Frequently Asked Questions
Answers to the most common questions about products, delivery, returns, and payment. If a question is not listed, please contact the team at douvitateam@gmail.com.
🛒 Products
Are the products medical devices?
No. The products offered are wellness accessories designed to relieve tension, support posture, or promote muscle recovery. They are not a substitute for medical advice. In the case of a diagnosed condition, the advice of a healthcare professional remains the first step.
How long until I see results?
Results vary depending on the product and regularity of use. Most users notice immediate relief after a session and lasting effects after 3 to 4 weeks of regular use.
How do I choose the right product for a specific need?
Each product sheet precisely describes the targeted areas, benefits, and method of use. For personalized advice, the team responds to email requests with recommendations adapted to the described situation.
Are the products suitable for pregnant women?
Some products, such as posture correctors or cervical pillows, are not recommended during pregnancy without prior medical advice. Consult a healthcare professional before use.
🚚 Delivery
What are the delivery times?
Delivery time is 7 to 15 business days, regardless of destination. Orders are prepared within 24 to 48 hours after payment is received.
What are the delivery costs?
Delivery is free for purchases of CAD $50 or €50 or more. Below this amount, costs are automatically calculated at the time of order, based on weight and destination.
Which countries does Douvita deliver to?
Douvita currently delivers to Canada (all provinces), metropolitan France, Belgium, Switzerland, and Luxembourg. For any other destination, please contact customer service.
How do I track an order?
A confirmation email containing the tracking number is sent as soon as the package is taken over by the delivery provider. Tracking can be viewed directly on the provider's website.
What if the package is not received within the expected timeframe?
First, check the status with the delivery provider using the tracking number. If no recent update is available, contact the Douvita team with your order number so that an investigation can be opened.
↩️ Returns and refunds
What is the return policy?
For customers in the European Union, a 14-day right of withdrawal applies. For Canadian customers, an extended 30-day "satisfaction or money back" period is offered.
How do I initiate a return?
Send an email to douvitateam@gmail.com specifying the order number and reason. The return address and instructions will be communicated within 48 hours.
Who pays for return shipping?
Return shipping costs are borne by Douvita only in the event of a defective or non-compliant product. In case of a change of mind or size error, the costs remain the responsibility of the customer.
When is the refund issued?
The refund is issued within 14 days of receipt of the returned product, to the payment method used during the order.
Can a used product be returned?
For hygiene reasons, products in direct contact with the skin (worn posture correctors, used cervical pillows, unboxed acupressure mats) cannot be returned once used.
💳 Payment and security
What payment methods are accepted?
Available payment methods are: Visa, Mastercard, American Express, PayPal, Apple Pay, and Shop Pay. All transactions are secured by Shopify Payments, Stripe, or PayPal providers.
Is payment secure?
Yes. Payments are processed by PCI-DSS certified providers, the highest security standard for online transactions. No banking data is stored by Douvita.
Do the displayed prices include taxes?
Prices are displayed in Canadian Dollars (CAD) or Euros (EUR) depending on the customer's region. Applicable taxes are calculated and specified at the time of payment, before final order validation.
For any other questions, the Douvita team remains available at douvitateam@gmail.com.
