Frequently Asked Questions
ORDERING
How do I place an order?
Browse our collections, choose the product you love, select any available options, and add it to your cart. When you're ready, proceed to checkout and complete your payment securely through Shopify.
Can I change or cancel my order after placing it?
If your order has not entered processing, we may be able to help. Please contact us as soon as possible with your order number. Once an order has been processed, customized, packed, or shipped, changes or cancellations may no longer be possible.
How can I check my order status?
Once your order is confirmed, you can use the order information provided by email to track its status. If tracking is available, you will receive tracking details after shipment.
DIY PRODUCTS
Are MAVYNO DIY products suitable for beginners?
Many of our DIY kits and creative products are designed to be beginner-friendly. Product pages may include information about what is included, recommended uses, and basic instructions where applicable.
What is included in a DIY kit?
Contents vary by product. Please check the product images and description for the exact materials, tools, accessories, and components included in the selected item.
Do I need additional tools or materials?
Some kits include everything needed to get started, while others may require common household or craft tools. Any additional requirements will be noted on the product page when applicable.
Are colors and components exactly the same as shown in the photos?
We aim to represent our products as accurately as possible. Slight differences in color, finish, positioning, or small components may occur due to lighting, screen settings, production batches, or handmade details.
FUSE BEADS
What are fuse beads?
Fuse beads are small craft beads arranged on a pegboard to create designs. Depending on the project, the finished design can be fused using heat with appropriate adult supervision and following the product instructions.
Are fuse bead products suitable for children?
Some fuse bead products contain small parts and may not be suitable for young children. Always review the product information and supervise children when using small components, tools, or heat.
Do fuse bead kits include patterns?
This depends on the individual product. Some kits may include patterns or design references, while others are intended for free-form creativity. Please refer to the product listing for details.
PHONE CASES & PERSONALIZATION
Are your phone cases customizable?
Selected phone cases may support customization, DIY decoration, or different design options. Available choices will be shown directly on the product page.
How do I choose the correct phone model?
Please select your exact device model before checkout. We recommend checking your phone model in your device settings if you are unsure. Cases made for one model may not fit another.
Can I request a custom design?
Custom options depend on the product. If personalization is available, the product page will show the available options or instructions. For special requests, contact us before ordering.
Can personalized items be returned?
Because personalized or made-to-order products are created specifically for you, they may have different return conditions from standard products. Please review our Returns & Refunds Policy before ordering.
SHIPPING & DELIVERY
Where does MAVYNO ship?
Available shipping destinations are shown at checkout. We are initially focused on serving customers in the United States, with additional destinations available where supported.
How long does shipping take?
Processing and delivery times vary by product and destination. Estimated shipping options and timing will be shown at checkout where available.
How will I know when my order ships?
When tracking is available, you will receive shipment confirmation and tracking information after your order has been dispatched.
What should I do if my package is delayed?
Carrier delays can occasionally occur. If your tracking has not updated for an extended period or your package appears significantly delayed, please contact us with your order number.
What if my package is marked delivered but I can't find it?
Please first check around your delivery location, household members, neighbors, and any safe delivery areas. If you still cannot locate the package, contact the carrier and then contact MAVYNO so we can review the situation with you.
RETURNS & REFUNDS
What is your return policy?
Return eligibility depends on the product and condition of the item. Please review our Returns & Refunds Policy for full information before requesting a return.
What if my item arrives damaged or incorrect?
Please contact us as soon as possible after delivery and include your order number plus clear photos of the item and packaging. We will review the issue and help determine the appropriate next step.
Can used DIY materials be returned?
Products that have been used, assembled, opened beyond what is reasonably necessary for inspection, or have missing components may not qualify for return. Please refer to our Returns & Refunds Policy for details.
TIKTOK LIVE & LIVE PAY
What is MAVYNO LIVE PAY?
LIVE PAY is a payment process for customers who have already confirmed an order with our host during a MAVYNO TikTok LIVE session.
Can I use LIVE PAY if I did not order during the livestream?
No. LIVE PAY is intended only for confirmed live orders. Please do not use the LIVE PAY process unless our live host has confirmed your order and payment amount.
How does LIVE PAY work?
During the livestream, our host confirms your selected products and final total. You will then receive or be directed to a secure Shopify checkout/payment link to complete your order.
Why is my LIVE PAY amount different from another customer's?
Each live order may contain different products, quantities, customization options, or accessories, so the final payment amount can vary from customer to customer.
What should I check before paying?
Please confirm that your order details and final amount match the information provided by our live host. Also make sure your contact and shipping details are correct before completing checkout.
Is payment secure?
Payments are completed through Shopify checkout and the payment methods available on the checkout page. MAVYNO does not ask customers to provide payment card details through chat or social media messages.
CONTACT
How can I contact MAVYNO?
You can contact us through the Contact Us page on our website. Please include your order number when asking about an existing order so we can assist you more efficiently.
When will I receive a reply?
We aim to respond as soon as possible during normal business days. Response times may be longer during launches, holidays, or high-volume periods.