Frequently Asked Questions

Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible at contacts@aurivlab.com with your order number.

We may be able to help if your order has not yet entered processing, packing, fulfillment, or shipment. Once an order has been processed, packed, or shipped, changes and cancellations may no longer be possible.

What should I do if I entered the wrong shipping address?

Please contact us immediately at contacts@aurivlab.com with your order number and the correct shipping address.

We will do our best to help, but we cannot guarantee that address changes can be made once an order has entered processing, packing, or shipment. AURIV LAB is not responsible for delayed, lost, returned, or undeliverable packages caused by incorrect or incomplete shipping information.

Where can I find my order confirmation?

After placing an order, you should receive an order confirmation email at the email address provided during checkout.

If you do not see the email, please check your spam, junk, or promotions folder. If you still cannot find it, contact us at contacts@aurivlab.com with the name and email address used for the order.

Why was my order cancelled?

An order may be cancelled for reasons including payment issues, suspected fraud, product unavailability, incorrect information, shipping restrictions, compliance concerns, or other order-related issues.

If your order is cancelled after payment has been received, we will issue a refund to the original payment method where appropriate.

Can I place an order if I am under 18?

No. AURIV LAB is intended for adults only.

By using our Site or placing an order, you confirm that you are at least 18 years old, or the legal age of majority in your jurisdiction, whichever is higher.

Where do you ship?

We ship to selected countries and regions where our products can be legally sold, imported, and delivered.

Available shipping destinations may be shown at checkout. If your country or region is not available at checkout, we may not currently be able to ship there.

How long does shipping take?

Orders are usually processed within 1-3 business days after payment is confirmed.

Delivery times vary depending on your destination, shipping method, carrier availability, customs processing, and local delivery conditions. Estimated delivery times are provided for reference only and are not guaranteed.

Will my package be discreet?

Yes. We understand that privacy matters.

Orders from AURIV LAB are shipped in discreet packaging whenever possible. The outer package is designed to be plain and neutral, without obvious product descriptions or explicit branding that would reveal the nature of the contents.

Please note that international shipments may require customs declarations, shipping labels, or product information required by law, carriers, or customs authorities.

Will I receive tracking information?

If tracking is available for your shipping method and destination, you will receive a shipping confirmation email with tracking information once your order has shipped.

Tracking updates may take time to appear, especially during international transit or customs processing.

Will I have to pay customs duties or import taxes?

For international orders, your package may be subject to customs duties, import taxes, VAT, brokerage fees, clearance charges, or other fees imposed by your destination country or region.

Unless otherwise stated at checkout, these charges are not included in the product price or shipping fee and are the customer's responsibility.

What should I do if my package is delayed?

If your package is delayed, please first check your tracking information for the latest update.

International shipments may be delayed due to customs inspections, carrier delays, holidays, weather, incorrect addresses, or local delivery conditions. If you believe there is an issue with your shipment, contact us at contacts@aurivlab.com with your order number.

What should I do if my package is marked as delivered but I did not receive it?

Please check around your delivery location, mailbox, front desk, reception area, building management office, or with neighbors where appropriate.

If the package still cannot be found, contact the carrier first for delivery details. You may also contact us at contacts@aurivlab.com, and we will do our best to assist. However, once a package is marked as delivered by the carrier, AURIV LAB is not responsible for packages that are lost, stolen, misplaced, or taken from the delivery location.

Where can I read the full shipping policy?

You can review our full Shipping Policy on our website for more details about processing time, delivery, customs, discreet packaging, address issues, and returned packages.

What is your return policy?

Because AURIV LAB sells intimate wellness products, returns must be handled carefully for hygiene and safety reasons.

Unopened, unused products in their original sealed packaging may be eligible for return within 7 days of delivery, subject to our Return & Refund Policy.

Opened, used, tested, washed, altered, or damaged products cannot be returned or exchanged unless the item is confirmed to be defective, damaged upon arrival, or incorrect.

Can I return an opened product?

In most cases, no.

For hygiene and safety reasons, we cannot accept returns or exchanges for opened, used, tested, washed, altered, or damaged products unless the item is confirmed to be defective, damaged upon arrival, or incorrect.

What if my item arrives damaged, defective, or incorrect?

Please contact us within 7 days of delivery at contacts@aurivlab.com.

Include your order number, a clear description of the issue, and photos or videos showing the product, packaging, shipping label, and the issue. After reviewing your request, we may offer a replacement, refund, store credit, troubleshooting support, or another reasonable solution.

Do I need approval before sending a return?

Yes. Please contact us before sending anything back.

Returns sent without prior approval may not be accepted. We will provide instructions if your return request is approved.

Who pays for return shipping?

Unless the return is caused by our error, an incorrect item, or a confirmed defective or damaged item, customers are responsible for return shipping costs.

Original shipping fees, return shipping fees, customs fees, import taxes, and other non-recoverable charges may not be refundable.

How long do refunds take?

Once an approved return is received and inspected, we will notify you whether your refund has been approved.

If approved, refunds are generally issued to the original payment method. The time it takes for the refund to appear in your account may vary depending on your payment provider, bank, or card issuer.

Can I exchange an item for a different color or product?

We generally do not offer exchanges unless the item is defective, damaged upon arrival, or incorrect.

If you ordered the wrong item, color, or quantity, please contact us as soon as possible. If the order has not yet entered processing or shipment, we may be able to assist.

Where can I read the full return and refund policy?

You can review our full Return & Refund Policy on our website for more details about returns, refunds, exchanges, cancellations, final sale items, customs issues, and non-returnable products.

Do AURIV LAB products come with a warranty?

Eligible electronic products purchased directly from aurivlab.shop are covered by a 6-month limited warranty from the date of delivery.

This limited warranty covers confirmed manufacturing defects under normal personal use. Please contact us at contacts@aurivlab.com with your order number if you need warranty support.

What does the warranty cover?

The limited warranty may cover manufacturing defects that affect normal product function, such as motor malfunction, charging failure not caused by misuse, button or control failure, product not powering on under normal use, or product not functioning as intended due to a confirmed manufacturing issue.

Warranty support is subject to review and approval by AURIV LAB.

What is not covered by the warranty?

The warranty does not cover issues caused by normal wear and tear, misuse, abuse, improper handling, accidental damage, drops, pressure, impact, improper charging, unsuitable chargers, unauthorized repair, modification, disassembly, improper cleaning, improper storage, or use beyond the product's stated waterproof level.

The warranty also does not cover cosmetic changes that do not affect product function, products purchased from unauthorized third parties, or products without valid proof of purchase from aurivlab.shop.

How do I request warranty support?

Please contact us at contacts@aurivlab.com with your order number, a description of the issue, photos or videos showing the product and the problem, and any troubleshooting steps you have already tried.

We may request additional information before offering a solution.

What solutions may be offered under warranty?

Depending on the situation, we may offer troubleshooting support, replacement, store credit, partial refund, or another reasonable solution at our discretion.

Please do not dispose of the product before contacting us, as we may need photos, videos, or other information to review your request.

How should I clean my product?

Please follow the care instructions provided with your product.

In general, clean the product before and after use with mild soap and water or a suitable toy cleaner, if applicable. Avoid harsh chemicals, alcohol, abrasive cleaners, or boiling water unless the product instructions clearly state that they are safe to use.

Make sure the product is fully dry before storage.

Are your products waterproof?

Water resistance may vary by product.

Please check the product page or product instructions for the specific waterproof or water-resistant rating. Do not fully submerge a product unless it is clearly stated to be waterproof and suitable for submersion.

Charging ports, charging cables, and electronic accessories should be kept dry unless the product instructions state otherwise.

How should I charge my product?

Use the charging cable provided with the product or a compatible charging method recommended in the product instructions.

Avoid using damaged cables, unsuitable adapters, high-voltage chargers, or charging methods not recommended for the product. Do not charge the product near water or while it is wet.

How should I store my product?

Store your product in a clean, dry place away from direct sunlight, extreme temperatures, moisture, dust, sharp objects, and heavy pressure.

Where possible, store the product separately from other products and materials to help protect its surface and maintain hygiene.

What should I do if my product stops working?

First, check whether the product needs charging and review the product instructions.

If the issue continues, contact us at contacts@aurivlab.com with your order number, a description of the issue, and photos or videos if possible.

Is AURIV LAB for adults only?

Yes. AURIV LAB is intended for adults only.

By entering our Site, using our services, or placing an order, you confirm that you are at least 18 years old, or the legal age of majority in your jurisdiction, whichever is higher.

Why do I need to confirm my age?

Because AURIV LAB offers intimate wellness products intended for adults, we may use age confirmation notices or age gate features to help ensure that visitors understand the adult nature of the Site.

By continuing to use the Site, you confirm that you meet the applicable age requirement.

Will my order be shipped discreetly?

Yes. Orders are shipped in discreet packaging whenever possible.

The outer package is designed to be plain and neutral, without obvious product descriptions or explicit branding that would reveal the nature of the contents. International shipments may still require customs declarations or shipping information required by law.

How do you protect my privacy?

We handle personal information according to our Privacy Policy.

We use personal information to process orders, arrange delivery, provide customer service, prevent fraud, improve our Site, and comply with legal obligations. We do not store full credit card numbers on our own servers.

Will my payment statement show product details?

Payment statement descriptors may vary depending on the payment provider, bank, or card issuer.

We make reasonable efforts to keep customer privacy in mind, but we cannot fully control how third-party payment providers or banks display transaction details.

What payment methods do you accept?

Available payment methods may be shown at checkout and may vary depending on your location, order details, and payment provider availability.

We may accept major credit cards, debit cards, PayPal, or other supported payment methods where available.

Is my payment information secure?

Payments may be processed by third-party payment providers. We do not store full credit card numbers or complete payment credentials on our own servers.

Payment processing is subject to the terms, conditions, and privacy policies of the relevant payment provider.

Why was my payment declined?

Payments may be declined for reasons including incorrect billing information, insufficient funds, bank restrictions, suspected fraud, payment provider rules, card issuer settings, or unsupported payment methods.

If your payment is declined, please contact your bank or payment provider first. You may also try another supported payment method.

Can I use a discount code after placing an order?

Discount codes generally must be applied at checkout before an order is completed.

We may not be able to apply discounts retroactively after an order has been placed.

What materials are used in your products?

Material details vary by product and are listed on each product page where available.

Please review the product page carefully before purchase, especially if you have allergies, sensitivities, or specific material preferences.

Are your products body-safe?

We aim to offer products made with body-conscious materials suitable for personal use.

Please review each product page for material details and care instructions. If you have allergies, sensitivities, medical conditions, or concerns about using a product, please consult a qualified healthcare professional before use.

Are AURIV LAB products medical devices?

No. AURIV LAB products are intended for personal intimate wellness use.

They are not intended to diagnose, treat, cure, or prevent any disease or medical condition. Information on our Site is provided for general shopping and product care purposes only and should not be treated as medical advice.

How do I choose the right product?

Each product page includes product details such as size, material, features, modes, charging information, and intended use style.

If you are unsure which product is suitable for you, you may contact us at contacts@aurivlab.com. We can provide general product information, but we cannot provide medical advice.

How can I contact AURIV LAB?

You can contact us at contacts@aurivlab.com.

Please include your order number if your question is related to an order, shipping, return, refund, warranty, or product issue.

How long does it take to receive a reply?

We aim to respond to customer inquiries as soon as possible.

Response times may vary depending on weekends, holidays, order volume, and the nature of your request.

What information should I include when contacting customer support?

To help us assist you faster, please include your order number if applicable, the email address used for the order, a clear description of your question or issue, and photos or videos if the issue involves product damage, defect, incorrect item, or delivery damage.