FAQ

Frequently Asked Questions

Company Name: Zhengzhou Qingyao Zhihé Technology Co., Ltd.
Email: service@zovelyna.com

Orders

1. How do I know whether my order was placed successfully?

After completing checkout, you will receive an order confirmation at the email address provided. If you do not see it, check your spam or promotions folder before contacting us.

2. Can I change or cancel my order?

Please email service@zovelyna.com within 12 hours of placing your order. Include your order number and the requested change. We will make a reasonable effort to assist, but changes cannot be guaranteed once processing or fulfillment has started.

3. Why was my order canceled?

An order may be canceled because of unavailable inventory, incorrect pricing information, payment authorization issues, delivery restrictions, or suspected unauthorized activity. If payment was collected, the applicable amount will be returned to the original payment method.

Shipping and Delivery

4. How long does order processing take?

Orders generally require 2–4 business days for confirmation, preparation, and packaging. During holidays or periods of increased order volume, processing may take up to 5 business days.

5. How much does shipping cost?

A flat shipping fee of $5.99 applies to each order unless a different amount is displayed during checkout.

6. What are the estimated delivery times?

Estimated delivery times after shipment are:

  • United States: 10–15 business days

  • Canada, United Kingdom, and Australia: 11–16 business days

  • Other supported destinations: 15–20 business days

These timeframes are estimates. Carrier interruptions, customs reviews, weather conditions, and other circumstances may affect delivery.

7. How can I track my package?

When your order ships, we will send a confirmation email containing the available tracking information. Tracking activity may take 1–3 business days to appear after the shipping label is created.

8. Will I need to pay customs duties or import taxes?

International customers may be responsible for customs duties, import taxes, or clearance charges imposed by the destination country. These charges are not included unless checkout specifically states otherwise.

9. What should I do if my package is delayed?

Review the tracking page first, as carriers may post revised delivery information there. If tracking has not changed for an extended period, contact service@zovelyna.com with your order number so our team can review the shipment.

10. What happens if my package is confirmed lost?

If the shipping carrier confirms that the package was lost in transit, contact us with your order number and tracking details. After reviewing the carrier information, we will arrange an eligible replacement without an additional product charge.

Returns and Refunds

11. What is the Zovelyna return period?

Eligible products may be returned within 30 days after delivery. Items must remain unused, unworn, and in their original condition and packaging. Proof of purchase is required.

12. How do I begin a return?

Email service@zovelyna.com with your order number, the item you wish to return, and the reason for the request. If approved, we will provide return instructions and any applicable return documentation.

Please do not send products back before receiving authorization. Unauthorized returns may not be accepted.

13. Are any products excluded from returns?

Return restrictions may apply to:

  • Personalized or custom-made products

  • Perishable goods

  • Personal-care or hygiene-sensitive items

  • Hazardous or flammable materials

  • Gift cards

  • Clearance or final-sale merchandise

  • Original shipping charges

Contact us before returning an item if you are uncertain about its eligibility.

14. What should I do if my order arrives damaged or incorrect?

Inspect your order after delivery. If a product is damaged, defective, or different from what you ordered, email us within 72 hours of delivery.

Include:

  • Your order number

  • A description of the issue

  • Clear photographs of the product

  • Photographs of the shipping packaging, when relevant

Our team will review the information and provide the appropriate next step.

15. When will I receive my refund?

After an authorized return is received and inspected, we will notify you of the decision. Approved refunds are issued to the original payment method and may require up to 10 business days to process.

Banks and card providers may need additional time to post the funds. If more than 15 business days have passed since approval, contact us for assistance.

16. Can I exchange an item?

The most direct exchange method is to return the original product through the approved return process and place a separate order for the preferred item after the return is accepted.

Payments

17. Which currency is used at checkout?

Unless another currency is clearly displayed, orders are processed in United States Dollars (USD).

18. Which payment methods are accepted?

Available methods may include PayPal and major credit or debit cards. The payment options supported for your location will appear during checkout.

When available, PayPal may also allow guest checkout with an eligible credit or debit card without requiring a PayPal account.

19. Does Zovelyna store my complete card number?

No. Complete credit and debit card details are processed by authorized payment providers and are not directly stored by Zovelyna.

Products and Accounts

20. Why might the product color look slightly different?

Lighting, photography, manufacturing variations, and individual screen settings may cause minor differences between the displayed image and the delivered product.

21. Do I need an account to place an order?

Account requirements depend on the checkout options currently available. If guest checkout is offered, you may complete a purchase without creating a customer account.

Privacy and Customer Support

22. How can I manage my privacy preferences?

Where available, use the Your Privacy Choices page or cookie preference controls in the website footer. Recognized Global Privacy Control signals are processed where required by applicable law and supported by our store settings.

23. How can I unsubscribe from promotional emails?

Select the unsubscribe link at the bottom of any promotional email. You may continue to receive essential messages related to orders, account activity, returns, or customer-service requests.

24. How can I contact Zovelyna?

Brand: Zovelyna™
Legal Company: Zhengzhou Qingyao Zhihé Technology Co., Ltd.
Email: service@zovelyna.com
Customer Care Hours: Monday–Friday, 9:00 AM–6:00 PM EST

For order-related questions, include your order number so our team can locate the relevant information more efficiently.