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GENERAL QUESTIONS

SHIPPING & PAYMENT INFORMATION

When will my order ship?

After your payment is verified, it takes up to 24 hours to process and ship your order. This does not include weekends or holidays. Purchases made after 11 am PST will not be shipped out until the next business day. If you order after 11 am PST on a Friday, your order will likely be shipped out on the following Monday.

 

Will I have to pay international taxes & duties?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

 

MVMT cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

SHIPPING RATES & DELIVERY

Service:

Cost:

Delivery Time:

ORDER INFORMATION & CONCERNS

I need to change something on my order. How can I do that?

If you need to change or cancel your order, please contact us immediately. Once our warehouse has processed your order, we will be unable to make any changes.

 
 

My order status says "Unfulfilled". What does that mean?

"Unfulfilled" just means that we successfully received your order! Once your order is shipped, you'll receive a tracking number and your order status will change to "Fulfilled."

 

Why was my order canceled?

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at www.Paypal.com

The Item I ordered was not Received

Please contact us via email at contact@stay-sterile.com.

Lost proof from courier service companies must be presented for warranty arrangements.

WARRANTY

Warranty

Stay-Sterile 1-Year Limited Warranty Applicable.

We offer 1-year limited warranty on Stay-Sterile -branded product purchased against defects in electronics or material for a period of 1 year from the date of purchase. Purchase must have been made from Stay-Sterile . An original copy of a sales receipt/order confirmation is required for warranty.

In case of any dispute, the decision of Stay-Sterile shall be final and binding and Stay-Sterile reserves all the rights hereby.

Limitations of our Warranty

This warranty does not apply:

(a) to damage, defects or malfunction caused by any use with non-Stay-Sterile products;

(b) to damage, defects or malfunction caused by accident, abuse, misuse, mishandling, flood, fire, earthquake or other external causes;

(c) to damage, defects or malfunction caused by operating the product

(i) outside the permitted or intended uses described by Stay-Sterile ;

(ii) not in accordance with instructions provided by Stay-Sterile , or

(iii) with improper voltage or power supply;

(d) to damage, defects or malfunction caused by service (including upgrades and expansions) performed by anyone other than Stay-Sterile representatives;

(e) to a product or part that has been modified to significantly alter functionality or capability;

OR: to a product or part that has been serviced, altered or modified by anyone who is not authorized by Stay-Sterile ;

(f) to consumable parts, unless expressly specified and product damage has occurred due to a defect in materials or workmanship.

(g) to cosmetic damage, normal wear and tear or aging of the product, such as scratches, discoloration, nicks and dents.

This warranty does not cover transportation damage; theft; neglect; vandalism; or environmental conditions; loss of use or any other conditions whatsoever that are beyond the control of Stay-Sterile .

The warranty does not extend to the purchase of opened, used, repaired, repackaged and/or resealed products, including but not limited to sale of such products on Internet auction sites and/or sales of such products by surplus or bulk resellers

 
 

RETURNS AND EXCHANGES

What is your return policy?

Receive a damaged item? Please reach out to our Customer Support team at contact@stay-sterile.com and they will help resolve the issue. See more warranty information on our FAQ page.

 

Receive a damaged item?

Receive a damaged item? Please reach out to our Customer Support team at contact@stay-sterile.com and they will help resolve the issue. See more warranty information on our FAQ page.

 

Returning Faulty Items

Should your item develop a fault within the warranty period, the affected item needs to be returned to us. Customer shall be responsible for any transportation cost. Please contact us via contact@Stay-Sterile .com with your order number. Our team will be glad to assist you. We cannot be liable for items lost in transit. Items returned to us without prior notice will not be accepted.

How long does it take to process my return?

Once you notify us that you would like a return, we will email you a pre-paid return label within 24 hours.

Once your return has been received by the warehouse and it complies with our returns policy, we will refund you by your original payment method. Please be aware that payments can take up to 7 working days to process depending on your bank or payment provider. Returned items will be refunded excluding the original cost of shipping.

After we have issued the refund, it will take up to 3 business days for the funds to be placed back on your credit card or Paypal account.

UV Light

How does the UV Sanitizer work?

The UV Sanitizer emits UV-C light to kill germs on objects placed inside the compartment within a short period of time, without additional use of any liquid / chemicals.

What is UV-C light?

UV-C light is a short-wavelength ultraviolet light that destroys nucleic acids in microorganisms and disrupts their DNA, leaving them unable to perform vital cellular functions. Most bacteria, viruses and mold exposed to UV-C light will be killed/inactivated, and UV-C may even neutralize “superbugs” that are antibiotics-resistant.

How many germs are on your phone?

If you use your phone daily, it probably collects 7 times more germs than a public restroom!

Can the UV Sanitizer clean things apart from a smartphone?

Yes, many personal items, such as your keys and small accessories, can be used with the UV Sanitizer as long as they fit into the compartment.

If you suspect that the item may be sensitive to UV-C light, please consult the corresponding manufacturer beforehand.

Is the UV Sanitizer safe to use?

The light source of UV Sanitizer adopts UV-C LED, and it is safer than other similar products in the market that use UV-C light bulb (that may contain mercury).

Users must still follow the safety instructions of the product at all times.

Can UV Sanitizer kill COVID-19?

There is no scientific research confirming whether UV-C light can kill COVID-19 virus at this moment although there are publications by major health organizations regarding the use of uv sterilizer to kill the virus . However, the UV Sanitizer works on 99.9% common household germs.

How long does it take to clean my products?

The cleaning process is

Can I bring the UV Sanitizer on a plane?

Yes, but please note that you will need a separate power source to turn on the UV Sanitizer.

Is the UV Sanitizer water-proof?

The UV Sanitizer is neither water-resistant nor water-proof.

STILL HAVE ANY QUESTIONS?

 

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