FAQs

At Sunvivi, we believe that using your kitchen appliances should feel simple, convenient, and worry-free. Whether you're shopping for a new appliance, getting ready to use your product for the first time, or looking for help with an existing order, we're here to make things easier. Our FAQ page brings together answers to common questions about our products, usage instructions, cleaning and care, shipping and delivery, returns, and warranty coverage. We want you to find the information you need quickly, without the hassle of searching through multiple pages or manuals. If you can't find the answer you're looking for, our customer support team is always happy to help. We're committed to making your Sunvivi experience as smooth and enjoyable as possible, from your first visit to every meal you make along the way.

Orders & Shipping

Where is my order?

Once your order ships, you’ll receive a tracking email with your tracking number and shipping updates.

Tracking information may take up to 48 hours to update after shipment.
How long does shipping take?

Most orders are processed and shipped within 1–5 business days. Shipping times may vary depending on your location and carrier.

Estimated Delivery Time ( Standard Shipping)

  • East Coast :2-3 business days
  • Midwest: 2-4 business days
  • West Coast: 2-5 business days

During holidays or high-volume periods, shipping may take a little longer.
Can I change my shipping address?

If your order hasn’t shipped yet, contact us as soon as possible and we’ll do our best to help.

Products & Usage

Why is there a smell or light smoke during first use?

A slight smell or small amount of smoke during the first heating cycle is normal for many kitchen appliances.

This can happen as protective materials and coatings used during manufacturing are heated for the first time.

It should disappear after initial use.
Are SUNVIVI products dishwasher safe?

Many removable accessories and cooking parts are dishwasher safe.

Please check your product manual for specific product parts.

Cleaning & Care

How do I clean my appliance?

Always unplug the appliance and allow it to cool completely before cleaning.

Wash removable parts with warm soapy water unless otherwise stated in the manual.

Never immerse electrical components in water.
What kind of cleaners can I use?

We recommend using soft cloths or non-abrasive sponges to help protect the surface and coating of your appliance.

Returns & Warranty

How do returns work?

We offer a 30-day return window after delivery.

If something isn’t right, contact our support team and we’ll guide you through the next steps.

For more information, please vist our returns & exchanges page.
What does the warranty cover?

Our warranty covers manufacturing defects under normal household use.

For full details, please visit our warranty page.
How can I cancel my order?

If you would like to cancel your order, please email us at support@sunvivi.com, or call us at (707) 392-8405.
How long does it take to receive a refund after canceling my order?

Once we receive your cancellation request and confirm with you, we will process the refund immediately.

The time it takes for the refund to appear in your account depends on your bank's processing times.

Payment

What payment methods do you accept?

We accept a variety of payment methods including:

  • Credit Card ( Visa, MasterCard, American Express, Discover, JCB, Diners Club)
  • PayPal 
  • Apple Pay
  • Financing Options (Afterpay, Klarna, Affirm）
Is my payment information secure?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.
Do you offer installment payment options?

Yes, we offer installment payment options for certain purchases. Please check our website or contact our customer service for more information.