Cancellation & Return
ORDER CHANGES & CANCELLATION POLICY
Can I make changes to my order?
Changes are only possible if the order hasn't been processed for fulfillment. We recommend canceling your order, if eligible, before proceeding to place a new order with the correct details.
How can I change my shipping address?
If your delivery address is incorrect, please contact us as soon as possible. Address changes can't be guaranteed however will be attempted if the order hasn't been fulfilled. Once an order has been processed and the shipping label has been created, we're unable to change the shipping address.To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, phone numbers, and building or apartment numbers are critical to ensuring successful delivery. Pivo doesn't take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
How can I cancel my order?
Changes are only possible if the order hasn't been processed for fulfillment. We recommend canceling your order, if eligible, before proceeding to place a new order with the correct details. Please submit the Cancellation Form as soon as possible. If you'd like to cancel while your order is under shipping process, you'll need to wait until you receive the package before making a return request. You can return items in new condition within the return timeframe.
RETURN & REFUND POLICY
Pivo will gladly accept the return or exchange of products in new condition within 14 calendar days of the delivery date, as long as the returned product meets our terms and conditions. Before you start your return, here are a few things you need to know:
What are the return conditions?
- You may request a return within 14 calendar days of receiving a Pivo product if the product is still in new condition
- Only products purchased from the Official Pivo Online Store for your own use
- If you purchased one of our Packs, you must return the whole Pack in new condition
- All items should be returned in their original packaging
- Pivo doesn't provide a return label and return shipping fees aren't refundable
- The original shipping fees will be deducted from the refund
Official Pivo Online Store: getpivo.com, pivoriders.com, pivobusiness.com, pivorealestate.com, pivoapps.com
What if my item is defective?
- You may request a return or replacement within 14 calendar days of receiving a Pivo product if the product has a manufacturing defect
- After 14 calendar days, Pivo will replace the product in accordance with the return conditions as above
- You will be required to provide video proof clearly showing the fault/defect
Note: Without any supporting document to prove the defect, Pivo won't be able to honor the return for your item(s).
How do I return my item?
- Use the Return and Refund Form to start your request.
- Fill out the form by including the order number, the item(s) you wish to return, photo of the items, and the reason for the return.
- If your request is eligible for a return, Pivo will provide you with further instructions on where returns should be shipped to. Please note that Pivo doesn't provide a return label.
- Returns must be sent back with a trackable method within 14 calendar days of your return request.
- Please be sure to obtain and share a copy of your tracking number. Without a return tracking number Pivo may not be able to honor your return if it's lost in transit.
- Don't forget to let us know which return method you used.
Where do I return my item(s)?
We've warehouses located in different locations and the return location for your item(s) would depend on where you're located in:
- If you're located in New Zealand or Australia, returns will be shipped to our warehouse in Australia
- If you're located in Canada or US, returns will be shipped to our warehouse in US
- If you're located in Europe, returns will be shipped to our warehouse in Europe
- If you're located in any other countries, returns will be shipped to our warehouse in South Korea
Note: Don't send your return to the address on your package or refuse the package without confirmation from Pivo. It may not be our return address and will affect the processing of your return. Please submit the Return and Refund Form and we'll provide you with the return instructions and address.
What if my order got returned to sender?
If your package is returned by the local post office or customs, Pivo will arrange reshipment and no refund will be issued in this situation. If the reason for the return is a result of a customer error, a reshipping fee and return fee will be charged. This fee will depend on the shipping country.
Reason(s) of return because of customer:
- Shipping address is wrong or incomplete
- Invalid contact information
- No reply to the notification emails sent by Pivo
- Customer refuses to accept package/pay tax fee/complete customs clearance
- Customer didn't collect package by the deadline
How can I get refunded?
- When the return is confirmed by the seller and there is no customer's fault as above, Our refund process will begin.
- Once the returned package is received and processed by our facilities, your refund will be credited to your original payment method minus the initial shipping fees.
- Refunds can take up to 14 business days to be credited back to you depending on your payment method and your bank.
Here are some things to take note of when enjoying our promotion offers:
- Promotion offers are limited to a one-time use
- Promotion offers are non-transferable and can only be redeemed by the original recipient
- Limit of one promotion code per transaction
- Discount codes aren't applicable to shipping charges
- Promotions & discount codes can't be applied to previously placed orders
- Discount codes aren't transferable or redeemable for cash or credit
- To apply a promotion code, you must enter it prior to completing the order
- Promotions & promotion codes aren't retroactive and price adjustments won't be issue to previously placed orders