FAQ
Frequently Asked Questions
At Caviren, we want choosing lighting for your home and shopping with us to feel simple and straightforward. Below are answers to common questions about Caviren products, orders, shipping, tracking, returns, refunds, payments, and customer support.
Orders & Shipping
How long does order processing take?
Orders are generally processed within 1–3 business days before shipment.
Once your order has been processed and shipped, available tracking information will be provided.
How long does delivery take?
Estimated delivery within the United States is generally 5–10 business days after your order has been processed.
Delivery estimates may vary depending on the destination, carrier conditions, holidays, weather, customs procedures, or other circumstances outside our direct control.
Do you offer free shipping?
Yes.
Orders of US$34.99 or more qualify for free shipping.
For orders below the free-shipping threshold, any applicable shipping charge will be shown at checkout before payment.
Where will my order ship from?
Caviren uses a multi-location fulfillment model.
Depending on inventory availability, product requirements, and your delivery destination, orders may be fulfilled from different fulfillment facilities, including third-party partner facilities.
This means not every Caviren order will necessarily ship from the same location.
Will I receive tracking information?
Yes.
Once your order has shipped and tracking information becomes available, you will receive shipping confirmation with available tracking details so you can follow the progress of your shipment.
Please allow some time for tracking information to become active after shipment.
What should I do if my tracking information is not updating?
Tracking updates can occasionally take additional time depending on the carrier.
If your tracking information has not updated for an extended period, or your package appears significantly delayed, please contact us at:
Please include your order number and the email address used when placing your order so our customer service team can review the available shipment information.
Can I change or cancel my order?
Orders may be changed or cancelled before they have been shipped.
Please contact service@caviren.com as soon as possible if you need to request a change or cancellation.
Once an order has shipped, changes or cancellations may no longer be possible.
Where applicable, you may request a return after receiving your order in accordance with our Return & Refund Policy.
Returns & Refunds
What is Caviren's return period?
Eligible purchases may be returned within our 180-day return window, measured from the date of delivery and subject to the conditions outlined in our Return & Refund Policy.
How do I start a return?
Before sending anything back, please contact:
Please include your order number, the item you wish to return, and the reason for your return request.
Our customer service team will review your request and provide the applicable return instructions and appropriate return address.
Who pays for return shipping?
For returns that are not related to a product quality issue, fulfillment error, damaged item, defective item, or incorrect product, the customer is responsible for the return shipping cost.
If your order arrives damaged, defective, incorrect, or materially different from the product description , Caviren will provide an appropriate replacement, refund, or return solution at no additional cost to the customer.
What happens if my light arrives damaged, defective, or incorrect?
Please contact service@caviren.com and include:
- Your order number
- The email address used when placing the order
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging where relevant
After reviewing the issue, Caviren will provide an appropriate replacement, refund, or return solution at no additional cost to you where the issue is confirmed.
What if my order is missing an item?
If an item appears to be missing from your order, please contact service@caviren.com with your order number and details of the missing item.
Our customer service team will review the order and available shipment information and assist you with the appropriate next steps.
How long does a refund take?
Approved refunds are issued to the original payment method.
Caviren will generally process an approved refund within 1–3 business days.
After the refund has been issued, it generally takes an additional 5–10 business days to appear through your original payment method.
Actual posting times may vary depending on your bank, card issuer, or payment provider.
Payments & Shopping
Is checkout secure?
Yes. Caviren uses secure SSL encryption during checkout to help protect information transmitted during the payment process.
What payment methods can I use?
Available payment methods are displayed directly at checkout.
The payment options shown during checkout are the methods currently available for your order and delivery destination.
Where can I find product specifications?
Product-specific information is provided on the applicable Caviren product page.
Depending on the product, this may include information such as dimensions, materials, lighting specifications, available options, installation information, and other relevant product details.
We recommend reviewing the product page carefully before placing your order.
How do I choose the right Caviren light for my space?
When choosing lighting, we recommend considering the size of your space, where the fixture will be installed, the type of illumination you need, and the dimensions and specifications provided on the product page.
If you still have a question about a specific product, please contact service@caviren.com and include the product name or product page.
Does my Caviren light require installation?
Installation requirements vary depending on the individual product.
Some lighting products may require mounting, wiring, assembly, or other installation steps.
Please review the information provided on the applicable product page before purchasing.
Where professional electrical installation is appropriate for the product or your local electrical requirements, installation should be completed accordingly.
Will the actual product look exactly the same as the photos?
We aim to present our products as clearly and accurately as possible.
However, the appearance of materials, finishes, and lighting may vary slightly depending on screen settings, room conditions, surrounding colours, photography, and the way light interacts with the space.
Please review the product description, specifications, dimensions, and available options before ordering.
Customer Support
How can I contact Caviren?
You can reach our customer service team by email or phone:
Email:
service@caviren.com
Phone:
+86 135 4400 2537
Support Hours:
9:00 AM–6:00 PM Pacific Time
Website:
caviren.com
If your question concerns an existing order, please include your order number and the email address used when placing the order.
Who operates Caviren?
Caviren is owned and operated by:
Shanghai Xinzhenhui Trading Co., Ltd.
Store Operator:
Shanghai Xinzhenhui Trading Co., Ltd.
Legal Entity:
Shanghai Xinzhenhui Trading Co., Ltd.
Unified Social Credit Code:
91310116MAE9MAPT4W
Business Address:
No. 689 Haisheng Road, Jinshan District, Shanghai, China
Brand Representative:
Shi Juan
Support Hours:
9:00 AM–6:00 PM Pacific Time
Shanghai Xinzhenhui Trading Co., Ltd. is responsible for the operation of caviren.com, including online store operations, order processing, customer service, and related e-commerce activities.
Still Have a Question?
We're here to help. For questions about Caviren lighting, orders, shipping, tracking, returns, refunds, or other customer service matters, contact our team.