Frequently Asked Questions
Frequently Asked Questions
📦 Shipping & Delivery
Q: Where do you ship to?
A: Currently, we ship to addresses within the United States. We're working on expanding our shipping zones soon!
Q: Do you ship to Alaska and Hawaii?
A: Yes! We ship to all 50 states including Alaska and Hawaii. Shipping times to these locations may vary slightly from standard delivery estimates.
Q: How long does shipping take?
A: Orders are processed within 1-2 business days. Standard shipping typically takes 7-12 business days. You'll receive a tracking number once your order ships.
Q: Do you offer free shipping?
A: Yes! We offer free standard shipping on orders over $50 within the US.
Q: What if my package is lost or stolen?
A: If your tracking shows delivered but you haven't received your package, please check with neighbors or your building's front desk. If it's been more than 3 business days since marked delivered, contact us at veralee0720@gmail.com and we'll work with the carrier to resolve this. Lost package claims must be reported within 30 days of the delivery date.
Q: How can I track my order?
A: Once your order ships, you'll receive a tracking number via email. You can use this number to track your package on our website or the carrier's site.
🔄 Returns & Exchanges
Q: What's your return policy?
A: We accept returns within 30 days of delivery. Items must be unused, in original condition, and in original packaging.
Q: How do I initiate a return?
A: Email us at veralee0720@gmail.com with your order number and reason for return. We'll send you a return authorization and shipping instructions.
Q: Are there any non-returnable items?
A: For hygiene reasons, items that have been opened or used cannot be returned. This includes any products that show signs of use.
Q: How long do refunds take?
A: Once we receive and inspect your return, refunds are processed within 5-7 business days to your original payment method.
🛍️ Products & Usage
Q: What materials are your products made from?
A: Our signature gua sha combs are crafted from 100% natural sandalwood. Each piece is unique with its own grain pattern.
Q: Is the wood sustainably sourced?
A: Yes! We're committed to environmental responsibility. Our sandalwood is ethically sourced from sustainable forests, and we work only with suppliers who share our commitment to preserving natural resources for future generations.
Q: How do I use a gua sha comb?
A: Gently glide the comb along clean, moisturized skin in upward and outward motions. Start from the center of your face and move towards the edges. Use light pressure—this shouldn't hurt!
Q: Can I use gua sha on my body (neck, shoulders)?
A: Absolutely! Gua sha works wonderfully on the neck, shoulders, and other areas where tension accumulates. Use the same gentle upward and outward motions, and consider applying a body oil or lotion to reduce friction.
Q: How often should I use gua sha?
A: For best results, use 2-3 times per week. Some people enjoy daily use for 5-10 minutes as part of their self-care routine.
Q: How do I clean my gua sha comb?
A: Wipe with a soft, damp cloth after each use. Occasionally clean with mild soap and water, then dry immediately. Avoid soaking or using harsh chemicals.
Q: What if my comb breaks or has defects?
A: We stand behind the quality of our products! If your comb arrives damaged or develops defects within 90 days of purchase, contact us at veralee0720@gmail.com with photos and your order number. We'll replace it free of charge. This doesn't cover damage from misuse or normal wear and tear.
Q: Can I use gua sha if I have sensitive skin?
A: Yes! Gua sha is generally gentle for all skin types. Use lighter pressure and always apply with a facial oil or moisturizer to reduce friction. If you have specific skin concerns, consult with a dermatologist first.
💳 Orders & Payment
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express) and PayPal.
Q: Can I modify or cancel my order?
A: We process orders quickly! If you need to make changes, email us at veralee0720@gmail.com within 2 hours of placing your order. After that, we may not be able to make changes.
Q: Do you offer gift cards?
A: Yes! Digital gift cards are available for purchase on our website.
🌿 Brand & Values
Q: What makes Orivein different?
A: Orivein blends ancient Eastern wellness wisdom with modern self-care rituals. Our products are designed to help you slow down, reconnect with yourself, and find calm in the chaos of daily life.
Q: Are your products cruelty-free?
A: Yes! All Orivein products are 100% cruelty-free. We never test on animals.
Q: Are your products vegan?
A: Our gua sha tools are made from natural wood and are vegan. Please check individual product pages for specific ingredient information.
Q: Where are your products made?
A: Our products are ethically sourced and crafted with care. We work closely with artisans who share our commitment to quality and sustainability.
🧘 Wellness & Benefits
Q: What are the benefits of gua sha?
A: Gua sha is an ancient wellness practice that may help promote relaxation, reduce facial tension, support healthy circulation, and enhance your skincare routine. Many users report feeling more relaxed and noticing a natural, healthy glow after regular use. Remember, gua sha is a self-care ritual—not a medical treatment.
Q: Can gua sha help with headaches or tension?
A: Many people find that gentle gua sha massage on the neck, shoulders, and temples helps them feel more relaxed and may ease tension. While gua sha is a traditional wellness practice for promoting relaxation and comfort, it's not intended to diagnose, treat, cure, or prevent any medical condition. For persistent headaches or health concerns, please consult with a healthcare professional.
📧 Contact Us
Q: How can I reach your customer support team?
A: Email us at veralee0720@gmail.com. We typically respond within 24-48 hours during business days.
Q: Can I collaborate with Orivein?
A: We'd love to hear from you! Email veralee0720@gmail.com with details about your collaboration idea.