FAQ
FREQUENTLY ASKED QUESTIONS
Welcome to the Xevoriqua Customer Help Center. This page provides helpful information about payments, shipping, order changes, cancellations, tracking, and after-sales support.
If you cannot find the information you need below, please reach our customer care team at support@xevoriqua.com or call (562) 568-9408.
For questions concerning an existing order, please provide your order number together with the email address used at checkout. This will help our team locate your purchase and respond more efficiently.
PAYMENT & ORDER INFORMATION
Where do I enter a coupon or promotional code?
Valid promotional codes can normally be applied during checkout before your payment is submitted.
To apply a discount:
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Select the product you would like to purchase and click “Add to Cart.”
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Review the items in your shopping cart and continue to checkout using the available debit/credit card payment option. PayPal may also be available through the checkout process.
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On a mobile device, select “Show order summary” to display the promotional code entry field.
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On desktop devices, the discount code box will generally appear within the order summary section on the right side of the checkout page.
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Type in your eligible promotional code and select the option to apply it.
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Confirm that the discount has been reflected in your order total before completing payment.
Customers are responsible for verifying that a promotional discount has been successfully accepted before placing the order.
What payment methods can I use?
Depending on your country, device, and the payment methods currently enabled at checkout, Xevoriqua may accept payment through:
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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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Diner’s Club
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Commonly accepted debit cards
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Commonly accepted credit cards
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Apple Pay
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Google Pay
Not every payment method will necessarily be available for every customer or location. The payment options shown during checkout are the options available for your transaction.
How much does shipping cost?
Our standard international shipping fee is generally $5.99 USD for each order.
Shipping charges may occasionally change based on the destination country, special offers, or promotional campaigns.
Any applicable delivery charge will be clearly shown at checkout before your payment is finalized.
SHIPPING INFORMATION
Do you ship outside of your home market?
Yes. Xevoriqua provides worldwide delivery.
We cooperate with fulfillment centers and logistics providers located in different regions. Where practical, an order may be shipped from a fulfillment location that can serve the customer's delivery destination efficiently.
How long does delivery normally take?
Once an order has completed processing and has been handed over for shipment, standard delivery generally requires approximately 10–20 business days.
This timeframe is an estimate rather than a guaranteed delivery date. Transit times may be affected by factors including:
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Destination country or region;
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Carrier delays;
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Customs inspections or clearance;
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Local delivery conditions;
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Severe weather; or
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Other circumstances outside our reasonable control.
How can I check the status of my shipment?
After your order has been dispatched, tracking information will normally be sent to the email address provided during checkout.
You may use the supplied tracking number with an online parcel tracking service such as:
17track.net
Please note that tracking events may not become visible immediately after a shipment number is created.
My tracking information has not updated. Should I be concerned?
Not necessarily.
After shipment confirmation, it may take approximately 24–48 hours before the first tracking event becomes available.
Updates may also pause temporarily while a package is:
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Traveling between distribution or sorting facilities;
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Being transferred from one logistics provider to another;
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Passing through customs;
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Awaiting processing at a carrier facility; or
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Waiting for its next scheduled scan.
A temporary lack of tracking activity does not automatically indicate that the parcel has been lost or has stopped moving.
Why did only part of my order arrive?
Purchases containing multiple products may occasionally be fulfilled in more than one package.
Separate shipping may occur when items are stocked at different warehouses or when dispatching products individually can prevent unnecessary fulfillment delays.
When an order is divided into multiple shipments:
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Packages may be delivered on separate dates; and
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Different tracking numbers may be assigned to different parcels.
Therefore, receiving one package before another does not necessarily mean that part of your order is missing.
CHANGES & CANCELLATIONS
Can I correct my shipping address, name, or phone number after ordering?
If you discover an error in your delivery or contact details, please contact our customer service team immediately at:
Use the following email subject:
Urgent: Address Change
Your message should contain:
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Your order number;
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The email address connected to the purchase; and
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The complete and correct replacement information.
Our team will make reasonable efforts to update your details if the order has not yet entered a stage of fulfillment where changes are no longer possible.
Once a shipment has already been dispatched, we cannot guarantee that the delivery address or other shipment information can still be changed.
Can I change the item, color, size, quantity, or other option after placing my order?
If you would like to modify a product selection in an existing order, contact us as quickly as possible at:
Please use:
Urgent: Order Change
as your email subject and provide:
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Your order number;
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The email address used for your purchase; and
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A clear description of the modification you would like us to make.
Requested changes can only be considered while the order remains eligible for editing and has not progressed too far through the fulfillment process.
Submitting a request does not guarantee that a change can be completed.
Can an order be canceled after it has been placed?
Cancellation may be possible while an order has not yet been dispatched.
Eligible cancellations may be subject to a small processing fee.
After an order has entered shipment and the parcel has been dispatched, it can no longer be canceled.
If you would like us to review a cancellation request, please contact our support team as soon as possible. We will check the current status of the order and confirm whether cancellation remains available.
AFTER-DELIVERY SUPPORT
What should I do if my package or product arrives damaged?
If your shipment arrives damaged, please contact us at:
To allow us to properly assess the situation, your message should include:
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Your order number;
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The email address associated with your purchase;
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Clear photographs or video showing the damaged item; and
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A readable photograph of the shipping label attached to the parcel.
Providing this documentation helps our customer support team verify the issue and determine the appropriate resolution under the applicable policies.
What if the item I received is defective or has a quality issue?
If you believe a product has a manufacturing defect or another quality-related problem, please email:
Include the following information:
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Your order number;
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The email used to place the order;
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A detailed description of the problem; and
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Clear photos or video demonstrating the issue.
After receiving the required information, our team will review your case and provide assistance in accordance with the applicable return, refund, and order policies.
What should I do if I received the wrong product or something is missing?
If the item delivered is different from the product you ordered, or if you believe part of your shipment is missing, please contact:
Please provide:
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Your order number;
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Your order email address;
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Photographs or video showing the contents of the package; and
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A description of the incorrect or missing item.
Our support team will review the order and fulfillment information and work toward an appropriate resolution.
Please remember that orders containing multiple items can sometimes be shipped in separate packages. If this applies to your purchase, another parcel may still be in transit.
ORDER EMAILS & TRACKING NOTIFICATIONS
I completed my purchase but did not receive an order confirmation. What should I do?
First, check the Spam, Junk, Promotions, or similar folders in your email account.
If you still cannot locate the confirmation message, contact us at:
Please tell us which email address you entered during checkout. Our customer service team can use this information to review the order and, when appropriate, resend the confirmation.
When will I receive my tracking number?
Tracking information is generally issued approximately 1–2 business days after the order has been processed.
If you have not received tracking information after this period:
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Check your spam, junk, and promotional email folders;
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Make sure you are checking the email address used when placing your order; and
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Contact support@xevoriqua.com if you are still unable to locate the tracking notification.
CONTACT XEVORIQUA
For customer service, order assistance, shipping questions, or other support inquiries, you may contact us using the information below:
Brand: Xevoriqua
Website: xevoriqua.com
Customer Support Email: support@xevoriqua.com
Telephone: (562) 568-9408
Operating Company:
HONGKONG MAI INVESTMENT LIMITED
Business Address:
ROOM S103, 2/F, THE CAPITAL
61-65 CHATHAM ROAD SOUTH
TSIM SHA TSUI, HONG KONG