FREQUENTLY ASKED QUESTIONS

PLACING AN ORDER

How do I place an order?

To shop with Mavonto:

1. Browse the store and open the product you wish to buy.

2. Select any available options, variations, and quantity.

3. Click Add to Cart.

4. Review the items in your cart.

5. Continue to Checkout.

6. Enter your contact details and delivery address.

7. Select an available shipping method.

8. Provide your payment information.

9. Review the products, quantities, delivery details, discounts, and final total.

10. Complete your purchase using the payment or order confirmation button displayed at checkout.

After your order has been submitted successfully, you should receive an order confirmation email.

If you need assistance, email service@mavonto.com.

How do I know my order was submitted successfully?

After checkout is completed successfully, an order confirmation should be sent to the email address you provided.

This email will normally contain your order number, the products purchased, and order and shipping details.

Please check that your email address is entered correctly. If the confirmation does not arrive, check your spam or junk folder. If you still cannot find it, contact service@mavonto.com.

ORDERS & ORDER CHANGES

Can I modify an order after placing it?

If you need to change a product, quantity, delivery address, or another order detail, contact us as soon as possible.

We will review whether the requested change is still possible. Changes cannot be guaranteed once order preparation has started.

Email service@mavonto.com with:

• Your order number;

• Details of the change requested.

A change is confirmed only after our support team has confirmed it with you.

Can I cancel my order?

Cancellation is available only before fulfillment begins, meaning before we or our fulfillment partner begin preparing your order for shipment.

To request cancellation, email service@mavonto.com with your order number as soon as possible. We will confirm by email whether your order can still be cancelled.

Submitting a cancellation request does not, by itself, confirm cancellation.

Once fulfillment has begun, cancellation is no longer available. After delivery, you may request an eligible return under our Return & Refund Policy.

Is there a cancellation fee, and when will I receive my refund?

We do not charge a cancellation fee.

If cancellation of your entire order is approved, we will issue a full refund of the amount paid for that order, including any shipping charges collected, to your original payment method within 5–10 business days after approval.

Your bank or payment provider may require additional time before the refund appears in your account.

Can I cancel only part of my order?

Email service@mavonto.com with your order number and identify the items you wish to cancel.

We will confirm whether the change is possible and explain the applicable refund before proceeding.

Can I update my shipping address?

Contact us as soon as possible if your delivery address needs to be corrected.

Address changes can generally be arranged only before fulfillment or dispatch and cannot be guaranteed once processing has started. We may be unable to change the delivery address after shipment.

Email service@mavonto.com with:

• Your order number;

• Your original shipping address;

• The corrected shipping address.

Can I use different shipping and billing addresses?

Yes. Your shipping address may generally differ from your billing address.

Before completing your purchase, check that both addresses and all contact details are accurate and complete.

SHOPPING CART

How do I add an item to my cart?

Open the product page, select any available options and quantity, and click Add to Cart.

You can then continue browsing or proceed to checkout.

How can I see my shopping cart?

Click the Cart icon on the website.

Your cart generally allows you to:

• Review selected items;

• Adjust quantities;

• Remove products;

• Check the subtotal;

• Continue to checkout.

Shipping fees, discounts, taxes, and other amounts shown at checkout may affect the final order total.

How do I remove a product from my cart?

Open your cart and find the item you want to remove. Click Remove, the trash icon, or the available removal control.

Review the updated cart before proceeding to checkout.

How do I adjust the quantity?

Use the quantity selector beside the item in your cart to increase or decrease the number of units.

Check the updated quantity and subtotal before completing your purchase.

PAYMENT

Which payment methods are available?

Available payment methods appear at checkout and may depend on your location, device, currency, and the payment services available for your order.

Where supported, options may include:

• Visa;

• Mastercard;

• American Express;

• Discover;

• PayPal;

• Apple Pay;

• Other methods displayed at checkout.

Please check the checkout page for the options available for your purchase.

How do I pay with PayPal?

If PayPal is offered at checkout:

1. Select PayPal as your payment method.

2. Follow the redirect to PayPal, if applicable.

3. Sign in or use a guest checkout option where available.

4. Review your payment details.

5. Authorize the payment.

You should receive an order confirmation after your purchase is completed successfully.

How do I apply a discount code?

To use a valid Mavonto discount code:

1. Add your chosen products to the cart.

2. Proceed to checkout.

3. Enter the code in the Discount Code field.

4. Click Apply.

5. Confirm that the discount appears in the order summary before paying.

Codes may have expiry dates, minimum spending requirements, product restrictions, or other promotional conditions.

SHIPPING

How long does order processing take?

Orders are normally processed and prepared for dispatch within 5 business days after payment is confirmed.

Business days exclude Saturdays, Sundays, and public holidays. Orders placed on weekends or public holidays will usually begin processing on the next business day.

Processing time is separate from shipping time. Selecting Fast U.S. Shipping does not shorten order processing.

How long does delivery take?

Delivery estimates begin when your order is dispatched:

• Standard U.S. Shipping, including Free Standard Shipping: 15–20 business days after dispatch.

• Fast U.S. Shipping, where available: 7–15 business days after dispatch.

Please allow up to 5 additional business days for order processing before dispatch.

These timeframes are estimates, not guaranteed delivery dates. Delivery may be affected by the destination, carrier availability, customs clearance, public holidays, severe weather, remote delivery areas, or other transportation disruptions.

What shipping options are available for U.S. orders?

Shipping Method	Shipping Fee	Estimated Delivery After Dispatch
Standard U.S. Shipping — order subtotal below $44.80	$4.99	15–20 business days
Free Standard Shipping — order subtotal of $44.80 or more	$0.00	15–20 business days
Fast U.S. Shipping — where available	$8.99	7–15 business days

All delivery estimates exclude order processing time. Available shipping methods and applicable fees will be displayed at checkout before payment.

Do you provide free shipping?

Yes. Eligible U.S. orders with a subtotal of $44.80 or more qualify for Free Standard Shipping.

Free Standard Shipping has the same estimated delivery time as paid Standard U.S. Shipping: 15–20 business days after dispatch.

Fast U.S. Shipping is not included in the free shipping offer. If you select it, the $8.99 fee applies even when your order qualifies for Free Standard Shipping.

Where does Mavonto deliver?

We currently deliver to eligible addresses in the United States.

Some remote areas, restricted locations, or addresses outside our logistics providers’ service coverage may not be eligible.

For questions about delivery availability, contact service@mavonto.com.

Where are orders dispatched from?

Orders may be dispatched from our own facilities or those of our fulfillment partners, depending on inventory availability, the products ordered, and the delivery destination.

The dispatch location may differ from our registered business address. We do not guarantee that every order will ship from the same location.

Items within one order may ship separately and arrive on different dates. Where available, tracking information will be provided for each shipment.

How do I track my order?

Once your order has shipped, you will normally receive a shipping confirmation email containing tracking information.

You can check shipment progress through the relevant carrier’s tracking service or a compatible platform such as 17TRACK.

Tracking updates may take some time to appear after the tracking number is issued. If tracking remains unchanged for an extended period, email service@mavonto.com with your order number.

What should I do if my package is delayed or missing?

Check the latest tracking information and confirm that the delivery address on your order is correct.

If the estimated delivery period has passed, tracking has not updated for an extended period, or your package appears missing, contact service@mavonto.com with:

• Your order number;

• Any available tracking information;

• A description of the delivery issue.

Our support team will review the information and, where appropriate, contact the logistics provider to determine the next steps.

If tracking shows “Delivered” but you have not received your package, contact us so we can investigate. A tracking status alone does not automatically determine the outcome of your support request.

What if the shipping fee at checkout differs from this FAQ?

Please contact service@mavonto.com before completing your purchase if the shipping options or fees appear inconsistent with this FAQ.

For complete shipping terms, please refer to our Shipping Policy.

MISSING, DAMAGED, OR INCORRECT PRODUCTS

What if an item is missing from my order?

Items in one order may arrive in separate packages. Check any shipping notifications to see whether another shipment is on its way.

If an item or required component appears to be missing, contact service@mavonto.com with:

• Your order number;

• Details of the missing item or component;

• Photos of the package and received items, where relevant and available.

We will review the issue. For a qualifying fulfillment error, we will provide an appropriate replacement, refund, or other resolution at no additional cost to you.

What if I receive the wrong product?

Contact service@mavonto.com as soon as reasonably possible and include:

• Your order number;

• A description of the incorrect item;

• Photos of the product and packaging, where available and relevant.

If the mistake was ours, we will arrange an appropriate replacement, refund, or return solution at no additional cost to you.

Please do not send the item back until you receive our return instructions.

What if my product arrives damaged, defective, or materially different from its description?

Email service@mavonto.com with your order number, a description of the issue, and relevant photos or videos where appropriate.

For a qualifying product issue, we will provide an appropriate replacement, refund, or return solution at no additional cost to you.

If a return is required, we will arrange a prepaid return method or agree with you in advance on reimbursement of the necessary return shipping costs.

Please contact us before paying for return shipping.

What if I cannot provide a requested photo or no longer have the packaging?

Let our support team know so we can discuss another way to assess the issue.

The unused-item and original-packaging requirements for preference-based returns do not, by themselves, prevent us from considering a claim concerning a qualifying product defect or fulfillment error.

RETURNS & REFUNDS

What is your return policy?

You may request a return for an eligible item within 180 calendar days from the delivery date.

For a standard, preference-based return, the item must:

• Be unused;

• Remain in substantially the same condition in which it was received;

• Include its original packaging, where applicable;

• Be accompanied by valid proof of purchase, such as an order number or order confirmation.

Any product-specific restrictions will be disclosed on the relevant product page before purchase. These restrictions do not limit our responsibility for qualifying product defects, inaccurate descriptions, or fulfillment errors.

The 180-day return period does not include free return shipping for every return.

Please review our Return & Refund Policy for complete details.

Do I need to ship my return within the 180-day period?

To meet the return request deadline, email us within 180 calendar days of delivery.

Once your return is approved, follow the shipping instructions and dispatch deadline provided by our support team.

If you cannot meet that dispatch deadline, contact us before sending the item.

How do I request a return?

Email service@mavonto.com with:

• Your order number;

• The item you wish to return;

• Your reason for returning it;

• Relevant photos or videos, where appropriate.

If approved, we will provide the designated return address, shipping instructions, and dispatch deadline.

Please wait for authorization and instructions before shipping your return.

Who pays for return shipping?

Preference-based returns: Customers pay return shipping when the return is unrelated to a product defect, inaccurate description, or error on our part. This includes changing your mind, ordering the wrong item, or selecting the wrong quantity or variation.

Qualifying product issues or fulfillment errors: We will provide an appropriate solution at no additional cost to you. If a return is required, we will arrange a prepaid return method or agree in advance to reimburse the necessary return shipping costs.

We do not charge a restocking fee for eligible returns.

Are all returns free?

No. Customers are responsible for return shipping costs for preference-based returns.

For qualifying damaged, defective, incorrect, incomplete, or materially misdescribed products, we will provide an appropriate solution at no additional cost to you.

Contact us before purchasing return shipping. We cannot guarantee reimbursement of costs incurred without prior agreement or through an unauthorized shipping method, except where applicable law requires otherwise.

Where do I send a return?

Our business address is not the designated return address.

Do not send returns to our registered business address or directly to a manufacturer unless our support team specifically instructs you to do so.

After approving your request, we will provide the appropriate return warehouse address and instructions.

What if I have already returned an item without authorization?

Contact service@mavonto.com with your order number, shipping receipt, and tracking information.

We will review the situation. Sending an item to an incorrect address may delay or prevent us from receiving and processing it.

Is there a restocking fee?

No. We do not charge a restocking fee for eligible returns.

How much will be refunded?

For an approved return, the refund is based on the amount actually paid for the returned item, taking account of any applicable discounts.

For a preference-based return:

• The original outbound shipping charge, if any, is not refundable unless required by applicable law;

• Customer-paid return shipping costs are not refundable.

For a qualifying product issue or an error on our part, we will explain the refund amount and any applicable shipping reimbursement when confirming the resolution. You will not be required to pay additional costs to correct our error.

For an approved cancellation of an entire order, we will refund the full amount paid for that order, including any shipping charges collected.

When will my refund be issued?

The timing depends on the type of refund:

Refund Type	When We Issue the Refund
Approved refund requiring a return	Within 5–10 business days after receipt and inspection of the returned item
Approved refund that does not require a return	Within 5–10 business days after approval
Approved order cancellation	Within 5–10 business days after approval

Refunds are issued to the original payment method.

These timeframes refer to when we issue the refund. Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

For return, refund, and cancellation processing, business days exclude Saturdays, Sundays, and public holidays observed by our business in China.

Can my refund be sent to a different card or account?

Refunds are normally issued to the original payment method used for the purchase.

We do not normally transfer refunds to a different card, bank account, digital wallet, or payment account.

If the original payment method is no longer available, contact us. We will review the options supported by the payment provider and any applicable legal requirements.

What if I have not received my refund?

If we have confirmed that the refund was issued:

1. Check your original payment account again.

2. Contact your bank, card issuer, or payment provider about its processing time.

3. If the refund still cannot be located, email service@mavonto.com with your order number.

If the applicable refund processing period has passed and you have not received a refund confirmation, contact us so we can check the status.

Can a return or refund request be declined?

A standard, preference-based return may be declined if:

• The request is submitted after the 180-day return period;

• The item has been used or materially altered after delivery;

• The item has been misused or damaged for reasons unrelated to an original defect;

• The item fails to meet return conditions disclosed before purchase;

• Valid proof of purchase cannot reasonably be verified.

If a return or refund is declined, or only part of a requested refund is approved, we will explain the reason.

These restrictions do not limit mandatory consumer rights or our responsibility to address qualifying product defects, inaccurate descriptions, or fulfillment errors.

Do you offer exchanges or replacements?

For qualifying damaged, defective, incorrect, incomplete, or materially misdescribed items, we may offer a replacement as an appropriate resolution.

Replacement availability depends on stock and the nature of the issue. We will explain the proposed solution and confirm the arrangements with you.

If a suitable replacement is unavailable, we will discuss another appropriate resolution, including a refund where applicable.

For a change-of-mind exchange, contact us before returning the item. We will confirm whether an exchange is available or whether you should request a return and place a separate order.

WEBSITE & SECURITY

Which browsers should I use?

Use an up-to-date browser, such as Google Chrome, Safari, Mozilla Firefox, or Microsoft Edge.

Browser updates can improve compatibility, performance, and security.

Is ordering online secure?

We use reasonable security measures intended to protect customer information during checkout.

Payments are handled through authorized payment providers and the payment systems available through our e-commerce platform.

No internet-based system can guarantee complete security. Use a trusted device and a secure internet connection when shopping.

Is it safe to pay by credit or debit card?

Authorized third-party payment providers process payment information using the security measures supplied by the relevant processor.

Please do not send full credit or debit card details through ordinary email or other unsecured communication methods.

How do you handle my personal information?

We handle personal information in accordance with our Privacy Policy and applicable privacy requirements.

Where reasonably necessary, information may be used to:

• Process and deliver orders;

• Provide customer support;

• Prevent fraud;

• Handle returns and refunds;

• Operate and improve the website;

• Meet legal obligations;

• Send marketing communications where permitted.

Information may also be shared with authorized service providers as needed to operate the store, including payment processors, logistics providers, e-commerce platforms, and customer support providers.

Please read our full Privacy Policy for further details.

CUSTOMER SUPPORT

For questions about products, orders, payments, shipping, cancellations, returns, or refunds, please contact us:

Brand: Mavonto
Company Name: Shenzhen Zhimu Trading Co., Ltd.

Business Address:
Room 306, Factory Building 6255, Longgang Avenue (Henggang Section), Bao'an Community, Yuanshan Subdistrict, Longgang District, Shenzhen City, Guangdong Province, China

Customer Support Email: service@mavonto.com
Business Phone: 0755-89961100

This business address is not the designated return address. Please contact us for return authorization and the correct return instructions.

Mavonto is owned and operated by Shenzhen Zhimu Trading Co., Ltd.

Nothing in this FAQ excludes or limits consumer rights that cannot be excluded or limited under applicable law.