FAQ
Orders and cancellation
When will my order ship?
Most orders are prepared within 1–3 business days, excluding weekends and holidays. A shipment confirmation email includes tracking details after dispatch; tracking may take 24–48 hours to update.
Can I change or cancel my order?
Email support@mygiftvibes.com with your order number within 12 hours of order confirmation. We can only cancel an order before it has shipped or entered production. A successfully cancelled order receives a full refund. Changes depend on processing status; the cancellation request window does not replace your rights to return eligible delivered goods.
Delivery and free Standard Shipping
What is the free shipping threshold?
Free Standard Shipping applies to eligible orders of USD 69.99 or more at available shipping destinations. The current automatic free-shipping offer is configured for all countries, provided delivery is available, and does not combine with other product, order or shipping discounts. USD 69.99 meets the amount threshold. Eligibility and the order amount are calculated by the existing checkout rules, including any applicable discounts. The rate displayed at checkout is the rate for your destination and selected method.
The current listed rates before any eligible shipping promotion are USD 5.99 for Standard and USD 9.99 for VIP Express Shipping. When the automatic free-shipping offer applies, the checkout may reduce the selected shipping charge to zero. Available methods, other market currencies and any remaining charge are shown at checkout. The name of a shipping method does not establish a faster arrival time.
How long does delivery take?
After dispatch, Standard delivery to the United States is estimated at 5–12 business days; other available international destinations are estimated at 10–20 business days. Order preparation time is additional. Customs, holidays or carrier delays can affect these estimates; they are not guaranteed arrival dates. We do not promise an Express delivery time that has not been confirmed.
Where do you ship?
Available destinations and delivery methods are shown at checkout. Any customs duties or taxes follow the applicable destination and checkout information; see the Shipping Policy. The free Standard offer above is limited to eligible destinations.
What if my address is wrong or my parcel is delayed?
Contact us promptly with your order number and the correct address. Changes depend on processing status. For delays or missing parcels, we help investigate with the carrier. Any proposed paid redelivery is explained before you agree; we handle costs caused by our own error.
Returns, damaged items and refunds
How do I request a return?
Request a return within 14 days of receipt by emailing support@mygiftvibes.com with your order number or another valid proof of purchase. Contact us for approval, the return address and instructions before sending an item back. Send an approved return within 14 days of approval. The Refund Policy describes eligibility; your statutory rights are preserved.
Who pays return shipping?
For a change-of-mind return, the customer pays return shipping and no restocking fee is charged. The refund includes the item amount, applicable refundable taxes and refundable original Standard delivery charges; an additional Express upgrade charge is generally not refunded. For an incorrect, defective or transit-damaged item, we cover necessary remedy and return costs. Mandatory rights applicable to your order take precedence.
What if an item arrives damaged or is defective?
Contact us as soon as possible, preferably within 48 hours of delivery, and include clear photos or a short video where available. This is a reporting recommendation, not an automatic deadline for refusing a claim. Our 30-day product guarantee covers manufacturing defects, transit damage, missing components and failures under normal use. Any statutory rights continue beyond that commercial guarantee where applicable.
What if tracking says delivered but I cannot find the parcel?
Check the delivery location, household members, neighbours and the local carrier, then contact us if the parcel is still missing. We investigate with the carrier and explain the next steps.
When will my refund arrive?
We aim to notify you of the return inspection result within 3 business days of receiving the return and submit an approved refund within 2 business days to the original payment method. These steps are separate from the payment provider crediting your account. Bank card refunds can take up to 10 additional business days; other methods follow the provider’s timeframe. Contact us if a refund is still missing after that period.
Optional Package Protection
Package Protection is an optional paid service for reporting shipping loss or damage. It is added only when you choose it in the cart; its current fee is displayed there. You can remove it before checkout. If an unfulfilled order is successfully cancelled, the fee is refunded with the order. For a separate service cancellation or fee refund request after ordering, contact us for review before or during the claim process. Your ordinary return, quality and statutory rights do not depend on purchasing it.
Read Package Protection details.
Payments and customer service
Current available payment methods are displayed at checkout and can vary by destination, currency, device and browser. See Payment methods. Do not send full card details by email.
Customer service hours: Monday–Saturday, 10:00–19:00 Hong Kong Time (UTC+8). We aim to reply within 1 business day. Messages received outside these hours are handled during the next service period.
Contact support@mygiftvibes.com or use our Contact page.