Frequently Asked Questions - Furnivo
1. Where do you ship from?
Furnivo partners with trusted fulfillment centers across multiple regions to ensure faster delivery times and competitive shipping rates. Our primary distribution centers are located in the United States, Europe, and Asia. When you place an order, your furniture item is shipped directly from the nearest warehouse to your location, allowing us to optimize delivery speed and reduce shipping costs. You can view the specific warehouse location for your order in your order confirmation email.
2. How long does shipping take?
Shipping times vary depending on your location and the specific furniture item ordered. Standard domestic shipping within the United States typically takes 7-14 business days, while expedited options are available for 5-7 business days. For larger furniture pieces, delivery may take up to 21 business days due to handling and logistics requirements. International orders generally take 14-30 business days depending on the destination country. You'll receive an estimated delivery date at checkout, and this timeline will be confirmed in your shipping confirmation email.
3. How do I track my order?
Once your order has shipped, you'll receive an automated email containing your tracking number and a direct link to monitor your shipment in real-time. You can also track your order by logging into your Furnivo account, navigating to "My Orders," and selecting the order you wish to track. The tracking system will provide updates on your package's status, estimated delivery date, and current location. Most carriers update tracking information every 24 hours, so check back regularly for the latest updates.
4. Can I cancel or change my order?
We understand that plans change. If you need to cancel or modify your order, please contact our customer support team within 2 hours of placing your order. Once an order has been processed and dispatched from our warehouse, unfortunately, it cannot be cancelled or changed. However, you'll still be able to refuse delivery or initiate a return once the item arrives. For modifications or cancellations, reach out to support@furnivo.com or use the contact form on our website, and our team will assist you as quickly as possible.
5. What is your return/refund policy?
Furnivo offers a 30-day return policy on most home furniture items. If you're not completely satisfied with your purchase, you can initiate a return within 30 days of delivery. Items must be in original, unused condition with all packaging and accessories included. Once we receive and inspect your returned item, refunds are typically processed within 5-7 business days and will be credited to your original payment method. Please note that return shipping fees may apply depending on the item size and weight. Some items, such as custom or clearance furniture, may have different return conditions.
6. What if my item arrives damaged?
Your satisfaction is our priority. If your furniture arrives damaged, take photos of the damage and contact our customer support team immediately. Do not discard the packaging, as we may need photographic evidence for our carrier claims. We'll arrange a replacement or full refund at no additional cost to you. In most cases, we can expedite a replacement shipment within 5-7 business days. For severe damage claims, we work directly with shipping carriers to ensure proper compensation. Always document the condition of your item upon delivery to protect your claim.
7. Do you offer exchanges?
Yes, Furnivo offers exchanges for items that don't meet your expectations or if you'd like a different color, size, or style. Exchanges are available within 30 days of delivery. Simply contact our customer support team with your order number and specify which item you'd like to exchange for. We'll arrange for pickup of the original item and ship your replacement at no extra charge, provided the new item is of equal or lesser value. If you're upgrading to a more expensive item, you'll be responsible for the price difference. Exchange processing typically takes 10-15 business days from pickup to delivery.
8. Why is my tracking not updating?
Tracking updates typically occur every 24 hours, so there may be a slight delay between when your package is scanned and when the information appears in the system. If your tracking hasn't updated for more than 2-3 days, this could indicate that your package is in transit between distribution centers. During holidays or peak seasons, updates may be delayed. If you haven't seen any tracking movement for over 5 days, or if your estimated delivery date has passed, contact our support team at support@furnivo.com with your tracking number, and we'll investigate the status with our carrier immediately.
9. Do you ship internationally?
Yes, Furnivo ships to over 50 countries worldwide! International shipping is available for most furniture items, though shipping costs and delivery times vary by destination. For international orders, additional customs duties, taxes, and import fees may apply depending on your country's regulations—these are the responsibility of the customer. At checkout, you'll see the total international shipping cost and estimated delivery timeframe for your specific location. Please note that some oversized furniture pieces may have restricted international shipping options. For questions about shipping to your specific country, contact our support team before placing your order.
10. How do I contact customer support?
Furnivo offers multiple ways to reach our dedicated customer support team. Email us at support@furnivo.com for detailed inquiries, and we'll respond within 24 business hours. Use the live chat feature on our website for quick questions—our team is available Monday to Friday, 9 AM to 6 PM EST. You can also fill out the contact form on the "Contact Us" page with your question or concern, and we'll get back to you promptly. For urgent issues, including damaged items or missing shipments, please call our support hotline or email with "URGENT" in the subject line. We're here to help!