clevonna™ · order journey
Shipping Policy
How orders are processed, dispatched, tracked, and reviewed when a shipping or delivery issue occurs.
Order processing
After payment confirmation and necessary verification, orders are normally prepared within 2–4 business days. During holidays, promotions, or unusually high volume, processing may take up to 5 business days. Business days exclude Saturdays, Sundays, and applicable public holidays. Processing and carrier transit are separate.
Estimated U.S. delivery
For standard shipping to supported United States addresses, estimated carrier transit is generally 10–15 business days after dispatch. Total order-to-delivery time includes processing plus transit. Estimates are not guaranteed; weather, carrier disruption, holidays, customs, remote destinations, and other events outside reasonable control may cause delay.
Shipping charges
Available methods and charges are calculated at checkout based on destination and available service. You can review shipping cost and the final order total before payment.
Fulfillment & shipping origin
Orders may be fulfilled from our facilities or designated partners depending on inventory, package needs, and destination. Parcel origin may differ from the registered address of Hangzhou Hengxing Cultural Media Technology Co., Ltd. Items from one order may ship separately with different tracking numbers.
Tracking your shipment
When tracking becomes available, a shipping confirmation is normally sent to the email used at checkout. A carrier may need additional time after label creation before the first movement appears. Carrier selection varies by item, location, destination, and service.
Shipping address changes
Review the recipient name, full address, unit, postal code, and contact information before ordering. Email service@clevonna.com immediately if you find an error. We will try to help before fulfillment, but changes cannot be guaranteed after processing starts. Reasonable reshipping costs may apply when customer-provided address errors cause return and reshipment.
P.O. boxes, APO/FPO & U.S. territories
Availability depends on the product, destination, and carrier. If supported, a shipping option normally appears at checkout; if none appears, delivery may not be available.
Delayed or inactive tracking
Temporary tracking gaps can occur between facilities or carriers. If tracking is inactive for an extended period or significantly delayed, contact us with the order number so we can review it with the carrier or fulfillment partner.
Lost shipments
Contact us if a parcel appears lost in transit. After reviewing tracking and circumstances, we will provide an appropriate replacement, refund, reshipment, or other reasonable solution where loss is confirmed.
Delivered but not received
First check the delivery area, mailbox, household, reception, neighbors, and carrier. A “Delivered” scan does not prevent review. Contact us with your order number if the package remains missing.
Damaged, incomplete, or incorrect orders
Contact us within 7 calendar days after delivery with the order number, a clear description, photographs or video of the item and issue, and images of exterior packaging and the shipping label. After confirmation of an error attributable to us, we provide an appropriate solution without additional cost caused by that error.
International delivery & import charges
We primarily serve customers in the United States. Where another destination is supported, options appear at checkout. Unless checkout clearly includes them, customs duties, import taxes, brokerage fees, or similar charges imposed by authorities, carriers, or brokers are generally the recipient’s responsibility.
Need help?
Email service@clevonna.com with your order number and a clear description of your question. Our customer-care team is available 24/7 (24 hours a day, 7 days a week).
Company information
Business & contact details
- Brand
- clevonna™
- Legal company name
- Hangzhou Hengxing Cultural Media Technology Co., Ltd.
- Owner
- Wu Zilong
- Website
- clevonna.com
- Business address
- No. 49, Yunhui Jinni Jiatang (Main Building), Renhe Subdistrict, Yuhang District, Hangzhou City, Zhejiang Province
- Customer support email
- service@clevonna.com
- Customer support phone
- +86 150 0744 8788
- Customer service hours
- 24/7 (24 hours a day, 7 days a week)