Frequently Asked Questions (FAQ)
Frequently Asked Questions
Welcome to the Elwicyvo FAQ page. Here you can find answers to common questions about ordering, payments, shipping, delivery, order changes, and after-sales support.
For further assistance, contact us at:
Please include your Order Number and the email address used during checkout so our support team can locate your order and assist you more efficiently.
Ordering & Payments
Q: How can I use a discount code?
You can apply a valid discount code during checkout before completing payment.
Follow these steps:
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Select the product you want and click “Add to Cart.”
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Open your shopping cart and proceed to checkout.
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On a mobile device, select “Show order summary” to display the discount-code field.
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On a desktop device, the discount-code field will normally appear on the right side of the checkout page.
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Enter your discount code and select “Apply.”
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Confirm that the discount has been applied before completing payment.
Q: What payment methods are available?
Available payment options may include:
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PayPal
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Visa
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Mastercard
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American Express
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Diners Club
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Major credit and debit cards
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Apple Pay
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Google Pay
The payment methods currently available for your order will be displayed during checkout.
Q: How much does shipping cost?
Our standard international shipping fee is generally:
$5.99 USD
Shipping charges may vary depending on the delivery destination, order details, or promotional offers available at the time of purchase.
The final shipping cost will be displayed at checkout before payment is completed.
Shipping & Delivery
Q: Do you provide international shipping?
Yes. Elwicyvo provides worldwide shipping.
We may work with warehouses and fulfillment partners in different regions to process and deliver orders efficiently.
When possible, your package may be dispatched from the most suitable available fulfillment location.
Q: How long does delivery take?
After your order has been processed and shipped, delivery generally takes:
10–20 business days
Actual delivery times may vary because of:
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Destination country or region
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Customs procedures
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Local carrier arrangements
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Public holidays
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Weather conditions
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Other circumstances outside our control
Q: How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking number.
You may use the tracking number through the relevant carrier’s website or a third-party tracking service such as:
17track.net
Q: Why is my tracking information not updating?
Tracking information may not become available immediately after shipment.
In many cases, the first tracking update may take approximately 24–48 hours to appear.
Tracking activity may also pause temporarily while the parcel is moving between:
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Warehouses
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Carrier facilities
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Customs checkpoints
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Countries or regions
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Local delivery providers
This does not necessarily mean the package has stopped moving.
Q: Why did my order arrive in separate packages?
Orders containing multiple products may be divided into separate shipments.
This can happen when items are stored at different warehouses or fulfillment centers.
Each parcel may be assigned a separate tracking number and may arrive on a different date.
Order Changes & Cancellations
Q: Can I change my shipping address, recipient name, or phone number?
Contact us as soon as possible when delivery information needs to be corrected.
Email:
Use the subject line:
Urgent: Address Change
Please include:
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Your Order Number
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Your Order Email
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The complete corrected shipping address
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The updated recipient name, where applicable
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The updated phone number, where applicable
We will make reasonable efforts to update the information before fulfillment begins.
Once an order has been processed or shipped, changes may no longer be possible.
Q: Can I change the products in my order?
Order modifications may be possible when the request is received before fulfillment begins.
Email:
Use the subject line:
Urgent: Order Change
Include:
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Your Order Number
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Your Order Email
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The requested product changes
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The correct size, color, quantity, or item selection
Changes requested after fulfillment has started cannot be guaranteed.
Q: Can I cancel my order?
You may contact us to request cancellation if the order has not yet been shipped.
A processing fee may apply to an approved cancellation.
Once the order has been dispatched, it can no longer be canceled.
After-Delivery Support
Q: My order arrived damaged. What should I do?
Contact our support team at:
Please provide:
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Your Order Number
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Your Order Email
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Clear photos or video showing the damaged product
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A clear photograph of the shipping label
Our team will review the evidence and provide the appropriate next steps.
Q: What should I do if the product has a defect or quality issue?
Email:
Include:
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Your Order Number
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Your Order Email
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A brief description of the problem
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Clear photographs or video showing the defect
After receiving the required information, our support team will review the matter and assist with an appropriate resolution.
Q: I received the wrong item or part of my order is missing. What should I do?
Contact us at:
Please include:
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Your Order Number
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Your Order Email
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Photos or video of the products and package received
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A description of the missing or incorrect item
We will review the order details and assist with resolving the issue.
Account & Communication
Q: I did not receive my order confirmation email. What should I do?
First, check your spam, junk, or promotions folder.
Confirmation emails may occasionally be filtered automatically by your email provider.
If the message cannot be found, contact:
Provide the email address used during checkout so we can locate the order and resend the confirmation where necessary.
Q: I have not received my tracking number. What should I do?
Tracking information is generally sent within 1–2 business days after the order has been processed and dispatched.
First, check your spam or junk folder.
If no tracking email is available, contact our support team and provide:
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Your Order Number
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Your Order Email
Customer Support Contact
For assistance with an order or other questions, contact us using the details below:
Brand: Elwicyvo
Website: elwicyvo.com
Company Name: LIYUAN HONGKONG LIMITED
Email: support@elwicyvo.com
Company Address:
LIYUAN HONGKONG LIMITED
ROOM C05, FLAT A, 2/F
TONTEX INDUSTRIAL BUILDING
2-4 SHEUNG HEI STREET
SAN PO KONG, HONG KONG
Thank you for choosing Elwicyvo.