Frequently Asked Questions

Got Questions? We Got Answers.

General Questions

What makes EXSIVIA different from other brands?

EXSIVIA is built around one idea: premium performance without unnecessary markup. We control costs where it matters least and invest where it matters most—formulation, feel, and results—so you get high-end quality at a more reasonable price.

What products does EXSIVIA offer?

EXSIVIA makes targeted essentials across nail care, hair care, and skin care. Each product is designed around a real, specific concern so you’re not buying extra steps you don’t need.

How do you decide what products to launch?

We don’t launch products just to fill a catalog. EXSIVIA develops products after research into real customer problems and routines, then builds a formula meant to be practical, effective, and easy to stick with.

Are EXSIVIA products “clean” or “safe”?

We take a safety-first approach: we focus on ingredient choices that are widely considered skin-friendly, and we avoid unnecessary extras when possible. Always check the full ingredient list on the product page.

Are your products paraben-free, phthalate free, and SLS-free?

Many EXSIVIA formulas are made without parabens, phthalates, and SLS/SLES. The product page is the final source of truth for each item as formulas may evolve.

Are your products HEMA-free?

Some EXSIVIA nail products are formulated without HEMA. If you have specific allergies, please check the ingredient list on the product page and patch test before use.

Why EXSIVIA?

We build premium care by controlling costs intelligently, not by cutting quality. We launch products based on research into real problems, ensuring every formula solves a clear need. EXSIVIA is for people who want premium performance and smart pricing.

Shipping Questions

How long does shipping take?

We aim to process and ship most orders within 1 business day.

Estimated delivery times (after shipping):
• 🇺🇸 United States (Standard): 4–5 business days (timing can vary by carrier and location)
• 🇬🇧 United Kingdom: 5–14 business days
• 🇨🇦 Canada: 5–14 business days
• 🇪🇺 Europe: 10–20 business days
• 🇦🇺 Australia: 5–10 business days

These are delivery estimates. Carrier delays, weather, holidays, and peak seasons may affect transit times.

Where do you ship from?

All orders ship from our U.S. fulfillment location in Maryland for fast and reliable delivery.

Do you offer free shipping?

We run free shipping promotions from time to time. If a free shipping deal is live, it will be clearly shown on the website and at checkout.

Do you ship internationally?

Yes we currently ship to the UK, Canada, Europe, and Australia. International availability and shipping options are shown at checkout once you enter your address.

Can I track my order?

Yes. As soon as your order ships, we’ll email you a tracking link to the email used at checkout.

Why isn’t my package here yet?

Most orders arrive within the estimated window, but carriers can occasionally delay scans or delivery. If your tracking hasn’t updated for 5 business days or your delivery estimate has clearly passed, email support@exsivia.com with your order number and we’ll help you investigate.

My tracking says delivered, but I didn’t receive my package.

Carriers sometimes mark packages delivered a little early. Please wait 24 hours, then check around your delivery location (front desk, mailbox area, neighbors). If it’s still missing after 24 hours, email support@exsivia.com and we’ll help.

What if my package is lost or arrives damaged?

If your order arrives damaged or goes missing, contact support@exsivia.com and we’ll make it right. For the fastest help, include:
• your order number
• photos of the item + packaging (if damaged)
• your shipping address and tracking info

Do you offer priority/express shipping?

If priority/express shipping is available for your address, it will appear as an option at checkout. Availability can vary by location and carrier.

International duties & taxes

International orders may be subject to customs duties or import taxes depending on your country. These fees are set by local authorities and are not controlled by EXSIVIA.

Returns & Refunds

What is your return policy?

We accept returns on eligible items within 30 days of delivery. To be eligible, items must be unused, unopened, and in original packaging (unless the product arrived damaged or incorrect).

How do I start a return?

Email support@exsivia.com with:
• your order number
• the item(s) you want to return
• the reason for the return

We’ll reply with the next steps.

When will I receive my refund?

Once your return is received and inspected, refunds are typically processed within 3–10 business days. Your bank may take additional time to post the refund.

Are shipping fees refundable?

Shipping charges are generally non-refundable, unless the return is due to a mistake on our side (wrong item, defective item, or damage in transit).

What if I received the wrong item?

Email support@exsivia.com within 48 hours of delivery with a photo of what you received and your order number. We’ll fix it quickly.

What if a product doesn’t work for me?

We want you to feel confident trying EXSIVIA. If something doesn’t work for your routine, contact support@exsivia.com and we’ll help you find the best solution. Depending on the situation, we may offer a replacement, store credit, or refund. Because everyone’s skin/scalp/nails are different, results can vary. If you have sensitivities, we recommend a patch test before full use.

Contact Support

Email: support@exsivia.com
Typical response time: within 24–48 business hours (Mon–Fri)