Questions, answered.

Frequently Asked Questions

Everything people ask before and after ordering. If your question isn't here, email support@shafar.us and we'll reply within one business day.

Shipping & Delivery

How long will my order take to arrive?

Orders are processed in 1–3 business days, then take 3–8 business days to arrive. That's roughly 4–11 business days from order to doorstep. Alaska, Hawaii and US territories may take a little longer.

How much does shipping cost?

Shipping is free on every US order. There is no minimum spend.

Where do you ship from?

All orders ship from mostly our fulfilment partner's warehouse inside the United States. You get a tracking link either way.

Do you ship outside the US?

Not currently. We ship within the United States only, including Alaska, Hawaii and US territories. We don't ship to PO Boxes or APO/FPO addresses.

Will I be charged customs or import fees?

No. All duties and import charges are paid before dispatch. The price you see at checkout is the price you pay.

How do I track my order?

A tracking link is emailed to you as soon as your parcel leaves the warehouse. Tracking can take 24–48 hours to show its first scan, so don't worry if it looks quiet at first.

My tracking hasn't updated in days. What now?

Carrier scans can pause for a few days in transit, which is normal. If there's been no movement for 10 days or more, email us with your order number and we'll investigate.

Can I change my shipping address after ordering?

Only if the order hasn't entered fulfillment yet. Email us immediately with your order number. Once it ships the address can't be changed, and orders sent to an incorrectly entered address aren't eligible for refund or replacement.

Why did my order arrive in more than one package?

Multi-item orders sometimes ship separately. There's no extra charge, and you'll get tracking for each parcel.

Returns, Exchanges & Refunds

What's your return policy?

You have 30 days from delivery to return an unused item in its original packaging for a refund.

Can I try it on first?

Yes. You can try an item on over clothing to check the fit and still return it. Items worn against bare skin, washed, or used can't be accepted, for hygiene reasons.

How do I start a return?

Email support@shafar.us with your order number and the reason. We'll reply within one business day with the return address and instructions. Please wait for that email before shipping anything back — unauthorised returns can't be processed.

Who pays for return shipping?

If you changed your mind or ordered the wrong size, you cover return shipping. If the item is damaged, defective, or not what you ordered, we cover everything.

My item arrived damaged or it's the wrong product. What do I do?

Email us within 14 days of delivery with your order number and clear photos of both the item and its outer packaging. Add a short video if the issue is hard to see in a photo. We'll refund or replace it — and in most cases you won't need to ship anything back.

I ordered the wrong size. What can I do?

If it hasn't dispatched yet, email us straight away and we'll switch it. After delivery, use the size exchange: one per order on the Posture Support Belt and the 3D Knee Support Sleeve. You cover shipping to us, we cover shipping on the replacement.

When will I get my refund?

We inspect the return and issue your refund within 5 business days of receiving it. Your bank or card issuer may take another 5–10 business days to post the credit.

Do you charge a restocking fee?

No.

Can I change or cancel my order?

Yes, free of charge within 12 hours of ordering, as long as it hasn't entered fulfillment. Email us with your order number. After that it's with the warehouse and can't be cancelled, but you can still return it once it arrives.

Tracking says delivered but I never got it.

First check with household members, neighbours and building management, and look in any concealed delivery spots. Then contact your carrier with the tracking number. Email us within 7 days of the recorded delivery date and we'll help you file a carrier claim and review your case.

Sizing & Fit

How do I choose the right size?

Every product page has a size guide with the measurements to take. Measure before you order rather than guessing from your usual clothing size — these are worn close to the body and the fit matters.

I'm between two sizes. Which do I pick?

Email us your measurements before ordering and we'll tell you which to choose. It takes a minute and saves you a return.

What if the size is wrong when it arrives?

Use the size exchange. Keep the packaging and tags, email us within 30 days, and we'll swap it.

Products & Use

Are these medical devices?

No. ShaFar products are comfort and support accessories for everyday use. They aren't medical devices and aren't intended to diagnose, treat, cure or prevent any condition.

Is the posture belt or knee sleeve suitable for all-day wear?

No — these aren't designed for continuous all-day use. Start with shorter sessions and build up to what feels comfortable. Adjust the fit so it feels snug, never tight, and take it off if anything feels uncomfortable.

Can I use these if I have an existing health concern?

Please speak with a qualified healthcare professional first. They can tell you whether a support accessory is appropriate for your situation — we can't.

How do I clean and care for my product?

Full care instructions are on each product page under Specifications. In short: fabric supports and sleeves hand wash cool and air dry flat, with no machine washing, tumble drying or ironing. Foam cushion covers unzip and machine wash cool — never wash or soak the foam itself, just wipe it with a damp cloth. The neck roller wipes clean with a damp cloth.

Is there a warranty?

Every product is covered against manufacturing defects for 30 days from delivery. Report a defect within that window and we'll replace it or refund you.

Are the products latex free?

Material details are listed on each product page. If you have a specific sensitivity, email us before ordering and we'll confirm the exact composition for that item.

Orders & Payment

What payment methods do you accept?

All major credit and debit cards, plus Shop Pay, Apple Pay, Google Pay and PayPal. Payments are processed by Shopify — we never see or store your card details.

Do you offer discounts on multiple items?

Yes. The desk-to-drive kit bundles the neck roller, posture belt and knee sleeve at a lower combined price than buying them separately.

Do I need to create an account?

No. You can check out as a guest. An account just makes reordering and order tracking faster.

I didn't receive my order confirmation email.

Check your spam and promotions folders first. If it's not there after an hour, email us with the name and address you used and we'll resend it.

Can I use more than one discount code?

One code per order.

Do you offer bulk or wholesale pricing?

Email support@shafar.us with what you need and we'll come back to you.

Contact

How do I reach you?

Email support@shafar.us. We reply within one business day, Monday to Friday. Include your order number if your question is about an order — it gets you a faster answer.

Still haven't found your answer?

Email us. There's no such thing as a question that's too small.