At Tavqeno™, we want ordering planters and indoor growing containers to feel clear and straightforward from checkout to delivery.

This Shipping Policy explains how orders are prepared, fulfilled, shipped, tracked, and handled if an unexpected delivery issue occurs.

Please review the information below before placing your order. Tavqeno™ is owned and operated by Shenzhen Yisen Youpin Trading Co., Ltd.

After payment has been successfully confirmed, your order enters our processing stage.

Standard Processing Time:
2–4 business days

During this time, your order may undergo:

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

During periods of unusually high order volume, major holidays, or seasonal demand, processing may require up to 5 business days. Business days do not include weekends or public holidays.

Standard shipping is charged at a flat rate of:

$5.99 per order

Unless otherwise stated during checkout, this shipping fee applies regardless of the number of eligible items included in the order. Any alternative shipping method or charge shown at checkout will take priority over the standard rate listed above.

Delivery time begins after your order has been dispatched and is separate from order processing time.

These timeframes are estimates rather than guaranteed arrival dates. Actual delivery may be affected by destination, carrier operations, local holidays, weather conditions, customs procedures, or other circumstances outside normal delivery operations.

Tavqeno™ products may be fulfilled from our own facilities, manufacturing partners, or third-party fulfillment locations depending on product availability and the delivery destination.

As a result, different products within the same order may occasionally be dispatched separately. A shipment should not be assumed to originate from our registered business address.

Our registered business address is provided for business identification and customer transparency and is not necessarily the warehouse from which your order will be shipped.

Once your order has been dispatched, we will send a shipping confirmation to the email address provided during checkout. Where tracking is available, the confirmation will include a tracking number or tracking link.

Please allow approximately 1–3 business days after shipment for the carrier's tracking system to begin displaying movement. A recently created tracking number may initially show limited information while the package is being transferred into the carrier network.

In some cases, an order containing more than one product may arrive in separate packages. This can happen when products are stocked or fulfilled from different facilities.

If your order is divided into multiple shipments, you may receive separate tracking information for each package. You will not be charged an additional standard shipping fee simply because an order is divided into multiple parcels.

International shipments may be subject to customs duties, import taxes, VAT, brokerage charges, or other government-imposed fees depending on the destination country.

Unless the checkout page specifically states otherwise, international orders may be shipped on a Delivered Duty Unpaid basis. This means customs duties, import taxes, or similar charges assessed by the destination country may be payable by the recipient.

Tavqeno™ does not control the amount of these charges. We recommend checking with your local customs authority if you are unsure whether import charges may apply to your order.

International packages may occasionally be held for customs inspection. Customs processing times vary by destination and are outside the direct control of Tavqeno™ and the shipping carrier.

If your package appears to be delayed in customs, you may contact us at: service@tavqeno.com. Please include your order number so our team can review the available shipment information.

Please carefully review your shipping address before completing checkout. If you notice an error after placing an order, contact us as soon as possible at: service@tavqeno.com. Please include:

• Your order number
• Your full name
• The original shipping address
• The corrected shipping address

We recommend contacting us within 12 hours of placing the order. We will make reasonable efforts to update the address before fulfillment. However, once an order has been processed or transferred to the shipping carrier, an address change may no longer be possible.

If you wish to cancel an order, contact: service@tavqeno.com within 12 hours after placing the order.

If the order has not yet entered fulfillment, we will attempt to process the cancellation. Once an order has been prepared, dispatched, or otherwise entered a stage where cancellation is no longer operationally possible, we may be unable to stop the shipment.

In that situation, you may contact our customer support team after delivery to determine whether the order qualifies for return under our Return & Refund Policy.

Occasional delivery delays can happen. If your tracking information has not updated for an extended period, or your package is significantly outside the estimated delivery window, please contact: service@tavqeno.com. Include your order number and any available tracking information.

Our team will review the shipment status and, when appropriate, work with the relevant fulfillment or delivery provider to determine the next steps.

If a shipment appears to have been lost in transit, please contact us rather than assuming the package cannot be recovered. Where the carrier or available shipment investigation confirms that the parcel was lost in transit, Tavqeno™ will provide an appropriate resolution.

Depending on the circumstances, this may include:

• A replacement shipment at no additional product or standard shipping cost
• A refund
• Another reasonable resolution agreed with the customer

We will not automatically reject a customer request solely because a tracking page contains an incomplete or unclear delivery status.

If tracking shows that your order was delivered but you cannot locate the package, please:

• Check around the delivery location
• Ask household members or building staff
• Check nearby safe delivery areas
• Review any delivery notice left by the carrier

If the package still cannot be found, contact us at: service@tavqeno.com. Please provide your order number and tracking information. We will review the available information and help determine the appropriate next step.

If your order arrives damaged, please contact us as soon as reasonably possible. For the quickest assistance, we recommend contacting us within 72 hours after delivery. Please provide:

• Your order number
• A description of the damage
• Clear photographs of the affected product
• Photos of the shipping package where relevant

If an item is confirmed to have arrived damaged, defective, incorrect, or materially different from the product description, we will provide an appropriate replacement, refund, or return solution at no additional cost to you.

If you receive the wrong product or an item is missing from your shipment, contact: service@tavqeno.com. Please include:

• Your order number
• The item you expected to receive
• The item you actually received, if applicable
• Relevant photographs

We will review the order and arrange an appropriate solution when the issue is confirmed.

Customers are responsible for providing a complete and accurate delivery address when placing an order. If a package cannot be delivered because the address provided at checkout was incorrect, incomplete, or inaccessible, additional delivery or reshipping charges may apply where permitted.

If the delivery problem resulted from an error by Tavqeno™ or our fulfillment provider, the customer will not be charged for correcting that error.

A package may be returned to the sender if:

• The shipping address is incomplete or incorrect
• Delivery attempts are unsuccessful
• The recipient refuses delivery
• The package is not collected within the carrier's required timeframe

If your order is returned to the sender, please contact us so we can review the situation and available options. Any reshipping cost will depend on the reason the package was returned.

We may be unable to deliver certain products to specific locations because of carrier limitations, import restrictions, product size, or other logistical requirements.

If we discover that an order cannot be shipped to the address provided, we will contact you and arrange an appropriate solution, which may include cancellation and refund of the affected item.

If you have questions about processing, delivery, tracking, or a shipment problem, please contact our customer support team.

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

When contacting us about an existing shipment, please include your order number so we can locate the relevant information more quickly.