FAQ

1. Shopping Process

Q1: How does the shopping process work?
Select your desired items → Add to cart → Fill in shipping information → Choose a payment method → Confirm and complete payment.
After a successful order, you will receive an order confirmation notification.

Q2: Can I modify my order after submission?
If you notice any errors in your order, please contact us as soon as possible.
We can assist with modifications if the order has not yet been prepared for shipping; once the order is in the delivery stage, changes are not possible.

Q3: What if I haven’t received a confirmation email?
Please first check your spam or promotions folder. If you still cannot locate it, contact customer service to confirm your order status.

2. Payment Information

Q4: What payment methods are accepted?
We currently accept the following credit cards:

• Visa

• MasterCard

• JCB

• Discover

Payments are processed immediately upon order confirmation.

Q5: Is the transaction secure?
Yes. All payments are processed through a secure encrypted system. Your credit card information is never exposed or stored in an unsafe environment.

3. Shipping and Delivery

Q6: Do you only ship within Australia?
Yes. We currently only provide shipping services within Australia.

Q7: How long does shipping take?
Orders are typically processed within 1–3 business days.
Delivery time varies by location, generally taking 5–10 business days.

Q8: Can I track my order?
Yes. Once your order is shipped, we will send a notification email with a tracking number so you can check your shipment status at any time.

4. Returns and After-Sales

Q9: What if there is a problem with my order?
If you receive a product with quality issues or damage, please contact us as soon as possible and provide photos. We will assist in resolving the issue.

Q10: What is your return policy?
Products that are unused and in their original packaging may be returned if they meet the eligibility requirements.

Q11: How long does it take to receive a refund?
Once the returned item is approved, refunds are usually credited back to the original payment account within 5–10 business days.

5. Product Information

Q12: Will sold-out products be restocked?
Some items may be restocked. We recommend checking website updates or contacting customer service for inventory confirmation.

Q13: Will the product color differ from the images?
Due to differences in display devices and lighting during photography, the actual product color may vary slightly from the images.

6. Account and Data Security

Q14: Do I need to create an account?
You may register an account to manage orders, or choose guest checkout to complete your purchase.

Q15: How is my personal information protected?
We collect and use your personal information responsibly and take appropriate measures to ensure data security.

7. Contact Us

Address: 4550 KAREN AVE APT 256, LAS VEGAS, NV 89121-7633, US
Customer Service Phone: +1 (725) 710-7932
Customer Service Email: solutions@stoneelivo.com
Online Service Hours: Monday – Friday, 9:00–12:30 & 14:00–18:00 (Central European Time, CET)