A. General FAQs
1. What products does Dinhnova offer?
Dinhnova offers a curated selection of bath and personal care products, including foaming bath sponges, bath soak products, shower caps, and other everyday self-care accessories.
2. Where does Dinhnova ship orders?
We currently ship to customers in the United States and selected European countries.
3. Are your products safe and high quality?
We carefully select products with a focus on quality, practicality, and everyday use. Please review each product description and ingredient information before purchase.
4. Are your products suitable for all skin types?
Individual sensitivities may vary. Please review the ingredient list carefully before use. If irritation occurs, discontinue use.
5. Can I modify my order after placing it?
Orders may only be modified or canceled within 12 hours of placement, provided they have not yet entered processing.
6. Do you offer wholesale or bulk orders?
At this time, our store is focused on retail purchases. For bulk inquiries, please contact our support team.
7. Are Dinhnova products for external use only?
Yes. Our bath and personal care products are intended for external use only.
8. Do you include free gifts?
Occasionally, we may include complimentary items as part of promotions or special offers. Complimentary items are non-returnable.
B. Shipping FAQs
1. Where do you ship?
We currently ship to customers in the United States and selected European countries.
2. How long does shipping take?
Orders are typically processed within 1–3 business days. Estimated delivery time is 5–12 business days for the United States and 7–15 business days for selected European countries. Delivery times are estimates and not guaranteed.
3. How long does processing take?
Orders are usually processed within 1–3 business days after payment is confirmed.
4. Which carriers do you use?
We work with trusted shipping and fulfillment partners to deliver orders. The carrier used may vary depending on the destination and logistics conditions.
5. Are there regions you cannot ship to?
Shipping availability may vary depending on destination and logistics limitations. If we are unable to ship to your location, you will be notified during checkout or after order review.
6. How much is the shipping fee?
Shipping fees are calculated at checkout based on the delivery address and selected shipping method.
7. Will I receive a tracking number?
Yes. When tracking is available, a shipping confirmation email with tracking details will be sent once your order has been dispatched.
8. What if I do not receive my tracking information?
If you have not received a shipping confirmation within a reasonable processing period, please contact us at Support@dinhnova.com.
9. What should I do if my order shows “Delivered” but I did not receive it?
Please contact us within 7 days of the marked delivery date for assistance. We will review the case and work with the carrier when necessary.
10. Can I cancel my order after it has shipped?
No. Once an order has been shipped, it can no longer be canceled.
11. Why might delivery be delayed?
Delays may occur due to weather conditions, customs clearance, carrier disruptions, or high shipping volume periods.
12. How should I store meltable or fragile bath products?
Please store meltable or fragile items in a cool, dry place away from direct sunlight and heat.
C. Payment FAQs
1. What payment methods do you accept?
We accept major credit and debit cards, PayPal, and Other payment methods supported by Stripe at checkout, depending on your location.
2. Is my payment secure?
Yes. Transactions are processed securely using industry-standard security measures.
3. When will I be charged?
You are charged at the time you complete your purchase at checkout.
4. Do you store my card information?
We do not store or have direct access to your full credit card details. Payments are processed securely through authorized payment providers.
5. Why was my payment declined?
This may happen due to bank restrictions, insufficient funds, incorrect billing information, or other payment provider security checks.
6. Can I change my payment method after ordering?
No. Once an order has been placed, the payment method cannot be changed.
7. Do you offer installment payments?
Installment options may be available depending on your location and the payment methods supported at checkout.
8. Can I get an invoice or receipt?
Yes. An order confirmation will be sent to your email after purchase.
9. What currency are payments processed in?
Payments are processed in the currency displayed at checkout.
D. Return & Refund FAQs
1. What is your return period?
We accept return requests within 14 days of delivery for eligible items.
2. What conditions must a product meet to be returnable?
To be eligible for return, items must be unused, unopened, and in their original condition and packaging.
3. Which items cannot be returned?
We do not accept returns for used or opened products, opened personal care items, or final sale and clearance items.
4. How do I request a return?
Please contact us at Support@dinhnova.com before returning any item. Include your order number and details of your request.
5. Who pays for return shipping?
Return shipping responsibility may vary depending on the reason for the return. If the item is damaged, defective, or incorrect, we will review the case and provide an appropriate resolution.
6. Do you offer replacements?
Available resolutions may vary depending on the situation. We will review each case individually.
7. When will I receive my refund?
Approved refunds are issued to the original payment method after returned items are received and inspected. Processing times may vary depending on your payment provider.
8. What if my package is lost or delayed?
Please contact us if your order is significantly delayed or if there is a delivery issue. We will review the case and work with the carrier when necessary.
9. Do I need to provide proof of purchase for a return?
Yes. Please provide your order number or order confirmation so we can verify your purchase.
10. Can I return only part of my order?
Yes, partial returns may be accepted as long as the returned items meet the return conditions.
11. Will my original shipping fee be refunded?
Shipping fees are generally non-refundable unless the issue is due to a damaged, defective, or incorrect item.
12. What happens if I send a return without contacting customer service first?
Returns sent without prior approval may not be accepted or may be delayed in processing.
13. How should I prepare the package when returning an item?
Please ensure the item is securely packaged and returned in its original condition and packaging.
E. Privacy & Security FAQs
1. How do you use my personal information?
We use personal information to process orders, provide customer support, improve our services, and comply with legal obligations.
2. Is my data secure?
We use reasonable administrative, technical, and security measures to help protect your information. However, no method of transmission or storage is completely secure.
3. Can I request access to or deletion of my data?
Yes. Depending on applicable laws, you may request access to, correction of, or deletion of your personal information.
4. Do you comply with privacy regulations?
We handle personal information in accordance with applicable privacy and data protection laws.
5. How long do you keep my personal information?
Retention periods may vary depending on legal requirements and business needs.
6. How can I update my communication preferences?
You may unsubscribe from marketing communications at any time, while still receiving essential order-related updates.
F. Contact & Support FAQs
1. How can I contact Dinhnova?
You can contact us by email at support@dinhnova.com or through the Contact Us page on our website.
2. What are your support hours?
Our support hours are Monday–Friday, 9:00 AM – 6:00 PM (EST).
3. How long does it take to receive a response?
We aim to respond within 24–48 business hours.
4. Do you offer assistance with order issues?
Yes. We can assist with order-related questions, including shipping concerns, damaged items, or incorrect orders.
5. Can I request help with ingredient or product questions?
Yes. We are happy to assist with product-related questions.
6. I have not received a reply. What should I do?
Please check your spam or junk folder first. If needed, feel free to send a follow-up email.
7. Can I request deletion of my personal data?
Yes. You may contact us to request deletion of your personal data, subject to applicable laws.
8. How do I track my order?
If tracking is available, you can use the tracking details provided in your shipping confirmation email.
9. What if my address is incorrect?
Please contact us within 12 hours of placing your order. We will do our best to update it before the order enters processing.
If you have any other questions, please feel free to contact our support team at support@dinhnova.com. We’re always happy to help.
