FAQ

Welcome to avqenro!

We're happy to help with questions about our products, orders, shipping, returns, and refunds. Below are answers to some of the most common questions to help make your shopping experience easier.

1. Where Do You Ship?

We currently offer shipping to eligible addresses within the United States.

When placing an order, please make sure your recipient name, shipping address, ZIP code, and contact information are accurate and complete.

Available shipping methods and delivery options will be displayed at checkout based on your order and shipping address.

2. How Much Does Shipping Cost?

We currently offer the following shipping options for eligible orders within the United States.

Express Shipping

  • Shipping Fee: $6.99

  • Order Eligibility: Orders of $1.00 or more

  • Estimated Delivery Time: 5–8 business days

Standard Shipping

  • Shipping Fee: $3.99

  • Eligible Order Value: $0.00–$38.99

  • Estimated Delivery Time: 10–15 business days

Free Shipping

  • Shipping Fee: Free

  • Minimum Order Value: $39.00

  • Estimated Delivery Time: 10–15 business days

Shipping fees and eligibility requirements depend on the shipping method and order value. Please review the final shipping fee and available options at checkout before completing your purchase.

3. How Long Will My Order Take to Arrive?

Estimated delivery times depend on the shipping method selected at checkout.

  • Express Shipping: 5–8 business days

  • Standard Shipping: 10–15 business days

  • Free Shipping: 10–15 business days

These timeframes are estimates and are not guaranteed delivery dates. Order processing, shipment preparation, carrier operations, holidays, weather conditions, and other circumstances may affect the total delivery time.

If your order has not arrived within the expected timeframe, please contact our customer support team for assistance.

4. Can I Change or Cancel My Order After Placing It?

If you need to change or cancel an order, please contact our customer support team as soon as possible.

Email: service@avqenro.com

We will review your order status and let you know whether the requested change or cancellation can be accommodated.

Once an order has entered processing, packing, or shipment, changes or cancellations may no longer be possible.

Any cancellation or refund rights available under applicable law remain unaffected.

5. Can I Change My Shipping Address?

If you notice an error in your shipping address, please contact us as soon as possible.

We may be able to update the address before order processing or shipment begins. However, we cannot guarantee that changes can be made after processing has started or the package has been dispatched.

Please double-check your shipping information before completing your purchase.

6. Can I Track My Order?

When your order has been shipped and tracking information is available, we will provide the relevant shipping details by email or through the available order notification system.

Tracking information may take some time to appear after shipment while the carrier processes the package.

If you cannot locate your tracking information or have questions about your delivery, please contact us and include your order number.

Email: service@avqenro.com

7. What Is Your Return Policy?

Our return eligibility requirements, applicable time limits, product condition requirements, and return procedures are explained in our Return & Refund Policy.

Please review that policy before making a purchase.

If you wish to return an item, contact our customer support team before sending it back. We will review your request and provide instructions regarding the applicable return procedure.

Items that arrive damaged, defective, incomplete, or different from what you ordered will be reviewed based on the circumstances and handled in accordance with applicable law.

Email: service@avqenro.com

8. Who Pays for Return Shipping?

Return shipping responsibility depends on the reason for the return and the circumstances of the order.

For details about return shipping costs and applicable conditions, please refer to our Return & Refund Policy.

If you receive a damaged, defective, or incorrect item, please contact our customer support team before returning it so we can review the issue and explain the next steps.

9. What Should I Do If My Item Arrives Damaged or Incorrect?

If your order arrives damaged, defective, incomplete, or different from what you purchased, please contact our customer support team.

To help us review the issue, please provide:

  • Your order number

  • A description of the problem

  • Photos of the item and packaging, if available

Our team will review the information and explain the appropriate next steps based on the circumstances and applicable policies.

Email: service@avqenro.com

10. How Are Refunds Processed?

If a refund is approved, we will initiate the refund process after any required review has been completed.

Refunds are generally issued to the original payment method, subject to the applicable payment provider's procedures.

The time it takes for a refund to appear in your account may vary depending on your bank, card issuer, or payment service provider.

If you have questions about your refund, please contact us with your order number.

11. What Happens If My Package Cannot Be Delivered?

If a package cannot be delivered because of an incorrect address, incomplete delivery information, or other delivery issues, the carrier may require additional arrangements.

If your package is delayed, returned to the sender, or marked as undeliverable, please contact our customer support team for assistance.

Any additional shipping arrangements or charges will be reviewed based on the circumstances, our applicable policies, and applicable law.

12. Where Should I Send a Return?

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

If your return is approved, we will provide instructions regarding the appropriate return destination and procedure.

Our business address is not necessarily the return shipping address. Please do not send returned items to our business address unless our customer support team has specifically confirmed that it is the correct destination.

Email: service@avqenro.com

13. How Can I Contact avqenro?

If you have questions about our products, orders, shipping, returns, or refunds, please contact us using the information below.

Brand Name: avqenro

Company Name: Guangzhou Yuanyu Internet Technology Co., Ltd.

Customer Support Email: service@avqenro.com

Phone: +86 20 32033188

Business Address: Room 603, A205, 6th Floor, No.433, 435 Middle Zhongshan Avenue, Tianhe District, Guangzhou City, Guangdong Province, China

When contacting us about an order, please include your order number and the email address used at checkout so we can assist you more efficiently.

We aim to provide helpful information and support for your shopping experience.

Thank you for choosing avqenro. We appreciate your trust and look forward to assisting you!