What should I do if I did not receive a confirmation email?
If you have not received a confirmation email about your order, it’s maybe a network issue with sending the email, you can contact us.
What should I do when tracking updates show my package was returned?
Please contact the shipping company and remember to provide your tracking number to find out more information. If you still cannot find your package, please contact us as soon as possible by submitting a ticket. We will be more than happy to resolve this issue.
Why hasn't my shipping information been updated?
Sometimes it takes the information some time to update. If your shipment is from our international warehouses, it is in transit or clearing customs and the information will not be updated until it reaches next shipping station (may need 1-7 days). Sometimes the shipping company has not updated the package information.
Why is the tracking number not working?
When we ship our packages to you there are no further updates from the shipping company due to the fact that your package is in transit. Once it has reached the next sort facility it will update. It may take a couple of days (1-7 days) to see any activity once it has shipped out from our end.
How to change my shipping address?
If you want to change your shipping address, please contact us as soon as possible with your order number. But must be before the package is not shipped.
Why was my payment declined?
Foliv accepts Visa, MasterCard, American Express, and PayPal. If you have trouble paying via credit card: Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank. In the case that your payment is still refused, we suggest trying a different card or payment method. If the above instructions fail, please contact your bank or contact us with as much detail along with the error messages. so that we may assist you.