Master FAQ

Frequently Asked Questions

Find answers about RENAVO orders, shipping, returns, payments, products, sizing, and accounts.

For additional help, contact our support team.

Link: /pages/contact-us

Orders

How do I know my order was placed successfully?

You should receive an order confirmation email after checkout. Check your spam or promotions folder if it does not appear.

Contact us if you entered an incorrect email address.

Can I change or cancel an order?

Contact us as quickly as possible.

We will try to make the requested change, but we cannot confirm cancellations, address changes, or item changes after processing has started.

Why did I receive more than one shipment?

Some orders may be divided into separate shipments due to product availability or fulfilment location.

You will not be charged additional shipping fees because an order was split after checkout.

Can I order RENAVO products as a gift?

Yes. Enter the recipient’s delivery address at checkout.

Prices may still appear on customs documents where required by law.

Why was my order cancelled?

Possible reasons include:

  • Payment authorisation failure

  • Fraud-prevention review

  • Incorrect billing information

  • Product unavailability

  • An unsupported delivery address

Any eligible payment reversal is processed through the original payment method.

Shipping

Where does RENAVO ship?

RENAVO ships to supported destinations shown during checkout.

Available countries, delivery options, and prices may change based on carrier coverage.

How long does shipping take?

Delivery estimates vary by destination.

Typical ranges are listed on our Shipping & Delivery page.

Link: /pages/shipping-delivery

These are estimates rather than guaranteed arrival dates.

Will I receive tracking?

Tracking is provided when available after your order has been dispatched.

Tracking may take 24–72 hours to display its first update.

Will I pay customs duties or taxes?

International orders may be subject to import duties, taxes, or handling fees.

Unless checkout states otherwise, these charges are the customer’s responsibility.

What happens if my address is incorrect?

Contact us immediately.

We cannot confirm address changes once processing or dispatch has started. Additional delivery costs may apply if a parcel is returned due to an incorrect address.

Returns

What is the RENAVO return window?

Eligible products may be returned within 30 days of delivery.

Items must meet the conditions listed in our Returns & Refunds Policy.

Link: /pages/returns-refunds

Can I return a used compression sleeve?

For hygiene reasons, compression garments that have been worn beyond a brief fit check may not be eligible for return unless they are defective.

Are original shipping fees refundable?

Original shipping charges are generally non-refundable unless the order was incorrect, damaged, or defective due to an error attributable to RENAVO.

Do you offer exchanges?

Where direct exchanges are unavailable, return the eligible item and place a new order for the preferred size or colour.

How long do refunds take?

Approved refunds are sent to the original payment method.

Banks and payment providers may require additional processing time after the refund has been issued.

Payments

Which payment methods do you accept?

Available methods are displayed at checkout and may include:

  • Visa

  • Mastercard

  • American Express

  • PayPal

  • Apple Pay

  • Google Pay

  • Shop Pay

Availability varies by device and region.

Is checkout secure?

Checkout is processed using secure technology provided by Shopify and active payment providers.

RENAVO does not receive complete card numbers.

Why was my payment declined?

Possible causes include:

  • Incorrect billing details

  • Insufficient funds

  • Bank security controls

  • An unsupported card

  • Fraud-prevention checks

Contact your bank or try another available method.

When will I be charged?

Payment is normally authorised or collected when the order is placed, depending on the payment method.

What currency will I be charged in?

The store’s base currency is USD.

Your bank may apply currency conversion or international transaction fees when paying with another currency.

Products

What is MotionKnit?

MotionKnit is a full-length compression sleeve that covers the upper thigh, knee, and calf in one continuous design.

What is MotionKnit made from?

MotionKnit is made from a nylon and spandex blend.

Exact composition may vary slightly by production batch. Check the product label and product page for the current specification.

Is MotionKnit a medical device?

No. MotionKnit is a performance and movement product. It is not intended to diagnose, treat, cure, or prevent medical conditions.

Can I wear MotionKnit while exercising?

MotionKnit is designed for active movement, including gym sessions, running, cycling, and court sports.

Suitability varies by activity and individual comfort.

Can I sleep in MotionKnit?

We do not recommend sleeping in MotionKnit unless an appropriate healthcare professional has advised you to do so.

Sizing

How do I choose my size?

Measure around the upper thigh at the location shown in our Size Guide.

Link: /pages/size-guide

Compare the measurement with the current product chart before ordering.

Should I size down for more compression?

No. Do not intentionally choose a size that is smaller than the size chart recommendation.

Excessive tightness may cause discomfort or restricted circulation.

What should the sleeve feel like?

It should feel close, secure, and supportive.

It should not cause:

  • Sharp pain

  • Numbness

  • Tingling

  • Discolouration

  • Unusual swelling

  • Strong pressure behind the knee

Remove the sleeve if these symptoms occur.

What if I am between sizes?

Choose the larger size for a less restrictive fit. Contact customer support for guidance before ordering.

Account

Do I need an account to place an order?

No. Guest checkout may be available.

Creating an account can make it easier to review order information and manage saved details.

How do I reset my password?

Use the password reset link on the account login page.

Can I update my delivery address in my account?

Updating a saved address does not automatically update an order that has already been placed.

Contact customer support immediately for order-specific address changes.

How do I unsubscribe from marketing emails?

Use the unsubscribe link at the bottom of any marketing email.

Transactional messages about active orders may still be sent.

How do I request access to or deletion of my data?

Contact support@getrenavo.com or use the method described in our Privacy Policy.

Link: /policies/privacy-policy