CUSTOMER CARE
CHAT US
Need help? Our team is available
Mon - Sat: 9AM - 5:00PM
Sun: Closed
Major Holidays – Closed
EMAIL US
Customer Care: support@celivine.com
*Please allow 1-2 business days for a response.
ORDERS + PAYMENTS
HOW DO I PLACE AN ORDER?
CAN I MODIFY MY ORDER ONCE PLACED?
WHAT PAYMENT METHODS DO YOU ACCEPT?
HOW DO AFTERPAY AND SHOP PAY INSTALLMENTS WORK?
HOW DO DISCOUNT CODES AND PROMOTIONS WORK?
IS MY PAYMENT INFORMATION SECURE?
WHAT IF I HAVE OTHER QUESTIONS REGARDING MY ORDER?
To place an order, browse our products, add items to your cart, and proceed to checkout. You'll need to provide your shipping address, payment information, and contact details. Once you complete your order, you'll receive a confirmation email with your order details and tracking information when your item ships.
Unfortunately, orders cannot be cancelled, modified, or changed once they have been placed and confirmed. We begin processing orders immediately upon confirmation, and our fulfillment systems do not allow modifications. Please review your order carefully before completing your purchase.
We accept all major credit cards including Visa, Mastercard, American Express, and Discover. We also accept payments through PayPal and other secure payment methods available at checkout. All payments are processed securely through our encrypted payment system.
Afterpay and Shop Pay allow you to split your purchase into multiple payments over time. These options are available at checkout for qualifying orders and customers.
With these services, you can complete your purchase today and pay over several weeks or months with no interest when payments are made on time. Approval and terms are determined by the respective payment providers.
With these services, you can complete your purchase today and pay over several weeks or months with no interest when payments are made on time. Approval and terms are determined by the respective payment providers.
Apply discount codes at checkout to receive promotional pricing. Items marked as Sale or Final Sale are excluded from discount codes unless otherwise specified.
Taxes, shipping, and handling fees are excluded from any discount. Celivine reserves the right to modify or cancel promotions at any time without notice. Discount codes cannot be combined with other offers unless explicitly stated.
Taxes, shipping, and handling fees are excluded from any discount. Celivine reserves the right to modify or cancel promotions at any time without notice. Discount codes cannot be combined with other offers unless explicitly stated.
Yes, we use industry-standard SSL encryption to protect your payment information. We do not store your credit card information on our servers. All payments are processed through secure, PCI-compliant payment processors to ensure your financial information remains safe.
For any other questions about your order, please contact our customer service team at support@celivine.com. We're available Monday through Saturday, 9:00 AM to 5:00 PM, and typically respond within 1-2 business days.
SHIPPING INFORMATION
HOW LONG DOES SHIPPING TAKE?
DO YOU OFFER FREE SHIPPING?
WHERE DO YOU SHIP?
HOW CAN I TRACK MY ORDER?
WHAT IF MY PACKAGE IS LOST OR STOLEN?
CAN I CHANGE MY SHIPPING ADDRESS AFTER ORDERING?
Orders take 1-3 business days to process, then 5-10 business days for standard shipping within the continental US. Total delivery time is 6-13 business days.
Alaska, Hawaii, U.S. territories, and military bases may take significantly longer (2-8 weeks) due to extended routing and special handling requirements.
Alaska, Hawaii, U.S. territories, and military bases may take significantly longer (2-8 weeks) due to extended routing and special handling requirements.
Yes! We offer free standard shipping on orders of $85 or more within the continental United States. Orders under $85 will be charged applicable shipping fees.
Free shipping may not apply to Alaska, Hawaii, U.S. territories, and military bases, though these locations may be included in special promotions.
Free shipping may not apply to Alaska, Hawaii, U.S. territories, and military bases, though these locations may be included in special promotions.
We ship within the United States, including Alaska, Hawaii, U.S. territories (Puerto Rico, Guam, etc.), and military bases (APO/FPO/DPO addresses). We do not ship internationally.
Locations outside the continental US may have additional shipping charges and extended delivery times.
Locations outside the continental US may have additional shipping charges and extended delivery times.
Once your order ships, you'll receive a tracking number via email. You can use this number to track your package on the carrier's website. Tracking information may not update in real-time and may show delays at various checkpoints.
Once we transfer your package to the shipping carrier, you assume all risk of loss. We are not responsible for packages that are lost, stolen, damaged, or marked as delivered.
If your package shows as delivered but you haven't received it, please contact the carrier directly and check with neighbors or building management.
If your package shows as delivered but you haven't received it, please contact the carrier directly and check with neighbors or building management.
No, shipping addresses cannot be changed once an order is placed. Please ensure your shipping address is correct before completing your purchase. We cannot redirect packages once they are in transit.
RETURN POLICY + CENTER
WHAT IS YOUR RETURN POLICY?
DO YOU OFFER EXCHANGES?
HOW MUCH WILL I GET REFUNDED?
WHO PAYS FOR RETURN SHIPPING?
WHAT IS STORE CREDIT AND HOW DOES IT WORK?
HOW DO I RECEIVE MY STORE CREDIT OR E-GIFT CARD?
WHAT IF MY ITEM ARRIVES DAMAGED?
CAN ALL ITEMS BE RETURNED?
We accept returns within 7 days from the delivery date shown in tracking. Items must be unused, in original condition with all tags and packaging.
To initiate a return, you can either contact support@celivine.com or use your customer account. In your profile, click on "Orders," then click on the specific order you want to return, and click "Return" to start the process.
Returns take 7-10 business days to process after we receive the item, and refunds to payment methods take an additional 7-10 business days. We reserve the right to deny any return at our discretion based on item condition and policy compliance.
To initiate a return, you can either contact support@celivine.com or use your customer account. In your profile, click on "Orders," then click on the specific order you want to return, and click "Return" to start the process.
Returns take 7-10 business days to process after we receive the item, and refunds to payment methods take an additional 7-10 business days. We reserve the right to deny any return at our discretion based on item condition and policy compliance.
We do not offer exchanges on any products. If you need a different size, color, or model, you must return the original item for refund and place a new order.
New orders are subject to current pricing and availability.
New orders are subject to current pricing and availability.
Refunds are calculated based on the item price you paid, minus applicable deductions. If you choose a refund to your original payment method, a $7.95 processing fee will be deducted.
Store credit (E-Gift Card) has no processing fees. Original shipping charges are not refunded, and discounts/promotions are calculated proportionally.
Store credit (E-Gift Card) has no processing fees. Original shipping charges are not refunded, and discounts/promotions are calculated proportionally.
Customers are responsible for return shipping costs unless the return is due to our error (wrong item, defective product). You choose your return shipping method and cost.
We'll provide a return label after approval, but you pay for the shipping.
We'll provide a return label after approval, but you pay for the shipping.
Store credit is issued as a Celivine E-Gift Card sent to your email. E-Gift Cards never expire, have no processing fees, and can be used for future purchases.
This option gives you the full refund amount without any deductions for processing fees.
This option gives you the full refund amount without any deductions for processing fees.
Store credit is issued as a Celivine E-Gift Card once your return has been approved by our team. The E-Gift Card will be emailed instantly upon approval to the email address associated with your account.
E-Gift Cards never expire, have no processing fees, and can be used for future purchases. Make sure your email address is current in your account to ensure you receive your E-Gift Card promptly.
E-Gift Cards never expire, have no processing fees, and can be used for future purchases. Make sure your email address is current in your account to ensure you receive your E-Gift Card promptly.
We stand behind our products and want you to be satisfied with them! If you received a damaged or defective item, please contact our customer care team at support@celivine.com within 24 hours of receiving the damaged item so we can rectify it for you right away.
Celivine is not responsible for what happens to your item as well as the damages it may cause after purchase. Please note that exact colors of merchandise may vary due to photography lenses, indoor/outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects, and the buyer will pay return shipping if a return to our warehouse is attempted.
Celivine is not responsible for what happens to your item as well as the damages it may cause after purchase. Please note that exact colors of merchandise may vary due to photography lenses, indoor/outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects, and the buyer will pay return shipping if a return to our warehouse is attempted.
No, some items cannot be returned including personalized/customized products, final sale items, gift cards, used/worn items, and items without original packaging.
We reserve the right to deny any return at our discretion. Gift cards are never refundable after purchase.
We reserve the right to deny any return at our discretion. Gift cards are never refundable after purchase.
PRODUCT INFORMATION
ARE PRODUCT COLORS ACCURATE ON YOUR WEBSITE?
DO YOU OFFER PRODUCT WARRANTIES?
HOW ACCURATE ARE PRODUCT DIMENSIONS?
WHAT IF AN ITEM IS OUT OF STOCK AFTER I ORDER?
We strive to display accurate product colors, but actual colors may vary from what appears on your screen due to device settings, display configurations, and photographic limitations.
Monitor calibration and lighting can affect how colors appear. We cannot guarantee exact color matching.
Monitor calibration and lighting can affect how colors appear. We cannot guarantee exact color matching.
All products are sold "as is" without warranties. We do not provide warranties on product performance, quality, or fitness for particular purposes.
Some products may have manufacturer warranties, but these are separate from our sales and handled directly with the manufacturer.
Some products may have manufacturer warranties, but these are separate from our sales and handled directly with the manufacturer.
Product dimensions, weights, and specifications are approximate and may vary slightly. We provide the most accurate information available, but minor variations are possible due to manufacturing tolerances.
Product availability is not guaranteed and may change without notice. If an item becomes unavailable after you order, we will contact you to discuss options including waiting for restock, substituting a similar item, or canceling that portion of your order with a refund.
CUSTOMER SERVICE
WHAT ARE YOUR CUSTOMER SERVICE HOURS?
HOW CAN I CONTACT CUSTOMER SERVICE?
DO I NEED AN ACCOUNT TO MAKE A PURCHASE?
I'M HAVING TROUBLE WITH YOUR WEBSITE
Our customer service team is available Monday through Saturday, 9:00 AM to 5:00 PM. We are closed on Sundays and all major holidays.
Customers can contact us via support@celivine.com or our live chat box displayed on our website. These hours are the same for both email and live chat support. A live support agent can assist with any issues related to orders, returns, shipping, product questions, and more.
We typically respond to emails within 1-2 business days during our operating hours, while live chat provides immediate assistance during business hours.
Customers can contact us via support@celivine.com or our live chat box displayed on our website. These hours are the same for both email and live chat support. A live support agent can assist with any issues related to orders, returns, shipping, product questions, and more.
We typically respond to emails within 1-2 business days during our operating hours, while live chat provides immediate assistance during business hours.
You can contact us via email at support@celivine.com or through our live chat box displayed on our website for all customer service inquiries including order questions, returns, shipping issues, and general assistance.
Please include your order number when contacting us about specific orders. We respond to emails within 1-2 business days, while live chat provides immediate assistance during our business hours (Monday-Saturday, 9:00 AM to 5:00 PM).
Please include your order number when contacting us about specific orders. We respond to emails within 1-2 business days, while live chat provides immediate assistance during our business hours (Monday-Saturday, 9:00 AM to 5:00 PM).
You can make purchases as a guest, but creating an account allows you to track orders, view purchase history, save shipping addresses, and manage returns more easily.
Account creation is free and helps us provide better customer service.
Account creation is free and helps us provide better customer service.
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If problems persist, contact support@celivine.com with details about the issue, including your browser type and any error messages you see.
If problems persist, contact support@celivine.com with details about the issue, including your browser type and any error messages you see.
