Frequently Asked Questions (FAQ)

1. How long will it take to receive my order?

Delivery times vary depending on your location. Generally, orders are delivered within 7–15 business days after payment confirmation. Once your order ships, you'll receive a tracking number so you can follow your package every step of the way.

2. How can I track my order?

Once your order has shipped, you'll receive a tracking number by email. You can use it to track your package and stay updated on its delivery status in real time.

3. My tracking number hasn't updated yet. Is that normal?

Yes! After your order ships, it may take 2–7 business days for the first tracking updates to appear in the carrier's system. This is a normal part of the shipping process.

4. Can I cancel my order?

Yes. You can request a cancellation before your order ships. If your order has already been shipped, you'll need to wait until it arrives and then request a return in accordance with our Return and Refund Policy.

5. Can I exchange a product?

Yes. If your product has a manufacturing defect or you received an item different from what you ordered, please contact our support team within the timeframe specified in our Return and Refund Policy.

6. Do your products come with a warranty?

Yes. All our products come with a warranty against manufacturing defects, as provided under applicable consumer protection laws.

7. What payment methods do you accept?

We accept the following payment methods:

• Credit cards

• Pix

• Bank slips (when available)

Available payment options will be displayed at checkout.

8. My payment was approved, but I haven't received an order confirmation.

Your order confirmation is automatically sent to the email address provided at checkout. If you haven't received it, please check your spam or junk folder. If you still can't find it, contact our customer support team.

9. Can I change my shipping address?

Yes, as long as your order hasn't shipped yet. Please contact us as soon as possible to request an address change.

10. What happens if I enter the wrong shipping address?

If your shipping address is incorrect or incomplete and your package cannot be delivered, your order may be returned to our fulfillment center. In this case, additional shipping fees may apply if you request that your order be shipped again.

11. My order arrived damaged. What should I do?

Please contact our support team within 7 calendar days of receiving your order. Include photos or videos clearly showing the damage. Our team will review your case and provide an appropriate solution.

12. Are your products brand new?

Yes! All products sold in our store are brand new and shipped following strict quality control standards.

13. Is it safe to shop on your website?

Yes. Our website uses encryption technology to protect your personal information and provide a secure shopping experience. Payment information is processed through specialized, trusted payment platforms.

14. How can I contact customer support?

You can reach our customer support team by email at support@tivu.com.br. We'll be happy to assist you and respond to your inquiry as quickly as possible.

15. I couldn't find the answer to my question. What should I do?

If your question isn't answered on this page, please contact our customer support team. We're always happy to help and provide the assistance you need to ensure the best possible shopping experience.

Email: support@tivu.com.br

Website: tivukids.com