FREQUENTLY ASKED QUESTIONS

1. I’ve ordered your Povison product, what if something is broken when it arrives?

It's better to take a video of the packaging when you receive the goods. If there’s something broken, please contact our customer service with photos or video and we will follow your issue. 

Email: supportingcenter@povison.com

2. I’ve ordered your Povison product, what if something is missing when it arrives?

It's better to take a video of the packaging when you receive the items. If there’s something missing, please contact our customer service with relevant photos and we will send you the missing parts. 

Email: supportingcenter@povison.com

3. I received the wrong product, what shall I do?

If you received the wrong product, please contact customer service via supportingcenter@povison.com with details of your order including what you ordered, what you received, relevant photos (photos of the packages and items) and order number, we will follow your issue.

4. How will I be refunded?

The refund will go back onto the same card you used to place the order with us and will be paid back to you via a return transaction (within 5-10 business days depends on the paying channel). 

5. How can I change my delivery address?

If the package is shipped and it is on the way, please contact the carrier to correct the delivery address. If the package hasn’t been shipped yet, please contact us ASAP with your new delivery address. You may call us on +1-909-487-8062 or chat with us through Live Chat service, we will be pleased to assist you.

6. The color doesn’t match as I thought it would, can I return the product?

Due to the difference between shooting lights and display resolutions, there may be chromatic aberrations between the picture and the real object and the picture on our website is for reference only. You may refer 'Ratings & Reviews' for some real pictures shooting by our customers for how it would look like for real.

Besides, please choose carefully as we do not refund or exchange if you change your mind or make a wrong selection. If you insist to cancel an order or return an item, you need to pay for the relevant administrative fees. At the same time, you need to have the original package to return the item. For more details, you can refer to Returns and Exchanges.

7. The item never arrived (lost in transit), what shall I do?

No worries, please contact our customer service with the order number and we will follow up the issue.

8. How do I change or cancel my order after I’ve placed it?

We will accept changes or the cancellation of your order for items that have not been processed by US warehouse yet. If the items are dispatched but you haven’t received the package, please tell the carrier and refuse to pick up the package, and then contact our customer service via email or call to change or cancel your order. However, service charge will be involved and you can refer to Returns and Exchanges for more details.

*Please Note In-stock merchandise typically ships within 2–3 business days from the time an order is processed. Custom products are made just for you and therefore cannot be canceled.

9. Will my furniture fit?

All of our items on the site have detailed dimensions. Please take a look at the dimensions of the item to check if it fits before you place an order. Please note that the dimensions of our products are manually measured, there may be an error of ± 0.79 inch between the real product and the measurement data. The measurement data is for reference only.

10. What can I do if the carrier lost my package?

This rarely happens however if this situation was to arise, please contact our customer service via supportingcenter@povison.com with the order number. 

11. When will my order arrive?

Items are shipped as soon as they're available. You will receive an email with a tracking number letting you know when your order is on its way. We strive for fast, efficient delivery for all items. Depending on where you live and product availability, you can find a general time frame for your specific delivery when you place your order.

12. How to check my order?

You can track your order on our website by following the steps below.

- Click the button on the top right of the page (the third one from right to left) --- to track and manage your order.

- Fill in your order number and email address on our records---to track your order and the status of the delivery.

- Click the 'track order' button---get into the delivery details.

- Click on each package to track their delivery separately.

Please note that:

- Your ordered item may contain multiple packages, one package per tracking.

- No worries, the name of the package is part of the item in general and not exactly the item name in full and official.

13. Do you ship internationally?

I can't wait to share with you that we can ship to United States and Canada now!

- United States: purchasing and shipping is available only within the 48 contiguous United States and Washington DC.

*Po. Boxes, Military addresses (APO, FPO) cannot be delivered. Please leave a physical address for your order.

14. Is your website secure?

This site has security measures in place to protect against the loss, misuse, and alteration of the information under our control. All orders are transmitted over secure Internet connections using SSL (Secure Sockets Layer) encryption technology. All of your personal information, including your credit card information and sign-in password, is stored in encrypted format at all times. This website, and more importantly, all user information, is further protected by a multilayer firewall-based security system.