FAQs

Shipping & Tracking

Q. Why isn’t my order status updated when I log into my account?
A. Please allow up to 5 business days for tracking details to appear.

Q. Tracking shows my label has been created, but there’s no movement. Why?
A. Shipping updates may take 1-2 business days to reflect location changes. If no updates appear after 2 business days, contact our Resolution Team at service@aurohaya.com for assistance.

Q. My package is marked “Delivered,” but I haven’t received it. What should I do?
A. Check with your building’s doorman, concierge, mailroom, or neighbors, as couriers may leave packages with them. If the package remains missing after 24 hours, email service@aurohaya.com for investigation.

Q. Do you offer same-day delivery?
A. No, we currently do not provide same-day delivery services.

Returns & Exchanges

Q. Can I add/remove products from my order?
A. Contact our team immediately at service@aurohaya.com for order adjustments.

Q. My order is missing items or arrived damaged. What should I do?
A. Retain all original packaging and send photos/video of the parcel (interior and exterior) to service@aurohaya.com. If damage is confirmed, we’ll issue a refund.

Q. Can I place an order over the phone?
A. No, we do not accept phone orders.

Q. I entered the wrong address, and my package is being returned. How can I get it re-shipped?
A. aurohaya is not responsible for incorrect addresses provided during checkout.

Q. My account was hacked, and someone placed an order. What now?
A. Email us immediately at service@aurohaya.com to resolve this issue.

Payments

Q. What payment methods do you accept?
A. For international orders: Visa, Mastercard, American Express, and Apple Pay.

Q. I was charged but didn’t get an Order Confirmation email. Why?
A. If billing/shipping addresses mismatch, the order may fail. A temporary “pre-authorization” charge may appear but will refund within 1-5 business days if no confirmation is sent. Contact your bank for details.

Q. Why was my credit card charged multiple times?
A. Duplicate charges may occur if the checkout page is refreshed during processing. These are usually refunded automatically within 5 business days. If not resolved, email service@aurohaya.com.

Contact Details

General Support: service@aurohaya.com