Ordering, shipping, returns, etc.? We’re here to help!
Orders
I didn't receive an order confirmation. What should I do?
If you don’t receive an order confirmation email, please email order@bagivia.com.
What if an item is out of stock or out of stock?
We do our best to ensure that all items are in stock, but individual products may be temporarily out of stock. If the item you ordered cannot be shipped, we will notify you by email. For paid orders, out-of-stock items will be automatically refunded to the original payment method. We will only charge the corresponding fee when the item is ready to ship.
I received my order, but one item is missing. What should I do?
Some orders may be shipped separately from different warehouses, and you will receive a tracking number for each package via email. If you have received all packages and find that there are still items missing (and they are not marked as out of stock), please contact customer service in time and we will verify and provide you with a solution as soon as possible.
How can I modify or cancel my order?
We process orders quickly, so we can only try to modify or cancel your order within 24 hours after the order is submitted. Please note that we cannot guarantee that changes or cancellations will be successful. If you need to request one, please contact customer service as soon as possible and we will do our best to assist you.
Can I exchange my product?
We are currently unable to process exchanges. You may return the product for a full refund and place a new order. If your order already includes shipping, the shipping fee will not be refunded.
Payment
Is it safe to use a credit card on your website?
We take your payment security very seriously.
Our website uses SSL (Secure Sockets Layer) encryption technology, which encrypts your credit card information and personal data to significantly reduce the risk of information being intercepted.
While no online transaction can be 100% risk-free, we are committed to always using industry-leading security technologies and measures to protect your privacy and transaction security.
At the same time, we recommend that you remain vigilant when making payments and monitor your account activity regularly.
What are your online payment options?
Bagivia accepts the following payment methods:
· VISA
· Mastercard
Your billing address must match your payment method information. If your payment is declined, please contact your financial institution for assistance.
My credit card was declined, but the charges are still showing on my credit card account. What happened?
The “charges” that appear on your card account are pre-authorization holds. They are not actual charges; however, your card issuer may have temporarily held the funds. Your card may have been declined for one of the following reasons:
· The billing address you entered does not exactly match the billing address on file with your credit card company.
· Your credit card company declined your transaction for insufficient funds or for another reason.
If you receive an error response for any of the above reasons, please contact your credit card company to release any pending holds on Bagivia. Bagivia has no control over the grace period for releasing authorized funds, especially debit card funds.
When will my card be charged?
Authorization charges are made when an order is placed. We complete the charge when the order is shipped.
I paid, why hasn't it shipped yet?
Payment for your order will be charged when the order is placed. You will receive a confirmation email with order tracking information. If you are a registered customer, you can also track your shipment by logging into your profile. If your order contains multiple items, it may be shipped from multiple locations and shipping may be delayed. Custom products require advance payment and will be charged when you place your order.
I have already cancelled my order, why haven't I received a refund yet?
If you cancel your order before it ships, the refund will automatically be refunded to the credit card or payment method you used for your order. Please contact your payment provider for any unusual delays.
How do I use a coupon or discount code?
You can enter a discount code during the checkout process. Please use the box marked “Gift Card or Discount Code” on the “Shipping” or “Payment” page. Please note that many of our discounts are automatic discounts. The discount amount will be displayed at checkout. In this case, there is no need to enter a discount code.
Shipping Information
When will my order be shipped?
We usually process and ship your order within 1-3 business days.
Once your package is shipped, we will send you a confirmation and tracking number via email. Please note that during holidays and peak promotions, processing time may be slightly longer, but we always strive to get your order to you as soon as possible.
What shipping methods do you offer?
We currently offer two delivery options: standard and expedited. You can choose the best method for your needs at checkout.
Standard shipping is suitable for orders that are not urgent, while expedited shipping allows you to receive your package faster. The specific available services and estimated delivery time will be displayed on the checkout page for your confirmation.
How long will it take for my order to be delivered?
The delivery time depends on the delivery method you choose:
· Standard delivery usually takes 7-14 days to deliver.
· Expedited delivery usually arrives within 3-5 days (calculated from the date the order is shipped).
Please note that holidays, customs inspections or other unforeseen factors may cause longer delivery time.
Once your order is shipped, you will receive a confirmation email with your order details and tracking number, so you can check the logistics progress at any time.
Why is my package still untracked?
If you have recently received a logistics tracking number, it may take up to 24 hours for the carrier to update the tracking information.
Does my package require a signature?
Most of our packages do not require a signature. However, we may require a signature based on the judgment of the value or risk management team. The signature requirement cannot be waived. To request a signature requirement for your package, please contact our Customer Service team.
What if my package is lost or stolen?
In the unfortunate event that you cannot find a package that the courier has marked as delivered, please wait 24 hours in case the package was marked prematurely but is still waiting to be delivered. We are obligated to wait 24 hours for the carrier. If you still cannot find your package 24 hours after delivery, please contact us via email for assistance.
What if my package is missing items?
If you are missing items or goods, please contact us within 24 hours of receiving your package.
Will I be charged sales tax?
When placing an order on Bagivia.com, your order will be charged sales tax in accordance with applicable state, local and county tax laws.
When you enter your delivery address, the system will estimate and display the sales tax due based on your zip code and the total amount of the order, and the relevant information will also be displayed on the order confirmation page.
Returns and Refunds
What does your return policy say?
Please visit our Return Policy for complete information. Merchandise must be returned in the same condition it was received, with original tags and packaging, and in accordance with the applicable conditions listed in our Return Policy.
Can I combine returns from different orders?
Yes, you can return them together in one package if the orders were placed from the same email account. We recommend writing the order numbers on a piece of paper and placing it with the items in the return package. If you are returning multiple orders from different accounts, please use the appropriate labels to return them separately.
What if I am returning an item that was not purchased from Bagivia?
If you mistakenly return an item that was not purchased from Bagivia, please contact Customer Service as soon as possible by email (order@bagivia.com). While we will do our best to assist you in locating and recovering non-Bagivia items, Bagivia is not responsible for replacing, refunding, or otherwise compensating customers for items that were returned in error.
What happens if I refuse a package or it is undeliverable?
If a package is refused or undeliverable, it will be returned to us by the shipping company. Once a package is sent back to our after-sales warehouse, we will not be able to intercept and attempt to re-deliver it. If your order contains an out-of-stock item and you would like to receive the original order, we will do our best to re-ship it once the original package is delivered and processed through our returns department. Please note that this process may take 10-14 business days.
For security reasons, any change of address for re-shipping is subject to approval. If you would like us to re-ship or refund, please contact customer service by email.
When can I expect a refund?
It takes 2-3 business days for the return to be processed after it arrives at our warehouse. Once your return is processed and the refund is issued, you will receive a refund confirmation email. It may take up to 7-10 business days for the refund to be credited to your credit card account. This depends on your financial institution.
Account
How do I create an account?
Creating a Bagivia account is easy! All you need is a valid email address and create a password on our website. You can click on the “Login” link on our website.
How do I change my account information or email address?
You can edit your account information under “My Account”, from there you can update your email, password, shipping or billing information.
I can't reset my password! What to do?
Click “Forgot Password” and a password reset link will be sent to your email. If you do not receive a reset link, please contact our customer service team.
How do I unsubscribe from your promotional emails?
You can easily unsubscribe by clicking the “Unsubscribe” link at the bottom of our promotional emails. Once you do this, you will no longer receive promotional and marketing emails from us, but you may still receive important notifications related to your order.