Tuflonij Frequently Asked Questions (FAQ)
Welcome to Tuflonij's Frequently Asked Questions. Below we have compiled answers to common issues you may encounter during the shopping process. If your question is not addressed here, feel free to contact our customer service:
Customer Service Email: service@tuflonij.com
Customer Service Phone: 19266865497
Customer Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (UTC+8:00)
1. About the Store and Products
Q1: What products does Tuflonij mainly sell? Where do you operate?
A1: We operate department store and food products within the United States, focusing on offering high-quality shopping options for U.S. consumers.
2. About Orders and Shipping
Q1: How long does it take to ship an order? What is the expected delivery time?
A1: After placing an order, in-stock items are usually shipped within 1-2 business days (excluding weekends and public holidays). The actual delivery time is 5-7 business days, which may vary depending on logistics.
Q2: Can I modify or edit my order after placing it?
A2: Yes. You can request to edit/change order details (such as shipping address, contact information, etc.) within 12 hours after placing the order. After 12 hours, the order will be processed, and no changes can be made.
Q3: How can I track the status of my order?
A3: Once the order is shipped, we will send you a tracking number via email. You can use this tracking number to check real-time shipping status on the respective courier's website (UPS/FEDEX/USPS, etc.). You can also log into your account and view order progress under "My Orders."
3. About Pricing and Taxes
Q1: Are taxes included in the listed prices?
A1: Yes. The prices of all products you see on our platform already include applicable sales taxes for the United States. There are no additional taxes to pay at checkout. The final amount to be paid is the same as the total shown on the order confirmation page.
Q2: Will I need to pay customs duties?
A2: Customs duties are determined based on the local policies of your shipping address. If your address is subject to customs duties, you will be responsible for the related fees. For specific customs charges, you can consult with your local customs office.
4. About Payments
Q1: What payment methods do you accept?
A1: We support various secure and convenient payment methods, including American Express, Mastercard, VISA, PayPal, and Klarna (installment payments). You can choose the method that suits your needs.
Q2: What should I do if my payment fails?
A2: Payment failure may occur due to insufficient funds, incorrect payment information, network issues, or bank system failures. We recommend verifying your payment details, checking your account status, and trying again with a different network. If the issue persists, you may choose another payment method or contact customer service for assistance.
5. About Returns, Exchanges, and Warranty
Q1: Does Tuflonij support returns and exchanges? What are the policies?
A1: Yes, we support returns and exchanges. To cancel an order or request a return, you must obtain written approval via email (service@tuflonij.com) before proceeding. Unauthorized cancellations or returns will be rejected. Return and exchange policies vary depending on the order stage (before shipping, after shipping, after delivery, etc.). Please refer to our platform's Return & Exchange Policy for details.
Q2: Does Tuflonij offer a warranty service?
A2: Yes, all products sold by Tuflonij come with a one-year free warranty service from the date of receipt (excluding food items, which have specific terms as indicated on the product packaging). During the warranty period, non-human caused quality issues are eligible for free repairs. For details, please check our platform’s Warranty Policy.
6. About Logistics and Delivery
Q1: Do you offer free shipping? Which areas are excluded?
A1: We offer free shipping within the 48 contiguous states of the United States. However, Alaska, Hawaii, U.S. territories, APO/FPO (military addresses), and P.O. box addresses are excluded from free shipping. Shipping fees for these areas will be calculated separately. Please contact customer service for more details.
Q2: Is a signature required for package delivery? Can I request a signature service?
A2: Packages are delivered by default without requiring a signature. If you want to add a signature confirmation service, please contact customer service within 24 hours after placing your order. We will assist you in applying for the FedEx signature service (only for FedEx deliveries). This service is free of charge.
7. Other Questions
Q1: What are your customer service hours? How can I efficiently contact customer service?
A1: Our customer service hours are Monday to Friday, 9:00 AM to 6:00 PM (UTC+8:00). We recommend you first contact us via email (service@tuflonij.com) and provide your order number, issue details, and contact information. We will respond within 1-2 business days. For urgent matters, you can also reach us by phone.
Q2: What should I do if the received product does not match the description or is defective?
A2: Please inspect the product within 14 days of receiving the package. If the product does not match the description or has defects, contact customer service with photos/videos of the issue. We will provide solutions such as returns, exchanges, repairs, or compensation based on the situation. Issues reported after 14 days will be considered as user-caused damage, and we will not process them under this policy.