What courier do you use for shipping?
We primarily use UPS and USPS to send most of our US orders. Pivoi has the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.
How long does it take for home delivery?
We currently offer 2 types of delivery service :
Delivery time will depend on when you place the order and which courier service you opt for. See our Shipping page for more details.
I placed an order on Friday for next day delivery, why did I not get it until Tuesday?
Our cut off point is 4pm, Monday to Friday. Any order placed after 4pm will be processed through our dispatch system the next working day. We currently do not deliver on the weekends.
Why am I being charged for delivery on my order when it states standard delivery is free?
All our delivery charges are pre-set by our courier company. We sell some oversized items which require a specialist courier company to fulfil the delivery, there is an additional charge for these. Also, our courier company considers some surcharge postcodes ‘Out of area’. Free domestic shipping for standard orders (under 16 ounces) in the U.S
I haven’t received a dispatch email/email confirmation?
Please be aware, an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including your spam folder, as it will come from a noreply email address. To ensure emails reach you, add the domain www.pivoi.com to your safe senders list.
Do you deliver on the Weekend?
No, currently our courier company does not offer the service to deliver on weekends.
Why can’t I select next day delivery?
We can only offer next day on goods we have in stock at our dispatch depot.
Can I track my item?
Yes. You will be sent a shipment confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order. Please note tracking numbers are only active and trackable 2 hours after the order has been collected from our warehouse, approximately 8pm (EST) Mondays to Fridays. For orders placed after 4pm on Friday, your order may not be trackable until it has been collected from us the following Monday. For more information visit Track Your Order.
Can someone else sign for my delivery?
Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.
Do you deliver to PO Box addresses?
Yes, PO Boxes at USPS and UPS pickup locations are deliverable. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address and we are not responsible if the item is returned due to this reason.
Do I have to pay Customs & Import charges if I live outside of the US?
Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.
The customs department of my country has asked me for further information. What should I do?
Each country has its own unique import procedures, which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email firstname.lastname@example.org. We will do our very best to help resolve the matter as quickly as possible.
Is it safe to order online?
Yes, we use industry standard SSL encryption and PCI compliance to protect your details. Security checks are also made on all transactions, to ensure the authenticity of each card payment.
Can I use a different payment method?
Yes. You can use Credit Card / Debit Card Payment to pay for goods. We do not accept Check.
Which credit cards do you accept?
We currently accept Visa, MasterCard, Discover, and American Express.
What currencies can I use?
USD (United State Dollar)
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
What is a surcharge?
Some parts may specify a surcharge. Surcharge is a repayable deposit – You pay the full amount initially, when you return your faulty unit we refund the quoted surcharge amount.
How do I check if an item is in stock?
Items available online are in stock. However, at times, there may be some discrepancies on available stocks due to high demand rates. We will inform you as soon as possible, via email, if a product is out of stock. We apologize for the inconvenience.
How do I know if my order was successful?
You will receive an automated email confirming your order after it has been placed successfully. You will further receive a dispatch confirmation email once your order has been processed and ready to be shipped.
The item I bought is now on sale, can I get the difference refunded?
As an online business, our prices change in accordance with trends, customer demand and stock availability. We are, therefore, unable to refund the difference in price when an item you have purchased goes on sale, although we do understand your disappointment and apologize for the inconvenience, you are welcomed to return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our return policy.
Where is my order?
How can I raise a concern?
We apologize for any mishaps that may occur with your purchasing experience at Pivoi. Should this happen, please reach out to our Support Team at email@example.com. We appreciate your feedback and will strive to improve your shopping experience with Pivoi.
Is it possible to change the address/cancel or amend my order?
Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please email us immediately after placing the order. When possible, we can stop or amend your order with our dispatch team. We will advise you on the next steps.
Can I have an update on my order status?
You can get an update on your order status by checking your order in your My Account section. You will need to sign in to access this area.
I have a new email address, and I am unable to reset my password. How do I change my password?
We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.
How do I return an item?
For information on returning an item please visit Return Policy.
Can you confirm you have received my return?
We aim to process returns within 5-7 business days of receiving them. You will be notified by email once the return is complete. We suggest you make a note of the shipping reference given when you send the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
How long will it be before I get a refund?
Upon receiving your item(s) back, our returns department will inspect the goods. An automated refund is generated on our system upon inspection of the returned goods. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products, please remember to include your original invoice to avoid any further delay in processing your refund.
What do I do if I have received a damaged item?
At Pivoi, we strive to ensure that you are completely satisfied with your purchases. We take great care in dispatching goods to the highest quality. However, we know that sometimes things can go wrong and you may need to return an item. Please email this to firstname.lastname@example.org. Make sure you include your reference number, a copy of your invoice and an image of the shipment you received it in. For more information visit Returns & Refunds.
Who pays for return postage?
Shipping costs related to Returns will be incurred by the customers, unless stated otherwise by our Support Team. For additional queries, please reach out to our Support Team at email@example.com
Why have you not refunded the original delivery charge?
If you are returning any item for a refund, we will refund the cost of the item only and not the original delivery cost. For additional queries, please reach out to our Support Team at firstname.lastname@example.org