FAQ - Frequently Asked Questions
Orders & Shipping
How long does it take to process my order?
Most orders are processed within 1–3 business days. Processing may take a little longer during promotions, holidays, product launches, address verification, or periods of high demand.
How long does shipping take?
Standard U.S. delivery is generally estimated at 5–10 business days after processing. Delivery times are estimates and may be affected by weather, carrier disruptions, holidays, customs, or other circumstances outside our control.
Do you offer free shipping?
Yes. Standard shipping is free on orders over $75 after discounts and before taxes or optional services, unless a different offer is displayed for your location. Available shipping options and charges are shown at checkout.
How can I track my order?
Once tracking becomes available, you’ll receive a shipping confirmation email. You can also use our Track Your Order page. Tracking may take several business days to update after a shipping label is created.
Can I change or cancel my order?
Contact us at support@stivana.com as soon as possible. We’ll do our best to help, but changes and cancellations cannot be guaranteed once processing begins. Orders that have shipped cannot be cancelled and must follow our return process.
Can I change my shipping address?
Contact us immediately if your address needs to be corrected. Address changes cannot be guaranteed after processing begins and cannot be made after shipment. Please check all address details carefully before ordering.
Will all the items in my order arrive together?
Not always. Items from the same order may ship separately. If that happens, you may receive more than one tracking number, but you will not be charged additional shipping unless you request a separate service.
What should I do if my package is delayed or missing?
Check the delivery area and ask household members or neighbors first. If tracking has not updated for an unusual period or a delivered package cannot be found, contact support@stivana.com with your order number so we can review the situation.
Returns & Refunds
What is the 90-day money-back guarantee?
You may try an eligible Stivana physical product for up to 90 days after delivery. If you’re not satisfied, contact us before the end of the 90th day to request a return authorization.
How do I start a return?
Email support@stivana.com with your order number, the email address used for your purchase, and the reason for the return. Wait for our authorization and return address before shipping anything back.
What condition must my return be in?
The product may be reasonably tried, but it must be returned clean, complete, and free from damage caused by misuse, accidents, modifications, improper care, or use contrary to the instructions. Include every component supplied with it.
How long do I have to send my authorized return?
Unless our support team provides a different deadline, your approved return must be shipped within 14 days after you receive authorization.
Do I have to pay for return shipping?
Unless applicable law requires otherwise, customers are responsible for arranging and paying for return shipping. We recommend using a tracked service and keeping the tracking information until the return is complete.
When will I receive my refund?
After your return is received and inspected, we’ll notify you whether it was approved. Approved refunds are normally issued to the original payment method within 10 business days. Your bank or card provider may need additional time to post the funds.
What if my order arrives damaged, defective, or incomplete?
Contact support@stivana.com as soon as reasonably possible. Include your order number, a description of the issue, and clear photos or video if requested. We may troubleshoot the issue, send a missing component, replace the product, or provide another appropriate remedy.
Can I exchange my product?
We do not offer routine exchanges. The simplest option is to return an eligible product and place a new order for the item you want.
Product Use & Troubleshooting
What is the difference between the Neck and Back Massagers?
The Neck Massager is contoured to support the cervical area, while the Back Massager is designed for the lumbar and back area. Both offer adjustable air-powered traction, regulated heat, and low-frequency vibration.
How do I use my Stivana massager?
Lie back on a stable, comfortable surface and position the massager beneath the intended neck or back area. Choose heat, vibration, traction, or a combination of modes. Begin gently and adjust the settings based on what feels comfortable.
How long should each session last?
We recommend a simple 15-minute routine. Start with a comfortable setting and allow your body time to relax. Do not force the stretch or continue beyond what feels right.
Can I control heat, vibration, and traction separately?
Yes. Each therapy mode can be controlled independently, allowing you to use one feature at a time or combine them to suit your comfort.
How hot does the heat setting get?
The regulated heat reaches up to approximately 112°F. Stop using the heat function if it feels uncomfortable or causes irritation.
How should the traction setting feel?
Traction should create a gentle, comfortable stretch—not pain. Begin at the lowest setting and increase gradually. Never force the stretch or push beyond what feels right for your body.
My massager isn’t turning on. What should I check?
Make sure the device is charged or connected according to the included instructions and confirm that all connections are secure. If it still does not respond, contact support@stivana.com with your order number and a description or video of the issue.
One of the therapy modes isn’t working. What should I do?
Turn the device off, check its charge and connections, and restart it. Test each mode separately to identify the affected feature. If the problem continues, contact our support team and include a short video if possible.
Is Stivana a substitute for medical care?
No. Stivana products are intended for general comfort and relaxation and are not a substitute for diagnosis or medical treatment. If you have an injury, medical condition, implanted medical device, are pregnant, or are unsure whether the product is appropriate for you, consult a qualified healthcare professional before use.