Terms of service
# Service Policy
Thank you for shopping with **Blusvia**. We are committed to providing a smooth, secure, and pleasant shopping experience for every customer. Please read our service policy carefully before placing an order.
## 1. Order Processing
Once your order is placed successfully, you will receive an order confirmation email automatically.
Orders are usually processed within **1–5 business days**. During peak seasons, holidays, or promotional periods, processing time may be slightly longer.
Please make sure your shipping address, email address, and phone number are correct before submitting your order. If any information is incorrect, please contact us as soon as possible at **[info@blusvia.com](mailto:info@blusvia.com)**.
## 2. Shipping & Delivery
We ship orders to the address provided at checkout.
Estimated delivery time is usually **12–18 business days**.
Please note that delivery times are estimates only and may be affected by customs clearance, weather conditions, logistics delays, holidays, local carrier arrangements, or other factors beyond our control.
Once your order has been shipped, you will receive a shipping confirmation email with tracking information.
## 3. Tracking Information
Tracking information may take several days to update after the package is shipped.
If your tracking status has not updated immediately, please do not worry. The package may still be in transit between logistics facilities.
You may contact us at **[info@blusvia.com](mailto:info@blusvia.com)** if you need help checking the status of your order.
## 4. Address Issues
Customers are responsible for providing a complete and accurate shipping address.
If the shipping address is incorrect, incomplete, or undeliverable, the package may be delayed, returned, or lost. In such cases, we may not be responsible for reshipping costs or refunds.
If we detect a possible address issue before shipment, we may contact you by email to confirm the correct address. Please reply as soon as possible to avoid delays.
## 5. Delivered But Not Received
If the tracking information shows that the package has been delivered but you cannot find it, please first check the following places:
* Mailbox
* Front door or porch
* Reception area
* Parcel locker
* Neighbors or family members
* Local post office or carrier
Once a package is marked as delivered by the carrier, we are not responsible for lost or stolen packages. However, we will do our best to assist you with tracking details or carrier information.
## 6. Order Cancellation
If you wish to cancel your order, please contact us as soon as possible at **[info@blusvia.com](mailto:info@blusvia.com)**.
If the order has not been processed or shipped, we will do our best to cancel it for you.
Once an order has been processed or shipped, it can no longer be cancelled.
## 7. Returns & Refunds
To request a return or refund, please contact us at **[info@blusvia.com](mailto:info@blusvia.com)** within **3–5 days** of receiving your order.
Due to hygiene and safety reasons, opened or used cosmetics, skincare products, personal care items, beauty tools, and intimate-use products cannot be returned or refunded unless they arrive damaged, defective, or incorrect.
Returned items must be:
* Unused
* Unopened
* In original packaging
* In resellable condition
* Approved by our customer support team before being sent back
Please do not return items without contacting us first. Unauthorized returns may not be accepted.
The return address will be provided by our customer support team only after your return request has been approved.
Shipping fees are non-refundable unless the issue was caused by our error.
## 8. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us at **[info@blusvia.com](mailto:info@blusvia.com)** within **48 hours** of delivery.
Please include:
* Your order number
* Photos or videos of the item
* Photos of the packaging
* A brief description of the issue
After reviewing the evidence, we may offer a replacement, partial refund, store credit, or another suitable solution.
## 9. Refund Processing Time
Once a refund is approved, it will be processed back to your original payment method.
Refund processing time usually takes **5–10 business days**, depending on your bank or payment provider.
Please note that we cannot control the exact time your bank takes to post the refund to your account.
## 10. Chargebacks & Payment Disputes
If you have any issue with your order, please contact us first at **[info@blusvia.com](mailto:info@blusvia.com)**. We are always willing to help resolve the issue.
Opening a chargeback or payment dispute without contacting us may delay the resolution process.
We reserve the right to provide order records, shipping confirmation, delivery proof, customer communication, and policy evidence to the payment provider or card issuer when responding to disputes.