Frequently Asked Questions

Welcome to the Rovzenali FAQ page. Here you can find answers to common questions about products, orders, payments, shipping, tracking, returns, and refunds.

Ordering

1. How do I place an order?

Choose the product you wish to purchase, review the available product details and options, add it to your cart, and follow the checkout instructions.

Once your order has been successfully submitted, an order confirmation will be sent to the email address provided at checkout.

2. Can I change or cancel my order?

If you need to change or cancel an order, please contact us as soon as possible at service@rovzenali.com.

We will make reasonable efforts to assist before processing or shipment preparation begins. However, changes or cancellations cannot be guaranteed once an order has entered processing or fulfillment.

3. I haven't received my order confirmation. What should I do?

Please check your inbox, spam folder, and promotions folder first.

If you still cannot locate your confirmation email, contact our customer support team and provide the email address used at checkout.

Product Questions

4. What types of products does Rovzenali offer?

Rovzenali specializes in decorative tissue box covers and tissue holders designed for everyday spaces such as bedrooms, bathrooms, living rooms, and offices.

5. Are all tissue holders compatible with every tissue box?

No. Compatibility depends on the individual product's dimensions, shape, and opening design.

Some designs are intended for standard cube tissue boxes, while others may accommodate different shapes or refill formats.

Please check the product dimensions and compatibility information on the relevant product page before purchasing.

6. What materials are your products made from?

Materials and finishes vary by design. Our collection includes different decorative styles and constructions.

Please refer to the individual product page for the exact material and finish of the item you are considering.

7. Are the tissues included with the holder?

Please review the product description and package information on the relevant product page for the exact items included with your purchase.

Unless explicitly stated, do not assume that tissue refills or additional accessories are included.

8. How should I care for my tissue holder?

Care requirements may vary depending on the material and construction.

Please follow the care instructions provided on the relevant product page or with the product. If you are unsure about the correct cleaning method, contact us before using cleaning products or abrasive materials.

Shipping and Delivery

9. Which countries do you ship to?

Our main markets are the United States, Canada, and Australia.

Available shipping destinations and methods will be displayed during checkout.

10. How long does order processing take?

Orders are typically processed within 1–3 business days after payment confirmation.

Processing time is separate from delivery time.

11. How long does delivery take?

For orders shipped to the United States, standard delivery generally takes approximately 5–12 business days after dispatch.

For Canada and Australia, delivery estimates depend on the destination and available shipping method. The applicable estimate will be displayed at checkout where available.

12. Do you offer free shipping?

Orders of US$29.99 or more qualify for free standard shipping.

Any geographic restrictions or applicable shipping conditions will be displayed during checkout.

13. How can I track my order?

Once your order has shipped and tracking information becomes available, you will receive a shipping confirmation email.

Please allow several business days for tracking information to become active or display its first update.

14. What if my tracking information has not updated?

Tracking information may take time to update after a shipping label is created.

If there has been no update for an extended period, please contact us with your order number so we can review the available shipping information.

15. What should I do if my package is marked as delivered but I cannot find it?

Please check your mailbox, entrance, porch, building reception, mailroom, household members, and nearby neighbours.

If you still cannot locate your package, contact us with your order number and tracking information. We will review the issue and advise you on the next steps.

Returns and Refunds

16. What is your return window?

Eligible products may be returned within 30 calendar days after delivery.

Please contact us within this period and obtain return authorization before sending an item back.

17. How do I request a return?

Email service@rovzenali.com with your order number, the product you wish to return, and the reason for your request.

Our customer support team will review your request and provide the appropriate instructions and return address.

18. Who pays for return shipping?

For preference-based returns, such as a change of mind or incorrect selection, customers are generally responsible for return shipping costs.

If an item arrives damaged, defective, incorrect, or incomplete and the claim is approved, we will provide an appropriate resolution at no additional cost to you.

19. How long do refunds take?

Approved refunds are generally issued to the original payment method within 5–10 business days after the returned item has been received and inspected.

Your bank or payment provider may require additional time to display the refund.

Payments

20. Which payment methods do you accept?

Available payment methods are displayed securely during checkout. Options may vary depending on your location, currency, device, and payment provider.

21. Is checkout secure?

Checkout is processed through Shopify and participating payment providers using security measures designed to help protect transaction information.

Customer Support

22. How can I contact Rovzenali?

You can contact our customer support team by email:

service@rovzenali.com

Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST.

We aim to respond within 1–2 business days.