FAQ
Orders & Payments
What payment methods do you accept?
Visa, MasterCard, American Express, Discover, debit cards with Visa/MasterCard, Shop Pay, Apple Pay, and Google Pay.
Is checkout secure?
Yes. Our site uses HTTPS and SSL/TLS. Payments are processed by PCI-compliant providers (e.g., Shopify Payments, PayPal).
My payment was declined. What should I do?
Confirm card details/funds, then try another card or method. Our fraud screening may block risky attempts. Still stuck? Email support@tryionex.com.
Can I change or cancel my order?
Email support@tryionex.com within 12 hours of purchase or before the order ships (whichever is first). After packing/shipment we can’t alter or cancel the order.
I see a pricing error on the site or my order.
We may correct pricing/shipping-rate errors and cancel orders placed under an error. We’ll notify you and offer a full refund or the corrected price.
Shipping & Delivery
Do you ship internationally?
Yes, 160+ countries. If we can’t ship to your address (sanctions/limitations), we’ll cancel and refund.
How long will delivery take?
Handling: 1–3 business days (up to 6 in peak).
Typical transit (business days):
USA 4–8 | Canada/Australia 4–12 | New Zealand 2–5
UK/Switzerland/Germany 3–8 | Singapore/UAE 4–8
Other Europe 5–15 | Other countries 5–25
Times are estimates and exclude customs or events beyond our control. See Shipping Policy.
What about customs, duties, or taxes?
These may apply to international orders and are paid by the recipient. They’re non-refundable. Customs inspections can delay delivery.
When will I get tracking?
We email a tracking number when we ship.
If you haven’t received tracking within 7 business days of purchase, email support@tryionex.com.
My order says “Unfulfilled.” What does that mean?
We’ve received your order and it’s being prepared. It will change to “Fulfilled” once shipped (you’ll get tracking by email).
My package is marked “Delivered” but I don’t have it.
Check around the delivery point/neighbors/building office; verify the address; email us within 5 business days of the delivery scan.
We’ll open a carrier investigation and may request a non-receipt affidavit (and, where applicable, a police report).
We’re not automatically liable for theft after carrier delivery, but we’ll assist.
My tracking hasn’t moved / I think it’s lost.
US: contact us after 10 business days without movement.
International: 14 business days.
If the carrier declares it lost, we’ll reship or refund per the Refund Policy.
The package arrived damaged.
Email support@tryionex.com within 7 days with photos/video. We’ll arrange a replacement or refund under the Refund Policy.
Returns, Refunds & Exchanges
What is your return window?
30 days from delivery for most items.
Defective/incorrect/damaged items must be reported within 7 days.
Who pays return shipping?
Customers are responsible for return shipping and related fees. Initial shipping charges are non-refundable.
How do I start a return?
Email support@tryionex.com with your order number and reason.
We’ll send instructions and a return address.
Use a trackable method and share the tracking number.
How long do refunds take?
After we receive and inspect your return, refunds are processed to your original payment method within 10–15 business days.
Your bank/card may take additional time to post it.
Do you offer a money-back guarantee?
Yes—30-day money-back on eligible products returned unused in original packaging (shipping non-refundable).
See Refund Policy.
Hygienic products—can I return them?
For health/safety reasons, certain items are non-returnable once opened or used (e.g., skincare, foot detox pads/patches, personal-contact wellness items, any product page marked “non-returnable for hygiene reasons”).
If such an item arrives defective/damaged, report within 7 days for a replacement/refund evaluation.
See Refund Policy for details.
Exchanges?
We replace items only if defective or damaged.
Email support@tryionex.com to arrange.
Undeliverable/refused/unclaimed packages?
If returned to us, we can reship (fee may apply) or refund minus non-recoverable shipping/handling.
If a parcel isn’t returned, refunds may not be available unless the error was ours.
Subscriptions
How do subscriptions work?
Each successful subscription payment creates one order for that cycle.
Orders ship under the same rules as standard orders (see Shipping Policy).
How do I cancel?
Via your account or email support@tryionex.com.
Cancel at least 48 hours before the next billing date.
Cancellation takes effect at the end of the current cycle.
Are subscription orders refundable?
Defective/incorrect/damaged:
Report within 7 days.
General dissatisfaction:
Refundable within 30 days if unopened/unused in original packaging (shipping non-refundable).
See Refund Policy and Section 6A – Subscriptions in the Terms of Service.
Can subscription prices change?
Yes. We’ll provide at least 10 days’ notice before your next cycle.
Continuing to use the service after the effective date will be considered acceptance.
Products & Warranty
Do you offer a warranty?
We offer an optional warranty add-on for defects in materials/workmanship under normal use.
Proof via photos/video required.
Our liability is limited to repair or replacement.
See Terms of Service – Warranty.
Account, Privacy & Communications
How do you use my data?
See our Privacy Policy for details.
How do I opt out of marketing?
Emails: click Unsubscribe.
SMS: reply STOP.
Transactional messages will still be sent.
Do you sell my data?
We don’t sell personal information for money.
You can opt out by emailing:
support@tryionex.com
Subject:
Do Not Sell/Share Opt-Out
Children’s data?
We don’t knowingly collect data from children under 13.
Need help?
For shipping specifics, see Shipping Policy.
For returns, see Refund Policy.
For subscriptions, see Terms of Service.
For data rights, see Privacy Policy.