Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
You can expect to receive your order in approximately 7 to 14 business days from the date of purchase.
To get started, click ‘My Account’ at the top right corner of the page, enter your details, and follow the instructions. It’s quick and simple!
To change your shipping address, please email us at hello@tivano.co with your order number and the new shipping address. Our team will update it for you.
To track the status of your order, please visit tracking.my and enter your tracking number.
Rest assured, we do not retain your credit card details. Payments are processed through Stripe or other secure third-party services to ensure your information is protected.
We do not add sales tax to your purchase. The price you see is the price you pay.
Yes, we ship worldwide! Please email us at hello@tivano.co for more information.
Typically, all items will be shipped together in one package. However, for large or bulk orders, they may be shipped separately.
If you need to swap an item
Returns and Exchanges
We accept returns within 30 days of delivery. Please contact us for further assistance.
We apologize if you received the wrong item. Please reach out to us at hello@tivano.co, and we will assist you in resolving the issue.
We’re sorry to hear your order arrived damaged. Please email us at hello@tivano.co with details and photos of the damage. We’ll work quickly to resolve this for you.
Once authorized, we will provide you with a new airway bill for shipping. Please securely pack your return and send it to the respective courier address provided with the airway bill.
To get in touch with our customer support team, send us an email at hello@tivano.co or message us on WhatsApp at +60 11-1308 5637.
If you entered an incorrect shipping address, please contact us immediately at hello@tivano.co or WhatsApp us at +60 11-1308 5637. We’ll assist you in correcting the address before your order ships.
Yes, you can change or cancel your order after submission. Please contact us immediately at hello@tivano.co or WhatsApp us at +60 11-1308 5637, and we’ll assist you with the necessary changes.
Yes, you can pre-order an item that is currently sold out by clicking on the pre-order button on the product page.