FAQ

How long does order processing take?

Most orders are processed within 1–3 business days after payment confirmation. Processing includes order verification, product preparation, quality checking, packaging, and handover to the shipping provider.

Orders placed during weekends, public holidays, major sales events, supplier restocking periods, or unusual order-volume spikes may require additional processing time.

How long does delivery take?

Delivery usually takes approximately 5–7 business days after your order has been shipped.

Delivery times are estimates only and are not guaranteed. Delivery may vary depending on destination, carrier route, customs inspection, local delivery network, weather conditions, holidays, remote-area delivery, and other factors outside our direct control.

Do you offer expedited shipping?

At this time, Puvitox does not offer expedited shipping. Available shipping options will be displayed at checkout.

Will I receive tracking information?

Yes. After your order ships, we will send a shipping confirmation email with tracking information when available.

Tracking may take 24–72 hours to update after the parcel is handed over to the carrier.

Why has my tracking not updated?

Tracking may pause while the package is moving between facilities, passing customs, waiting for carrier scanning, or being transferred to a local delivery network. This does not always mean the package is lost.

If your tracking information has not updated for several days, please contact us with your order number and tracking number.

Can I change my shipping address after placing an order?

If your order has not yet been processed, packed, dispatched, or handed over to the carrier, we will do our best to update the address.

Once the order has entered processing or shipment, address changes may no longer be possible.

What products does Puvitox sell?

Puvitox focuses on wearable accessories, starting with Apple Watch bands, watch cases, screen protectors, and matching accessory sets.

Our goal is to help customers choose accessories that match in size, color, material, style, and daily use.

How do I choose the right Apple Watch band size?

Please check your Apple Watch case size before placing an order. Apple Watch sizes are usually shown on the back of the watch case.

Always review the product description, size options, and compatibility information before checkout.

Are Puvitox bands compatible with all Apple Watch models?

Compatibility depends on the band size and Apple Watch case size. Many Apple Watch bands are compatible across certain size groups, but you should always check the product description before ordering.

Puvitox is not responsible for incorrect purchases caused by selecting the wrong size, model, connector type, or compatibility option.

What if I order the wrong size?

If you ordered the wrong size, please contact us as soon as possible. If the item is eligible for return or exchange, we will help you with the next steps.

The customer is responsible for return shipping costs when the wrong size was selected by the customer.

Will the color look exactly the same in person?

Product colors may vary slightly under different lighting conditions, screen settings, photography, and production batches.

Minor color differences, surface texture variations, or cosmetic differences that do not affect normal use may not be considered product defects.

What is a Complete Set?

A Complete Set usually refers to a matching combination such as Band + Case or Band + Case + Screen Protector.

Complete sets are designed to help customers create a cleaner, more coordinated smartwatch look with less guesswork.

What does auto-matched mean?

Auto-matched means the recommended accessory is selected to match your chosen color, size, or style whenever possible.

For example, if you choose a Gold 41mm band, we may recommend a matching Gold 41mm case.

Are screen protectors reusable?

Most screen protectors are designed for one-time installation. Once the protective film is removed or installation has been attempted, the item may not be eligible for return unless it arrives damaged or defective before installation.

What is your return window?

Puvitox offers a 30-day return window from the date of delivery for eligible items.

Return or exchange requests made after 30 days may not be accepted unless required by applicable law.

Can I return an item if I simply do not like it?

Yes, if the item meets our return eligibility requirements.

The customer is responsible for return shipping costs for personal reasons, including changing your mind, choosing the wrong color, ordering the wrong size, selecting the wrong model, or no longer needing the item.

Can I return a used item?

Light try-on for size or style checking may be acceptable.

However, heavily used, damaged, scratched, stained, modified, incomplete, improperly adjusted, or misused items may not be eligible for refund or exchange.

Do I need to contact you before returning an item?

Yes. Please contact us before sending any item back.

The return address may vary depending on your order, product type, return reason, and return location. Unauthorized returns may not be accepted and may be delayed, refused, or returned to sender.

When will I receive my refund?

Once we receive and inspect the approved returned item, we will notify you whether the refund is approved or rejected.

If approved, the refund will be issued to your original payment method when possible. Banks, card issuers, PayPal, and payment providers may require additional time to post the refund to your account.

What should I do if my item arrives damaged or defective?

Please contact us within 7 days after delivery with your order number, the email address used for the order, a description of the issue, and clear photos or videos.

If the issue is confirmed to be caused by our error or a product defect, we will help make it right with an appropriate solution.

What solutions may be offered for defective or incorrect items?

After review, we may offer a replacement item, replacement part, exchange, store credit, partial refund, full refund, troubleshooting guidance, or another reasonable resolution depending on the situation.

Is normal wear and tear covered?

No. Normal wear and tear is not covered.

This includes scratches, fading, discoloration, dents, coating wear, cosmetic changes from regular use, and damage caused by improper handling, installation, adjustment, chemicals, sweat, impact, or misuse.

What if I received the wrong item?

Please contact us within 7 days after delivery with your order number and clear photos of the item, packaging, and shipping label.

If the issue is confirmed to be our fulfillment error, we will help resolve it with an appropriate solution.

What payment methods do you accept?

Available payment methods will be displayed at checkout. Payment options may vary depending on your location and the payment providers available at the time of purchase.

Are customs duties, VAT, or import taxes included?

Product prices displayed on Puvitox.com may not include customs duties, import taxes, VAT, brokerage fees, handling fees, or other charges imposed by your destination country unless clearly stated at checkout.

Customers are responsible for any applicable customs duties, taxes, import fees, or related charges unless otherwise clearly stated at checkout.

Why was my payment declined?

Payments may be declined due to incorrect payment information, bank authorization issues, insufficient funds, card restrictions, payment provider review, or fraud prevention checks.

Please check your payment details or contact your payment provider for more information.

How can I contact Puvitox?

You can contact us by email:

support@puvitox.com

What information should I include when contacting support?

To help us respond faster, please include:

• Your order number.
• The email address used for the order.
• A clear description of your question or issue.
• The product name, color, size, or model involved.
• Photos or videos if your item is defective, damaged, incorrect, incomplete, or difficult to identify.
• Your tracking number if you are contacting us about delivery status.

What is your support response time?

We usually reply within 1–3 business days.

During holidays, major sales events, or high-volume periods, response times may be slightly longer.