FAQ
Frequently Asked Questions (FAQ)
Welcome to Elarvozu’s FAQ page! Here you’ll find answers to the questions we receive most often. If you don’t see the information you need, please contact our support team at support@elarvozu.com with your Order Number and Order Email — we’ll be happy to assist you.
Ordering & Payments
Q: How can I use a discount code?
To redeem a discount during checkout:
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Add the products you wish to purchase to your cart.
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Click PAY WITH DEBIT/CREDIT CARD to proceed. (Applies for both PayPal and credit/debit card payments.)
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On mobile, tap Show order summary, then enter your discount code. On desktop, type it into the discount code field on the right-hand side of the checkout page.
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Complete your payment using your chosen payment method.
Q: Which payment methods are accepted?
We support a variety of secure payment options:
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PayPal, including guest checkout
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Major credit/debit cards, including Visa, MasterCard, American Express, and Diners Club
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Apple Pay & Google Pay
Q: What are the shipping costs?
Our standard shipping fee is generally USD $5.99 for worldwide delivery. Final shipping costs may vary depending on your location and any ongoing promotions.
The exact shipping amount will be clearly displayed at checkout before you confirm your order.
Shipping & Delivery
Q: Do you ship internationally?
Yes! We ship to most countries worldwide. Your order may be dispatched from the fulfillment center best suited to your delivery location to help provide efficient shipping.
Q: How long does shipping take?
Estimated delivery is typically 10–20 business days after your order has been processed and shipped.
Actual delivery times may vary depending on your destination, carrier operations, customs processing, holidays, and other circumstances outside our control.
Q: How can I track my order?
Once your order has shipped, you’ll receive a shipping confirmation email containing your tracking number.
You can use the tracking information provided in your email or track your shipment through a global tracking service such as 17TRACK.
Q: Why isn’t my tracking number updating?
It may take approximately 24–48 hours after receiving your shipping confirmation for tracking information to appear or update.
It is also normal for tracking to remain unchanged for several days while a package is moving between carrier facilities or international transit hubs.
Q: I only received part of my order. Why?
Orders containing multiple items may occasionally be shipped in separate packages or from different fulfillment centers.
If your order is shipped separately, each package may have its own tracking number, which will be sent to the email address associated with your order.
Order Modifications & Cancellations
Q: Can I update my shipping address, name, or phone number?
Address changes are extremely time-sensitive.
Please contact us immediately at support@elarvozu.com with 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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Your correct shipping information
We will do our best to update your information if your order has not yet been processed or shipped.
Once an order has been shipped, we may no longer be able to change the delivery information. In such cases, you may need to contact the shipping carrier directly.
Q: Can I modify the items in my order?
If you need to change the size, color, quantity, or other order details, please email us immediately at support@elarvozu.com with the subject line:
Urgent: Order Change
Please include:
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Your Order Number
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Your Order Email
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Details of the requested changes
We can only accommodate order modification requests if the order has not yet entered fulfillment.
Q: Can I cancel my order?
Orders that have not yet been shipped may be eligible for cancellation.
Please contact us as soon as possible at support@elarvozu.com with your Order Number and Order Email.
A handling fee may apply in certain circumstances.
Orders that have already been processed, fulfilled, or shipped generally cannot be canceled.
Post-Delivery Issues
Q: My order arrived damaged. What should I do?
We’re sorry your order arrived damaged.
Please contact support@elarvozu.com and 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 item
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A photo of the shipping label and packaging
Our support team will review the information and assist you with the appropriate resolution.
Q: My item has a quality issue or defect.
We take product quality seriously.
Please email support@elarvozu.com with:
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Your Order Number
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Your Order Email
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Clear photos or video showing the issue or defect
Our customer support team will review your request and work with you to resolve the issue as quickly as possible.
Q: I received the wrong item or am missing items.
We’re sorry for the inconvenience.
Please contact support@elarvozu.com and provide:
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Your Order Number
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Your Order Email
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A photo or video of the items you received
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A photo of the package and shipping label, if available
We’ll review your order and work to correct the issue as quickly as possible.
Account & Communication
Q: I didn’t receive an order confirmation email.
First, please check your spam, junk, or promotions folder.
If you still cannot find your confirmation email, contact support@elarvozu.com using the email address associated with your order.
Please include your name and any other available order details so our support team can locate your order and resend the confirmation.
Q: I haven’t received my tracking number yet.
Tracking numbers are usually sent after your order has been processed and shipped.
Please allow approximately 1–2 business days for shipping information to become available.
If you have not received your tracking information, check your spam or junk folder first. If it is still missing, contact us at support@elarvozu.com for assistance.
Contact Us
If you have any additional questions, please contact our customer support team.
Store Name: Elarvozu
Legal Business Name: Gondwana Foods Hongkong Limited
Website: https://elarvozu.com/
Email: support@elarvozu.com
Phone: (857) 437-6556
Business Address:
ROOM 1911, LEE GARDEN ONE
33 HYSAN AVENUE
CAUSEWAY BAY
HONG KONG