FAQ
Ordering
Do I need an account to place an order?
No. You can complete your purchase as a guest without creating an account. However, registering for an account allows you to conveniently track your orders and access your order history.
Can I change or cancel my order?
Orders may be modified or canceled within 48 hours of purchase. Please contact our customer service team as soon as possible if you need to make a change.
Payment
What payment methods are available?
We accept major credit cards, including Visa, Mastercard, and American Express, along with other secure payment options available at checkout.
Will there be any additional charges?
All prices are listed in USD. Depending on your payment provider or bank, currency conversion rates or additional transaction fees may apply.
Shipping
Where are orders shipped from?
Orders may be fulfilled and shipped from our international warehouse facilities.
How long will delivery take?
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Order Processing: 1–3 business days
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Shipping Time: 12–15 business days
Please note that actual delivery times may vary depending on your destination and shipping conditions.
How can I track my shipment?
Once your order has been shipped, tracking information will be sent to you by email. You can use the tracking number to monitor your package.
Delivery Issues
What should I do if I entered the wrong shipping address?
Please contact us within 48 hours of placing your order if you need to update your shipping address. We will do our best to make the change before your order is shipped.
What if my package shows as delivered but I cannot find it?
First, please check with your local carrier and nearby neighbors or other safe delivery locations. If the package is still missing, contact us within 7 days so we can assist you.
Returns & Refunds
What is your return policy?
We offer a 30-day return period for eligible items. Please review our Return Policy for additional conditions and instructions.
Who is responsible for return shipping?
Return shipping costs are generally the responsibility of the customer unless the item received is defective or incorrect.
What should I do if my item arrives damaged?
Please contact us within 7 days of delivery and provide supporting information or photos of the damaged item so our team can assist you.
Refunds
How long do refunds take?
Once a return has been approved, refunds are generally processed within 5–10 business days and issued to the original payment method.
Security
Is my payment information secure?
Yes. Payments are processed through secure, encrypted payment gateways designed to help protect your payment information during checkout.
Contact
For any questions or assistance, please contact our customer service team:
Email: service@tivnok.com
Response Time: Within 24 hours on business days