FAQs
Find quick answers about our products, orders, shipping, returns, and customer support.
If you need help with an existing order, contact us at support@poozada.com and include your order number.
1. Products
How do I choose the right product or size?
Please review the product description, specifications, dimensions, compatibility information, and size guide before ordering.
For wearable or body-contact products, we recommend using the measurements provided on the product page rather than relying only on your usual size.
Are product photos and specifications exact?
We work to present our products as accurately as possible.
Minor differences in color, finish, dimensions, packaging, or appearance may occur due to screen settings, photography, product updates, or normal manufacturing variation.
Are your products medical devices?
Unless specifically stated on the product page, our fitness, mobility, recovery, sleep, support, and sport-tech products are intended for general fitness or wellness use and should not be treated as medical devices.
They are not intended to diagnose, treat, cure, or prevent medical conditions.
What should I do if a product causes pain or discomfort?
Stop using the product.
If you experience sharp pain, numbness, swelling, tingling, loss of sensation, or worsening symptoms, seek advice from an appropriate healthcare professional before continuing use.
2. Shipping
Where do you ship from?
Depending on the product and stock availability, orders may ship from a US warehouse or an international fulfillment center.
How long does delivery take?
Orders are normally processed within 1–3 business days.
Estimated delivery after processing is:
US Warehouse: 5–10 business days
International Warehouse: 10–20 business days
Delivery times are estimates and may vary due to carriers, customs, holidays, regional conditions, or other factors outside our control.
For complete information, please see our Shipping Policy.
How much does shipping cost?
Standard shipping is currently $5.99 per order, or the local currency equivalent.
Free shipping may occasionally apply to selected products or promotions. The final shipping cost is shown at checkout before payment.
How do I track my order?
We will email you a tracking number once your order ships.
Please allow 2–5 business days after dispatch for tracking information to update, particularly for international shipments.
What if my package is delayed or lost?
Check your tracking information first.
If your package is significantly delayed or appears to be lost, contact us at support@poozada.com with your order number and we will work with the carrier to investigate.
What if I entered the wrong shipping address?
Contact us as soon as possible.
Customers are responsible for providing accurate shipping information at checkout, and we cannot guarantee delivery or address changes once an order has entered fulfillment.
3. Cancellations, Returns & Refunds
Can I cancel my order?
Yes. You may request cancellation within 24 hours of placing your order.
After that period, your order may already have entered processing or fulfillment and may no longer be eligible for cancellation.
When can I request a return or refund?
Under our current Refund Policy, eligible requests include situations where:
- the product arrives damaged or faulty;
- you receive an item different from what you ordered; or
- the incorrect size was delivered.
Requests must be submitted within 30 days of delivery. Please include your order number and clear photos showing the issue.
For full eligibility requirements, please review our Refund Policy.
What condition must a returned item be in?
Eligible returned products must be unused, in their original condition, and include the original packaging.
Please contact us before returning an item so we can review your request and provide the appropriate next steps.
What happens after my return is received?
Once the returned item is received and inspected, we will email you with the result of the review.
If approved, the refund will be issued to your original payment method. The time required for the funds to appear depends on your bank or payment provider.
4. Customer Support
How can I contact you?
For order or product support, contact us at:
Email: support@poozada.com
Phone: +1 307-415-2365
Business Hours: Monday–Friday, 8:30 AM–5:30 PM (UTC-8)
For an existing order, please include your order number so we can assist you faster.
5. Need More Information?
For detailed terms and policies, please visit:
About Us
poozada.com/pages/about-us
Shipping Policy
poozada.com/pages/shipping-policy
Refund Policy
poozada.com/pages/refund-policy
Privacy Policy
poozada.com/pages/privacy-policy
For anything else, contact support@poozada.com.
