Frequently Asked Questions (FAQs) – Tivanzo
General
Q: What is Tivanzo?
A: Tivanzo specializes in embroidery digitizing, vector artwork, custom patches, woven labels, and related services. We combine creativity and precision to bring your designs to life.
Q: How can I contact you?
A: You can reach us by email at info@tivanzo.com. Our support team is ready to help with any inquiries.
Orders & Payments
Q: What payment methods do you accept?
A: We accept credit cards, debit cards, PayPal, and Payoneer. All payments are processed securely.
Q: What currency are payments processed in?
A: All orders are processed in USD (U.S. Dollars). If you’re paying from another country, your bank or payment provider may apply conversion fees.
Q: Will I get a receipt for my order?
A: Yes, you’ll receive an order confirmation email immediately after your payment is processed.
Shipping & Delivery
Q: Where do you ship from?
A: We ship from Pakistan, Canada, and South Africa, depending on product availability and your location.
Q: How long does delivery take?
A:
- Standard Shipping: 7–14 business days (depending on customs).
- Express Shipping: 3–8 business days (depending on customs).
Q: Do you provide tracking numbers?
A: Yes. Once your order is shipped, you’ll receive a tracking number by email.
Q: Do I have to pay customs duties or taxes?
A: Customs fees are determined by your local customs office and are not included in our shipping charges. You may need to pay these fees upon delivery.
Returns & Refunds
Q: What is your return policy?
A: We offer a 14-day return or exchange policy for eligible products. Items must be unused, in original condition, and in their original packaging.
Q: Are there any items that cannot be returned?
A: Yes. Custom-made products (embroidery patches, labels, etc.) and digital goods (digitizing, vector artwork) are non-returnable.
Q: How do I request a refund?
A: Contact us at info@tivanzo.com to initiate a return. Refunds are processed within 10 business days once we receive your returned item.
Products & Services
Q: What services do you provide?
A: We offer:
- Embroidery Digitizing
- Vector Artwork
- Custom Patches (embroidery, woven, chenille, leather)
- Branding & Design Support
Q: Do you offer free samples?
A: Yes. After your 5th production request, you may request a free sample. Shipping fees may apply.
Q: Can I get a revision if I’m not satisfied with my design?
A: Yes. We want you to be happy with your order and will work with you to make necessary adjustments.
Warranty
Q: Do your products come with a warranty?
A: Yes. Our products are covered by a 90-day limited warranty against defects in materials or workmanship. Contact us if you believe your product is defective.