2020 Shipping & Return


    Countries not served: Technically we can ship to almost every country in the world. However, some smaller countries may not be served due to national regulations. Please contact me if you are not sure.

    Destination countries may levy taxes on your purchased goods, which the receiver will be responsible for. Sivana is not responsible for unpaid customs taxes, and will not provide refunds for orders sent back due to customs issues. Please check your country’s customs policies before placing your order.

Shipping Duration

Once a order is made, it takes 1-2 business days to prepare your package. When your package is ready, we'll hand it over to Shunfeng Express by default, which is a major Chinese express carrier. With Shunfeng Express, it would normally take 20-25 business days for your package to arrive at your door.

We are working on a much faster express company to deliver you order, but it costs a shipping fee around 10 USD. We expect to put this service online in a month.

Though most of the orders are delived on time, sometimes shippings might experience some delay due to COVID19 shipping restrictions.
Please kindly understand that Sivana does NOT offer cancellations due to these delays.

Your tracking code will be sent to you via email once it is shipped.
If your package does not arrive within 30 business days from shipment, please contact our customer service center. **Please keep in mind that weekends and holidays do not count as business days**

Failure To Deliver

Sivana is not responsible for packages sent back due to factors outside our control, such as the absence of the recipient, customs, etc. Additional shipping charges will result from such situations, which is not the same as our usual discounted shipping charge. When a shipment is sent back, there will be an email regarding the situation, and when proper action is not taken within 72 hours, we reserve the right to dispose the shipment.

Refund / Cancellations

Cancellation: Once you place your order, your package will be ready to ship very quickly. We can accept cancellations within 12 hours after payment. Cancellation requirements past that period will depend on the preparation status.

Refunds: Your satisfaction is our priority. If there is any issue with your order, please contact us and we will do our best to assist you. You may request a refund to your original mean of payment if you received the wrong product or a defective product within 4 weeks of purchasing your order. Any claims made after 4 weeks will not be compensated. If your package was lost during the shipment, please notify us ASAP so we can start an investigation of your case with Express carrier. If your package cannot be located at the end of the investigation, you may request a replacement order free of charge. PLEASE NOTE THAT REFUNDS OF PACKAGE LOST IS NOT AVAILABLE. If you don't notify us within 4 weeks regarding the lost package, we will not be able to compensate for your lost package.

Returns: International shipping fee is expensive, therefore we cannot accept any return of products after you accepted the delivery! If you received the wrong product, or it is defective, we will offer a refund or replacement, no need to send back anything to us! If you want to return it anyhow, we'll not cover its shipping fee. Feel free to give us your feedback about anything, your opinion is important to us.