FAQ

Frequently Asked Questions

Your Guide to Shopping With Moryiva

Below are answers to common questions about our small household appliances, payments, shipping, order changes, and after-sales assistance.

For additional help, email service@moryiva.com. If you are contacting us about an existing purchase, include your order number and the email address used at checkout.

  1. Ordering and Payment

Where do I enter a promotional code?

Add your selected products to the cart and proceed to checkout. Enter your code in the discount or promotional code field before completing payment.

An accepted discount should appear in the order summary. Check the updated total before confirming your purchase.

If a code appears eligible but is not accepted, contact customer support for assistance.

What payment options can I use?

The payment methods available for your transaction are shown at checkout. Availability may vary according to your location, device, and provider, and may include:

  • PayPal

  • Visa

  • Mastercard

  • American Express

  • Other supported credit and debit cards

  • Apple Pay

  • Google Pay

Transactions are generally processed by independent payment service providers.

  1. Delivery Coverage and Shipping Fees

Does Moryiva deliver to my location?

We currently accept orders for eligible delivery addresses within the United States.

Enter your complete address at checkout to check availability. Shipping remains subject to carrier coverage and any restrictions affecting your destination.

How much is standard shipping?

For eligible U.S. deliveries, shipping fees are calculated according to the order subtotal:

Order Subtotal Standard Shipping Charge
$0.00–$38.99 $3.99
$39.00 or more Free

The applicable delivery charge is displayed at checkout before you submit your order.

  1. Order Preparation and Arrival Estimates

When should my order arrive?

Orders require processing before dispatch. Our usual estimated timeframes are:

Stage Estimated Duration
Order processing 1–5 business days
Standard shipping after dispatch 10–20 business days
Total estimated timeframe 11–25 business days

These periods are estimates and do not guarantee a specific arrival date.

Actual delivery may be affected by carrier schedules, seasonal demand, weather, transport disruptions, destination, and other logistical circumstances.

Will I be told when my order ships?

Once your purchase has been dispatched and shipment details are available, we will generally send a notification to your checkout email address.

The message may include a tracking number or a link to the carrier’s tracking page.

  1. Tracking and Separate Shipments

How do I track my parcel?

Use the tracking number or carrier link provided in your shipping notification.

Tracking may not become active immediately because the carrier needs time to register the parcel or complete its initial scan.

Why has the tracking information not changed?

Carriers do not necessarily record an update at every stage of transit. A parcel may be travelling between facilities or awaiting another scan.

A temporary gap in updates does not, by itself, mean the shipment has stopped progressing.

If tracking remains unchanged for an unusually long period, contact service@moryiva.com with your order number so we can review the available records.

Can products from one order arrive separately?

Yes. Separate shipments may be required when items are prepared at different fulfilment locations or follow different delivery arrangements.

Where applicable, tracking details may be supplied for each package.

  1. Confirmation and Dispatch Messages

What should I do if my order confirmation is missing?

Check the email account used at checkout, including spam, junk, promotions, and other filtered folders.

If you still cannot locate the confirmation, contact us with your checkout email address and any available transaction reference. These details help our team find your purchase.

When will I receive tracking information?

Tracking details are generally sent once processing is complete and shipment information becomes available.

Our usual processing estimate is 1–5 business days. If this period has passed without a dispatch notification, contact support for an update.

  1. Changing or Cancelling an Order

Can I correct an address after ordering?

Please contact us as soon as you discover an address error.

Email service@moryiva.com with:

  • Your order number

  • The email address used at checkout

  • The complete corrected delivery address

We will make reasonable efforts to update the address before dispatch. Once the parcel has been handed to the carrier, an amendment may no longer be possible.

Can I change the appliance, model, colour, or quantity?

Changes may be possible while your order is in the early stages of processing.

Tell our team which product you ordered and the exact adjustment required. We can check whether the selected appliance, model, variation, quantity, or other eligible details can still be amended.

Changes cannot be guaranteed once fulfilment has begun.

How can I cancel my purchase?

Email customer support promptly with your order number and a clear cancellation request.

Cancellation is generally easier before packing or dispatch. Once fulfilment has advanced or shipping has started, cancellation through our usual order process may no longer be available.

If your order has already shipped, you may request an eligible return after delivery under our Return & Refund Policy.

Mandatory cancellation or withdrawal rights remain unaffected.

  1. Appliance Information and Compatibility

Where can I find a product’s specifications?

Please review the individual product listing. Depending on the appliance, it may include:

  • Product descriptions and photographs

  • Materials, colours, and finishes

  • Dimensions and capacity

  • Voltage and power requirements

  • Plug type and compatibility information

  • Available models or variations

  • Included accessories and quantities

  • Operating and care instructions

  • Packaging details

Contact our team if you need clarification about the information available.

How do I check whether an appliance suits my home?

Compare the product’s dimensions, capacity, intended use, and electrical specifications with your requirements.

Where applicable, check that its voltage, power requirements, and plug type are suitable for your household electrical supply. Review any stated operating restrictions and the available instructions before purchasing.

If the listing does not answer a compatibility question, contact us before ordering.

Why might an appliance look slightly different from its photographs?

Photography, lighting, display settings, and colour calibration can affect how colours, textures, and finishes appear.

Packaging updates and reasonable manufacturing variations may also result in minor differences.

A slight visual variation does not automatically mean an item is defective or incorrect. If the appliance is materially different from your purchase or its description, contact support for review.

  1. Damaged, Incorrect, or Missing Items

What should I do if an appliance arrives damaged?

Notify customer support as soon as reasonably possible.

Where relevant and available, provide:

  • Your order number

  • Your checkout email address

  • Clear photographs or a short video showing the concern

  • Photographs of the outer packaging

  • A photograph of the shipping label

We will review the information and explain the next steps under our Return & Refund Policy and applicable consumer protection requirements.

What if I receive the wrong product or model?

Send us your order details and explain how the item received differs from what you purchased.

Where possible, include photographs of the appliance, its model label, and relevant packaging. We will compare these details with your order records and assist with the appropriate next steps.

How do I report a missing product or accessory?

Contact us with your order number and identify the missing item or supplied accessory.

If possible, attach photographs showing the products, components, and packaging received. Our team can check whether an item is travelling separately or whether further investigation is required.

  1. Returns and Refunds

How do I request a return?

Read our Return & Refund Policy for the applicable eligibility conditions, deadlines, and procedures.

Then email service@moryiva.com with:

  • Your order number

  • The product you wish to return

  • A brief explanation of your request

Please obtain return instructions from customer support before posting a parcel.

Our registered business address is not automatically the correct return destination.

These procedures do not restrict mandatory consumer rights.

When will a refund reach my account?

Refund timing depends on the circumstances, including whether a return is required, the condition of the returned appliance, the reason for the request, and the original payment method.

Approved refunds are processed according to our Return & Refund Policy. After a refund is issued, your bank, card issuer, or payment provider may need additional time to display the credit.

For an update on a pending refund, contact our team with your order information.

  1. Customer Support Schedule

How quickly will you respond?

Customer Support Days: Monday through Friday

Typical Initial Email Response: Within 24–48 business hours

This estimate applies to our first reply. Resolving an enquiry may take longer if we need additional information or assistance from a carrier or fulfilment provider.

Response times may also vary during public holidays, promotional periods, or times of seasonal demand.

  1. Business and Contact Details

Moryiva is an online small household appliance retailer operated by Wuhan Xinshifeng Information Technology Co., Ltd.

For product questions or help with payments, orders, delivery, and after-sales requests, use the following details.

Brand / Store Name: Moryiva

Business Category: Online Small Household Appliance Retail

Operating Company: Wuhan Xinshifeng Information Technology Co., Ltd.

Registered Business Address:

Room 2, No. 3, 8th Floor, Unit 1, Building 41, Phase 3 Baishazhou SME City, Qingling Urban Industrial Park, Hongshan District, Wuhan City, Hubei Province, China (Yuxuan Business Secretary - Custody No. 12)

Customer Support Email:

service@moryiva.com

Customer Support Telephone:

+8615271876586

Support Days: Monday–Friday

Estimated Initial Email Response: Within 24–48 business hours

Wuhan Xinshifeng Information Technology Co., Ltd. manages Moryiva’s website operations, order administration, fulfilment coordination, customer communications, and related after-sales assistance.

Please include your order number when contacting us about a purchase so we can locate the relevant records and review your request.

Thank you for shopping with Moryiva.