Customer care
Shipping & returns
Where we ship from, how long it takes, and how returns actually work.
We sell through Amazon, Walmart and TikTok Shop, so your order, tracking and return label all live in the marketplace account you used. Here is what to expect, and what to do when something goes wrong.
Shipping
United States: orders ship from our California and New Jersey warehouses, typically within 1 business day. Average transit is 2.4 days; remote ZIP codes can take 5.
Canada & Mexico: 3–6 business days via marketplace international shipping, with duties calculated at checkout.
Europe: orders ship from Rotterdam in 3–5 business days to most EU destinations. UK orders clear customs through the marketplace’s IOSS arrangement.
Free shipping thresholds and expedited options are set by the marketplace and shown at checkout. We cannot modify shipping speed after an order is placed.
Returns
Return windows follow the platform: 30 days on Amazon, 90 days on Walmart for most home categories, and 30 days on TikTok Shop. Start the return from your order page — the label is generated there.
Items should be returned in a usable condition with the original packaging where possible. We do not require the retail box for a defective item.
Refunds are issued by the marketplace to the original payment method, usually within 5 business days of the return being scanned.
Damaged or faulty items
Photograph the item and the outer carton within 7 days of delivery and email hello@homavia.com. For items under $60 we ship a replacement without asking for the damaged unit back.
If a product fails within the two-year warranty period, send your order number and a photo. We will replace the item or the specific part — replacement parts are stocked for at least five years after launch.
Wrong or missing item
Message us with the order number and a photo of what arrived. We treat wrong-item and empty-box reports as priority and respond the same business day where possible.
For parcels marked delivered but not received, please check with neighbours and your building first, then contact us — we will open a carrier trace and, if it is not found within 5 business days, replace the order.
Questions about this document? Email hello@homavia.com. This page is provided for transparency and does not constitute legal advice; final wording should be reviewed by counsel in your operating jurisdiction.