FREQUENTLY ASKED QUESTIONS
General Questions
What is Relivo and what do you sell?
Relivo is a premium recovery and wellness brand. We sell professional-grade massage and therapy devices that give you the same relief you would get from a physiotherapist, massage therapist, or spa — but at home, whenever you need it, for a single one-time investment.
Our product range covers your entire body — massage guns for deep tissue relief, neck and shoulder massagers, knee and joint therapy devices, foot massagers, back support and heating belts, head and scalp massagers, and sleep therapy devices.
Every Relivo product is designed to replace expensive ongoing therapy appointments with one device that works for life.
Are Relivo products safe to use every day?
Yes. All Relivo products are designed for daily use by people of all ages — from active athletes to elderly users aged 80 and above.
Every device comes with multiple intensity settings so you can start gentle and adjust to what feels right for your body. We always recommend starting at the lowest setting on your first use and increasing gradually.
If you have a diagnosed medical condition, are pregnant, have a pacemaker, or are currently receiving medical treatment — please consult your doctor before using any Relivo device. Our products are wellness devices and are not a substitute for professional medical treatment.
Do I need any technical knowledge to use Relivo products?
No. Every Relivo product is designed to be simple enough for anyone to use from Day 1 — including elderly users and people who are not comfortable with technology.
Every device comes with a clear English user guide. Most products operate with one or two buttons. If you ever have difficulty using a product, contact us at help.relivo@gmail.com and our team will walk you through it step by step.
Are your products the same quality as professional therapy equipment?
Relivo products use the same therapeutic technologies that professional physiotherapists and sports recovery clinics use — including percussion therapy, infrared heat therapy, red light therapy, air compression therapy, and pulse stimulation technology.
The difference is we make these technologies available at home at a fraction of the cost of ongoing clinic visits. Our products are consumer wellness devices — they are not certified medical equipment — but they deliver genuine therapeutic benefit that thousands of users experience every day.
Can elderly people use Relivo products safely?
Absolutely. Many of our products are specifically designed with elderly users in mind. Every device has gentle low-intensity settings that are completely safe and comfortable for sensitive muscles and joints.
Products like our knee massagers, joint relief devices, foot massagers, and lumbar support pillow are among the most popular with customers aged 55 and above.
If an elderly person has a specific medical condition — particularly a heart condition, pacemaker, or active skin condition — we recommend checking with their doctor before use.
Where are Relivo products made?
Relivo products are manufactured by specialist wellness device manufacturers and fulfilled through our international fulfillment partners. Every product in our range is tested for quality and safety before being listed on our store.
How do I contact Relivo customer support?
You can reach our customer support team at any time by emailing help.relivo@gmail.com. We aim to respond to every message within 24 hours Monday through Friday. We are committed to resolving every customer query quickly, fairly, and without hassle.
Shipping & Delivery
Which countries do you ship to?
We currently ship to the following countries and regions:
United States, United Kingdom, Australia, Canada, New Zealand, and all European Union member states.
If your country is not on this list, please contact us at help.relivo@gmail.com and we will do our best to help you.
How long does delivery take?
Estimated delivery times by destination are as follows:
United States — 8 to 14 business days
United Kingdom — 8 to 14 business days
Australia — 8 to 16 business days
Canada — 8 to 16 business days
New Zealand — 10 to 18 business days
European Union — 8 to 16 business days
Please note these are estimated timeframes based on average delivery performance. Actual delivery may occasionally be faster or slightly longer depending on your specific location, customs processing time, and carrier conditions at the time of shipment.
Business days are Monday through Friday excluding public holidays.
How much does shipping cost?
Shipping costs are calculated at checkout based on your delivery destination and order contents. The exact shipping cost is displayed clearly before you complete your purchase so there are no surprises.
Will my order be tracked?
Yes. Every single Relivo order includes full international tracking. Once your order is dispatched you will receive a shipping confirmation email containing your tracking number and a direct link to track your package in real time.
Please allow 24 to 48 hours after receiving your tracking number for the tracking information to activate and update in the carrier's system.
If you have not received your tracking information within 5 business days of placing your order please contact us immediately at help.relivo@gmail.com.
Can you deliver to a PO Box address?
No. We are unable to deliver to PO Box addresses. Please provide a complete physical delivery address including your apartment or unit number when placing your order. Orders placed with PO Box addresses may be cancelled or delayed.
Will I have to pay customs duties or import taxes?
Possibly yes — depending on your country's import regulations and the value of your order.
Customs duties, import taxes, and any related fees imposed by your country's customs authority are entirely the responsibility of the customer. Relivo does not collect, cover, or reimburse these charges.
If you are unsure about your country's import duty rules we recommend checking with your local customs authority before placing your order.
What happens if my package is delayed?
Occasional delays can happen due to high shipping volume, customs processing, weather disruptions, or carrier issues. These are outside our control.
If your order has not arrived within 20 business days of your shipping confirmation email for USA, UK, and EU destinations — or within 25 business days for Australia, Canada, and New Zealand — please contact us at help.relivo@gmail.com and we will investigate immediately and resolve the issue for you.
What do I do if my order shows as delivered but I have not received it?
First please check with neighbors, check all entry points of your property, and check with your local post office or delivery depot. Sometimes carriers mark packages as delivered slightly before physical delivery or leave them with neighbors.
If after 3 business days from the marked delivery date you still cannot locate your package — contact us at help.relivo@gmail.com with your order number and we will investigate with the carrier on your behalf.
I ordered multiple products — will they arrive together?
Not necessarily. If you order multiple products in one order they may be shipped separately depending on product availability and fulfillment location. You will receive individual tracking numbers for each shipment. Do not be concerned if one item arrives before another — all items will be delivered.
Payments
What payment methods do you accept?
We accept the following payment methods:
PayPal — the fastest and most secure option for international buyers. Includes PayPal Buyer Protection on every purchase.
Credit and Debit Cards — Visa, Mastercard, American Express, and other major international cards accepted at checkout.
Razorpay — available for additional card, UPI, and wallet payment options.
We do not accept cash payments, bank transfers, or cryptocurrency.
Is it safe to enter my payment details on your website?
Yes. Your payment security is our absolute priority. Our store runs on Shopify — one of the world's most trusted e-commerce platforms — and all transactions are processed through fully encrypted SSL-secured payment gateways.
We never see, store, or have access to your full card details at any point. All payment processing is handled directly by PayPal and Shopify's certified payment processors which comply with the highest international security standards.
You can shop on shoprelivo.com with complete confidence.
What currency will I be charged in?
All prices on shoprelivo.com are displayed in USD (United States Dollars). Your payment provider or bank will automatically convert the charge to your local currency at the prevailing exchange rate at the time of purchase.
Please note that your bank may apply its own foreign currency conversion fee. This is a bank charge and is not controlled or applied by Relivo.
When will my payment be taken from my account?
Payment is taken immediately at the time you complete your order. You will receive an order confirmation email within minutes of your payment being processed successfully.
If you do not receive a confirmation email within 30 minutes of placing your order please check your spam folder. If it is not there please contact us at help.relivo@gmail.com with your name and email address and we will locate your order.
My payment was declined. What should I do?
If your payment is declined please try the following steps:
Check that all card details entered are completely correct including the expiry date and CVV security code. Ensure your billing address matches the address registered with your card or PayPal account. Check with your bank that international online purchases are permitted on your card. Try an alternative payment method such as PayPal.
If you continue to experience payment issues please contact us at help.relivo@gmail.com and we will do everything we can to help you complete your purchase.
Will I receive an invoice for my order?
Yes. A full order confirmation and invoice is sent automatically to your email address immediately after your purchase is completed. This email contains your order number, itemized product list, payment amount, and shipping details.
Please save this email as it serves as your proof of purchase and will be required if you ever need to contact us regarding your order.
Can I change or cancel my order after payment?
We process orders very quickly and fulfillment begins almost immediately after payment confirmation. If you need to cancel or change your order please contact us at help.relivo@gmail.com as soon as possible after placing it.
If your order has not yet been dispatched we will do everything we can to accommodate your request. If your order has already been dispatched it cannot be cancelled or changed and you will need to follow our standard return process once the item is delivered.
Returns & Refunds
What is your return policy?
We offer a 30-Day Money Back Guarantee on all Relivo products. If you are not completely satisfied with your purchase you have 30 days from the date of confirmed delivery to request a return.
To be eligible for a return your item must be in its original condition with all original accessories and packaging included where possible. You must provide your order number as proof of purchase when contacting us.
How do I request a return?
Contact our support team at help.relivo@gmail.com with the following information — your full name, your order number, your reason for return, and if applicable a photo or brief description of any issue with the product.
All returns must be approved by our team via email before any item is sent back to us. Please do not send any item back without first receiving written approval from our team. Items returned without prior authorization will not be accepted and cannot be refunded.
Once your return is approved we will send you the complete return instructions including the return shipping address.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer in all standard return situations.
The only exception is if your item arrived defective, damaged during transit, or you received the wrong product entirely. In these cases Relivo will cover all return shipping costs and will arrange either a free replacement or a full refund — whichever you prefer.
We strongly recommend using a trackable shipping method for all returns. Relivo is not responsible for items lost in return transit that cannot be tracked.
Is there a restocking fee for returns?
Yes. A 15% restocking fee applies to standard returns. This fee covers the payment processing costs, handling costs, and inspection costs that Relivo incurs on every return regardless of the outcome.
The restocking fee does not apply in cases where the item arrived damaged, defective, or incorrect. In those cases you receive a full 100% refund with zero deductions.
My product arrived damaged or defective. What do I do?
Please contact us at help.relivo@gmail.com within 7 days of delivery with the following — your order number, a clear photograph of the damaged or defective item, and a brief description of the issue.
We take product quality extremely seriously. If your item is confirmed as damaged or defective we will immediately arrange either a free replacement sent to you at no cost, or a full 100% refund — your choice, no questions asked.
Please note that damage claims submitted more than 7 days after the confirmed delivery date may not be eligible for a free replacement or refund, so please inspect your order promptly upon arrival.
How long does a refund take to reach my account?
Once we receive and inspect your returned item we will notify you of the outcome within 3 business days.
If your refund is approved it will be processed to your original payment method within 5 to 10 business days. Please note that your bank or payment provider may take additional time beyond this to reflect the credit in your account statement.
If 15 business days have passed since your refund was approved and you have not seen the credit in your account please contact us at help.relivo@gmail.com and we will investigate immediately.
Can I exchange a product instead of getting a refund?
Yes. If you would like a different Relivo product the fastest process is to initiate a return for your original item and place a new separate order for the product you want. This ensures you receive your new item as quickly as possible without waiting for the return to be fully processed first.
Contact us at help.relivo@gmail.com to start this process and we will guide you through each step.
What items cannot be returned?
The following situations are not eligible for returns or refunds:
Items returned more than 30 days after the confirmed delivery date. Items that have been physically damaged through misuse, dropping, improper use, or modification. Items returned without prior written authorization from our team. Items purchased during a clearly stated final sale or clearance promotion.
I am an EU customer. Do I have additional return rights?
Yes. If your order is delivered within the European Union you have the right to cancel or return your order within 14 days of delivery for any reason under EU consumer protection law — without needing to provide any justification.
To exercise this right please contact us at help.relivo@gmail.com within 14 days of receiving your item. The item must be in its original condition with all packaging and accessories. Return shipping costs for EU cooling-off period returns are the responsibility of the customer unless the item is defective or incorrect.
I still have a question that is not answered here. What should I do?
Simply email us at help.relivo@gmail.com and our team will respond within 24 hours Monday through Friday. We are committed to making sure every Relivo customer has a completely clear and confident experience from the moment they visit our store to long after their product arrives.
We are here to help. Always.