What's the shipping & tracking process?
https://mvfbrands.com/pages/shipping-returns
Our shipping times are as follows:
For the USA (including Hawaii and Alaska): you should receive your order within 7-14 business days of placing it.
For everywhere else: you should receive your order within 14-21 business days of placing it. The wide range is due to different policies of customs clearance in different countries.
We are a small, independent company so these are guidelines not hard and fast rules! Just contact us if you need an update estimated time of arrival for your order.
Campaign Specific
At this time, we do not process replacements as a standard resolution.
If a customer reports an issue with product functionality or requests a replacement, the default approach is to offer a resolution based on the situation — this may include partial refund/discount options (30%–50%) where appropriate, or proceeding directly with a full refund. The customer keeps the product.
This approach is based on the fact that in many cases (especially with products like NeuroSpin), the item is not actually defective. Most issues are related to product usage or customer expectations, and the likelihood that a replacement will resolve the issue or improve customer satisfaction is low.
Important:
Cases where the customer reports that the product “doesn’t work,” “doesn’t spin,” or they are unable to use it do not qualify for a replacement and should be handled with initial troubleshooting (instructions), and if unresolved — proceed with the discount offers (offer 30% first, then if rejected, offer 50%) with full refund as the last offer.
Stuck In Transit
If a shipment has had no tracking updates for 2–4 weeks, we can generally consider it stuck.
In most cases, offer a reship first, as it’s usually an issue with that specific shipment rather than the customer’s address. This will avoid a refund.
Before creating a replacement order, always confirm the customer’s full shipping address (street, city, state, and ZIP code), just in case there was an address issue.
Sample Spiel:
Based on the tracking, it looks like your package may have become stuck in transit. Unfortunately, we don’t know the exact reason, but to make this as easy as possible for you, we’d be happy to send you a replacement right away instead of waiting for further tracking updates. Please let us know if that works for you.
If the customer doesn’t want a replacement and prefers a refund instead, go ahead and process the refund using the Stuck Shipment refund reason.
Defective / Damaged Product Claims
Defective Product Claim Tools:
Troubleshooting - Refer to product usage instructions to assist customer step by step
30% Partial Refund
50% Partial Refund
Full Refund
Damaged Product Claim
If the item is clearly damaged upon delivery, a replacement may be offered. This includes cases where the item is:
Cracked
Broken into pieces
Missing parts
Visibly smashed or unusable
Requirement: Clear photo or video evidence must be provided. Please advise the customer to send an email for verification. Once verified, a replacement will be processed.
Lost / Stolen Claim (Delivered claiming Product Not Received)
If the tracking shows Delivered, but the customer claims they did not receive the package, a replacement may be considered only after thorough verification. Ask the customer to check:
Around their front door / porch / mailbox
With household members or neighbors
With the building front desk or management (if applicable)
Safe delivery locations (garage, backyard, side door, etc.)
Contact the carrier (if the customer doesn’t have the contact info for the carrier, give it to them)
If the customer confirms they have checked all of the above and still cannot locate the package, a replacement may be offered.
Wrong Item received / Internal Errors
If the customer received a completely different product than what they ordered (e.g., ordered NeuroSpin but received FreshCore), a replacement should be issued.
If the issue is caused by an internal mistake (e.g., fulfillment error, incorrect handling, or any confirmed fault on our side), a replacement may be used as a resolution.
PurePods Shipping Delay
We currently have a big delay in shipments for PurePod due to high demand. Approximate shipping delay is ~5 days. Please use the spiel below for customer shipping related inquiries.
Spiel:
First of all, I want to personally congratulate you for being one of the lucky few who secured a PurePod! As you know, it’s entirely handcrafted by our expert engineers and has been selling out incredibly fast. Because the demand has been exceptionally high, our production facility is currently working through a brief backlog. To make sure every single unit meets our strict quality standards, we do have a small shipping delay of approximately 5 days right now.
The great news is that your order is fully secured. As soon as your PurePod leaves our facility, you'll immediately receive a shipping confirmation email with your tracking information so you can follow it right to your door.
We appreciate your patience so much while our engineers put the finishing touches on your unit. Congratulations again on securing yours!