FAQ

Frequently Asked Questions

Welcome to UrbanNivo's FAQ page.

Here you can find answers to common questions about our products, orders, shipping, payments, returns, and customer support.

Products

What products does UrbanNivo offer?

UrbanNivo focuses on practical household and everyday essentials designed to support daily routines around the home.

Our product range may include items for:

  • Home organization.
  • Cleaning.
  • Kitchen use.
  • Household convenience.
  • Everyday practical needs.

Available products may change from time to time.

Where can I find product details?

Product descriptions, dimensions, materials, colors, specifications, and other relevant information are provided on individual product pages where available.

We recommend reviewing the product page carefully before placing an order.

Are product colors exactly the same as shown online?

We make reasonable efforts to display product colors accurately.

However, slight differences may occur due to:

  • Screen settings.
  • Device displays.
  • Lighting.
  • Photography.
  • Product variations.

How do I choose the right product size or specification?

Please review the dimensions, specifications, size information, or variant options listed on the relevant product page.

If a product is available in multiple sizes, colors, or versions, make sure the correct option is selected before checkout.

Orders

How do I place an order?

To place an order:

  1. Select the product you wish to purchase.
  2. Choose the available size, color, quantity, or other options where applicable.
  3. Add the item to your shopping cart.
  4. Proceed to checkout.
  5. Enter the required shipping and payment information.
  6. Review your order and complete the purchase.

Order confirmation information may be sent to the email address provided during checkout.

Can I change or cancel my order?

If you need to request a change or cancellation, please contact customer support as soon as possible.

Changes may not be possible once an order has already been processed or shipped.

How can I check my order status?

Once your order has been shipped and tracking information becomes available, tracking details may be provided by email.

You can use the available tracking information to follow the general progress of your shipment.

Shipping

How long does order processing take?

Orders are generally processed within:

1–3 business days

Orders placed on weekends or public holidays may begin processing on the next business day.

How long does delivery take?

After processing and shipment, estimated delivery is generally:

7–15 business days

Delivery time may vary depending on destination, carrier operations, customs procedures, transportation conditions, and other circumstances outside reasonable control.

How much is shipping?

Our standard shipping fee is:

$12.99

Orders with a total value of $39.99 or more are eligible for free shipping.

Do you provide tracking information?

Yes, where tracking information is available.

Tracking details may be sent to the email address provided during checkout after the order has been shipped.

Why has my tracking information not updated?

Tracking updates may not appear immediately after shipment.

Temporary delays may occur during:

  • International transportation.
  • Carrier transfers.
  • Customs processing.
  • Local delivery processing.

If tracking has not updated for an extended period, you may contact customer support with your order details.

Payment

What payment methods are available?

Available payment methods will be displayed during checkout.

Payment options may vary depending on checkout configuration, customer location, and payment service availability.

Is my payment information secure?

Payment transactions may be processed through third-party payment service providers using their own security systems and procedures.

UrbanNivo does not require customers to send complete payment card information directly to customer service.

Why was my payment unsuccessful?

A payment may be unsuccessful for reasons such as:

  • Incorrect payment information.
  • Insufficient funds.
  • Card issuer restrictions.
  • Payment provider security checks.
  • Technical issues.

If a payment cannot be completed, you may try another available payment method or contact your payment provider.

Returns & Refunds

Can I return an item?

Yes.

Eligible return requests may generally be submitted within:

30 days after receiving the order

Returned items should generally be unused, in original condition, and include original packaging, accessories, or tags where applicable.

How do I request a return?

Please contact:

[email protected]

When contacting us, provide:

  • Your order number.
  • The item you wish to return.
  • The reason for the return.
  • Relevant photos where appropriate.

Please contact us before sending any item back.

What should I do if I receive a damaged, defective, or incorrect item?

Please contact customer support and provide your order details together with clear photos showing the issue.

The available information will be reviewed and an appropriate solution will be determined based on the circumstances.

How are refunds issued?

Approved refunds will generally be issued to the original payment method used for the order.

The time required for the refund to appear may depend on the bank, card issuer, payment provider, or other financial processing factors.

Can I exchange an item?

Exchange availability may depend on product availability and the condition of the original item.

If a direct exchange is not available, you may be asked to return the original item and place a new order.

Customer Support

How can I contact UrbanNivo?

For product questions, order inquiries, shipping, returns, payments, or general customer support, please contact:

Email: [email protected]

Support Hours:
Monday–Friday, 9:00 AM–6:00 PM
(UTC+8)

Business Information

UrbanNivo is owned and operated by Liuyang Zheping Electronic Commerce Co., Ltd.

  • BRAND: UrbanNivo
  • LEGAL COMPANY NAME: Liuyang Zheping Electronic Commerce Co., Ltd.
  • OWNER / REPRESENTATIVE:
  • CUSTOMER SUPPORT EMAIL: [email protected]
  • SUPPORT HOURS:
    Monday–Friday, 9:00 AM–6:00 PM
    (UTC+8)
  • Customer Support Phone:
  • WEBSITE:
    https://UrbanNivo.com/
  • BUSINESS ADDRESS:
    No. 10, Xinjing Group, Jiangdong Village, Zhentou Town, Liuyang City, Changsha City, Hunan Province, China