually takes about 24-72 hours for any tracking services to update.
How to check my order status?
If you have set up an account with us, you are able to view and track the status of your order! Just log into your account and on your dashboard go to "ACCOUNT". You will get a full history of your orders since the account has been active. You can also find the shipping status and tracking number.
Or you can check the "Order Confirmed" Email that we sent to you, click "View your order" button to view and track the status of your order.
If you are unable to access this information, please feel free to contact us via support@enlavo.com. One of our friendly and helpful Customer Service Agents will be more than happy to assist you.
PAYMENT
What payment methods are available on your website?
The payment options that we accept are Credit Cards (Visa, MasterCard, American Express etc.) , Paypal, Apple Pay, Google Pay and Shop Pay.
How long will it take for my payment to be processed?
Most order payments will be processed and authorized within the next business day.
Once an order is submitted, credit cards will be pre-authorized for the total dollar amount of the order. Although the pre-authorized amount will show up immediately, this does not mean that charges have been made.
If you are having issues with your payments please contact our customer support for more assistance.
SHIPPING
What's the available shipping methods?
We have two difference shipping methods.
Free Standard Shipping: All orders (including sale and closeout items) qualify for Free Standard Shipping.
Premium Shipping: For better shipping timeliness, customers are able to update the Free Standard Shipping into Premium Shipping by paying for postage difference.
Please note:
Timely delivery is subject to the Terms of Service of the courier.
There are circumstances that are out of control (natural disasters, holidays, weather, etc.) that may cause shipping postponements.
While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time. Delivery issue is the responsibility of the shipping company.
The recipient of the order will be responsible for any import duties or taxes charged by the recipient’s country and any carrier-related fees.
How do you charge for shipping?
Shipping costs differ by the carrier, method, and weight of the package.
You can find an estimate of the shipping and handling:
1. Add items into your cart.
2. Click “Checkout” at cart page.
3. Enter your shipping information at checkout page.
4. Click "Continue to shipping", Shipping & Taxes calculated at next step.
Customs and Duty taxes are not included during checkout.
Each country will impose their own import rates and taxes.
Which countries do you ship to?
Currently, we ship to the following countries.
Australia, Austria, Belgium, Canada, Czech, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Israel, Italy, Japan, Luxembourg, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Saudi Arabia, Singapore, South Korea, Spain, Sweden, Switzerland, United Kingdom, United States.
My package was lost / delayed, what should I do?
We are not responsible for any lost or stolen item after the package has been confirmed as delivered. To prevent your package from getting lost, please make sure to double check the shipping addresses to ensure correct delivery.
If the item returns to us due to incorrect shipping information, we will notify the customer that the package has been returned. We will automatically refund you for the purchase; however, shipping and handling charges are non-refundable.
We do not guarantee the delivery time. While most packages will arrive on time, there may be circumstances and possible delays that our carriers may experience.
In these cases, please contact us immediately. We will do our best to minimize your losses.
How can I change my shipping address?
Before placing an order with us, please make sure to double check and review your order carefully.
We do apologize for the inconvenience, however, we are unable to make any alterations in your order once it has been submitted. Please contact us immediately to cancel the current order before it goes to warehouse processing, so you can make a brand new order with the right shipping address.
If your order has been processed by our warehouse, the order can't be canceled, as we cannot disrupt the workflow process fulfilled by our warehouse team. We strive to dispatch orders efficiently to meet the expectations of our valued clients.
RETURNS
I don't like my item, can I return it?
Yes. All return requests must be initiated within 30 days your package has been delivered.
Please click on Return Policy for further details.
My item arrived damaged. Can I return it?
Damaged items can be exchanged. Please email support@enlavo.com to get a new replacement.
How long does it take to refund?
Refund will be processed within 72 hours upon receipt of your package.
PROMOTIONS AND OTHER
How to use discount code?
You can find the code box on the right side on the checkout page.
Make sure you have applied your discount code before clicking "Express checkout" or "Complete order".
Note: Only one discount code can be applied per order.
How can I become a reviewer (Youtube, Instagram, Blogs, etc.)
Thank you for your interest in teaming up with enlavo.com!
If you are interested in becoming a product reviewer, please make sure to send us the following details to our email support@enlavo.com:
1) Link to your Youtube channel / Instagram / Blog etc...
2) Full Name, WhatsApp, Email Address
3) # of Followers
4) What areas you focus on (Pets, Electronic, Jewelry, etc.)
5) Shipping Address
We will then forward your email to our Media Team. If they are interested, someone will be getting in touch with you shortly.
Can I use more than one discount code per order?
Only one code can be used per order at this time.
SECURITY
Is ordering online secure?
SSL(Secure Socket Layer) encryption was used on our website to make sure all credit card and personal customer information can never be seized or hacked.
Is it safe to use my credit card on your website?
To ensure a safe payment procedure, we are using credit card processor for a reliable and secure internet payment gateway, keeping all data encrypted with AES-256
Is my personal information kept private?
Any information that you share with us is private and confidential. At no point will we share or sell your personal information without your consent, except as required by law.