FREQUENTLY ASKED QUESTIONS
Shipping
How do i track my order?
Once you placed an order, you can track it anytime on our Track Your Order page. Simply enter your order number, which you can find in your order confirmation email.
If you have trouble tracking your order, feel free to reach out to our support team for assistance.
What ship methods are used?
We use outside delivery companies (UPS, FedEx, DHL, and USPS), we cannot guarantee these delivery times.
Does Shapiva ship internationally?
Yes, we offer standard and express shipping options to most countries.
Can i update the shipping adress?
Normally we will only ship to the address entered when the order was originally placed. Let’s connect as soon as possible if you need to update the shipping address-- contact us.
When will my order ship?
Orders are processed depending on item availability and payment approval. During high volume periods, product availability may be subject to change while your order is being processed.
Most orders placed on business days will be processed and shipped within 1-2 business days.
We are unable to deliver on weekends or public holidays, any orders placed during this period will be dispatched the following business day.
How long does my order take to arrive?
Priority 4-8 business days / Standard Delivery 7-14 business days
Please note that shipping times do not include the standard 1-2 business days processing time it takes for the order to ship out.
Please note: due to the large order volume and slow logistics during the Black Friday shopping spree, some shipments may be delayed. We're working diligently to get your order on time.
Is shipping insurance available on the website?
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.
Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
You can opt-in and add Route to your order by toggling the Route button On to protect your package from theft, damaged or missing delivery. For cart totals under $100 USD, Route is only $0.98 USD.
If you experienced an issue with your order, please file a claim with Route’s team here.
What is the shipping fee and how do i qualify for free shipping?
The shipping fee is $7.49 within the US and $9.95 to Canada. For priority shipping within the US, the fee is $9,95. In the rest of the world, the shipping fee is $19,95. However, we offer free shipping on all orders over $80.
What should i do if my package is missing?
Please contact us if you have not received your delivered order or it has been lost in transit by the carrier. We would be happy to assist.
What should i do if i did not receive my delivered package?
First double-check the area where the carrier would have left it. Ask neighbors too in case the package was dropped at the wrong door. Also, look for any "attempted delivery" notices, which means the carrier tried to deliver it, but no one was home. If you still don’t see anything, wait until the end of the next day, because some carriers’ electronic systems may show the package as delivered, even when it’s still on the way. Still no luck? Call the carrier with your tracking number for more information.
If the carrier is unable to provide a resolution please contact our Customer Care Center at info@shapiva.com
Exchanges & Returns
What is Shapiva's return policy?
• We accept exchanges & returns within 30 days of receiving. Free gifts, bras & underwear and items marked final sale are not eligible for return.
• Products must be returned unworn, unwashed, in their original condition and with all tags and liners attached.
• We kindly ask to please try on items while not wearing make up, perfume, or beauty products that can leave marks or scents, as this could cause the item to be non-returnable.
• We ask that you wear underwear when first trying-on your purchase, as we reserve the right to refuse returns that show any signs of wear.
• Exchanges:
- We are pleased to offer free exchanges, and for the first exchange, Shapiva will provide a complimentary return label.
- However, starting from the second exchange, customers will be responsible for the shipping costs associated with the exchange.
• Returns and Refunds:
- In the event that a customer chooses to return an item for a refund, please note that Shapiva does not provide free return shipping.
- Shapiva can provide a return label for the convenience of the customer, but a processing fee of $8 USD will be applicable and charged to the customer.
* In most cases, we can only process one return or exchange for each order. For your benefit, please carefully consider all the products you need to return.
Can i return or exchange in store purchases online?
Buy in-store and return online is currently not allowed. In-store purchases need to be returned or exchanged in the same retail location, and vice versa.
How do i request an exchange or return?
Finding the perfect shapewear can be tough. Luckily, with our 100% Fit Guarantee, you get easy returns or exchanges for another size or product. To issue a request:
- You can simply email our customer care team info@shapiva.com and inform us of your order number and your exchange/return request. As soon as you have brought your package to your local post office, please reach out to our team to share your return tracking with us.
How long does a refund or exchange take to process?
Once we see your garment(s) are on route to us, for the exchange request, your exchange garment(s) will be shipped out to you and a shipping confirmation email will be sent right over to let you know it's on the route;
for the return request, we will get your refund processed for you, and you will be notified via an email. Your refund will be processed and applied to the original method of payment.
Note that refunds can take up to 1-3 business days to appear on your bank account due to varying processing times of financial organizations.
What if i closed my card/bank?
Currently, we can only issue a refund to the original payment method, meaning that we cannot issue a refund to a new account or card.
If you have a new credit card, but the original account remains active, the refund will process back to your account. If the account has been completely closed, please consult the bank first. You can reach out to us at info@shapiva.com if you need further assistance.
How to request a return label?
If you are not totally in love with how they feel or fit, simply exchange or return them within 30 days, please feel free to contact us for a return label. Email to info@shapiva.com. It is available for the US only!* One return label for per order.
Can you help with a defective product?
We apologize if you received a damaged item. Please send a photo of the damaged product to info@shapiva.com with your order number and we would be happy to help you with a resolution. Please note that any damaged item outside of a 30 days return window cannot be returned or refunded.
Order Issues
Where to shop?
Shapiva is sold exclusively at www.shapiva.com. Be the first to know about new collections, restocks, and more by signing up for emails on the bottom of this page.
I tried ordering through the website, but it's not going through - what do i do?
You can solve many errors with just a few simple steps:
- Try using a different browser
- Force stopping the browser
- Clearing the browser cache
If these still don't work, contact us, so we can get it sorted for you!
Does Shapiva provide wholesale service?
If you are a wholesaler or store owner, please feel free to send us your inquiry now. Email to info@shapiva.com
How do i find my Shapiva order number?
Once you place your order successfully, you will receive a unique Shapiva order number.
There are ways to find your order number:
- Check your email inbox or spam for the order confirmation.
- Create a Shapiva account using the email address you provided at purchase. Find your order number under your order history.
Still can’t find your order number? Let us help - contact us.
How do i change or cancel an order?
You may change or cancel your order by our Customer Support Team before the order is processed.
If you miss this grace period, no worries! We are committing to ensuring that you find your perfect fit and offer hassle-free returns and exchanges. If you want to change your order, we recommend placing a new order to ensure that you receive it as soon as possible.
How do apply my discount code?
On the last page before you click complete order you will find a box to enter your discount code. Once you have entered this code, click “Apply”. Your total amount will be updated to reflect the discount.
*Only one can be applied per purchase
What should i do if i did not receive my delivered package?
First double-check the area where the carrier would have left it. Ask neighbors too in case the package was dropped at the wrong door. Also, look for any "attempted delivery" notices, which means the carrier tried to deliver it, but no one was home. If you still don’t see anything, wait until the end of the next day, because some carriers’ electronic systems may show the package as delivered, even when it’s still on the way. Still no luck? Call the carrier with your tracking number for more information.
If the carrier is unable to provide a resolution please contact our Customer Care Center at info@shapiva.com
Why was my order cancelled?
It is possible that your order may be canceled when it was detected by the system as a high-risk order. If you receive a cancellation notification, please contact your financial institution to verify your payment method and reach out to our customer service. All charges will be refunded after verifying the details of your order.
Payment
What currency is the site in?
Our website is currently in United States dollars. All purchases will be converted to USD after purchase.
What payment options do you accept?
We accept a wide variety of payment options!
For the quickest checkout process, you can select one of our express options - ShopPay, AmazonPay, PayPal, or GooglePay
We also accept:
- Afterpay, Klarna
- Visa, Mastercard, Apple pay, American Express, Discover, JCB, Diners Club
If you prefer to use a different payment method simply go through our easy checkout process - enter your shipping information and from there you will be taken to the final checkout page where you can enter your payment information.
What is Afterpay
Afterpay is a service that allows us to offer our customers the ability to make purchases now and pay for them in four equal payments made every 2 weeks without any interest.
How secure is my payment information?
Your payment is secure and your information always remain private. All information is encrypted form to ensure the overall security of all sensitive information.