Question 1

How do I check the status of my order?

Accepted Answer

Sign in and open Account → My orders, or use Track order with your order number if you checked out as a guest. Every order shows a full delivery timeline, from payment through customs to the doorstep.

Question 2

What do the order statuses mean?

Accepted Answer

Payment pending means we are waiting on payment. Paid and Confirmed mean the seller has the order. Processing and Packed mean it is being prepared. Shipped and Out for delivery mean it is with the carrier. Delivered means the carrier reported it handed over.

Question 3

Can I change my order after placing it?

Accepted Answer

The delivery address and items cannot be edited once an order is placed, because the seller may already be packing. Cancel it while the status is still Payment pending, Paid, Confirmed or Processing, then order again with the correct details.

Question 4

How do I cancel an order?

Accepted Answer

Open the order from Account → My orders and choose Cancel order. This is available until the order is packed. After that, wait for delivery and start a return instead.

Question 5

Can I order without an account?

Accepted Answer

Yes. Guest checkout only needs an email address for the confirmation, and you can track the order with its number. Creating an account keeps all your orders in one place and speeds up future checkouts.

Question 6

Why was my order split into several parcels?

Accepted Answer

Items from different sellers ship separately from wherever that seller is based. Each parcel gets its own tracking, all shown under the same order.

Question 7

Which payment methods can I use?

Accepted Answer

Credit and debit cards, and cash on delivery where it is available for your destination. Pickovia Wallet appears when it has been enabled for your account.

Question 8

Why was my card declined?

Accepted Answer

Most declines come from the issuing bank rather than us — an unexpected international charge, a spending limit, or expired details. Check the details, try again, or use a different card. The exact reason from the provider is shown on the order.

Question 9

Which currency am I charged in?

Accepted Answer

The catalogue is priced in US dollars and that is what is charged. Other currencies are shown for convenience using the rates published on the site; your bank applies its own conversion and may add a fee.

Question 10

Does Pickovia store my card details?

Accepted Answer

No. Full card numbers, expiry dates and security codes are never stored. Only the card brand and last four digits are kept, so you can recognise which card an order used.

Question 11

When am I charged?

Accepted Answer

Card payments are taken when you place the order. Cash-on-delivery orders are paid to the courier on arrival — have the exact amount ready, as couriers usually cannot give change.

Question 12

How long will my order take?

Accepted Answer

Standard delivery is 6 to 12 working days from dispatch, express is 3 to 6, and economy is 10 to 20. Sellers normally dispatch within 1 to 3 working days. The estimate for your destination is on every product page.

Question 13

How much is shipping?

Accepted Answer

Standard shipping is free on eligible orders of $35 or more — your cart confirms eligibility before you pay, and a small number of low-margin items are excluded. Below that it is charged once per seller, at the highest rate among that seller’s items. Express and economy adjust the total at checkout before you pay.

Question 14

Will I pay customs or import duty?

Accepted Answer

Prices at checkout do not include import duty, customs fees or import VAT. Many low-value parcels clear without any charge, but depending on your country and the order value the carrier may ask you to pay customs charges before delivery. You are the importer of record for your order; any such charge is not refundable by Pickovia unless the item is returned under Buyer Protection.

Question 15

My tracking has not updated in days

Accepted Answer

Tracking often goes quiet during international transit and customs clearance — a five-day gap is normal on a long route. If it has not moved for more than five working days, open a support ticket from the order page.

Question 16

Which countries do you ship to?

Accepted Answer

The UAE, United Kingdom, United States, Germany, France, Netherlands, Spain, Italy, Singapore, India, Sri Lanka and Saudi Arabia. Set your destination in the header to see accurate estimates.

Question 17

How long do I have to return something?

Accepted Answer

30 days from delivery on most items, and 60 on selected ranges. The window that applies is on the product page. Statutory rights in your country apply on top of this and are not reduced by it.

Question 18

How do I start a return?

Accepted Answer

Open the order from Account → My orders, choose Return or refund, pick the items and reason, and describe the problem. Support checks the order, payment and return window — usually within one working day — then tells you whether the item needs to go back and, if so, gives the exact return address and deadline. You follow every step under Account → Returns & refunds.

Question 19

Who pays for return shipping?

Accepted Answer

We do, if the item is faulty, damaged, wrong or not as described — either a label or reimbursement of tracked postage, confirmed by support. For a change of mind you pay the return postage; nothing is deducted without being shown on your request first.

Question 20

What cannot be returned?

Accepted Answer

Perishables, sealed personal-care items once opened, custom or personalised items, and gift cards once the code has been revealed. Anything else non-returnable is marked on the product page before you buy.

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