1. Order Processing

After an order is confirmed, our team begins preparing your selected items for shipment.

Ceramic tableware requires careful handling. Before dispatch, we review:

• Product condition.
• Ordered items and quantities.
• Packaging requirements.
• Delivery details.

Orders are processed promptly after confirmation. Order preparation takes place before dispatch and is separate from the estimated delivery period.

2. Delivery Information

Torqenva™ provides delivery services for our boutique ceramic tableware collection.

Delivery time may vary depending on the destination, transportation conditions, seasonal demand, or circumstances outside our reasonable control.

This timeframe is an estimate rather than a guaranteed arrival date and does not include order preparation. Please ensure your delivery information is accurate when placing your order.

3. Shipping Process

Once an order has been prepared and dispatched, customers will receive available shipping information.

Where tracking is available, customers can use it to follow the delivery progress of their order. Tracking updates may take additional time to appear after dispatch.

A newly issued tracking number may not immediately show movement in the carrier’s system. For assistance, contact our customer support team with your order number.

4. Shipping Information Accuracy

Customers are responsible for providing accurate and complete delivery details when placing an order.

Incorrect addresses, missing apartment or unit numbers, incomplete postal codes, or inaccurate contact details may affect delivery progress.

If you notice an error, please contact us as soon as possible with your order number and the corrected details. Our team will review whether a change is still possible. Address changes may not be available once an order has been dispatched.

5. Delivery Delays

Unexpected situations may occasionally affect transportation progress. Possible factors include:

• Carrier processing conditions.
• Seasonal shipping demand.
• Weather conditions.
• Public events.
• Transportation interruptions.
• Other circumstances outside our reasonable control.

If your tracking information appears delayed or you experience a delivery concern, please contact our support team. We will review the available information and assist with the next steps.

6. Lost or Unusual Delivery Situations

If an order appears to have unusual tracking activity, missing updates, or other delivery concerns, please contact us with:

• Your order number.
• The name and email address used for the order.
• Your tracking number, if available.
• A description of the delivery concern.
• Relevant delivery information or screenshots.

Our customer support team will review the situation and respond within 3 business days.

This is our response timeframe. Resolution time may vary depending on carrier investigations and the circumstances involved.

7. Damaged Package Concerns

We recommend inspecting your package and ceramic pieces after delivery.

If an item arrives chipped, cracked, broken, or otherwise damaged, please contact our customer support team with your order number and a description of the issue.

Clear photographs of the affected item, outer packaging, protective materials, and shipping label can help us understand the situation. Where possible, retain the packaging while your request is being reviewed.

Our team will assess the information provided and advise on appropriate assistance.

8. Contact Information

For shipping questions, tracking assistance, or delivery concerns, please contact the Torqenva™ customer support team. Including your order number helps us locate your order.

Customer Service Hours: 8:00 AM–10:00 PM