FAQs
How to place an order?
Select the appropriate size and color on the product page, add it to your shopping cart, and complete the payment process. The system will automatically send an order confirmation email with the order number for your reference.
Can I modify or cancel my order after placing it?
If you need to change the shipping information or cancel your order, please contact us as soon as possible at norva@idoej.com and provide your order number. Orders cannot be modified or canceled once they have entered the shipping process.
How do I check the shipping status?
You will receive an email containing the tracking number after your order has been shipped. If you do not receive it, please contact our customer service via email with your order number, and we will assist you in checking the status.
How is shipping calculated?
Most areas support free shipping. For remote areas or during special promotions, shipping information will be clearly displayed during checkout.
What are the shipping and delivery times?
Order processing: Packaging and shipping are expected to be completed within 1-3 business days.
Delivery time: Most areas will receive their orders within approximately 7-14 days (delivery times may vary due to weather, holidays, and customs clearance).
The specific time is subject to real-time logistics information.
Will there be customs duties?
Cross-border shipping may incur import taxes or customs duties charged by local customs. These fees are usually borne by the recipient. If there are special circumstances regarding the policies of the destination country, it will be indicated before checkout.
Returns and After-Sales Service
Can I return or exchange an item?
If the product has quality problems or the received product does not match the description, please apply for after-sales service within 25 days of receipt, and keep the product clean, complete, and unused.
Provide your order number and photos of the problem to norva@idoej.com, and we will assist you in processing it.
Who bears the return shipping cost?
For quality issues or incorrect shipments, we will bear the return shipping costs.
For returns due to personal reasons (incorrect size, unsuitable style, etc.), you will usually bear the shipping costs yourself.
If there are promotional terms, the promotional policy will prevail.
When will the refund arrive?
Once the returned item is inspected and confirmed to be in good condition, a refund will be processed as soon as possible, using the original payment method. The actual arrival time may vary slightly depending on the payment channel.
What if the received item is damaged or missing parts?
Please take photos and contact norva@idoej.com within 48 hours of receipt. We will quickly confirm and arrange for a replacement or refund.
About the Product
How to determine if the fit is correct?
The equipment should fit snugly against the body, remain stable, and should not restrict movement or cause discomfort. When trying it on for the first time, perform simple stretches to confirm that the range of motion is natural.
How to care for the equipment after use?
Avoid high-temperature drying and prolonged exposure to moisture;
Surface stains can be gently wiped with a damp cloth;
Internal padding and fiber parts should be gently cleaned according to the product instructions;
Store in a dry and ventilated place, avoiding heavy pressure or deformation of the structure.
How to maintain the anti-fog, moisture-proof, and thermal insulation effects?
Avoid rubbing the surface with rough materials during cleaning;
Keep it dry and ventilated after use;
Professional care products can be used as needed, following the instructions.
Has the equipment passed safety standard tests?
Relevant safety and testing certifications will be indicated on the product details page and packaging. For further confirmation, please feel to contact us.
Is it suitable for training or competition?
Some models are suitable for professional-level training and competition use. Please refer to the product description or consult customer service regarding compatibility with competition rules.
What payment methods are supported?
Currently, we support Visa and Mastercard as payment methods.