FAQ

Frequently Asked Questions

Shipping & Delivery

How much is shipping?
Free, on every order, with no minimum spend. The price you see on the product page is the price you pay.

Where do you ship?
The United States, Canada and Australia. More countries are coming — email us if you'd like yours added.

How long will my order take?
We dispatch within 1–3 business days, and delivery usually takes 7–15 business days after that. So most orders arrive within two to three weeks.

Why does delivery take longer than Amazon?
Because we ship directly from our fulfilment partners rather than holding expensive local warehouse space. That's the trade-off that lets us offer free shipping and lower prices. We'd rather be honest about the timeline than promise two days and disappoint you.

How do I track my order?
You'll get a tracking number by email as soon as your order ships. It can take 2–5 business days for the first scan to appear — that's normal and doesn't mean anything is wrong. If it still hasn't updated after 10 business days, email us and we'll chase it.

My items arrived in separate parcels. Is that a mistake?
No. Orders with several items are sometimes split across parcels and can arrive on different days. There's no extra charge to you.

Will I have to pay customs or import duties?
Depending on your country's rules, import duties or taxes may apply and aren't included in the item price unless collected at checkout. Rules vary by destination — your local customs office can tell you what applies to you.

Returns & Refunds

What's your return policy?
You have 14 days from delivery to request a return. Items need to be unused and in their original packaging. Email support@comfortivo.com to start — please don't post anything back before we've confirmed the return address.

My item arrived damaged or wrong. What now?
Send us a photo within 14 days of delivery and we'll send a free replacement or refund you in full, including shipping. You won't pay return postage for our mistake.

Who pays for return shipping?
If you've changed your mind, you do. If the item was damaged, faulty or incorrect, we do.

How long do refunds take?
We process approved refunds within 10 business days of receiving your return. Your bank may take a further 5–10 business days to show it.

Can I cancel my order?
Yes, free of charge, any time before it's dispatched. Email us as soon as you can.

Orders & Payment

Can I change my shipping address after ordering?
If the order hasn't shipped yet, yes — email us immediately with your order number. Once it's dispatched we can't redirect it.

I didn't get an order confirmation.
Check your spam folder first. If it's not there, email us with the name and address you used and we'll find your order.

Is my payment information safe?
Yes. Payments are processed by Shopify's secure checkout. We never see or store your full card details.