My order hasn't arrived yet

Check your tracking:

1. Find the tracking number in your shipping confirmation email
2. Visit the carrier's website (USPS, UPS, FedEx) to track your package
3. Standard shipping takes 3-7 business days after processing (1-2 days)

Still waiting? Contact us at support@getmovility.com with your order number and we'll investigate.

I need to change or cancel my order

Act quickly:

• Orders typically process within 1-2 business days
• Contact us immediately at +1 (203) 204-3895 or support@getmovility.com
• Include your order number and requested changes

We'll do our best to accommodate changes before your order ships.

My package was marked delivered but I didn't receive it

Check these first:

• Look around your delivery area (porch, mailbox, side door)
• Ask neighbors or household members
• Check with your building manager (if applicable)
• Wait 24 hours (sometimes carriers mark delivered early)

Still missing? Contact us at support@getmovility.com and we'll file a claim with the carrier.

How do I return a product?

Return process:

1. Contact us at support@getmovility.com within 30 days
2. Include your order number and reason for return
3. We'll provide return instructions and authorization (if needed)
4. Pack the item securely in original packaging
5. Ship it back using the method we specify

See our Return & Refund Policy for complete details.

When will I receive my refund?

Timeline:

• We process refunds within 5-7 business days of receiving your return
• Your bank may take an additional 3-5 business days to post the credit
• Total time: 8-12 business days from when we receive your return

You'll receive an email confirmation when your refund is processed.

I received a damaged or defective product

We'll make it right:

1. Take photos of the damage or defect
2. Contact us at support@getmovility.com immediately
3. Include your order number and photos
4. We'll send a replacement or issue a full refund
5. We'll cover return shipping costs

Your satisfaction is our priority—we'll resolve this quickly.

I'm having trouble assembling my product

Try these steps:

1. Check the user manual included with your product
2. Look for assembly videos on the manufacturer's website
3. Search YouTube for "[product name] assembly"
4. Make sure all parts are included (check the parts list)

Still stuck? Email us at support@getmovility.com with your product name and specific question.

My product isn't working properly

Troubleshooting checklist:

• Verify it's assembled correctly (check the manual)
• If battery-powered, check battery installation and charge
• Look for an on/off switch or power button
• Check for any safety locks or release mechanisms
• Review the user manual's troubleshooting section

Still not working? Contact us at support@getmovility.com or +1 (203) 204-3895.

I'm not sure which product is right for me

We can help you choose:

• Read product descriptions and specifications carefully
• Check customer reviews for real-world feedback
• Compare similar products using our filters
• Contact our team for personalized recommendations

Email support@getmovility.com with your needs and we'll recommend the best solution.

My payment was declined

Common causes:

• Incorrect card number, expiration date, or CVV
• Billing address doesn't match card on file
• Insufficient funds or credit limit reached
• Card expired or blocked by your bank

Try this:

1. Double-check all payment details
2. Try a different payment method
3. Contact your bank to authorize the charge

Still having issues? Email support@getmovility.com and we'll help.

I can't log into my account

Reset your password:

1. Click "Forgot Password" on the login page
2. Enter your email address
3. Check your email for a password reset link
4. Create a new password

No reset email? Check your spam folder or contact support@getmovility.com.

I was charged incorrectly

Let's investigate:

1. Check your order confirmation email for the correct total
2. Verify shipping costs and any applicable taxes
3. Look for multiple charges (sometimes banks show pending + final charge)

Still see an error? Email support@getmovility.com with your order number and we'll review your charge.

I can't find a specific product

Search tips:

• Use the search bar at the top of the page
• Try different keywords (brand name, product type, condition)
• Browse by category in the Shop menu
• Use filters to narrow results (price, brand, category)

Can't find it? Email support@getmovility.com with what you're looking for and we'll help locate it.

The website isn't working properly

Quick fixes:

• Refresh the page (Ctrl+R or Cmd+R)
• Clear your browser cache and cookies
• Try a different browser (Chrome, Firefox, Safari)
• Check your internet connection
• Disable browser extensions temporarily

Still having issues? Email support@getmovility.com with details about the problem.