Contact Us

We're Here to Help

Thank you for visiting tenqelo!

We appreciate your interest in our store and value the opportunity to assist you. Whether you have questions about our products, need help with a recent purchase, or would like to discuss a return or delivery concern, our customer support team is ready to hear from you.

At tenqelo, we believe that helpful communication and reliable customer care are important parts of a positive online shopping experience.

Please feel free to reach out whenever you need assistance.

1. Product Questions and General Inquiries

Before making a purchase, you may want to learn more about a product or clarify certain details.

We welcome questions regarding:

  • Product descriptions and specifications.

  • Product features and displayed information.

  • Available sizes, colors, or options, where applicable.

  • Product availability.

  • Product selection and general shopping guidance.

  • Other information displayed in our online store.

If your question relates to a particular item, please include its product name or a link to the relevant product page.

Our team will review your inquiry and provide assistance based on the available product information.

2. Order Assistance

If you have already placed an order and need further information, you can contact us for assistance.

We can help with inquiries concerning:

  • Order confirmation.

  • Order processing status.

  • Purchased product details.

  • Quantity or product discrepancies.

  • Order modification requests.

  • Cancellation inquiries.

  • Other purchase-related matters.

To help us locate your purchase, please include your order number and the email address used during checkout.

If you need to change or cancel an order, we recommend contacting us as soon as possible. Requests will be reviewed according to the current processing and shipping status.

Please note that changes or cancellations may no longer be possible once an order has entered processing or has been dispatched.

3. Payment and Checkout Support

If you encounter a payment problem or have questions about a transaction, please get in touch with our support team.

We can assist with general inquiries regarding:

  • Payment confirmation.

  • Transaction status.

  • Checkout difficulties.

  • Payment-related order concerns.

  • Other purchasing and billing questions.

When contacting us about a payment issue, please provide your order number and a brief explanation of the problem, if available.

For your security, please do not send passwords, complete payment card numbers, or confidential financial credentials through email.

4. Shipping and Delivery Inquiries

We understand that customers want clear information about their orders and delivery progress.

Our team welcomes questions regarding:

  • Available shipping methods.

  • Shipping charges.

  • Estimated delivery periods.

  • Shipment tracking information.

  • Delayed deliveries.

  • Missing packages.

  • Delivery address correction requests.

  • Other shipping-related concerns.

If you are contacting us about an existing shipment, please include your order number and tracking number, if available.

If your package has not arrived within the estimated delivery period, please let us know so that we can review the available shipping information.

For more information about our delivery arrangements, please visit our Shipping Policy.

5. Returns and Refund Assistance

We understand that there may be situations where a purchased product needs to be returned or a refund needs to be requested.

At tenqelo, we aim to make our after-sales procedures clear and accessible.

Our standard return and refund arrangements include the following:

30-Day Return Period

Eligible purchases may be returned within 30 calendar days after delivery, subject to the applicable return conditions.

Personal Preference Returns

For eligible returns resulting from a change of mind or personal preference, customers are responsible for the applicable return shipping costs.

Damaged or Defective Products

If a return is required because of a qualifying product issue, tenqelo will cover the applicable return shipping costs.

Incorrect Products

If an incorrect product is received because of an error on our part, tenqelo will cover the applicable return shipping costs when a return is required.

Refund Processing

Approved refunds are generally processed within 5–10 business days after the returned product has been received and inspected.

Refund Method

Approved refunds are generally issued to the original payment method used for the purchase.

All return requests must be submitted to our customer support team before products are shipped back.

Once your request has been reviewed and approved, we will provide the designated return address and relevant shipping instructions.

For complete information, please refer to our Return & Refund Policy.

6. Damaged, Defective, or Incorrect Products

Receiving the correct product in the expected condition is important to us.

If your order arrives damaged, defective, incomplete, or different from what you purchased, please contact our team as soon as reasonably possible.

To help us review the situation, please provide:

  • Your order number.

  • The name or description of the affected product.

  • A brief explanation of the issue.

  • Clear photographs or videos showing the problem, where available.

  • Photographs of the external packaging, if relevant.

After reviewing the information, our team will explain the appropriate next steps.

Depending on the circumstances, an appropriate resolution may include a replacement, authorized return, refund, or another suitable remedy.

Where a return is required because of a qualifying product issue or an error on our part, tenqelo will cover the applicable return shipping costs.

7. Customer Feedback and Other Questions

We value the thoughts and suggestions shared by our customers.

If you would like to provide feedback or ask a question that is not covered elsewhere on our website, we welcome your message.

You can contact us regarding:

  • Your shopping experience.

  • Suggestions for improving our website.

  • Product-related feedback.

  • Questions about our services.

  • Website functionality.

  • General business inquiries.

Your feedback helps us better understand customer expectations and identify opportunities to improve our online store.

8. How to Contact Us

For product questions, order assistance, payment concerns, shipping inquiries, or after-sales support, please use the following official contact information.

Brand Name: tenqelo

Company Name: Shaanxi Yuyanyingyouhong Technology Co., Ltd.

Customer Service Email: service@tenqelo.com

Business Phone: +86 29-38012579

Business Address:

Room 412, Unit 2, Building 6, Phase 2, Airport Industrial Park, Airport New City, Xixian New Area, Shaanxi Province, China, G146.

For existing order inquiries, please include your order number and the email address used during checkout. Providing these details will help our team identify your purchase and review your request more efficiently.

9. Information to Include When Contacting Us

To help us understand your inquiry and provide relevant assistance, we recommend including the following details where applicable:

  • Your full name.

  • Your order number.

  • The email address used during checkout.

  • The product name or relevant product page.

  • A clear description of your question or concern.

  • Supporting photographs or videos for product-related issues.

Please ensure that the information you provide is accurate and avoid sharing passwords or complete payment card details.

10. Important Information About Returns

Before sending any product back, please contact our customer support team and obtain return authorization.

After your request has been reviewed and approved, we will provide the designated return address and applicable shipping instructions.

Please note that the business address displayed on this page is provided for company identification and general business correspondence. It is not necessarily the designated return shipping address.

Do not send returned products to the business address listed above unless our customer support team has specifically confirmed that it is the correct return destination.

Following the instructions provided by our team will help ensure that your return is properly identified and processed.

We Appreciate Your Trust

At tenqelo, we believe that a good customer experience is built through clear communication, thoughtful assistance, and responsible service.

Whether you are exploring our products, checking on an order, or seeking help with an after-sales matter, we appreciate the opportunity to assist you.

Thank you for choosing tenqelo. We look forward to hearing from you and providing a convenient and enjoyable shopping experience.