FAQs
Frequently Asked Questions (FAQ)
Welcome to the AQEVYRA Help Center.
We've compiled answers to the questions our customers ask most often. If you don't find the information you're looking for, our customer support team is always happy to assist.
When contacting us about an existing order, please include your Order Number and the email address used to place your order.
Email: support@aqevyra.com
Phone: +1 (737) 286-9112
Orders & Payments
How do I redeem a discount code?
You can apply your promotional code during checkout by following these steps:
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Add your desired products to your shopping cart.
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Click Checkout.
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On mobile devices, tap Show Order Summary to locate the discount code field.
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On desktop, enter your promotional code in the discount field displayed during checkout.
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Click Apply and confirm that the discount has been applied before completing your payment.
Please note that some promotional codes may be subject to specific terms, minimum purchase requirements, product restrictions, or expiration dates.
Which payment methods do you accept?
AQEVYRA supports secure payment options that may include:
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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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Diners Club
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Apple Pay
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Google Pay
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Most major debit and credit cards
Available payment methods may vary depending on your location and the options displayed during checkout.
Payments are processed through secure third-party payment providers.
What are your shipping charges?
Standard international shipping is generally USD $5.99 per order.
Shipping fees may vary depending on your delivery destination, order details, or current promotional offers.
The applicable shipping cost will be displayed during checkout before you complete your purchase.
Shipping & Delivery
Do you deliver internationally?
Yes.
AQEVYRA ships to customers in many countries and regions worldwide.
Depending on your location and product availability, orders may be dispatched from different fulfillment centers or logistics partners.
If we are unable to ship to your destination, we will notify you as soon as reasonably possible.
When will my order arrive?
Most orders are processed within 1–3 business days.
After processing, estimated delivery generally takes approximately 10–20 business days, depending on your destination and local carrier conditions.
Delivery times are estimates and may be affected by:
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Customs clearance
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Local carrier operations
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Weather conditions
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Public holidays
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High shipping volume
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Transportation disruptions
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Other circumstances outside our reasonable control
How can I check my order status?
Once your order has been shipped, you'll receive a shipping confirmation email containing your tracking number.
You can use your tracking number at:
Tracking information may take some time to appear after your shipment has been dispatched.
Why isn't my tracking information updating?
Tracking information may require approximately 24–72 hours after shipment to become available.
In some cases, tracking updates may temporarily pause while your package is:
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Moving between shipping facilities
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Undergoing customs processing
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Being transferred to a local delivery carrier
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In international transit
A temporary pause in tracking does not necessarily mean that your package has stopped moving.
If there have been no tracking updates for more than seven consecutive days, please contact our support team.
Why did I receive only part of my order?
If your order contains multiple products, they may occasionally be shipped separately from different fulfillment centers.
This may help reduce overall delivery times or allow available products to be dispatched sooner.
Each shipment may receive a separate tracking number and arrive on different dates.
Order Changes & Cancellations
Can I change my shipping information?
If you notice an error in your shipping address, recipient name, or phone number, please contact us as soon as possible.
Email: support@aqevyra.com
Suggested Subject Line:
Urgent: Shipping Information Update
Please include:
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Order Number
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Email address used for the order
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Correct shipping information
We'll make reasonable efforts to update your information before your order enters fulfillment.
Once an order has been processed or shipped, changes may no longer be possible.
Can I change the products in my order?
If your order has not yet entered fulfillment, we may be able to help modify certain product selections.
Please email:
Suggested Subject Line:
Urgent: Order Modification
Please include:
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Order Number
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Order Email
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Details of the requested change
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Size, color, style, or quantity where applicable
Once fulfillment has begun, product modifications may no longer be possible.
Can I cancel my order?
If you need to cancel your order, please contact us as soon as possible.
We will make reasonable efforts to accommodate cancellation requests received within 24 hours of purchase, provided that the order has not already been processed, fulfilled, or shipped.
Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible.
If your package has already shipped, you may need to follow our applicable return process after receiving the order.
Returns & Refunds
Can I return an item?
Eligible return requests may be submitted within 30 days of delivery.
Returned products generally need to be:
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Unused
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Unworn
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Unwashed
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In their original condition
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In their original packaging where applicable
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Accompanied by proof of purchase
For hygiene and safety reasons, certain beauty, personal-care, wellness, and intimate products may not be eligible for return once opened, worn, used, or removed from their original sealed packaging.
Please review our Return & Refund Policy for complete information.
How long does a refund take?
Once an eligible return has been received and inspected, we'll notify you regarding the status of your refund.
If approved, the refund will generally be issued to your original payment method.
Please allow approximately 5–10 business days for the refunded amount to appear in your account after processing.
Actual timing may vary depending on your bank, card issuer, or payment provider.
Can I exchange an item?
If you need a different size, color, style, or replacement product, please contact:
Exchange requests are subject to product availability.
In some cases, the fastest option may be to return an eligible product for a refund and place a new order.
After You Receive Your Order
My package arrived damaged. What should I do?
Please contact us as soon as possible and preferably within 7 days of delivery.
Send us:
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Your Order Number
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Order Email
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A description of the damage
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Clear photos or videos of the damaged product
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Photos of the packaging
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A clear photo of the shipping label where applicable
Our customer support team will review the information and provide an appropriate resolution.
My product has a manufacturing defect.
If you believe your product has a manufacturing defect, please contact us with:
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Order Number
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Order Email
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Description of the issue
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Clear photos or videos showing the defect
We'll review your request and determine the appropriate next step, which may include a replacement, refund, or another suitable resolution.
I received the wrong item or part of my order is missing.
If your package contains an incorrect product or an item appears to be missing, please contact us with:
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Order Number
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Order Email
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Photos of the products received
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A photo of the package and shipping label
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Details of the missing or incorrect item
We'll investigate the issue and assist you with an appropriate solution.
Beauty, Intimates & Wellness Products
Can beauty or personal-care products be returned after opening?
For hygiene and safety reasons, opened or used beauty and personal-care products may not be eligible for return unless they arrived damaged, defective, or incorrect.
Please review the individual product information and our Return & Refund Policy before submitting a return request.
Can intimate products be returned?
Certain intimate apparel and hygiene-sensitive products may have additional return restrictions.
Products that have been worn, washed, used, or removed from sealed hygiene packaging may not be eligible for return unless they arrived damaged, defective, or incorrect.
Are AQEVYRA wellness products medical products?
Unless specifically stated otherwise, AQEVYRA products are intended for general beauty, comfort, wellness, personal-care, and lifestyle purposes.
They are not intended to diagnose, treat, cure, or prevent any disease or medical condition.
If you have a medical condition, allergy, sensitivity, injury, or other health concern, consult an appropriate healthcare professional before using a relevant product.
Shipping Protection
What is Shipping Protection?
Shipping Protection is an optional service that may be available during checkout.
It is designed to provide additional protection for eligible shipping-related issues, which may include certain cases involving:
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Lost packages
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Damaged shipments
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Missing or stolen deliveries
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Other eligible shipping incidents
Shipping Protection is completely optional and is not required to place an order.
What if I accidentally purchased Shipping Protection or added a Tip?
Shipping Protection and Tipping are optional.
If you selected one of these services by mistake or later decide you do not want the optional charge, please contact:
Our team will assist you with the applicable refund request according to our Optional Services & Shipping Protection Policy.
Emails & Account Information
I never received my order confirmation email.
First, please check your:
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Spam folder
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Junk folder
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Promotions folder
Please also confirm that the email address entered during checkout is correct.
If you still cannot locate your confirmation email, contact us using the email address associated with your order and we'll assist you.
I haven't received my tracking number.
Tracking information is sent after your order has been processed and shipped.
Please allow 1–3 business days for order processing.
After shipment, tracking details may require an additional 24–72 hours to become active.
If you still haven't received tracking information after this period, please check your spam or junk folder before contacting us.
Need More Help?
Our customer support team is here to assist you with questions regarding products, orders, shipping, tracking, returns, refunds, payments, or general support.
AQEVYRA
Company: HONGKONG RUNHAO LIMITED
Website:
https://aqevyra.com/
Email:
support@aqevyra.com
Phone:
+1 (737) 286-9112
Business Address:
FLAT/RM A 12/F, ZJ 300
300 LOCKHART ROAD
WAN CHAI, HONG KONG