FAQ

Frequently Asked Questions

Products and Orders

What does capvze™ sell?

We offer outdoor and picnic essentials across three collections: Packing & Carry, Picnic Tableware, and Seating & Ground Gear. Product pages provide item-specific materials, dimensions, included components, and care information.

Are product colors and dimensions exact?

We make a reasonable effort to display products accurately. Screen settings and production variations may cause minor differences in color or finish. Please use the specifications on the product page when planning your purchase.

Can I change or cancel an order?

Contact us as soon as possible with your order number. We can request a change or cancellation if the order has not entered fulfillment, but changes cannot be guaranteed once processing or dispatch has begun.

Shipping and Delivery

How long does processing take?

Orders are generally processed within 2–4 business days. During holidays, promotions, or other busy periods, processing may take up to 5 business days.

How long does delivery take?

For U.S. orders, estimated transit is generally 10–15 business days after dispatch. Estimates are not guarantees and may be affected by carrier operations, weather, customs, or other events outside our control.

How much is shipping?

Available shipping methods and any applicable charges are displayed at checkout before you place your order.

Where does my order ship from?

Orders may be fulfilled by our fulfillment facilities or service partners. Items in one order may arrive in separate packages with separate tracking details.

How do I track my order?

When tracking is available, we send tracking details to the email address provided at checkout. Carrier scans may take time to appear after dispatch.

My tracking says “Delivered,” but I cannot find the package. What should I do?

Check your delivery area, mailbox, household members, building reception, and neighbors, then contact the carrier. If you still cannot locate it, email us with your order number and tracking details so we can review the next steps.

Returns and Refunds

What is your return period?

Eligible items may be returned within 30 calendar days after confirmed delivery. Please contact us before sending anything back so we can provide return instructions.

Who pays return shipping?

For a return based on preference or a change of mind, the customer is responsible for return shipping. If we confirm the item was damaged, defective, incorrect, or materially different from its description, we will provide an appropriate resolution without additional return expense to you.

When will I receive my refund?

After an approved return is received and inspected, refunds are generally issued to the original payment method within 5–10 business days. Your bank or payment provider may need additional time to post the funds.

What if an item is damaged, defective, or incorrect?

Contact us within 7 days after delivery. Include your order number, a brief description, and clear photos of the item, packaging, and shipping label when relevant.

Payments and Support

Which payment methods do you accept?

Payment methods available for your order are shown at checkout. Payment processing is handled by Shopify and the selected payment providers.

How can I reach customer service?

Email service@capvze.com or call 00852-3063876. Our hours are 8:00 AM – 10:00 PM Daily. We aim to respond to inquiries within 24 hours.

Additional Order Questions

When will my order be prepared?

Orders are generally processed within 2–4 business days after payment confirmation. During holidays, promotions, or unusually high order volume, processing may take up to 5 business days. Processing and carrier transit are separate periods.

Can items in one order arrive separately?

Yes. Depending on inventory, product location, destination, and package requirements, items may be fulfilled by different facilities or partners and may arrive in separate parcels with separate tracking numbers.

Can I change my shipping address?

Contact us immediately if you notice an address error. We will make reasonable efforts to request an update before fulfillment begins, but changes cannot be guaranteed after processing or shipment preparation has started. Reshipping charges may apply if an incorrect or incomplete address provided at checkout causes a parcel to be returned.

Do you ship to P.O. boxes, APO/FPO addresses, or U.S. territories?

Availability depends on the product, destination, and carriers available at the time of purchase. If a destination is supported, an available option should appear at checkout.

What if my parcel is delayed or appears lost?

Temporary tracking gaps may occur as parcels move between facilities or carriers. If tracking has not updated for an extended period or the shipment appears significantly delayed, contact us with your order number. If a parcel appears lost, we will review the available tracking and shipment information and provide an appropriate solution when the loss is confirmed.

What if I receive the wrong or an incomplete item?

Contact us promptly with your order number, a description, and photographs or video of the product, packaging, and shipping label where relevant. If an error attributable to us is confirmed, we will provide an appropriate replacement, refund, reshipment, or return solution without additional costs caused by that error.

What happens after I request a return?

Customer support reviews the request and provides instructions if approved. Eligible products may be requested for return within 30 calendar days after confirmed delivery. Preference-based return shipping is generally the customer's responsibility. Approved refunds are initiated to the original payment method within 5–10 business days after return inspection and approval.

How can I request a privacy-related change or deletion?

Email service@capvze.com with the subject “Privacy Request.” Describe the information or action you are requesting. We may need to verify your identity and will respond as required by applicable law.