Frequently asked questions

Orders

How do I place an order?

Browse our store, select the product you would like to purchase, choose any available options, add it to your cart, and proceed to checkout.

How do I know if my order was successfully placed?

After placing your order, you should receive an order confirmation email. If you cannot find it, check your spam or junk folder. If you still cannot locate your confirmation, contact Contact@recetavo.com.

Can I change or cancel my order?

Contact us as soon as possible. We will do our best to accommodate your request. Once an order has entered processing or shipped, changes or cancellations may no longer be possible.

Can I change my shipping address?

Contact us as soon as possible if you entered an incorrect address. If the order has not been processed or shipped, we may be able to update it. Once shipped, the delivery address generally cannot be changed.

Shipping

How long does order processing take?

Orders are generally processed within 1–3 business days after payment confirmation.

How long does shipping take?

United States: 5–12 business days. Europe: 7–15 business days. Other International Destinations: 10–20 business days. Delivery times are estimates and are not guaranteed.

Do you offer international shipping?

Yes. Recetavo ships to the United States and selected international destinations. Available options will be displayed during checkout.

How much does shipping cost?

Shipping costs are calculated at checkout and may depend on destination, shipping method, package characteristics, and available promotions.

How can I track my order?

When tracking is available, you will receive a shipping confirmation email containing tracking information. Please allow approximately 24–48 hours for tracking updates.

What happens if my package is delayed?

If your shipment is significantly delayed, please contact Contact@recetavo.com.

What happens if my package is lost?

If your package appears lost in transit, contact us so we can review the shipment and assist with a carrier investigation where appropriate.

What if tracking says delivered but I cannot find my package?

Check around your delivery location, household members, neighbors, any carrier delivery photograph or notice, and contact the carrier. If you still cannot locate the order, contact Contact@recetavo.com.

Customs and international orders

Will I have to pay customs duties or taxes?

International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country. Unless otherwise stated during checkout, these charges are the responsibility of the customer.

Returns

What is your return policy?

We offer a 30-day return policy. You have 30 days after receiving your item to request an eligible return.

What items are eligible for return?

Eligible items should generally be in the same condition in which they were received, unworn or unused, in their original packaging, and with applicable tags attached. Proof of purchase may also be required.

How do I start a return?

Contact Contact@recetavo.com before sending an item back. We will provide return instructions after reviewing your request.

Where do I send my return?

Approved returns may be directed to Recetavo, Operated by ECOMBROOKINS LLC, 3848 S Queen Palm Dr, Tucson, AZ 85730, United States. Please contact us before mailing your return.

Who pays for return shipping?

Unless the item arrived damaged, defective, incorrect, or applicable law requires otherwise, customers may be responsible for return shipping costs.

Are any items non-returnable?

Certain items may not qualify for return, including perishable goods, personalized or custom-made products, opened personal care or hygiene products, hazardous materials, flammable liquids or gases, gift cards, and products clearly identified as final sale.

Refunds

How long does a refund take?

Once we receive and inspect your return, we will notify you whether the refund has been approved. Approved refunds are issued to the original payment method within approximately 10 business days. Banks and payment providers may require additional processing time.

What if I have not received my refund?

If more than 15 business days have passed since your refund was approved, contact Contact@recetavo.com.

Can I receive my refund using another payment method?

Approved refunds are generally returned to the original payment method.

Exchanges

Do you offer exchanges?

The fastest way to receive a different item is generally to return the original item and place a new order. Contact Contact@recetavo.com before sending an item back so we can review your request and provide instructions.

Payments and customer support

Which payment methods do you accept?

Available payment methods are displayed securely during checkout.

How can I contact Recetavo?

For order, shipping, return, or refund questions, email Contact@recetavo.com. Please include your order number when applicable.