FAQ
Ordering
Do I need an account to place an order?
No. You can complete your purchase without creating an account by checking out as a guest.
However, registering an account gives you access to additional features, such as order management, purchase history, address storage and a more convenient checkout experience on future orders.
Can I change or cancel my order?
If you need to change or cancel your order, please contact our customer service team as soon as possible.
Order modifications and cancellations may be accepted within 48 hours after purchase. Once the order enters processing, fulfillment or shipping, we may no longer be able to make changes.
Please contact us at: Email: service@celvarn.com
Payment
What payment methods do you accept?
We accept secure payment methods including:
· Visa
· Mastercard
· American Express
· Other supported credit and debit card options
All payments are processed through encrypted payment systems to help protect your transaction information.
Will I be charged additional fees?
All prices on celvarn.comare displayed in USD.
Your bank or payment provider may apply currency conversion fees, international transaction fees or other local charges depending on where you are located. These fees are determined by your bank or payment provider.
Shipping
Where do you ship from?
We ship internationally through trusted logistics partners.
Orders may be fulfilled from different warehouses based on product availability, inventory location and your delivery destination.
How long does shipping take?
Order processing time: 1–3 business days
Estimated shipping time: 10–20 business days after shipment
Delivery times may be affected by:
· Destination country
· Customs clearance
· Local carrier conditions
· Seasonal shipping volume
How can I track my order?
Once your order has shipped, tracking information will be sent to the email address you provided during checkout.
You can use the tracking number to monitor your package progress through the carrier’s tracking system.
Delivery Issues
What if I entered the wrong address?
If you provided an incorrect shipping address, please contact us within 48 hours after placing your order.
We will try to update your address before the order enters the shipping process. Once the package has been dispatched, address changes may no longer be possible.
What if my order shows delivered but I have not received it?
If your tracking information shows delivered but you have not received the package, please take the following steps:
· Check around your delivery location
· Contact your local carrier
· Ask household members or neighbors
If the issue remains unresolved, please contact us within 7 days.
Returns & Refunds
What is your return policy?
We offer a return and refund process for eligible orders. Return requests will be reviewed according to our Return & Refund Policy.
Please do not return any product without first contacting our customer service team and receiving return instructions.
Who pays for return shipping?
Return shipping costs depend on the reason for the return.
If the return is caused by product defects, damage or incorrect items, we will review the case and provide assistance. If the return is due to personal preference, the customer may be responsible for return shipping costs.
What if my item arrives damaged?
If your item arrives damaged, please contact us within 7 days of delivery.
To help us review your request, please provide:
· Order number
· Description of the issue
· Photos or videos showing the damage
Our team will evaluate the situation and provide an appropriate solution.
Refunds
How long do refunds take?
Once a refund is approved, it is usually processed within 5–10 business days.
The actual time for the refund to appear in your account depends on your bank or payment provider.
Security
Is my payment information secure?
Yes.
celvarnuses secure payment processing technology and encrypted connections to protect your payment information during transactions.
We do not store complete credit card information on our servers.
Contact
If you have any questions about orders, payments, shipping, products or returns, please contact our customer service team:
Email: service @celvarn.com
Customer Service: +1 5854606311
Response Time: Within 24 business hours (Monday–Friday)
Company Information: Ningbo Xuzhi E-Commerce Co., Ltd.
Registered Address: Room 258, Building 4, Shanghui Building, Yunlong Town, Yinzhou District, Ningbo City, Zhejiang Province, China
Customer Service Email: service@celvarn.com
Customer Service Phone: +1 5854606311