Frequently Asked Questions

Question: How long does production take?

Answer: 1–2 business days on average. Personalized jewelry pieces may take up to 3–5 business days depending on the customization.

Question: It's been more than 2 days and my order still hasn't shipped. Why?

Answer: Our team doesn't work on weekends — we believe in family time! So if you ordered on a Friday after 3pm or on a Saturday, please expect your order to ship out by Tuesday or Wednesday.

Question: How long does shipping take?

Answer:

  • For standard orders, delivery takes around 5–7 business days. Almost 90% of our packages arrive earlier than the estimated date.
  • For international orders: 7–14 business days depending on your location.

Question: I made a mistake with my order info. How do I correct it?

Answer: Please email us at support@artivia.online within 3 hours of placing your order while it is still in the production stage. Once the order has been shipped, we are unable to make any changes.

Question: How do I cancel an order?

Answer: At Artivia, we pride ourselves on fast order processing. As soon as an order is placed, our team immediately begins preparing it. We can only approve cancellation requests within the first 3 hours after an order is placed. Please email us at support@artivia.online as soon as possible.

Question: I tried to contact support but couldn't get through.

Answer: Our customer service team is available Monday through Friday, 9am – 5pm. If you need help outside of those hours, please email support@artivia.online and we'll get back to you within 12 hours.

Question: How do I track my package?

Answer: Once your order has been shipped, you'll receive an email with your tracking number and courier details. You can use that to check your delivery status anytime.

Question: My order says delivered but I haven't received it.

Answer: Please try the following steps:

  1. Double-check your mailbox or any safe spots near your door.
  2. Wait 1–2 extra days — sometimes carriers mark packages as delivered slightly early.
  3. Contact your local post office with your tracking number for a more detailed update.

GOT MORE QUESTIONS? EMAIL US AT support@artivia.online — WE'RE HAPPY TO HELP!