HVO FAQs

WEBSITE FAQ

Who should I contact if I have technical problems using the website?

If you have difficulty placing an order online or encounter other website issues, please contact customer service.

I forgot my password and can't log into my account - what should I do?

If you forget your password, be sure to enter the email address you used when you set up your account.

PAY FAQ

Can I ship globally?

United States
Due to logistical challenges and high demand, we currently ship orders within the contiguous U.S. (lower 48 states). At this time, we cannot provide shipping quotes or accommodate requests outside this region.

Covering Germany/Canada/Italy and many other countries, enjoy free shipping when placing an order!

Please note that we only accept delivery to items within our service area.

What are the payment methods you support?

Supports payment methods such as PayPal, Apple Pay, Visa/Mastercard, etc.
Installment payment is not currently supported.

ORDER FAQ

Can I pick up the goods from you?

Self-pickup is currently not supported.

How to track my order status?

Once your order ships, we will send a shipping confirmation email with a tracking link. Click the link to check the parcel transportation status in real time and keep track of the delivery progress!

How long does it usually take to ship an order?

“Within the United States”
During normal working hours, order processing time is 1-2 working days. The delivery time of the package is 2-8 working days (depending on the distance of the address to which the warehouse is delivered).
During sales periods, large events like Black Friday and Cyber Monday, or other interactive periods, order processing time is 4 business days. Package delivery usually takes 10 working days.
Once your order ships, you will receive a notification email

Special discounts

HVO brand exclusive special offers are released from time to time, please continue to pay attention to us.
Discount applies only to HVO branded products and cannot be combined with online discount codes.

How can I change or cancel my order?

We know that your order is very important and we will ensure that the order is completed as soon as possible and smoothly. Please check the receipt information carefully during checkout. Once an order is generated, the system will be automatically locked and no information can be changed. Please confirm that all information is accurate before submitting.

I entered the wrong shipping address - can you change it for me?

Please contact us immediately and provide your correct address. If your order has not shipped yet, we may be able to modify your shipping label accordingly. However, if your order has already been packed and/or shipped, additional logistics address modification fees will apply.

After checkout, why don't I receive an order confirmation or error message?

1. 1. Your order was not processed successfully.
   2. The e-mail address you entered is incorrect.
   3. Confirm whether the email was sent to your spam inbox.
   4. Customer service contact information: service@hvofitness.com

What is your return and refund policy?

All return requests must be made by contacting customer service personnel for explanation and registration.
All exchanges/returns must be sent back to us in new condition within 30 working days of receipt of the item.
Please use original packaging when returning items.

The item I want is out of stock. what do I do?

We usually restock from the latest collections within a few weeks. So please register your email address to be notified when it's back in stock so you don't miss out next time.

AFTER-SALE FAQ

What should I do if I receive a damaged item or find parts missing from my order?

If Your Order Arrives Damaged or Incomplete:
Damaged Items: Keep all packaging materials, take clear photos of the damage, and email us at service@hvofitness.com with your order number. Report any shortages within 30 days of your order date for prompt resolution.

How to apply for warranty? / What information do I need to provide to claim warranty service?

To request a warranty, please contact customer service at service@hvofitness.com and provide your order number, description of the problem, and photos or videos of the defect.

NOTE: The warranty does not cover normal wear and tear, cosmetic damage, or damage caused by factors beyond HVO’s control.

Customer Service Help

You can contact our after-sales service team by sending an email.
The email is as follows: service@hvofitness.com