FAQ

Cancellation

CAN I CANCEL MY ORDER?

You may cancel your order within 3 hours of placing it or before it is confirmed by us, the seller - whichever comes first. If 3 hours have passed from when you placed the order and/or the seller has confirmed the order, then the order cannot be canceled. If neither have occurred, simply tap the Cancel button on the Orders screen. Please note: There are no cancellations on offers.

Exchange/Replace, Returns

DO YOU ACCEPT RETURNS?

We want you to be happy with your purchase and stay healthy with AVA Doctor devices, which is why we accept returns (if any) on devices that are in the same condition as when shipped. For more information, please view our Returns Policy here.

WHAT CAN I RETURN?

You may return most new, unopened items sold and fulfilled by AVA Doctor Store within 3 days of delivery for a full refund.

DOES AVA Doctor STORE OFFER REPLACEMENTS AND EXCHANGES?

Yes, you can create replacement and exchange orders by sending email to return@avadoctor.com and follow the instructions that you will receive. If you received a damaged or defective item, we’ll ship you a replacement of the exact item. If you would like to exchange an item for another, you can exchange for a different size or color or for an item in your Cart.

 If you need to trade your item for a different size or color, you can exchange qualifying items. If the item you wish to return doesn't have an exchange option or you received the item as a gift, you'll need to return the original item and place a new order.

Refund

WHEN WILL I GET MY REFUND?

Usually in about 2-3 weeks. Most returns are fully refunded in 3-5 days after we receive and process your return.

Shipping

HOW MUCH DOES SHIPPING COST?

The cost of local shipping is $10 (AED 36) to all Emirates. For international shipping, it is between $20 to $40 to other international countries. Customers may incur additional charges for devices packs and heavy items. Since all devices come to us for verification first, orders will typically arrive within 7-9 business days for domestic customers. International delivery times vary and international customers are responsible for any additional taxes once shipped.

WHEN WILL I RECEIVE MY ORDER?

Since all devices come to us from the factory for quality check first, it typically takes 7-9 business days for orders to get to our domestic customers. It takes 3-4 days to get to us, 1-2 days to authenticate and 3-4 days to ship to you. International delivery times vary due to customs. As soon as your devices are qualified, we'll ship them out to you and send you a link to track your package.

I  PLACED AN ORDER, BUT DIDN’T RECEIVE A CONFIRMATION EMAIL.

You can email us at help@avadoctor.com for the assistance.

 I NEVER RECEIVED MY ORDER. WHAT DO I DO?

If you’re using our store, check the email using tracking number to see where it currently is. If it was delivered and you still have not received your order please contact us at help@avadoctor.com.

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