FAQ Policy
About the Company
Q: Is tiensiva a registered business?
A: Yes. tiensiva is operated by a legally registered company based in Dongguan, China, with experience in apparel manufacturing and online retail services.
Orders & Processing
Q: How long does order processing take?
A: Orders are typically processed within 1–3 business days (Monday–Friday). Processing times may be slightly longer during holidays or high-order periods.
Q: Can I cancel my order?
A: Orders may be canceled within 12 hours of purchase. After this period, orders may already be processed or prepared for shipment and can no longer be canceled.
Shipping & Delivery
Q: Where do you ship from?
A: Orders are processed by our team in Dongguan, China and shipped to customers in the continental United States through our logistics partners.
Q: Where do you ship?
A: We currently ship to customers within the continental United States.
Q: Do you ship to Alaska, Hawaii, Puerto Rico, or APO/FPO addresses?
A: At this time, we only ship to addresses within the continental United States. We do not currently ship to Alaska, Hawaii, Puerto Rico, Guam, or APO/FPO addresses.
Q: How long does delivery take?
A: Standard delivery to the continental United States usually takes 7–15 business days depending on destination and carrier conditions.
Q: How can I track my order?
A: Once your order has been shipped, you will receive a confirmation email containing your tracking number and tracking link.
Returns & Refunds
Q: How do I request a return?
A: To request a return, please contact our support team with your order number within the return eligibility period listed in our Return Policy.
Q: Where should I send my return?
A: Returns must be approved before being shipped back. Once your return request is reviewed and approved, our support team will provide the correct return address and return instructions.
Q: Who pays return shipping?
A: Customers are responsible for return shipping costs unless the item arrives damaged, defective, or incorrect.
Q: Are bodysuits or intimate apparel returnable?
A: For hygiene reasons, bodysuits, intimate apparel, swimwear, and final sale items may not be eligible for return unless they arrive damaged or defective.
Payments & Support
Q: What payment methods do you accept?
A: We accept major credit cards, debit cards, Shop Pay, Apple Pay, Google Pay, and other secure payment methods displayed at checkout.
Q: How can I contact customer support?
A: You can contact our customer support team through our Contact Us page or by email. We aim to respond to inquiries within 1–2 business days.