FAQ

No. You can check out as a guest where guest checkout is available. If account features are offered, creating an account can help you access order history and available order information.

Processing begins promptly, so ordinary changes or cancellations generally cannot be accommodated once processing starts. Email support@qelzavorintha.com immediately with your order number. We will check what remains possible; no change or cancellation window is guaranteed. Statutory rights remain unaffected.

Available methods are displayed at checkout and may include Visa, Mastercard, American Express, and other supported options. Availability depends on your location and the payment providers enabled for your order.

Prices are shown in USD unless otherwise indicated. Shipping charges and taxes collected by our store appear before payment. Your bank may charge conversion or transaction fees. International duties or clearance charges may apply unless checkout states that they are included or prepaid.

We deliver to eligible destinations supported at checkout. Availability depends on your address, the products, and carrier service. Contact us before ordering if checkout does not accept your address.

Shipping methods and charges are shown at checkout. Free shipping applies only where advertised and according to the displayed conditions. Priority options apply only if offered and selected.

Processing normally takes 2–3 business days. Transit after dispatch is usually:

• United States, Canada, Europe, Australia, New Zealand, and Asia: 7–15 business days; approximately 9–18 business days including processing.
• Central and South America: 15–25 business days; approximately 17–28 business days including processing.
• Africa: 15–30 business days; approximately 17–33 business days including processing.

Business days exclude weekends and public holidays. Customs, carrier disruptions, or peak periods can cause delays. See our Shipping Policy for details.

No. Priority Processing concerns order preparation. It does not by itself guarantee a faster carrier service or a specific arrival date. Any separate delivery commitment will be stated before purchase.

After dispatch, we email available tracking information. Some free-shipping services may have limited tracking. Carrier updates may take 2–5 business days to appear.

A new tracking number may not show updates until the carrier processes the parcel. Contact us if more than 5 business days have passed since purchase without shipment information, or if tracking remains unavailable more than 5 business days after dispatch.

Items may arrive in separate packages for logistical reasons. We will provide available tracking for separate shipments. Separate dispatches do not by themselves create extra charges after purchase.

Contact us immediately with your order number and corrected address. Changes depend on fulfillment status. If the parcel must be resent because of an address you supplied incorrectly, we will explain any reasonable redelivery costs before proceeding. Errors made by us will be resolved without additional charges to you.

Contact us if your delivery window has passed or tracking suggests a problem. For shipments confirmed lost in transit, Priority + Insured orders are eligible for reshipment or refund; Free Shipping and Priority Processing orders are normally reshipped. These options do not limit refunds or other remedies required by law.

Check your address, mailbox, safe places, household members, building staff, and neighbors. If the package is still missing, contact us promptly, preferably within 48 hours of the delivery notification. This reporting preference does not limit statutory rights. We will help investigate with the carrier.

Contact us promptly, preferably within 24 hours of delivery, with your order number, a description, and photographs where available. Keep the item and packaging where possible. The 24-hour preference does not remove your rights or prevent you from reporting a fault discovered later.

Request an eligible voluntary return within 30 days of delivery. Ordinary change-of-mind returns must be unused, in their original condition and packaging where applicable, and include proof of purchase. Different conditions may apply to an expressly advertised trial or statutory cancellation.

Ordinary voluntary returns carry a 15% restocking and processing fee, and a maximum of two items per order may be refunded to the original payment method. Eligible exchanges and store-credit returns are not subject to that two-item limit. These restrictions do not limit statutory rights or remedies for faulty, damaged, incorrect, or misdescribed goods.

Email support@qelzavorintha.com with your order number and request. Obtain the correct address and instructions before sending an ordinary voluntary return, and provide tracking or retain proof of posting. Our registered address is not a designated return facility.

Customers normally pay return shipping for change-of-mind returns, and prepaid labels are not provided for those returns. For faulty, damaged, incorrect, or misdescribed goods, we arrange or cover necessary reasonable return shipping where required.

Original shipping, shipping protection, priority processing, and optional warranty charges are generally non-refundable for ordinary voluntary returns where permitted and disclosed. Applicable warranty terms, advertised offers, and mandatory refund rights take priority.

Approved voluntary refunds are processed within 5–10 business days after receipt and inspection, normally to the original payment method. Your payment provider may take additional time. Contact us if the refund has not appeared within 15 business days after approval. Statutory refund deadlines take priority.

Contact us to discuss eligible exchanges or store credit. Availability and return conditions apply. We will explain any price difference or shipping cost before you proceed. Store credit is not imposed instead of a monetary refund required by law.

The promise applies only to selected products expressly offered with that promise before purchase, normally on the first purchase of that product. Return shipping and other disclosed fees apply unless waived by the offer or prohibited by law.

Exclusions may include perishables, personalized products, certain hygiene-sensitive products, hazardous materials, gift cards, final-sale products, and goods damaged through misuse, where permitted and disclosed. These exclusions do not remove statutory rights. See our Return & Refund Policy.

Payments are handled by the payment providers available at checkout. Please do not send full payment-card numbers, security codes, or passwords by email.

Our Privacy Policy explains collection, use, sharing, advertising technologies, and available privacy choices. For requests, email us with “Privacy Request” in the subject line.

Email support@qelzavorintha.com at any time. For an existing order, include your order number and checkout email. We aim to respond within 24 hours on business days, Monday through Friday, excluding public holidays.