FAQ

Welcome to tenqelo!

We understand that customers may have questions about our products, purchasing process, payment options, delivery arrangements, and after-sales services.

To help make your shopping experience easier, we have gathered answers to some frequently asked questions below.

If you need additional assistance, our customer support team will be happy to help.

1. About tenqelo

Q1: What is tenqelo?

tenqelo is an online retail brand operated by Shaanxi Yuyanyingyouhong Technology Co., Ltd.

We aim to provide customers with a convenient online shopping experience through accessible product information, a straightforward purchasing process, and helpful customer support.

Q2: How can I contact your customer service team?

You can contact us through the following official channels:

• Email: service@tenqelo.com

• Phone: +86 29-38012579

For questions concerning an existing purchase, please include your order number and the email address used during checkout.

Q3: Where is your company located?

Our business contact address is:

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

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

2. Products and Shopping

Q4: How do I purchase products from tenqelo?

Placing an order through our online store is simple:

1. Browse our product listings and select the item you wish to purchase.

2. Review the product description and available options.

3. Add your selected item to the shopping cart.

4. Check the products and quantities in your cart.

5. Enter your contact and delivery information.

6. Choose an available shipping option.

7. Select a supported payment method.

8. Review the final order summary and complete your payment.

After successfully submitting your order, you may receive an order confirmation through the email address provided during checkout.

Q5: Where can I find more information about a product?

Product details are displayed on the corresponding product pages.

Depending on the item, the information may include product descriptions, specifications, features, available options, and photographs.

We recommend reviewing the available information carefully before making a purchase.

If you need clarification about a particular product, please email us at service@tenqelo.com and include the product name or page link.

Q6: Can I modify or cancel an order after purchasing?

If you need to change or cancel an order, please contact us as soon as possible.

We will review your request according to the current order processing and shipping status.

Changes or cancellations may be accommodated before an order enters processing or dispatch.

Once an order has entered processing or has been handed over to the shipping carrier, modifications or cancellations may no longer be possible through our standard procedures.

If the order has already been dispatched, you may submit a return request according to our Return & Refund Policy.

Any mandatory cancellation rights under applicable consumer protection laws remain unaffected.

3. Payment Questions

Q7: What payment methods are accepted?

The payment methods supported by our store are displayed during checkout.

You can select an available payment option and follow the instructions provided to complete your purchase.

Please review your payment details before submitting the transaction.

Q8: What should I do if my payment does not go through?

If your payment is declined or you encounter an issue during checkout, we recommend checking the information entered and confirming that your selected payment method is available for use.

You may also contact your bank or payment provider for additional information.

If the issue continues, please contact us at service@tenqelo.com.

Please provide your order information, if available, and a brief description of the problem.

For security reasons, never send your payment password, complete card number, or confidential financial credentials through email.

Q9: I completed payment but did not receive an order confirmation. What should I do?

Please check your inbox, spam folder, and promotional email folder first.

If you cannot locate the confirmation message, contact our support team.

Please provide the email address used during checkout and any available transaction or order details.

We will review the available information and help verify your purchase status.

4. Shipping and Delivery

Q10: What shipping methods does tenqelo provide?

We currently offer two shipping options for all products, subject to destination availability.

Free Shipping

• Shipping Fee: Free.

• Minimum Order Amount: $39.00.

• Estimated Delivery Time: 10–15 business days.

Standard Shipping

• Shipping Fee: $4.99.

• Applicable Order Amount: $0.00–$38.99.

• Estimated Delivery Time: 10–15 business days.

The applicable shipping method and charge will be displayed during checkout.

Q11: How can I qualify for free shipping?

We provide free shipping on eligible orders totaling $39.00 or more.

Our current shipping fee structure is:

• Orders of $39.00 and above: Free Shipping.

• Orders from $0.00 to $38.99: Standard Shipping at $4.99.

You can check your shipping eligibility in the shopping cart or during checkout.

Q12: How long will it take to receive my order?

Both available shipping methods have an estimated delivery period of 10–15 business days.

Please note that this is an estimated shipping timeframe rather than a guaranteed delivery date.

Actual arrival times may vary depending on the destination, carrier operations, transportation conditions, public holidays, weather, and other circumstances.

Order preparation and shipping transit are separate stages. Any applicable preparation time should be considered separately.

Q13: Will I receive tracking information?

When tracking information becomes available after dispatch, relevant shipment details may be provided through our available order notification system or by email.

You can use the tracking details to follow your package during transportation.

Please allow some additional time for the carrier to update tracking information after receiving your shipment.

If you have questions about your tracking status, contact our customer support team with your order number and tracking number, if available.

Q14: What should I do if my delivery is taking longer than expected?

If your package has not arrived within the estimated delivery period, please contact us.

To help us review the shipment, provide:

• Your order number.

• Your tracking number, if available.

• The email address used during checkout.

• A brief description of the delivery concern.

Our team will review the available shipping information and assist you with the next steps.

Please understand that transportation disruptions, carrier delays, customs procedures where applicable, and other unexpected circumstances may affect delivery schedules.

Q15: Can I update my delivery address after placing an order?

If you discover an error in your shipping address, please contact us immediately.

We will check whether the requested correction can be made based on the current order status.

Address changes cannot be guaranteed once an order has entered processing or has been dispatched.

For this reason, we recommend carefully checking your delivery details before completing checkout.

Q16: What if my tracking information says delivered but I cannot find the package?

If your tracking information indicates that a package has been delivered but you have not received it, we recommend:

1. Checking your usual delivery location.

2. Asking household members or other intended recipients whether they accepted the package.

3. Checking with the relevant building reception or delivery area, where applicable.

4. Reviewing the latest tracking information.

If the package is still missing, please contact us with your order number and tracking details.

We will review the available information and assist with the appropriate next steps.

5. Returns and Refunds

Q17: What is tenqelo's return period?

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

For personal preference returns, products should generally remain unused, unworn where applicable, and in their original condition.

Original packaging, labels, tags, and included accessories should be retained and returned where reasonably available.

All return requests are subject to review under our Return & Refund Policy.

Q18: Who is responsible for return shipping costs?

Return shipping responsibility depends on the reason for the return.

Personal Preference Returns

For eligible returns resulting from a change of mind, personal preference, or another reason unrelated to a product issue or our fulfillment error, 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.

Q19: How do I submit a return request?

Please contact our customer support team before sending any product back.

You can submit your request by emailing:

service@tenqelo.com

Please include:

• Your full name.

• Your order number.

• The email address used during checkout.

• The product you wish to return.

• The reason for your request.

• Supporting photographs or videos, where applicable.

After reviewing your request, our team will provide the relevant instructions if the return is approved.

Please do not ship any product back before receiving return authorization and the designated return address.

Q20: How long does it take to process a refund?

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

After we initiate the refund, the time required for the funds to appear in your account may depend on your bank, card issuer, or payment provider.

If your refund has not appeared after the expected processing period, please contact your payment provider or reach out to our support team.

Q21: How will my refund be issued?

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

For example, if you paid using a particular credit card or another supported payment method, the refund will generally be processed through that same payment channel.

The time required for the funds to become available may vary depending on the relevant financial institution.

Q22: Can I exchange an item instead of returning it?

If you would prefer an exchange, please contact our customer support team before sending the original product back.

Exchange requests depend on the availability of the requested product or option and the circumstances of your request.

If the requested replacement is unavailable, we will discuss an appropriate alternative or refund arrangement.

Q23: What should I do if I receive a damaged, defective, or incorrect product?

We are sorry if your order does not arrive in the expected condition.

Please contact us as soon as reasonably possible and provide:

• Your order number.

• The affected product name.

• A description of the issue.

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

• Photographs of the shipping packaging, if relevant.

Our team will review your information and explain the appropriate resolution.

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

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

6. Additional Information

Q24: Can I send a return directly to your company address?

No. The company address listed on our Contact Us page is provided for general business correspondence and company identification.

It is not necessarily the designated return shipping address.

All return requests must first be reviewed and approved by our customer support team.

Once your request is authorized, we will provide the correct return destination and relevant shipping instructions.

Please do not send returned products to the company address unless our team has specifically confirmed that it is the correct return destination.

Q25: What if I cannot find the answer to my question here?

If your question is not covered in this FAQ, please contact our customer support team.

We welcome inquiries about products, orders, payments, delivery, returns, refunds, and general shopping matters.

Email: service@tenqelo.com

Phone: +86 29-38012579

For purchase-related inquiries, please include your order number and the email address used during checkout.

We will review your message and provide the appropriate assistance.

Thank You for Choosing tenqelo

We appreciate your interest in our store and the confidence you place in our brand.

Our goal is to make shopping with tenqelo straightforward through clear product information, accessible support, and responsible after-sales service.

Thank you for being part of our shopping community. We look forward to serving you!