FAQ
Ordering
Do I need an account to place an order?
You can check out as a guest where this option is available. If customer accounts are enabled, you may also create an account to access your order information.
Can I change or cancel my order?
Contact us as soon as possible, preferably within 48 hours of purchase. We will try to accommodate your request before dispatch. Orders may ship within this period, so changes or cancellations cannot be guaranteed.
Payment
What payment methods do you accept?
Available payment methods are displayed at checkout. Please review those options before completing your purchase.
Which currency will I be charged in?
The currency and order total are shown at checkout. Your bank or payment provider may apply currency conversion charges or other fees.
Are there any additional charges?
Applicable shipping charges and taxes collected by our store are displayed at checkout. International orders may also incur import duties, taxes, or handling fees unless these are included or otherwise stated at checkout. Please review our Shipping & Delivery Policy for details.
Shipping
Do you deliver to my location?
Shipping availability and delivery options are shown at checkout. If your address is not accepted, contact us to check whether delivery is available.
Where will my order ship from?
Please contact us with the product and destination before ordering if you need confirmation of the dispatch location.
How long will my order take to arrive?
Order processing generally takes 1–3 business days after payment verification. Standard shipping is estimated at 12–15 business days after dispatch.
Processing and transit times are separate. Customs clearance, holidays, carrier disruptions, and remote delivery locations may extend the delivery period.
How can I track my order?
Once your order is dispatched, tracking details will be sent to the email address provided at checkout. Carrier tracking updates may take some time to appear.
Delivery Issues
What if I entered an incorrect shipping address?
Contact us immediately, preferably within 48 hours of purchase. We will try to update the address before dispatch, but an amendment may no longer be possible once the order has been processed or shipped.
What if tracking says delivered, but I have not received my package?
Check the delivery location and ask household members, neighbors, or building management whether they accepted it. You can also ask the carrier for delivery details.
If the package remains missing, contact us promptly with your order number and tracking information so we can investigate.
What should I do if my delivery is delayed?
If your order exceeds the estimated delivery period, contact us. We will help check its status and discuss the available next steps.
Returns & Refunds
What is your return policy?
You may request an eligible return within 30 days of receiving your order.
For change-of-mind returns, items must be unused, unworn, in their original condition, and include their original packaging. Proof of purchase is required. Exclusions are explained in our Return & Refund Policy.
How do I start a return?
Email us with your order number, the item you wish to return, and the reason for your request. Include photographs if the product is damaged, defective, or incorrect.
Please wait for return authorization and instructions before shipping anything back.
Where should I send my return?
We will provide the return address after approving your request. Do not send items to our registered business address unless we specifically instruct you to do so.
Who pays for return shipping?
Customers pay return shipping costs for change-of-mind returns. If we supplied a damaged, defective, or incorrect item, we will cover the necessary return shipping costs and provide instructions.
What if my item arrives damaged, defective, or incorrect?
Contact us as soon as possible, preferably within 7 days of delivery, with your order number and clear photographs of the item, packaging, and shipping label where relevant.
We will review the issue and arrange an appropriate resolution. This reporting request does not limit your applicable consumer rights.
When will I receive my refund?
After receiving and inspecting your return, we will notify you of the approval status. Approved refunds are processed within 5–10 business days to the original payment method.
Your bank or payment provider may take additional time to display the refund.
Security
How is my payment handled?
Payments are processed through the payment providers available at checkout. Do not send full payment card numbers, security codes, or passwords to our customer support team.
How is my personal information used?
Our Privacy Policy explains how personal information is collected, used, and shared, including information about cookies, service providers, and privacy choices.
Contact
How can I contact you?
For product questions, order assistance, shipping inquiries, or return requests, contact:
Email:
service@qulken.com
Phone:
+1 9294511308
Please include your order number when asking about an existing purchase.
Who operates this store?
Operated by:
Guangzhou Medao Technology Co., Ltd.
Business License Entity:
Guangzhou Medao Technology Co., Ltd.
Registered Address:
Room 504, No. 6, Panlong West 5th Lane, Nancun,
Baiyun District, Guangzhou, Guangdong, China