Welcome to the Tharven FAQ page. Here you'll find answers about our products, orders, payments, shipping, returns, refunds, privacy, and customer support. For full details, please see our Shipping Policy, Refund Policy, Privacy Policy, and Terms of Service.
1. General Questions
What is Tharven?
Tharven is an online store offering a carefully curated selection of quality products, chosen for their craftsmanship, durability, and everyday value.
What is your vision?
Our vision is to become a trusted online destination where customers can shop with confidence, knowing they will receive quality products and dependable service.
What is your mission?
Our mission is to offer well-chosen products with clear, accurate information, reliable customer service, and a transparent shopping experience. We aim to build long-term customer relationships through honest communication and continuous improvement.
Where are you located?
2522 Vivaldi Lane, Gambrills, MD 21054, United States
How can I contact customer support?
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM Eastern Time (ET)
Saturday & Sunday: Closed
Phone: (443) 813-6351
Email: sales@tharven.online
We aim to respond to email inquiries within one business day. Messages received outside business hours are answered on the next business day. See our Contact Information page for more details.
Do I need an account to place an order?
No. You can check out as a guest, or create an account to track orders and save your details for faster checkout.
How do I update my account information?
Log in to your account to update your details. If you need help, contact us at sales@tharven.online.
2. Shipping
What is your order processing time?
Orders are processed within 1–2 business days. Processing time is the time needed to review, prepare, and pack your order before it ships.
How much does shipping cost?
We charge a flat shipping fee of $7.00 per order. The shipping charge is shown at checkout before you complete payment.
What is the estimated transit time?
Transit time is 6–10 business days. It begins once your order has been processed and handed to the shipping carrier.
What is the estimated total delivery time?
About 7–12 business days in total: 1–2 business days for processing plus 6–10 business days in transit. Delivery times are estimates and may be affected by carrier delays, weather, holidays, or incorrect addresses.
What is your order cut-off time?
Orders placed before 4:00 PM Eastern Time on a business day may begin processing the same day. Orders placed after the cut-off, or on weekends and holidays, begin processing the next business day.
Do you provide tracking information?
Yes. You'll receive a shipping confirmation email with a tracking number once your order ships. Please make sure the email address you enter at checkout is correct.
What if I enter an incorrect shipping address?
Contact us right away at sales@tharven.online. We can update the address only if your order has not yet shipped. Extra costs caused by an incorrect address provided by the customer may be the customer's responsibility.
Do you ship internationally?
We currently ship within the United States only, including APO/FPO/DPO addresses. See our Shipping Policy for details.
3. Returns & Exchanges
What is your return window?
You may request a return within 30 days of receiving your order. Items must meet the eligibility requirements in our Refund Policy.
How do I request a return?
- Email sales@tharven.online.
- Include your full name and order number.
- Explain the reason for your return.
- Wait for our return instructions before sending anything back.
Please do not send a return package without contacting us first.
Who pays for return shipping?
If your item arrived damaged, defective, or incorrect, we cover return shipping. For all other returns, the customer pays return shipping costs.
Do you charge a restocking fee?
No. There is no restocking fee.
What condition must a returned item be in?
Items must be unused, undamaged, and returned in their original packaging with any tags and accessories included.
Can I exchange an item for a different style or color?
The fastest way is to return the original item and place a new order for the one you want. Contact us with your order number if you need help.
4. Refunds
How long do refunds take?
Approved refunds are issued within 7 business days after we receive and inspect your return. Your bank or card issuer may take additional time to show the refund.
How will I receive my refund?
Refunds are issued to your original payment method.
Will I be notified when my refund is processed?
Yes. We'll email you when your return is received and again when your refund has been issued.
5. Payments & Orders
Is my payment information secure?
Yes. Payments are processed securely through trusted third-party payment providers. Tharven does not store your full card information.
When will I be charged?
Payment is processed when your order is placed and confirmed at checkout.
Can I change my order after placing it?
Changes may be possible if your order has not started processing. Contact us as soon as possible with your order number and the changes you need.
Can I cancel my order?
Yes, if it has not shipped yet. Email sales@tharven.online as soon as possible for a full refund. Once an order has shipped, it must be handled as a return under our Refund Policy.
6. Privacy
How do you protect my personal information?
We take reasonable measures to protect your contact, billing, and shipping details, as described in our Privacy Policy.
Do you share my information with third parties?
We share only the information needed to process and deliver your order with trusted partners such as payment processors and shipping carriers. We do not sell your personal information. See our Privacy Policy for full details.
Do you use cookies?
Yes. Cookies help keep your cart working, remember your preferences, and help us understand site traffic. Learn more in our Privacy Policy.
7. Products
What products do you offer?
Please browse our collections at tharven.online. Product styles, colors, and availability may change based on current inventory.
Are product images and colors accurate?
We aim for clear, accurate images and descriptions. Minor differences may occur due to lighting, screen settings, material texture, or manufacturing updates. Please review all images and the full description before ordering.
What materials are your products made from?
Materials vary by product and are listed on each product page.
Are your products covered by a warranty?
Warranty coverage varies by product. Contact us for details about a specific item.
8. Payment Methods
What payment methods do you accept?
All accepted payment methods are shown at checkout.
Can I use more than one payment method for an order?
No. Each order must be paid with a single payment method.
Will I receive a receipt?
Yes. An order confirmation with your purchase details is emailed to the address you provide at checkout.
9. Still Have Questions?
If you can't find what you need, the Tharven support team is here to help:
Tharven
2522 Vivaldi Lane, Gambrills, MD 21054, United States
Email: sales@tharven.online
Phone: (443) 813-6351
Hours: Monday – Friday, 9:00 AM – 5:00 PM Eastern Time
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