FAQ
Frequently Asked Questions
How long does order processing take?
Most orders are prepared within 1 to 5 business days after payment is confirmed. Processing times may be longer during high-volume periods, holidays, or supplier delays.
How long does shipping take?
Estimated delivery times vary by destination and carrier. Many orders arrive within 7 to 20 business days after shipment, but actual timing may differ due to customs review, carrier routing, weather, holidays, or other conditions outside our control.
How can I track my order?
When tracking is available, it will be sent by email after the order ships. Tracking information can take a short time to update after the carrier receives the package.
Can I change or cancel an order?
Email service@auroravivid.com as soon as possible. We will try to help, but changes and cancellations are not guaranteed once fulfillment has started.
What should I do if an item arrives damaged or incorrect?
Email us with your order number, a short explanation, and clear photos of the item and packaging. We will review the case and let you know the next step.
Do you accept returns?
Eligible items may be returned within the return window described in our Return Policy. Items must be unused, complete, and returned only after receiving return instructions from our support team.
How do I contact support?
Send all support requests to service@auroravivid.com.