FAQ
Frequently Asked Questions (FAQ)
Welcome to the Orelvanes Help Center! We have compiled answers to the most common questions below.
If your question is not covered here, please contact our customer support team at support@orelvanes.com. To help us assist you faster, please include your Order Number and the Email Address used during checkout.
1. Billing & Placing Orders
Q: How do I redeem a discount or promo code?
To use a discount or promotional code, whether paying through PayPal or credit/debit card, please follow these steps:
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Select your desired items and click “Add to Cart.”
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Select the “PAY WITH DEBIT/CREDIT CARD” button to begin checkout. Please use this button even if you intend to pay through PayPal.
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Mobile Users: Tap “Show order summary” to reveal the discount code field.
Desktop Users: Locate the discount field on the right-hand side of the checkout page. -
Enter your code and complete your payment through PayPal or your preferred card.
Q: Which payment methods are supported?
We offer secure payment options through a variety of providers:
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PayPal
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Major Credit/Debit Cards: Visa, MasterCard, American Express, Discover, JCB, and Diners Club
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Digital Wallets: Apple Pay & Google Pay
Q: What are the shipping costs?
Our standard rate for international delivery is generally $5.99 USD.
Shipping costs may vary depending on your destination or current promotions. The total shipping charge will always be displayed during checkout before payment is completed.
2. Shipping & Tracking
Q: Do you ship internationally?
Yes. We ship to many countries and regions worldwide.
Depending on product availability and your delivery destination, your order may be dispatched from the fulfillment center best suited to your order.
Q: What is the estimated delivery time?
Once your order has been processed and dispatched, standard delivery typically takes between 10 to 15 business days.
Actual delivery times may vary depending on carrier operations, customs processing, holidays, weather conditions, and other circumstances outside our control.
Q: How do I track my package?
After your order leaves our fulfillment facility, we will send a shipping confirmation email containing your tracking number.
You may monitor your shipment using universal tracking platforms such as 17track.net.
Q: Why hasn't my tracking status updated?
Tracking systems may take approximately 24–48 hours to display new information after your shipping notification is issued.
Packages may also travel between carrier facilities for several days without a new tracking scan. This does not necessarily mean that your package has stopped moving.
Q: Why did I receive my order in separate packages?
If you purchased multiple items, they may occasionally be shipped in separate packages from different fulfillment locations.
This may help improve product availability and shipping efficiency.
If your order is divided into multiple shipments, you may receive a separate tracking number for each package.
3. Modifications & Cancellations
Q: Can I update my shipping address?
Address changes are time-sensitive.
Please email support@orelvanes.com immediately with the subject line:
Urgent: Address Change
Your email should include:
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Your Order Number (e.g., 071SHOP-112938)
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Your Order Email
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The correct full shipping address
If your order has not yet entered processing or fulfillment, we will make reasonable efforts to update the information.
If the order has already shipped, we may no longer be able to modify the shipping label. In this situation, you may need to contact the carrier directly.
Q: Can I change items in my order, such as size, color, or quantity?
Please contact us as soon as possible at support@orelvanes.com with 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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Details of the requested change
Please note: Order changes can generally only be considered before the order has entered the fulfillment stage.
Q: Is it possible to cancel my order?
Cancellation requests may be considered only if the order has not yet been dispatched.
A processing fee may apply in certain circumstances.
Once a package has entered transit, the order can generally no longer be canceled.
4. Issues After Delivery
Q: My item arrived damaged. What should I do?
We apologize for the inconvenience.
Please email support@orelvanes.com with:
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Your Order Number and Order Email
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Clear photos or video showing the damage
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A photo of the package and shipping label
Our support team will review the information and assist you with the appropriate next steps.
Q: I have a quality concern or defect.
We take product quality seriously.
Please email support@orelvanes.com with:
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Your Order Number and Order Email
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A description of the issue
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Clear photo or video evidence showing the defect
Our customer support team will review your request and work to provide an appropriate resolution.
Q: I received the wrong product or something is missing.
We are sorry for the inconvenience.
Please contact support@orelvanes.com and provide:
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Your Order Number and Order Email
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A photo of the item received
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A description of the incorrect or missing item
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A photo of the shipping package or label, if available
Our team will review your order information and assist you as quickly as possible.
5. Account & Notifications
Q: I never received an order confirmation.
Please check your Spam, Junk, or Promotions folders first.
If you still cannot locate the confirmation, email support@orelvanes.com using the email address associated with your order.
Please provide any available order information so our support team can locate your purchase and resend the confirmation details.
Q: Where is my tracking number?
Tracking numbers are generally generated after your order has been processed and shipped.
Please allow approximately 1–2 business days for tracking information to become available.
If you still have not received your tracking number after checking your Spam or Junk folder, please contact us for assistance.
Contact Us
If you have any additional questions about your order, shipping, payment, or products, please contact our customer support team:
Store Name: Orelvanes
Legal Business Name: Gondwana Foods Hongkong Limited
Website: https://orelvanes.com/
Email: support@orelvanes.com
Phone: (360) 854-3726
Business Address:
ROOM 1911, LEE GARDEN ONE
33 HYSAN AVENUE
CAUSEWAY BAY
HONG KONG