Who operates Tavqeno™?

Tavqeno™ is owned and operated by Shenzhen Yisen Youpin Trading Co., Ltd. The company is responsible for the operation of the Tavqeno™ website, customer service, order support, and the products offered through our store.

What types of products does Tavqeno™ offer?

Tavqeno™ focuses on indoor planters, cultivation containers, decorative planting vessels, space-conscious growing solutions, raised planters, and related products designed for modern homes. Our goal is to make indoor greenery easier to integrate into living rooms, kitchens, workspaces, apartments, and other everyday spaces.

Are Tavqeno™ products suitable for indoor spaces?

Our product direction is centered primarily around indoor planting and home cultivation. Individual products may differ in size, structure, intended plant type, placement, or care requirements, so please review the information provided on the relevant product page before ordering.

Will the product look exactly the same as the pictures?

We make reasonable efforts to display products as accurately as possible. However, slight differences may occur because of:

• Screen settings
• Photography lighting
• Manufacturing tolerances
• Surface texture
• Finish variations
• Material characteristics

These minor differences do not necessarily indicate that a product is defective.

How should I choose the right planter size?

Before purchasing, we recommend reviewing the product dimensions listed on the product page and considering:

• Available floor, shelf, or countertop space
• Plant size
• Root space requirements
• Placement location
• Indoor layout
• Any pot or insert you plan to use

If dimensions are particularly important for your space, please check them carefully before placing your order.

Are plants included with Tavqeno™ planters?

Plants, soil, decorative accessories, or other items shown in lifestyle photography are not automatically included unless the product page specifically states that they are part of the purchase. Please review the individual product description to see exactly what is included.

How do I know whether my order was successfully placed?

After successful checkout, you should receive an order confirmation using the email address provided during checkout. If you believe payment was completed but you did not receive confirmation, contact: service@tavqeno.com. Please provide your name and the email address used for the purchase.

For security reasons, never send your complete card number or card security code by email.

What payment methods can I use?

Available payment options are displayed during checkout. Depending on availability, these may include eligible credit or debit cards, PayPal, or other payment methods supported by our checkout system. The payment methods shown during checkout are the authoritative options available for that transaction.

What currency is used on the Tavqeno™ store?

Unless another currency is clearly shown during checkout, prices and transactions are presented in United States Dollars (USD). If your payment account uses another currency, your bank or payment provider may apply its own exchange rate or conversion fee.

Can I change or cancel my order?

If you need to change your shipping information or request cancellation, contact us as soon as possible at: service@tavqeno.com. We recommend contacting us within 12 hours after placing the order. We will make reasonable efforts to complete the request before fulfillment begins. Once an order has been processed or dispatched, changes or cancellation may no longer be possible.

How long does Tavqeno™ take to process an order?

Orders are generally processed within 2–4 business days after payment confirmation. Processing may include:

• Order verification
• Product preparation
• Quality checks
• Packaging
• Shipping label preparation

During holidays, promotions, or periods of unusually high order volume, processing may require up to 5 business days.

How much is shipping?

Standard shipping is generally charged at a flat rate of $5.99 per order. If another shipping method or charge is clearly displayed during checkout, the checkout information will apply to that order.

How long does delivery usually take?

Estimated delivery times begin after dispatch and do not include processing time.

• United States: 10–15 business days
• Canada: 11–16 business days
• United Kingdom: 11–16 business days
• Australia: 11–16 business days
• Other International Destinations: 15–20 business days

These are estimated delivery windows rather than guaranteed arrival dates.

Where will my Tavqeno™ order be shipped from?

Depending on product availability, inventory location, and destination, orders may be fulfilled through our own facilities, manufacturing partners, or third-party fulfillment locations. The shipping origin may therefore be different from our registered business address. Our registered company address should not be assumed to be the warehouse from which every Tavqeno™ order is dispatched.

Will I receive a tracking number?

Once tracking becomes available after dispatch, shipment information will normally be sent to the email address used during checkout. Carrier tracking systems may require approximately 1–3 business days after shipment before detailed movement appears.

Why has my tracking information stopped updating?

Tracking updates can occasionally pause while a parcel moves between carrier facilities, countries, customs checkpoints, or regional delivery networks. If tracking has not changed for an extended period or your package is significantly beyond its expected delivery window, contact: service@tavqeno.com. Please include your order number and tracking information so we can review the shipment.

What should I do if tracking says “Delivered” but I cannot find the parcel?

First, we recommend checking:

• Your mailbox
• Entrance or doorstep
• Safe delivery locations
• Household members
• Building reception or management
• Nearby areas where a carrier may have left the parcel
• Any delivery notice from the carrier

If you still cannot locate the package, contact us with your order number and tracking information. A “Delivered” tracking status does not automatically prevent us from reviewing the situation.

What happens if my package is lost?

If a shipment appears to have been lost in transit, contact: service@tavqeno.com. We will review the available shipment information and, where appropriate, work with the carrier or fulfillment provider. If the package is confirmed lost, we will provide an appropriate solution, which may include a replacement or refund depending on the circumstances.

What is the Tavqeno™ return period?

Eligible products may generally be returned within 30 calendar days after delivery. Return eligibility depends on the condition of the product and the requirements stated in our Return & Refund Policy. We recommend reviewing the full policy before starting a return.

How do I request a return?

Email: service@tavqeno.com. Please provide:

• Your order number
• The product you wish to return
• The reason for the return
• Relevant photographs or videos where appropriate

Our support team will review your request and provide return instructions if the return is approved.

Can I send a return to the Tavqeno™ business address?

Please do not automatically send merchandise to our registered business address. Our registered address is:

Room 406, No. 5, Wanfu New Village, Pinghu Community, Pinghu Subdistrict, Longgang District, Shenzhen, Guangdong Province, China

This address is not automatically the designated return warehouse. After your return request is approved, our customer support team will provide the appropriate return location and instructions.

Who is responsible for return shipping?

For an eligible preference-based return, such as a change of mind, the customer is generally responsible for return shipping costs. If the return results from a confirmed problem attributable to Tavqeno™ or our fulfillment provider, such as:

• A damaged item
• A defective item
• An incorrect product
• A materially misdescribed product

we will provide an appropriate solution without requiring the customer to bear reasonable costs caused by that error.

What should I do if my item arrives damaged, defective, or incorrect?

Contact us as soon as reasonably possible at: service@tavqeno.com. For the quickest review, we recommend contacting us within 72 hours after delivery. Please include:

• Your order number
• A description of the problem
• Clear photographs
• Video where useful
• Photos of the shipping package where relevant

After review, we may provide a replacement, refund, return arrangement, or another appropriate solution.

How long does a refund take?

After an authorized return has been received and inspected, an approved refund is generally issued to the original payment method within 5–10 business days. Your bank, PayPal, card issuer, or other payment provider may require additional time before the refund appears in your account. If more than 15 business days have passed since we confirmed that your refund was issued, please contact us.

Can I exchange a Tavqeno™ product?

For preference-based exchanges, the simplest approach is generally to return the eligible original item and place a new order for the product you prefer. If the original product arrived damaged, defective, or incorrect, please contact us before placing another order because a replacement solution may be available.

Will I need to pay customs duties or import taxes?

International shipments may be subject to customs duties, VAT, import taxes, brokerage charges, or other government fees depending on the destination. Unless checkout clearly states otherwise, these charges may be payable by the recipient. Tavqeno™ does not control the amount charged by local customs authorities.

Can customs delay my order?

Yes. International shipments may sometimes be held for customs review or inspection. Customs processing time varies by country and is outside the direct control of Tavqeno™ and the shipping carrier. If your shipment appears unusually delayed, contact us and we will review the available tracking information.

How can I contact Tavqeno™?

Email: service@tavqeno.com
Phone: +86 188 1900 3446
Customer Support Hours:
Monday – Friday
9:00 AM – 6:00 PM

What information should I include when asking about an order?

For faster assistance, please provide:

• Your order number
• The email address used during checkout
• The product involved
• A clear description of your question
• Photos or videos where relevant

Please never send your complete payment card number, card security code, or online banking password.

When will Tavqeno™ respond to my message?

Customer inquiries are reviewed during our regular support hours:

Monday – Friday
9:00 AM – 6:00 PM

Messages received outside these hours will be reviewed during the next available business period. Response times may vary depending on inquiry volume, but we aim to provide clear and helpful assistance as promptly as reasonably possible.