Contact information
At Mycariva, we are committed to providing a smooth and reliable shopping experience from the moment you place your order through delivery and post-purchase support.
Whether you have questions about an order, shipping status, product information, payment, or store policies, our customer support team is here to assist you.
To help us handle your inquiry as efficiently as possible, please refer to the information and guidelines below.
1. Customer Support Inquiries
For questions regarding products, orders, shipping, payments, returns, refunds, or other customer service matters, please contact our support team through one of our official channels.
Email: support@mycariva.com
Telephone: +852 2156 3920
You may also submit a message through the contact form available on our website.
If your inquiry concerns an existing order, please include your order number and the email address used at checkout. This allows our team to locate your purchase and respond more efficiently.
2. Order Status & Tracking
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.
You can use the tracking information provided in that email to monitor the latest delivery status.
You may also track your shipment through 17TRACK:
Enter your tracking number on the tracking page to view the latest available carrier updates.
Please allow approximately 24–48 hours after shipment for tracking information to begin updating in the carrier's system. In some cases, a tracking number may be issued before the carrier completes its first physical scan of the package.
3. Frequently Asked Questions
Before contacting our support team, you may be able to find an immediate answer on our FAQ page.
Our FAQ covers many common topics, including:
- Order processing
- Shipping and delivery
- Tracking information
- Address changes
- Order cancellations
- Product questions
- Payment and billing
- Missing or damaged items
- Returns and refunds
- Order confirmation and communication
If you cannot find the information you need, please contact our customer support team directly.
4. Customer Service Hours
Our standard customer service hours are:
9:00 AM – 5:00 PM ET
Our team reviews customer inquiries during normal business hours and aims to respond as quickly as possible.
We respond to most inquiries within one business day.
If you have not received a response, please check your spam, junk, or promotional email folders, as customer service emails may occasionally be filtered by your email provider.
5. Response Time Policy
We understand that timely communication is especially important when your inquiry concerns an active order.
Our team aims to respond to most customer inquiries within one business day.
Response times may occasionally be longer during:
- Weekends
- Public holidays
- Promotional periods
- Periods of unusually high order or support volume
To help us assist you efficiently, please avoid sending multiple emails regarding the same issue while your original inquiry is still being reviewed.
Multiple messages regarding the same request may create duplicate support cases and can delay resolution.
We appreciate your patience while our team reviews your inquiry.
6. Order & Shipping Assistance
For questions relating to a specific order, please provide as much relevant information as possible when contacting us.
We recommend including:
- Your order number
- Your full name
- The email address used at checkout
- Your tracking number, if available
- A brief description of your question or issue
For damaged, missing, or incorrect items, we may also ask you to provide clear photos or video showing the issue, package, or shipping label when applicable.
Providing complete information helps our customer support team investigate your request more efficiently and provide a more accurate response.
7. Data Privacy & Security
Information submitted to Mycariva through email, our website contact form, or other official customer service channels is handled in accordance with our privacy practices.
Customer information may be used where necessary to:
- Provide customer support
- Process and fulfill orders
- Arrange shipment and delivery
- Process payments and approved refunds
- Investigate order-related issues
- Respond to customer requests
- Meet applicable legal and regulatory requirements
We take reasonable administrative and technical measures to help protect customer information and limit access to authorized personnel and service providers who require the information to perform the relevant service.
For additional information about how we collect, use, and protect personal information, please refer to our Privacy Policy.
8. Business Information
For transparency, our official business contact details are provided below.
Brand: Mycariva
Email: support@mycariva.com
Telephone: +852 2156 3920
Registered Address:
111 Argyle Street, 9/F
Mong Kok, Kowloon
Hong Kong SAR
Need Help?
Our customer support team is available to assist you with questions regarding your Mycariva shopping experience.
Email: support@mycariva.com
Telephone: +852 2156 3920
Customer Service Hours: 9:00 AM – 5:00 PM ET
For faster assistance with an existing purchase, please include your order number and the email address used at checkout when contacting us.