FAQs

How do I place an order?
You can browse our products, add the items you want to your cart, verify your details, and follow the instructions to complete your online purchase. Once your payment is confirmed, your order will be processed.

Can I modify my order after placing it?
If your order has not yet been prepared, you can contact us to request a modification. Once preparation or shipping has begun, changes can no longer be made.

How can I track my order?
You can track your order via the “Order Tracking” page on our website or through the link provided in your shipping confirmation email.

What are your delivery areas?
We currently deliver exclusively within Australia. Delivery to other countries is not available at this time.

What are the delivery times?
After payment confirmation, your order will be processed within 1–3 business days. Delivery typically occurs within 5–10 business days, depending on your location and shipping conditions.

What are the shipping costs?
Orders with a total value of AUD 110.99 or more qualify for free shipping. Orders below AUD 110.99 incur a shipping fee of AUD 11.99. The exact amount will be displayed at checkout.

Can I cancel my order?
Orders not processed within 48 hours of purchase may be cancelled. If your order is already in preparation, direct cancellation is no longer possible. In this case, you can refuse the parcel upon delivery or request a return after receipt.

How can I request a return or exchange?
Please provide your order number, the reason for the request, and any necessary photos of the product. We will send you detailed instructions for the return or exchange process.

How are refunds processed?
Refunds are issued via the original payment method. The processing time is typically 1–3 business days, depending on your financial institution.

Do you provide after-sales support?
Yes, our customer service team is available for:

Contact Information
Address: 3929 Chamberlayne Ave, Richmond, VA 23227-4235, United States
Customer Service Phone: +1 (540) 315-8427
Customer Service Email: solutions@tivorena.com
Service Hours: Monday to Friday, 9:00 am – 6:00 pm (AEST)