Contact us

SaneVita

Need help?

Our support team is here for you — we’ll respond within 24 hours on business days.

To speed things up, feel free to check our FAQ for quick answers.

For any other questions about the product, shipping, or returns, please fill out the form below or email us at support@sanevita.com.

We're based in Sydney, Australia — all emails are handled locally.

FAQ

Frequently Asked Questions

How does Nexora™ work?

Nexora™ uses rotating nodes that mimic the soothing pressure of real hands. The gentle warmth helps loosen tight muscles and promote relaxation in minutes — perfect after work, before bed, or any time you need a moment for yourself.

What payment methods do you accept?

We accept all major payment methods, including credit/debit cards, Shop Pay, Google Pay, and PayPal. All transactions are secure and encrypted.

Can I change or cancel my order?

Orders are processed quickly, so we cannot guarantee changes or cancellations after purchase. Contact us immediately if you need help.

How long does delivery take?

Australia: 7–15 business days

International: 10–20 business days

Times may vary due to customs or courier delays.

View all FAQs

We’ve collected the most common questions to help you shop with confidence.
If you need further assistance, feel free to email us at support@sanevita.com.

🛒 Orders & Payments

1. What payment methods do you accept?

We accept all major payment methods, including:

  • Credit/Debit Cards (Visa, Mastercard, Amex)
  • Shop Pay
  • Google Pay
  • PayPal
  • Afterpay (pay in 4 installments)

All transactions are secure and encrypted.

2. Will I be charged immediately when I place an order?

Yes. Payments are captured automatically at checkout.
If you pay with Afterpay, you will be charged according to your installment schedule.

3. Can I change or cancel my order?

Orders are processed quickly, so we cannot guarantee changes or cancellations once an order has been placed.
If you need help, please contact us immediately at support@sanevita.com.

📦 Shipping & Delivery

4. Do you offer free shipping?

Yes!
We offer free worldwide shipping on all orders.

5. How long does delivery take?

Delivery times depend on your country:

  • United Kingdom: about 5–7  business days
  • Europe: about 7–12 business days
  • Australia: about 10-15 business days
  • USA: about 10-15 business days

Please note that shipping times may vary due to customs, seasonal delays, or courier issues.

6. Where do you ship from?

We work with trusted international fulfillment partners.
Your order may ship from one of our overseas warehouses depending on stock availability.

This allows us to offer free or low-cost shipping and global availability.

7. How do I track my order?

You will receive a tracking link by email once your order ships.
Tracking updates may take 3–5 business days to appear while the package moves through international logistics networks.

8. What happens if my tracking hasn’t updated?

This is normal with international shipments.
Tracking may update only once the package reaches your country and is scanned by the local courier.

If no update appears after 7 business days, feel free to email us.

9. What if my package is delayed?

Delays can be caused by customs, holidays, weather, or courier backlogs.
If your package is significantly delayed, contact us and we will assist you.

📮 Delivery Issues

10. My package shows as “Delivered” but I didn’t receive it. What should I do?

First, please:

  • Check with neighbours or building management
  • Verify your shipping address
  • Contact your local post office

If the package cannot be located, email us at support@sanevita.com and we will help.

11. I entered the wrong shipping address. Can you fix it?

If the order has not been processed yet, we may be able to update the address.
Please contact us immediately.

Unfortunately, once the order ships, we cannot change the address.

🔄 Returns & Refunds

12. Do you accept returns?

Yes.
You can request a return within 14 days of delivery.

Items must be unused, in original packaging, and in the same condition as received.

13. How do I request a return or refund?

Email us at support@sanevita.com with:

  • Your order number
  • The reason for return
  • Photos/videos if the item is defective

We must approve all returns before items are sent back.

14. Do I have to pay for return shipping?

  • For change-of-mind returns, the customer is responsible for return shipping.
  • For defective or damaged items, we cover the cost and provide a replacement or refund.

15. How long does it take to receive my refund?

Once we receive and inspect the returned item, refunds are processed within 5–10 business days back to your original payment method.

🛠️ Product Questions

16. Is the Nexora™ Neck & Shoulder Massager safe to use daily?

Yes. The product is designed for daily relaxation and is suitable for most adults.
If you have medical conditions, consult a healthcare professional before use.

17. Does the massager come with a warranty?

Yes. We offer a 30-day limited warranty on manufacturing defects.
Contact us if you experience any issues.

18. What if the product arrives damaged or defective?

We will replace it at no additional cost.
Just send us photos/videos within 48 hours of delivery.

💬 Customer Support

19. How can I contact you?

You can contact us anytime at:
📧 support@sanevita.com

We respond within 24–48 business hours.