FAQ

Orders

How do I place an order? Browse our store, add items to your cart, and complete checkout. You'll receive a confirmation email once your order is placed.

Can I change or cancel my order after placing it? Orders can be changed or canceled only before they ship. Contact us as soon as possible at info@aurivamain.com. Once an order has shipped, it cannot be edited or canceled.

I entered the wrong shipping address — what do I do? Contact us within 24 hours of placing your order so we can try to update it before shipment. We're not responsible for orders sent to an incorrect address provided at checkout.

Shipping

How long does shipping take? Standard domestic shipping takes 3–9 business days. International shipping takes 10–20 business days, depending on your location. Orders are processed within 1 business day.

How do I track my order? Once your order ships, we'll email you a tracking number. Please allow up to 48 hours for tracking to begin updating.

Do you ship internationally? Yes. International delivery times vary by destination, and any customs duties, taxes, or import fees are the customer's responsibility.

My package says delivered but I can't find it. What now? Check with household members, neighbors, or building management, and contact your local carrier with the tracking number. If you still can't locate it, reach out to us. Please note refunds are not issued for orders marked as delivered by the carrier.

Returns & Refunds

What is your return policy? We offer a 30-Day Satisfaction Guarantee. If you're not happy with your purchase, contact us within 30 days of receiving it and we'll make it right with a replacement or store credit.

My order arrived damaged or incorrect. What should I do? Contact us within 15 days of delivery at info@aurivamain.com with your order number, a description, and clear photos. We'll arrange a replacement.

Can I return sale items? Sale items are final sale and aren't eligible for refunds or replacements unless they arrive damaged or incorrect.

How long do refunds take? Approved refunds are processed within 5–10 business days, though the time for funds to appear depends on your bank or payment provider.

VIP Program

What is the Auriva VIP Program? It's our membership program offering up to 80% off select items, exclusive products, early access to drops, and special discount codes.

How much does it cost? You start with a 14-day free trial, followed by a recurring charge of $39.95 every 30 days unless you cancel.

How do I cancel my membership? You can cancel anytime by emailing us at info@aurivamain.com. To avoid being charged, cancel before your free trial ends or before your next billing date.

Payments & Account

What payment methods do you accept? We accept the payment methods displayed at checkout. All payments are processed securely, and we do not store full card details.

Is my information safe? Yes. We use reasonable safeguards to protect your information. See our Privacy Policy for full details.

Contact

How do I reach customer support? 📧 Email: info@aurivamain.com 🕒 Hours: 9:00 AM – 5:00 PM EST, Monday – Saturday