FAQ
ORDERS & SHIPPING
Where is my order?
After placing an order, you will receive:
• An order confirmation email
• A shipping confirmation email with tracking once it ships
If you have received a shipping confirmation, your order has shipped and the tracking link will provide the most current status.
If you have not yet received a shipping email, your order is still being processed.
How long does it take to process an order?
Orders typically ship within 1–2 business days.
During launches, sales, or holidays, processing may take up to 5 business days before shipment.
Processing time occurs before the carrier receives the package.
Can I cancel or change my order?
Orders begin processing shortly after placement.
If you need to make a change, contact support as soon as possible.
Changes can only be made before the order enters fulfillment.
Once processing or shipment begins, the order can no longer be modified or cancelled.
Our Support Email: Support@ekkovsn.com
I entered the wrong address or email
Contact support so we can review the order.
If the order has not shipped, the information can be updated.
If the order has already shipped, the shipping details can no longer be changed.
Our Support Email: Support@ekkovsn.com
My tracking hasn’t updated or hasn’t moved
racking updates are controlled by the shipping carrier.
It may take 24–48 hours for tracking to appear after shipment, and carriers may delay initial scans while the package is already in transit.
It is normal for tracking to show limited updates until the package reaches a distribution center.
If tracking shows no movement for several business days, contact support and we will review the shipment.
Our Support Email: Support@ekkovsn.com
Why is my order delayed?
Once a package has shipped, delivery time is managed by the carrier.
Transit delays may occur due to high shipping volume, weather, or transportation disruptions. Delivery estimates are not guaranteed.
INTERNATIONAL SHIPPING
Do you ship internationally?
Yes, we ship to select countries.
Product availability and shipping eligibility vary by location.
To confirm availability in your country, add items to your cart and proceed to checkout. If your address is not eligible, the system will notify you before payment.
We are actively working to expand shipping to additional countries.
Why is international shipping expensive?
International shipping costs include carrier rates, customs handling, duties, and import taxes.
All applicable fees are calculated and paid at checkout.
You will not be required to pay additional customs or import charges upon delivery.
Shipping rates are determined by the carrier and destination country and are outside of our control.
Will I have to pay customs fees on delivery?
No. Duties and import fees (if applicable) are collected at checkout.
You should not be charged additional customs fees upon delivery.
Can I return an international order?
All international orders are final sale.
Due to shipping costs, customs fees, and international logistics, we do not accept international returns, exchanges, or cancellations once the order has shipped.
If your order arrives damaged or incorrect, contact support within 24 hours of delivery and include:
• photo of the product
• photo of packaging
• photo of shipping label
We will review the issue and determine the appropriate resolution.
RETURNS, REFUNDS & EXCHANGES
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
Do you ship overseas?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.
EKKOVISION PARTNERSHIPS
What is the difference between an Affiliate and an Athlete?
Affiliate
Affiliates are independent promoters who earn commission by sharing a personal discount code.
Anyone can apply to become an affiliate. Once approved, you receive your own code and begin earning commission from the sales you generate.
Affiliates are not sponsored athletes.
Athlete
Athletes are performance-based partners selected from top-performing affiliates.
Athletes work more closely with the brand and represent Ekkovision at a higher level.
Athlete status is not something you apply for it is earned through consistent sales performance.
How does the Affiliate Program work?
We operate two separate affiliate systems:
• Website Affiliate Program
• TikTok Shop Affiliate Program
These are independent systems, but sales from both contribute toward overall performance to become an athelete.
As an affiliate, you promote products using your code and earn commission on qualifying sales.
How do I become an Athlete?
To be considered for athlete status, you must consistently generate approximately:
$7,500+ per month in total sales
This includes combined sales from:
• Website
• TikTok Shop
Meeting this level demonstrates consistent performance and community impact.
We actively review affiliate performance and reach out when someone meets the standard.
What do you look for when selecting Athletes?
We do not select partners based on follower count, physique, or viral views.
We look for affiliates who:
• Consistently generate sales
• Actively use and enjoy the products
• Are involved in the community
• Promote authentically and long-term
Performance and consistency matter more than audience size.
Get in touch
Have questions about your order, or a general enquiry?
