Contact Us

We’re Here to Help

Questions about your order, shipping, returns, or product use? Contact the Alivux support team and we’ll point you in the right direction.

How to Reach Us

Support email: [support@[store_domain]]
Support page: /pages/contact-us

Contact form fields

  • Name
  • Email
  • Order #
  • Message

Support Hours

Our standard support hours are:

  • Monday to Friday
  • 9:00 AM to 5:00 PM EST

Messages sent outside these hours will be answered on the next business day.

Response Time

We aim to reply within 1 business day. During launches, holidays, or peak shipping periods, replies may take a little longer.

Order and Delivery Help

To help us assist you faster, include:

  • your order number
  • the email used at checkout
  • a short summary of the issue
  • photos, if your item arrived damaged or incorrect

Lost Parcel Note

If your tracking says delivered but you have not received your package:

  • check your mailbox, safe place, and building desk
  • ask household members or neighbors
  • contact the local carrier
  • email us within 7 days if you still need help

Need Answers Now?

You may also find help here:

  • FAQ — /pages/faq
  • Shipping & Delivery — /pages/shipping-delivery
  • Returns & Refunds — /pages/returns-refunds

Contact Us FAQs

Can I update my shipping address after ordering?
If your order has not shipped yet, contact us as soon as possible. We will do our best to help.

How do I contact support about a damaged item?
Email [support@[store_domain]] with your order number and photos of the item and packaging.

How fast do you respond?
We usually respond within 1 business day.

Can I contact you without an order number?
Yes, but including your order number helps us assist you faster.

Meta title
Contact Alivux Support | Help With Your Order

Meta description
Contact Alivux for order help, shipping questions, returns, and product support. We usually reply within 1 business day.

FAQ

H1: Frequently Asked Questions

Orders

Can I change or cancel my order?
If your order has not started processing, we may be able to update or cancel it. Contact us right away at [support@[store_domain]].

Where is my order number?
Your order number is in your order confirmation email.

Why did I only receive part of my order?
Some orders may ship in separate packages. If that happens, you will receive tracking updates for each shipment.

Shipping

How long does shipping take?
Orders usually process in 1 to 3 business days. Delivery times vary by destination. Please see our full Shipping & Delivery page at /pages/shipping-delivery.

Do you ship internationally?
Yes, we ship to many countries. Shipping availability and delivery ranges are shown at checkout.

How do I track my order?
Visit /pages/track-order and use your tracking number or order information.

Returns

What is your return window?
We accept eligible returns within 30 days of delivery.

Can I return opened skincare products?
For hygiene and safety reasons, opened or used consumable skincare items are generally not returnable unless they arrived damaged, defective, or incorrect.

How do I start a return?
Email [support@[store_domain]] with your order number and reason for return. Full details are on /pages/returns-refunds.

Payments

What payment methods do you accept?
We accept major credit cards and supported express checkout options such as Shop Pay, PayPal, Apple Pay, and Google Pay where available.

Is checkout secure?
Yes. Checkout is encrypted to help protect your payment information.

When am I charged?
You are charged when your order is placed.

Product

How often should I use Herbapoint microneedling eye patches?
Most customers use them 2 to 4 times per week or as needed before events or after long days.

How long should I leave the patches on?
Follow the product directions on the page and packaging. A typical wear time is 10 to 15 minutes.

Are your products suitable for sensitive skin?
Skin varies. We recommend reviewing the full ingredient list and patch testing before first use.

Account

Do I need an account to order?
No. You can check out as a guest unless account features are enabled.

How do I reset my password?
Use the password reset link on the account login page.

Can I see past orders in my account?
If you created an account with the same email used at checkout, your order history may appear there.

Still Need Help?

If you could not find the answer you need, contact us here:

  • Contact Us — /pages/contact-us
  • Track Order — /pages/track-order