FAQ
FAQ
Welcome to the delniva Help Center. Here you can find answers about orders, payments, shipping, returns, refunds, and customer support.
delniva is operated by Henan Yilun Information Technology Co., Ltd.
For assistance, contact service@delniva.com. Please include your order number and the email address used during checkout when asking about an order.
1. Orders & Payments
Q: How do I apply a discount code?
To use a valid discount code:
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Add your selected products to your cart.
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Proceed to checkout and enter your discount code.
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Apply the code and confirm that the discount appears.
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Review the final amount before completing payment.
Discount codes may have expiration dates, minimum purchase requirements, or product exclusions. Please review the applicable promotion details before placing your order.
Q: What payment methods does delniva accept?
Available payment methods are displayed during checkout.
Payment options may vary depending on your location, device, payment provider availability, and checkout configuration.
Please review the available options before completing payment. Do not send complete payment card numbers or card security codes to customer support.
Q: How much does shipping cost?
delniva currently ships within the United States only.
| Shipping Method | Order Amount | Shipping Fee |
|---|---|---|
| Standard Shipping | Below $39.00 USD | $2.99 USD |
| Free Standard Shipping | $39.00 USD or more | Free |
| Express Shipping | Available orders, as shown at checkout | $6.99 USD |
Free shipping applies to Standard Shipping on eligible orders of $39.00 USD or more. Express Shipping remains a paid option when available.
Available shipping methods and applicable charges are displayed before payment is completed.
2. Shipping & Delivery
Q: Where does delniva deliver?
We currently ship orders within the United States only.
Q: How long will delivery take?
Orders are generally processed within 1–5 business days after payment confirmation.
After dispatch, estimated delivery times are:
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Standard Shipping and Free Standard Shipping: 10–20 business days.
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Express Shipping: 5–10 business days.
Processing time is separate from shipping transit time. Business days exclude weekends and public holidays.
Delivery estimates are not guaranteed arrival dates. Carrier operations, weather, holidays, customs procedures where applicable, and transportation disruptions may affect delivery.
Q: How can I check my order status?
After your order ships, we will send a shipping confirmation email. Tracking information will be included when available.
Use the tracking information to follow your package's progress. If you need assistance, contact service@delniva.com with your order number.
Q: Why does my tracking information show no updates?
Tracking updates may take additional time to appear after the carrier receives and scans your package.
If tracking remains unchanged for an extended period, contact our support team with your order number and tracking number, if available.
Q: Will my items arrive in separate packages?
Items may arrive separately depending on product availability and fulfillment arrangements.
If you receive only part of your order, check your shipping confirmation for information about additional packages.
Contact service@delniva.com with your order number so we can confirm whether other items are still in transit or require assistance.
Q: What should I do if my order is delayed or missing?
If your order has not arrived by the end of its estimated delivery window, tracking has stopped updating for an extended period, or you believe your package is lost, contact our support team.
Please include:
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Your order number;
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The email address used during checkout;
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Tracking information, if available;
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A description of the delivery issue.
We will review the shipment and investigate with the carrier or fulfillment partner where appropriate. If the package is confirmed lost, we will arrange an appropriate resolution, which may include a replacement or refund.
If tracking shows "Delivered" but you cannot locate the package, check your delivery location, household members, and any carrier delivery notice. If the package remains missing, contact us so we can investigate. A "Delivered" tracking status does not automatically prevent you from requesting assistance.
3. Order Changes & Cancellations
Q: Can I update my shipping address after placing an order?
Contact service@delniva.com as soon as possible.
Please include:
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Your order number;
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The email address used during checkout;
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Your complete corrected shipping address.
We will make reasonable efforts to update the address before shipment. Changes cannot be guaranteed once processing, fulfillment, or shipment preparation has started.
Q: Can I change the products or quantities in my order?
Please contact our support team promptly with your order number, checkout email address, and the changes you would like to make.
Our ability to make changes depends on the order's current status. Changes cannot be guaranteed once processing or fulfillment has started.
Q: Can I cancel my order?
Contact service@delniva.com as soon as possible, preferably before processing begins.
Cancellation depends on the order's current status and cannot be guaranteed once processing, fulfillment, packing, or shipment preparation has started.
If we successfully cancel your entire order before shipment, we will refund the amount paid, including any shipping fee, to your original payment method.
Orders that have already shipped generally cannot be cancelled. You may request an eligible return after delivery under our Return & Refund Policy.
Nothing in this section limits cancellation rights provided by applicable laws.
4. Returns & Refunds
Q: What is the return period?
You may request a return for an eligible product within 180 calendar days after delivery.
For change-of-mind or personal-preference returns, the product must be unused and in its original condition, with its original packaging, accessories, and included materials returned where applicable. An order number or other valid proof of purchase is required.
Damaged, defective, incorrect, incomplete, or materially misdescribed products are reviewed separately. The unused-condition requirement does not prevent you from reporting these issues.
The 180-day return period is not a product trial period or a guarantee of specific results.
Please review our Return & Refund Policy for complete details.
Q: Does free return shipping apply to all shipping methods?
Yes. Our 180-day free return service applies to eligible orders delivered within the United States, whether you selected:
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Free Standard Shipping;
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Standard Shipping;
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Express Shipping.
Your original shipping method does not change your eligibility for free return shipping under our policy.
Q: How do I request a return?
Contact servicedelniva.com before sending an item back.
Please include:
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Your order number;
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The product you wish to return;
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The reason for your request;
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Relevant photos or videos, where applicable and available.
Our team will review your request and, if approved, provide return instructions, the appropriate return address, and arrangements for free return shipping.
Do not send products to our business address unless our support team specifically instructs you to do so. The approved return address may differ from our business address.
Q: Who pays return shipping?
delniva covers return shipping costs for eligible United States returns requested within 180 calendar days after delivery, including eligible change-of-mind and personal-preference returns.
We will provide a prepaid return label or another return shipping arrangement paid for by delniva.
Contact us before arranging or paying for return shipping so we can organize the return at no cost to you.
Q: Does delniva charge restocking fees?
No. We do not charge restocking fees for eligible returns.
Q: What should I do if my product arrives damaged or defective?
Contact our support team as soon as reasonably possible.
Please provide:
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Your order number;
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The email address used during checkout;
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A description of the issue;
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Photos or videos of the affected product and packaging, where available.
We will review the issue and arrange an appropriate resolution, which may include a replacement, refund, or authorized return.
You will not be charged return shipping or additional delivery costs necessary to resolve a qualifying product defect or our fulfillment error.
Q: What if I receive an incorrect item or my order is incomplete?
Contact service@delniva.com with your order number, checkout email address, and details of the incorrect or missing items.
Include photos of the products received where available.
We will check your order and arrange an appropriate resolution, which may include a replacement, refund, authorized return, or shipment of missing items, without additional charges necessary to correct our fulfillment error.
Q: Are original shipping fees refundable?
For personal-preference returns, original outbound Standard or Express Shipping fees are not refundable once the delivery service has been provided, except where applicable laws require otherwise. Eligible return shipping remains free.
If the return results from our fulfillment error or a qualifying product defect, the refund will also include any original shipping charges attributable to the affected items.
If your entire order is successfully cancelled before shipment, we will refund the amount paid, including any shipping fee.
Q: When will I receive my refund?
Approved return refunds are generally processed within 5–10 business days after the returned item has been received and inspected.
Approved cancellations and refunds that do not require a return are generally processed within 5–10 business days after approval.
Refunds are issued to the original payment method. Your bank or payment provider may require additional time to post the refund.
Business days exclude weekends and public holidays.
Q: What if I have not received my refund?
If your refund has not appeared within the expected timeframe:
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Check the account associated with your original payment method.
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Contact your bank or payment provider to confirm whether the refund is pending.
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If you still need assistance, contact service@delniva.com.
Please include your order number, refund amount, and refund confirmation details, if available.
Do not send complete payment card numbers or card security codes by email.
5. Account & Email Notifications
Q: I did not receive my order confirmation email. What should I do?
Check your spam, junk, or promotions folder.
If you still cannot locate the email, contact service@delniva.com and provide the email address used during checkout so we can help locate your order.
An automated order acknowledgment confirms receipt of your order request. It does not, by itself, confirm final acceptance or shipment.
Q: When will I receive tracking information?
Tracking information is provided when available after your order has shipped.
If your order has not shipped within the usual 1–5 business day processing period, contact our support team with your order number. Processing may take longer in exceptional circumstances, and we will assist with inquiries about your order status.
Q: When is customer support available?
Our customer service hours are Monday–Friday, 9:00 AM–6:00 PM China Standard Time (UTC+8).
You may email us at any time. Our team responds during customer service hours. Response times may vary during public holidays or periods of increased inquiries.
6. Business Information
Brand Name:delniva
Company Name: Henan Yilun Information Technology Co., Ltd.
Legal Representative: Han Junzheng
Website: https:/delnivcom/
Business Address: No. 182, South Street, Liyuan Township, Zhecheng County, Shangqiu, Henan Province, China
Customer Service Email: service@delniva.com
Customer Service Phone: +86 166 9780 0200
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM China Standard Time (UTC+8)
delniva is operated and managed by Henan Yilun Information Technology Co., Ltd.