FAQ

FREQUENTLY ASKED QUESTIONS (FAQ)

Welcome to penqiro!

We want your shopping experience to be as simple and convenient as possible. Here you'll find helpful answers to common questions about placing orders, making payments, shipping, tracking deliveries, returning products, and receiving refunds.

If you need assistance beyond the information provided below, our customer support team is available to help.

Customer Support Email: service@penqiro.com

Business Phone: +86 13317154790

We will review your inquiry and respond as promptly as reasonably possible.

ORDER INFORMATION

How do I place an order?

Shopping at penqiro is easy. Browse our product collection, choose the item you want, and select the available options and quantity.

Click Add to Cart, review your selections, and proceed to checkout.

Enter your contact and shipping details, select an available delivery method, and complete your payment.

Before submitting your order, please verify your product selections, quantities, discounts, shipping details, and final total.

Once your order has been successfully submitted, an order confirmation email will normally be sent to you.

How will I know my order was successful?

After checkout, you should receive a confirmation email at the address provided during your purchase.

This email normally includes your order number, purchased items, order summary, and relevant transaction information.

If you do not receive it, please check your spam, junk, or promotions folder.

If the confirmation is still missing, contact service@penqiro.com with your available order details.

Do I need an account to shop?

No. You can complete your purchase through checkout without registering an account.

If customer accounts are available, creating one may make it easier to review previous purchases and manage your information.

ORDER CHANGES AND CANCELLATIONS

Can I make changes after submitting my order?

If you need to change a product, quantity, delivery address, or other order details, please email service@penqiro.com as soon as possible.

Include your order number and a description of the requested changes.

We will review your order's fulfillment status and make reasonable efforts to accommodate your request.

Changes may no longer be possible once fulfillment or shipment preparation has progressed.

Can I cancel my purchase?

Cancellation requests may be accepted before an order enters fulfillment or has been dispatched.

To request cancellation, email service@penqiro.com and include your order number.

If your cancellation is approved, any applicable refund will normally be returned to your original payment method.

Once an order has been shipped, cancellation is generally unavailable through the standard process. After delivery, you may request an eligible return under our Return & Refund Policy.

Nothing in this procedure limits cancellation rights provided by applicable law.

Can I correct my shipping address?

Please contact us immediately if you notice an error in your delivery address.

Provide your order number, original address, and complete corrected address.

Address updates may be possible before fulfillment or dispatch. Once a package has been shipped, changes cannot be guaranteed.

Can my billing and shipping addresses be different?

Yes. You may enter a shipping address that differs from your billing address.

Please ensure both addresses are accurate and complete before submitting payment.

Incorrect delivery information may result in delays or unsuccessful delivery attempts.

SHOPPING CART

How do I add items to my cart?

Open the product page, select the desired options and quantity, and click Add to Cart.

You can continue browsing or proceed directly to checkout.

Where can I review my shopping cart?

Select the cart icon on our website to view the products you have selected.

Depending on the available cart features, you can review product details, update quantities, remove items, and proceed to checkout.

Your final payment amount may include applicable shipping charges, taxes, and discounts.

How do I remove an unwanted item?

Open your cart, locate the item, and select the available remove option.

Your cart subtotal should update accordingly.

Can I change product quantities?

Yes. Use the quantity controls in your shopping cart to increase or decrease the number of items before checkout.

Please review the updated total before completing your purchase.

PAYMENT INFORMATION

Which payment methods can I use?

Payment methods available for your purchase will appear during checkout.

Depending on your location and the payment services enabled, available options may include major credit cards, debit cards, digital wallets, and other supported payment methods.

Please refer to checkout for the payment options currently accepted.

Can I pay with PayPal?

If PayPal is displayed as an available payment method at checkout, select it and follow the instructions provided.

You may be redirected to PayPal to authorize your transaction.

After successful payment and order submission, an order confirmation email will normally be sent.

How do I apply a discount code?

Add your preferred items to your cart and proceed to checkout.

Enter your promotional code in the designated discount field and apply it before completing payment.

Please verify that the discount has been reflected in your order summary.

Promotional codes may be subject to expiration dates, minimum order values, eligible product restrictions, or usage limitations.

Why was my payment declined?

Payments may fail because of incorrect billing information, insufficient funds, bank restrictions, payment verification requirements, or temporary technical issues.

Please review your payment details or contact your bank or payment provider.

For assistance with your order, contact service@penqiro.com.

Never send complete payment card numbers, security codes, or passwords through email.

SHIPPING INFORMATION

How long does order processing take?

Orders are generally prepared within 5 business days after payment confirmation.

Processing may include payment verification, inventory checks, packaging, and shipment preparation.

Business days normally exclude weekends and applicable public holidays.

Orders placed on weekends or holidays will generally begin processing on the next available business day.

How long will delivery take?

Once your order has been dispatched, estimated delivery generally takes 10–20 business days.

This timeframe does not include the order processing period.

Actual transit times may vary due to shipping destinations, carrier operations, customs procedures, public holidays, severe weather, or transportation disruptions.

Delivery estimates are provided for reference and are not guaranteed arrival dates unless expressly stated otherwise.

What shipping methods are available?

We currently provide the following options for eligible U.S. orders:

Shipping Method	Order Requirement	Shipping Fee
Standard U.S. Shipping	Orders below $39.00	$5.99 USD
Free Standard Shipping	Orders of $39.00 or more	Free
Fast U.S. Shipping	Where available	$8.99 USD

All amounts are in U.S. dollars.

Fast U.S. Shipping is a separate paid option. The $8.99 fee applies when selected, including for orders eligible for free standard shipping.

Available methods and final shipping costs will be displayed before payment is completed.

Do you offer free shipping?

Yes. Eligible U.S. orders with a qualifying subtotal of $39.00 USD or more receive free standard shipping.

If you select a paid shipping option instead, its applicable charge will still apply.

Which locations do you ship to?

penqiro currently ships to eligible addresses within the United States.

Some remote, restricted, or otherwise unserviceable locations may not qualify for delivery.

If your address cannot be serviced, our customer support team may contact you to discuss available options.

Where will my order be shipped from?

Orders may be fulfilled through our own facilities or trusted fulfillment partners, depending on inventory availability, product location, and delivery destination.

The shipping origin may differ from our registered business address.

Delivery to a U.S. address does not necessarily mean an order is dispatched from a U.S. warehouse.

Can products from the same order arrive separately?

Yes. Depending on inventory and fulfillment arrangements, an order may be divided into multiple shipments.

Packages may arrive on different dates and have separate tracking numbers.

Receiving one package does not necessarily mean your entire order has arrived.

ORDER TRACKING

How do I track my package?

After dispatch, a shipping confirmation email will normally be sent to the email address provided at checkout.

This message will include available tracking information.

You can use the tracking number through the relevant carrier's tracking system.

Please allow reasonable time for the first tracking update to appear.

What if my tracking number is not updating?

Carrier updates may occasionally be delayed while packages move between facilities or await scanning.

If your tracking information has not changed for an extended period, contact service@penqiro.com.

Include your order number, tracking number if available, and relevant delivery details.

What should I do if my package is delayed or missing?

First, check the latest tracking updates and verify your delivery information.

If the estimated delivery period has passed or the package appears missing, email service@penqiro.com.

Our support team will review the available information and help determine appropriate next steps.

A tracking status marked “Delivered” does not automatically prevent us from investigating a missing-package concern.

MISSING, DAMAGED, OR INCORRECT PRODUCTS

What if something is missing from my order?

Please check whether your order was divided into multiple shipments.

If an item is still unaccounted for, contact service@penqiro.com with your order number and details of the missing product.

Photographs of the package and received items may help us investigate.

We will review the situation and provide an appropriate resolution.

What if I receive the wrong item?

If your delivered product does not match your order, please notify us as soon as reasonably possible.

Provide your order number, a description of the incorrect item, and clear photographs where available.

If the error occurred during fulfillment, penqiro will provide an appropriate replacement, refund, or return solution without additional costs caused by our error.

Please contact us before sending the item back.

What if my product arrives damaged or defective?

Email service@penqiro.com with your order number, a description of the issue, and relevant photographs or videos.

Packaging photographs may also be useful when damage occurred during delivery.

After reviewing the information, we will assist with an appropriate solution in accordance with our Return & Refund Policy and applicable consumer rights.

RETURNS AND REFUNDS

What is your return policy?

Eligible purchases may be returned within 180 calendar days from the date of delivery, subject to our Return & Refund Policy.

For standard preference-based returns, items should generally be unused, in their original or substantially similar condition, and accompanied by original packaging where applicable.

Valid proof of purchase may be required.

The 180-day return period does not mean that all returns include free return shipping.

How do I request a return?

Contact service@penqiro.com before sending any products back.

Please provide your order number, product details, reason for return, and relevant photos or videos where appropriate.

Our team will review your request and provide the correct return address and instructions when applicable.

Who is responsible for return shipping?

For preference-based returns, such as changing your mind, ordering the wrong product, or selecting an incorrect variation, customers are generally responsible for return shipping costs.

If a product arrives damaged, defective, incorrect, incomplete, or materially different from its description, we will provide an appropriate solution without additional costs caused by our error.

If a return is required for a qualifying product or fulfillment issue, we will cover the necessary return shipping expenses.

Are all returns free?

No. A 180-day return window does not automatically include free return shipping.

Return shipping responsibility depends on the reason for the return and any applicable promotional offer.

penqiro does not charge restocking fees for eligible returns.

Where should I send my return?

Please do not send returned products to our registered business address or directly to a manufacturer unless specifically instructed.

Once your return request is approved, our support team will provide the designated return address and shipping instructions.

When will I receive my refund?

After an authorized return has been received and inspected, approved refunds are generally issued to the original payment method within 5–10 business days.

Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

What if my refund has not arrived?

If your refund has been confirmed but the funds have not appeared, check your original payment account and contact your bank or payment provider regarding processing times.

If you still need assistance, email service@penqiro.com with your order number and available refund details.

WEBSITE AND SECURITY

Which browsers work best with your website?

For a smoother shopping experience, we recommend using an updated version of Google Chrome, Safari, Mozilla Firefox, or Microsoft Edge.

Keeping your browser current can improve compatibility, security, and website performance.

Is shopping on penqiro secure?

We use reasonable measures intended to protect customer information and support secure online transactions.

Payments are processed through authorized payment providers and the applicable security systems of our e-commerce platform.

No online system can guarantee complete security, so we also recommend using trusted devices and keeping your browser updated.

Is it safe to use my credit or debit card?

Payment information is handled through authorized payment service providers.

We generally do not store complete payment card numbers or card security codes on our own systems.

For your protection, please do not share complete payment card details, passwords, or security codes by email.

How does penqiro protect customer information?

We use reasonable technical, administrative, and organizational safeguards designed to protect personal information.

Information may be processed for order fulfillment, customer support, payment services, security, returns, refunds, website improvement, and other purposes described in our Privacy Policy.

For further details, please review our Privacy Policy.

PRIVACY AND DATA USE

What personal information do you collect?

Depending on your interaction with our website, we may collect your name, email address, telephone number, billing and shipping information, purchase details, customer service communications, and website usage information.

Payment-related transaction information may also be processed through authorized payment providers.

Why do you need customer information?

Customer information helps us process orders, arrange deliveries, provide tracking updates, answer inquiries, handle returns and refunds, prevent fraud, and improve our services.

Where permitted by applicable law, information may also be used for marketing communications.

Does penqiro use cookies?

Yes. We may use cookies and similar technologies to support shopping carts, checkout functions, website security, customer preferences, analytics, and advertising activities.

You may manage cookies through your browser settings and any privacy controls made available on our website.

Where required by law, consent will be requested for nonessential tracking technologies.

Disabling certain cookies may affect website functionality.

Can I stop receiving promotional emails?

Yes. You can unsubscribe through the link included in our marketing emails.

You may also contact service@penqiro.com to request assistance with your communication preferences.

Unsubscribing from promotional messages does not prevent essential communications about orders, payments, deliveries, refunds, or customer support requests.

Can I request access to or deletion of my information?

Depending on your location and applicable privacy laws, you may have rights to access, correct, delete, or restrict certain uses of your personal information.

Please send privacy-related requests to service@penqiro.com.

We may request reasonable identity verification before processing requests involving personal information.

CUSTOMER SUPPORT

How can I contact penqiro?

For questions about products, orders, payments, shipping, tracking, cancellations, returns, refunds, or other store-related matters, contact us using the details below.

Customer Support Email:

service@penqiro.com

Business Phone:

+86 13317154790

Customer Service Hours:

9:00 AM – 6:00 PM, China Standard Time (UTC+8)

What should I include when contacting support?

For an existing order, please include your order number, the email address used during checkout, and a brief explanation of your inquiry.

Where relevant, product details, tracking numbers, photographs, or videos may help us review the issue more efficiently.

Please avoid sending sensitive payment credentials or complete card information.

BUSINESS INFORMATION

Brand Name:

penqiro

Legal Company Name:

Hubei Tengchangbei Network Technology Co., Ltd.

Website:

https://penqiro.com

Business Address:

Room 407, 4th Floor, Building 4
Xudong Shihua Residential Community
No. 524 Youyi Avenue
Heping Subdistrict, Hongshan District
Wuhan, Hubei Province, China