FAQ

Effective Date: July 16, 2026

What kinds of household products does Scyanfang offer?
Scyanfang carries a rotating assortment of practical home goods, grouped by room and function so it is easier to find what you need. Depending on current stock and the season, our range may include:

kitchen and dining items such as cookware, preparation tools, food storage containers, table linens, and drinkware;
bedroom and bathroom items such as bedding sets, pillow covers, towels, bath mats, and laundry organisers;
storage and organisation items such as storage bins, closet organisers, shelf dividers, and drawer inserts;
cleaning and daily consumables such as cleaning tools, brushes and mops; and
home small items such as small lamps, night lights, hooks and racks, and tabletop accents.
Colours, sizes, materials, package contents, and options may vary by product and season. Please check the product page for the most current details.

How do I know whether an item will fit my space?
Fit is the most common reason a home product has to be returned, so it is worth a few minutes with a tape measure before you order.

Measure the internal clear opening where the product will actually sit, meaning the inside width, depth, and height, rather than the outside edge of the cabinet, shelf, or doorway. Remember that a door frame, hinge, or skirting board can reduce the usable space.

Please also compare the stated capacity and dimensions on the product page with what you plan to store. If you are unsure, contact us with your measurements before ordering and we will help you read the specifications.

What materials are used, and how should I care for them?
Materials vary by product and are described on each product page. Depending on the item, you may see stainless steel, glass, food-grade plastic, silicone, cotton, microfibre, bamboo, or metal components.

Care instructions are listed per product where applicable. Some textiles can be machine washed, while others are hand wash only. Some plastic or glass items may be dishwasher safe, and others are not. Many materials should not be exposed to high heat. Please follow the specific care and usage guidance on the product page, and test any uncertain surface or material in a small area first.

Do I need tools or drilling to install items?
It depends on the item. Many household products, such as storage bins, shelf dividers, drawer inserts, and free-standing small lamps that plug in, require no installation at all. Other items, such as wall hooks, racks, and some lights, may need to be fixed to a wall.

Where an item requires fixing, the product page may state whether installation hardware is included and whether drilling is needed. Some hooks use adhesive backing for lighter loads, while heavier items should be fixed with the appropriate screws and wall anchors for your wall type. If you are unsure whether an item suits your wall or the load you plan to place on it, contact us before ordering.

Will new items have an odour when they arrive?
It is normal for some new products to have a mild odour when first unpacked, especially those made of plastic, rubber, or tightly packed textiles.

We suggest airing the item in a well-ventilated room before use. For textiles, a single wash according to the care instructions often removes the smell. If an odour is unusually strong, does not fade after a reasonable period, or suggests a fault, please contact us with your order number and a description so we can review the matter.

Where does Scyanfang ship?
We currently ship to:

United States
Canada
Mexico
Orders with delivery addresses outside these countries cannot currently be completed at checkout.

Fulfilment locations and carriers may vary depending on product availability, delivery destination, and operational requirements.

How long does order processing take?
Most in-stock orders are processed within 2–7 business days. Business days exclude weekends and public holidays.

Personalised, customised, or made-to-order products may require additional preparation time where stated on the applicable product page. Processing may also take longer during peak shopping periods, public holidays, inventory checks, or additional quality-control procedures.

How long does delivery take?
Estimated transit times after dispatch are:

United States: 7–20 business days
Canada: 10–30 business days
Mexico: 20–30 business days
Processing time and transit time are separate. Including the standard 2–7 business day processing period, approximate total delivery times are:

United States: 9–27 business days
Canada: 12–37 business days
Mexico: 22–37 business days
Delivery estimates are not guarantees. Customs processing, carrier disruptions, severe weather, public holidays, remote destinations, or other circumstances outside our reasonable control may cause delays.

How much does shipping cost?
Orders totalling US$50 or more qualify for free standard shipping.

For orders below US$50, standard shipping charges are:

United States: US$7.00
Canada: US$8.00
Mexico: US$12.00
The applicable shipping charge will be displayed at checkout before payment is completed.

How can I track my order?
After your order is dispatched, we will send available tracking information to the email address provided at checkout.

You may also log in to your customer account and review the “Orders” section for available updates.

Why has my tracking information not updated?
Tracking activity may take several business days to appear after dispatch. Updates may also pause while a parcel moves between carrier facilities, undergoes customs processing, or transfers to a local delivery provider.

If tracking has not changed for an extended period, contact us with your order number and tracking information. We will review the available information and, where appropriate, open an investigation with the carrier.

Will all products arrive in one package?
Products from the same order may be shipped in separate parcels depending on product availability, fulfilment arrangements, and delivery requirements.

If this happens, you may receive more than one tracking number, and the parcels may arrive on different dates.

What should I do if tracking shows “delivered” but I cannot find the parcel?
Please first:

Check your doorstep, mailbox, reception area, parcel locker, and other safe delivery locations;
Ask household members, neighbours, or building management;
Check for a carrier delivery notice; and
Contact the carrier using the tracking number.
If the parcel still cannot be located, contact us with your order number. We will review the available information and help open an appropriate investigation.

Can I change or cancel my order?
If you need to correct an address, change a product selection, adjust a quantity, or request a cancellation, contact us as soon as possible at:

service@scyanfang.com
Please include your order number and clearly describe the requested change.

We will make reasonable efforts to assist you. However, once an order has entered processing, production, or shipment, we cannot guarantee that it can be changed or canceled.

Can I return a product?
You may request a return for an eligible product within 30 days after delivery.

Please contact us before sending anything back. If your request is approved, we will provide the applicable return address and instructions by email.

Products sent without prior authorisation, or to an incorrect address, may be refused, delayed, lost, or returned to the sender. Complete conditions are provided in our Returns and Cancellation Policy.

What condition must a returned product be in?
For a change-of-heart return, a product must generally be unused, unwashed, unaltered, and undamaged, and returned with its original packaging and all components, accessories, and hardware.

Products that were installed or assembled must be disassembled before return, and missing parts or hardware may reduce the amount that can be refunded. For hygiene reasons, bedding and bath textiles that have been opened and used cannot be accepted for a change-of-heart return.

Can personalised or customised products be returned?
Personalised, customised, and made-to-order products are generally not eligible for a change-of-heart return.

This restriction does not affect your rights if the product arrives damaged, defective, incorrectly produced, incomplete, or materially different from the order you confirmed.

Who pays for return shipping?
For an approved change-of-heart return, the customer is responsible for return shipping costs.

If a product is confirmed to be damaged, defective, incorrect, or incomplete because of our error or our fulfilment partner’s error, we will cover the authorised replacement or return shipping costs.

Scyanfang does not charge a restocking fee.

How do exchanges work?
Exchanges are subject to product availability.

For an ordinary change-of-heart exchange, the original product must normally be returned and inspected before a replacement is processed. The customer is responsible for the applicable return shipping and new shipping costs.

For a confirmed damaged, defective, incorrect, or incomplete product, we will provide an appropriate remedy and cover authorised exchange-related shipping costs.

If the requested replacement is unavailable, we may issue an eligible refund and invite you to place a new order.

What if my product arrives damaged, defective, incorrect, or incomplete?
Contact us promptly and provide:

Your order number;
A clear description of the issue;
Photographs or videos showing the product and the problem;
Photographs of the shipping label and outer packaging where relevant; and
Confirmation of your delivery address.
After reviewing the information, we will provide an appropriate solution. Depending on the circumstances and product availability, this may include sending a missing part or item, providing a replacement, arranging an exchange, or issuing a refund for the affected product.

If the problem is confirmed to have resulted from our error or our fulfilment partner’s error, we will cover authorised replacement or return shipping costs.

What will an approved refund cover?
An approved refund covers the purchase price of the eligible returned product.

Original shipping charges are refundable only when the return results from our confirmed error or where applicable law requires otherwise. Original shipping charges are not refundable for a change-of-heart return.

Customs duties, import taxes, brokerage charges, and other amounts paid directly to third parties generally cannot be refunded by Scyanfang.

Approved refunds are normally issued to the original payment method within 5–10 business days after approval. Your bank, card issuer, or payment provider may require additional processing time.

Will I have to pay customs duties or import taxes?
Orders shipped to Canada or Mexico may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country, customs authority, or carrier.

Unless expressly stated as included at checkout, these charges are the recipient’s responsibility.

What happens if I enter an incorrect address or do not collect my parcel?
Contact us immediately if you notice an error in your delivery information. We cannot guarantee that an address can be changed after processing or shipment begins.

If a parcel is returned because of an incorrect or incomplete address, refusal of delivery, failure to collect it, repeated unsuccessful delivery attempts, unpaid customs charges, or another customer-attributable reason:

Refund eligibility will be assessed after the parcel is returned and inspected;
Applicable return shipping, customs, and handling costs may be deducted from an eligible refund where permitted by law; and
If redelivery is requested, the customer will be responsible for the applicable redelivery shipping charge.
Where should I send a return?
Do not send products to our registered business address or to an address printed on the original parcel unless our customer service team specifically instructs you to do so.

The appropriate return location may vary depending on the product, order, and customer location. If your return request is approved, we will provide the applicable return address and instructions by email.

How can I contact Scyanfang?
You can contact our customer service team at:

service@scyanfang.com
Store Website:
scyanfang.com
When contacting us about an existing order, please include your order number and the email address used at checkout.