FAQ

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    <small>QUENZAVIRO™ · HELP CENTER</small>
    <h1>Frequently Asked Questions</h1>
    <p>Find helpful information about Quenzaviro™ natural pearl jewelry, orders, payment, processing, shipping, tracking, returns, refunds, cancellations, and customer support.</p>
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    <h2>1. Who operates Quenzaviro™?</h2>
    <p>Quenzaviro™ is owned and operated by Hefei Shuhao Network Technology Co., Ltd.</p>
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    <h2>2. What does Quenzaviro™ sell?</h2>
    <p>Quenzaviro™ specializes in natural pearl jewelry with distinctive artistic design.</p>
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    <h2>3. Will every piece look exactly like the photographs?</h2>
    <p>Pearl jewelry pieces are designed to closely match the product images, but slight differences in finish, texture, tone, or hand-applied details may occur. Natural pearls may also vary in color, shape, luster, texture, and surface characteristics.</p>
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    <h2>4. Are small variations considered defects?</h2>
    <p>Minor variations in finish, texture, color, surface detail, or hand-applied decorative elements are not necessarily defects. For natural pearls, variations in shape, luster, texture, and surface markings are part of the material's natural character.</p>
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    <h2>5. Are Quenzaviro™ pieces original designs?</h2>
    <p>Originality is central to Quenzaviro™. We focus on distinctive jewelry forms, considered proportions, material combinations, and visual concepts intended to give each piece its own identity rather than simply follow generic jewelry trends.</p>
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    <h2>6. How does the design process begin?</h2>
    <p>Many design ideas begin with sketches, shape studies, proportion tests, material references, and visual direction before moving toward a finished jewelry piece. Our goal is to create pieces that feel intentional, recognizable, and easy to wear.</p>
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    <h2>7. How long does order processing take?</h2>
    <p>Orders are normally processed within 2-4 business days after payment confirmation. During holidays, promotions, or unusually high order volume, processing may require up to 5 business days.</p>
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    <h2>8. How long does standard U.S. delivery take?</h2>
    <p>Estimated carrier transit time for supported United States destinations is generally 10-15 business days after dispatch.</p>
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    <h2>9. How much does shipping cost?</h2>
    <p>Available shipping methods and applicable shipping charges are calculated and displayed during checkout before payment is completed.</p>
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    <h2>10. Where are orders shipped from?</h2>
    <p>Depending on inventory availability, product location, and destination, orders may be fulfilled from our facilities or designated fulfillment partners. The shipment origin may differ from our registered business address.</p>
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    <h2>11. Will I receive tracking information?</h2>
    <p>Once your order has been dispatched and tracking becomes available, shipping or tracking information will normally be sent to the email address provided during checkout.</p>
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    <h2>12. What should I do if tracking stops updating?</h2>
    <p>Contact service@quenzaviro.com with your order number. We will review the available shipment information and contact the relevant service provider where appropriate.</p>
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    <h2>13. What if tracking says “Delivered” but I cannot find my package?</h2>
    <p>Check the delivery area, mailbox, household members, building reception, neighbors, and the carrier where appropriate. If the parcel still cannot be located, contact us for further review. A “Delivered” status does not automatically prevent us from reviewing your claim.</p>
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    <h2>14. Can I cancel or change an order?</h2>
    <p>Contact us as soon as possible. We will make reasonable efforts to cancel or update an order before fulfillment begins, but changes cannot be guaranteed after processing or fulfillment has started. No cancellation fee is charged when an order is successfully canceled before fulfillment.</p>
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    <h2>15. What is the return period?</h2>
    <p>Eligible products may be returned within 30 calendar days after confirmed delivery, subject to the conditions stated in our Return &amp; Refund Policy.</p>
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    <h2>16. How do I request a return?</h2>
    <p>Email service@quenzaviro.com with your order number, the item you wish to return, the reason for the return, and relevant photographs or videos where appropriate.</p>
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    <h2>17. Where should I send my return?</h2>
    <p>Please do not automatically send merchandise to our registered business address. After your request has been approved, customer support will provide the appropriate return warehouse address and return instructions.</p>
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    <h2>18. Who pays for return shipping?</h2>
    <p>Customers are generally responsible for shipping costs on preference-based returns. If a confirmed problem was caused by an error attributable to us, we will provide an appropriate solution without requiring the customer to bear additional costs caused by that error.</p>
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    <h2>19. How long does an approved refund take?</h2>
    <p>After an approved return has been received and inspected, an eligible refund is initiated to the original payment method within 5-10 business days. Your payment provider may require additional time to post the credit to your account.</p>
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    <h2>20. What if my item arrives damaged or incorrect?</h2>
    <p>Contact us promptly with your order number and relevant photographs or videos. After review, we will provide an appropriate replacement, refund, reshipment, or return solution for a confirmed error attributable to us.</p>
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    <h2>Still Need Help?</h2>
    <p>Contact Quenzaviro™ customer support with your order number or a clear description of your question. We aim to respond within 24 hours.</p>
    <p>Customer service hours: 8:00 AM – 10:00 PM Daily.</p>
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    <h2>Business Information</h2>
    <p><strong>Brand Name:</strong> Quenzaviro™</p>
    <p><strong>Legal Company Name:</strong> Hefei Shuhao Network Technology Co., Ltd.</p>
    <p><strong>Legal Representative:</strong> Wang Peipei</p>
    <p><strong>Website:</strong> quenzaviro.com</p>
    <p><strong>Business Address:</strong> Unit T105-1, 1st Floor, Pinhui Lifestyle Center, Intersection of Dengge Road and Longwang Road, Dayang Town, Luyang District, Hefei, Anhui, China</p>
    <p><strong>Customer Support Email:</strong> service@quenzaviro.com</p>
    <p><strong>Customer Support Phone:</strong> +86 18988793433</p>
    <p><strong>Customer Service Hours:</strong> 8:00 AM – 10:00 PM Daily</p>
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