We accept delivery destinations that are available for the specific order at checkout. Availability may depend on the product, parcel requirements and carrier coverage. A website visit or a displayed currency does not mean that delivery is offered to every country or address.

Enter the recipient’s name, building or unit number, street details, city, region, postal code and country accurately where required. Include a contact number if the carrier needs it. For a shared building or reception desk, give the details needed for the parcel to reach the intended recipient.

The shipping charge for the selected option is shown before payment. Product price, delivery costs and taxes collected at checkout should be reviewed together. We do not promise free shipping, a particular courier or a fixed international delivery period unless that offer is expressly shown for your order.

Delivery estimates can involve separate processing and transit stages. An estimate describes the expected timing; an expressly agreed delivery deadline has a different status. If a delivery date is essential to you, contact us before ordering so that we can explain what is actually available.

After an order is submitted, payment and order information are reviewed before fulfilment. Preparation can include checking availability, packing and arranging carrier collection. An order acknowledgement is not the same as a dispatch notice, and a tracking number alone may not mean a carrier has physically collected a parcel.

If a payment check, stock issue or address problem affects your order, we will contact you using the details provided. If we cannot ship within the time promised, we will give an updated explanation and obtain agreement to a delay or provide cancellation and refund options as required by applicable law.

When tracking is available for your shipping method, dispatch information will be supplied through the order communication channel. A carrier may take time to publish the first scan. Subsequent scans can appear only when a parcel reaches a processing point, so tracking may not change every day.

Some orders may travel in more than one parcel. If that occurs, items can arrive separately and have different tracking records. Compare each parcel with the products listed in its dispatch information before reporting a missing item. Split fulfilment does not permit us to add a new shipping charge without your agreement.

For a cross-border shipment, customs or the carrier may request recipient identification, a local contact detail or import documentation required by law. Respond through a verified official channel. Do not send payment credentials or identity documents to an unverified message claiming to represent a courier.

Where import duties or clearance costs are not collected at checkout, the destination authority or carrier may collect them if legally payable by the recipient and properly disclosed. Customs processing can affect the arrival date. We will assist with available shipment records, while any seller obligations under consumer law remain in place.

Contact us immediately if an address needs correction. We can only make a change while the fulfilment or carrier process still permits it. Once a parcel is in transit, rerouting may be restricted. We will explain any available option and any additional cost before you agree to it.

Special delivery instructions depend on carrier capability and are not automatically guaranteed. If you choose a safe place, neighbour or collection location, make sure the instruction is accurate and appropriate for the product. Responsibility for delivery is assessed under applicable law and the delivery arrangement actually agreed.

If an expected delivery has not arrived, check the current tracking, address details and any carrier notice first. Then contact us with the order number and a short description of the issue. We can investigate with the delivery service and explain the next step rather than asking you to resolve a seller responsibility alone.

A parcel marked delivered but not located should be reported promptly. Check any agreed reception point, household recipient or collection location if safe to do so. A delivered scan is relevant evidence, but it does not automatically settle every non-delivery claim or remove a legal right to a remedy.

If the outer parcel is damaged, retain the packaging if practical and photograph the condition and shipping label. Check individual seals before using personal hygiene products. If an item is damaged, contaminated, incorrect or appears unsafe, set it aside and contact us; do not continue using it to produce further evidence.

Useful information includes the order number, affected item, parcel condition and a clear photograph when reasonably available. We will not ask for intimate images. Reported issues will be reviewed for replacement, refund or another appropriate remedy under the Return & Refund Policy and applicable law.

An undeliverable, refused or uncollected parcel may be returned by the carrier. Contact us so we can establish what happened and explain any reshipment or refund option. Costs will depend on the cause and applicable law; we do not automatically treat every failed delivery as the customer’s fault.

For an unshipped cancellation or delivery enquiry, contact service@hygivaro.com or +86 157-9496-2004. Customer service hours are 8:00 AM – 10:00 PM Daily. Please quote the order number and delivery issue. Our business address is not automatically the correct parcel return destination; obtain return instructions before sending goods.

Processing is the period before physical handover to the delivery service; transit is the period in the carrier network. A delivery estimate may include both, or present them separately. Read the wording for your selected option so that a collection estimate is not mistaken for an arrival promise.

Where a timeframe is stated in business days, weekends and relevant public holidays may affect counting. Customer service being open daily does not mean every carrier collects or delivers daily. We will use the commitment actually disclosed for the order and the applicable legal requirements when explaining a delay or considering a cancellation.

For apartments, include the building, unit and floor information that the destination delivery service needs. For a workplace, include an appropriate company or reception detail where useful. Spell names and street information clearly and ensure the postal code matches the destination. An abbreviated address can be insufficient even when a map application recognises it.

If a delivery location has access restrictions, ask about available arrangements before ordering rather than assume a driver can enter. We will explain whether the selected service can accommodate a collection point, restricted site or special instruction. Any limitation must be considered alongside what was actually offered for your purchase.

A label-created status usually records shipment information, not necessarily physical collection. An in-transit status records movement or processing within the carrier network. Out-for-delivery indicates a local delivery stage, while a collection notice can mean the parcel is waiting for the recipient. The exact wording depends on the service used.

Treat tracking as a sequence rather than a guaranteed live location. Gaps can occur between facilities or during international handovers. If a status does not match what has happened, send us the reference and relevant date. We will review the record with the delivery service and explain the available next step.

Compare each parcel with its dispatch information, since one order can contain several packages. A small product may be packed inside another protective container, so check packaging carefully before discarding it. Do not open a sealed hygiene product merely to search for a different missing item.

If the delivered quantity is short, identify the item and number received, and keep the parcel label and packing material where practical. We will check whether another parcel remains outstanding or whether fulfilment was incomplete. You are not required to wait indefinitely for an unspecified additional shipment if the order has not been properly fulfilled.

A carrier may leave an attempted-delivery notice or hold a parcel for collection where that service is available. Read any official notice for the location, collection deadline and identification requirements. Verify an unexpected notification before providing personal information or paying a claimed fee.

If you cannot collect within the stated period, contact us promptly so available options can be checked. A return to sender can take time to appear in tracking. We will establish whether the failure arose from the address, carrier conduct or another cause before explaining any reshipment cost or refund; responsibility is not assumed solely from a missed attempt.

Once goods are with the carrier, an address change may need the carrier’s own approval and may not be possible for every service. A requested change can affect timing or incur a properly disclosed cost. We will explain the available option instead of promising an alteration that the delivery network cannot make.

Do not send new delivery instructions to an unverified contact. Where a carrier provides a recipient-management service, use its official channel and keep a record of the change. The effect on delivery responsibility depends on applicable law and the arrangement you actually authorised, not on a blanket rule that every change removes your rights.

If you need an item for travel, an event or another fixed date, ask before purchasing whether the available option meets that need. A date stated as essential and accepted as part of the contract can have different consequences from an ordinary estimate. Allowing additional time can be practical, but it does not replace an agreed seller commitment.

If a deadline is missed, tell us which commitment was made and what you need now. We will consider cancellation and other remedies required by the circumstances. We will not assume that asking for information about a delayed parcel means you agreed to every later delivery date.

A destination authority can require information to clear a cross-border parcel. Check whether a request comes through an official authority or carrier channel and relates to your shipment. Only provide the information that is necessary. An unsolicited request for a card password or one-time bank code is not ordinary customs documentation.

If you are unsure whether a request is genuine, contact the carrier independently and let us know the tracking reference and question. We can supply order or shipment records available to us. This assistance does not mean every product or destination accepts the same import process, and seller obligations remain governed by the transaction and applicable law.

An outer carton, protective wrap and shipping label can help distinguish transit damage from a product issue. Photograph visible damage if it is safe and practical, and keep the affected goods separate from items you intend to use. Do not put yourself at risk handling leaking, sharp or otherwise hazardous contents.

If packaging has already been discarded, still tell us what happened. We will consider other evidence rather than automatically refuse a valid claim. Missing a photograph at the doorstep does not, by itself, establish that a damaged item arrived in satisfactory condition or remove a remedy that applies under consumer law.

A useful message includes the order number, recipient name, delivery destination, tracking reference if supplied, and the status or issue you are asking about. State whether the parcel is delayed, marked delivered but missing, damaged, incomplete or being returned. Include relevant dates without sending unrelated identity or payment documents.

We may need to compare dispatch records and ask the carrier to investigate. We will explain what is known and any decision or action available, including a replacement or refund where appropriate. Please update us if the parcel later arrives, so the enquiry and any agreed remedy can be handled accurately without duplicate fulfilment.