FAQ
Frequently Asked Questions (FAQ)
Welcome to the Xoqelvanivilo FAQ Center.
Here you can find answers to common questions about orders, payments, shipping, and product support.
If you cannot find the information you need, please contact our customer service team at:
Email: support@xoqelvanivilo.com
When contacting us, please include your Order Number and the Email Address used during checkout so we can assist you faster.
Ordering & Payments
Q: How can I use a discount code?
To apply your discount code, please follow these steps:
- Choose the item you would like to purchase and click “Add to Cart.”
- Proceed to checkout and enter your payment information.
- On mobile devices: Tap “Show order summary” and enter your discount code in the discount field.
- On desktop devices: Enter your discount code in the designated discount box during checkout.
- Once the discount has been applied successfully, continue completing your payment through your preferred payment method.
Q: What payment methods do you accept?
We provide several secure payment options for your convenience, including:
- PayPal
- Visa
- MasterCard
- American Express
- Diner’s Club
- Major credit and debit cards
- Apple Pay
- Google Pay
All payments are processed through secure payment systems to protect your information.
Q: How much does shipping cost?
Our standard worldwide shipping fee is:
$5.99 USD
The final shipping cost may vary depending on your location or current promotions.
The exact shipping charge will always be displayed clearly during checkout before you complete your order.
Shipping & Delivery
Q: Do you ship internationally?
Yes. We provide worldwide shipping.
Depending on product availability and your delivery location, orders may be shipped from different fulfillment locations to help provide efficient delivery service.
Q: How long will my order take to arrive?
After your order has been processed and shipped, estimated delivery usually takes:
10–20 business days
Please note that delivery times may vary depending on customs processing, local carriers, and other factors outside our control.
Q: How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.
You can use your tracking number to monitor your package through:
Please allow some time for tracking information to become available after shipment.
Q: Why is my tracking information not updating?
Tracking updates may not appear immediately after shipment.
Please allow approximately 24–48 hours for the carrier system to update.
It is also normal for tracking information to remain unchanged for several days while your package is moving between different shipping facilities.
Q: Why did I only receive part of my order?
If your order contains multiple products, your items may arrive in separate packages.
We may ship products individually from different fulfillment locations to help reduce delivery time.
Each package will have its own tracking number, which will be provided through separate shipping confirmation emails.
Order Changes & Cancellations
Q: Can I update my shipping address, name, or phone number?
Order changes are time-sensitive.
If you need to update your shipping information, please contact us immediately with the subject:
“Urgent: Address Change”
Please include:
- Order number
- Email address used for purchase
- Correct shipping details
We will do our best to update your information before your order enters the shipping process.
Once an order has been shipped, we are unable to make changes. In this situation, please contact the shipping carrier directly for further assistance.
Q: Can I change product details after placing my order?
If you need to modify product details such as:
- Size
- Color
- Quantity
- Product selection
please contact us as soon as possible with the subject:
“Urgent: Order Change”
Include:
- Order number
- Checkout email address
- Requested changes
We can only make adjustments before your order has entered fulfillment. Because processing begins quickly, the available time window may be limited.
Q: Can I cancel my order?
If your order has not yet been shipped, we may be able to process a cancellation.
Please contact us as soon as possible.
Once an order has been dispatched, cancellation requests can no longer be accepted.
Issues After Delivery
Q: What should I do if my order arrives damaged?
We are sorry if your package arrives damaged.
Please contact our support team at:
Please provide:
- Order number
- Email address used for checkout
- Photos or videos showing the damage
- Photo of the shipping label on the package
Our team will review the issue and provide assistance.
Q: What if my product has a quality problem?
We care deeply about product quality.
If you believe your item has a defect or quality issue, please contact us with:
- Order number
- Purchase email address
- Description of the issue
- Clear photos or videos showing the problem
Our team will review your request and help provide an appropriate solution.
Q: I received the wrong item or something is missing. What should I do?
We apologize if there was an issue with your order.
Please contact us and include:
- Order number
- Email address used during checkout
- Photo or video of the incorrect item received
- Details of any missing products
We will investigate and assist you as quickly as possible.
Account & Email Support
Q: I did not receive my order confirmation email. What should I do?
First, please check your spam or junk email folder.
If you still cannot find your confirmation email, contact us with the email address used during checkout, and our team will help locate your order information.
Q: I have not received my tracking number yet. What should I do?
Tracking numbers are usually sent within 1–2 business days after order processing.
If you have not received your tracking information after this time:
- Check your spam or junk folder.
- Confirm that your email address was entered correctly.
- Contact our support team for assistance.
Contact Us
If you have any additional questions, please feel free to reach out:
Email: support@xoqelvanivilo.com
Phone: +1 (830) 444-4654
We are always happy to help and are committed to providing you with the best possible shopping experience.
Company Information
Company Name: BPA HONGKONG LIMITED
Business Address:
Unit 2904-05, 29/F, Universal Trade Centre,
3 Arbuthnot Road, Central, Hong Kong
Website:
https://xoqelvanivilo.com