Frequently Asked Questions
Clear answers about the product, ordering, delivery, returns, and subscription management.
Product and use
What is Moveno?
Moveno is a 75g external-use cooling massage gel for a simple massage routine. It is not intended to diagnose, treat, cure, or prevent disease.
Where can I apply it?
Follow the final product label. Avoid eyes, sensitive areas, and broken skin, and patch test a small area first.
How long does one jar last?
It depends on the application area and amount. Current subscription choices range from one jar for light/local use to four jars for a high-use routine.
Can I buy without subscribing?
Yes. One-time purchase is the default and has no recurring charge.
Shipping and returns
When will my order arrive?
Processing normally takes 1-3 business days. U.S. transit normally takes another 7-15 business days after dispatch. Tracking is sent by email.
Can I return an opened jar?
No. The 60-Day Unopened-Product Guarantee is for unused, unopened jars with the seal and original packaging intact. Damaged, leaking, missing, defective, or wrong items use a separate claim process.
What if my jar arrives leaking or damaged?
Contact us within 14 calendar days with the order details. Keep the packaging and product until support confirms which photos are needed.
Do I have to mail a damaged jar back?
Approved claims are normally resolved without international return shipping. Do not mail anything until Moveno gives written instructions.
Subscription
How do I change the number of jars?
Open your customer account and subscription. Choose the available quantity-management action. If quantity editing is not shown, contact support before the next renewal enters processing.
Can I skip or pause?
Yes. You can skip an upcoming order or pause future charges and deliveries. A paused subscription can be resumed later.
How do I cancel?
Sign in, open Subscriptions, select the subscription, choose Cancel subscription, and confirm. Cancellation does not require a phone call or retention offer.
Can a canceled subscription be restored?
Shopify states that cancellation cannot be undone. To subscribe again, place a new subscription order. If you only need a temporary break, use Pause instead.