FAQ

Welcome to qezumi!

We appreciate your interest in our store. To help make your shopping experience easier, we have prepared answers to some of the questions customers commonly ask about our products, orders, payments, shipping arrangements, returns, and refunds.

Please review the information below. If you need further assistance, our customer support team will be happy to help.

1. About qezumi

Q1: What is qezumi?

qezumi is an online retail brand operated by Xuzhou Guoshi Network Technology Co., Ltd.

We aim to provide a convenient online shopping experience through accessible product information, straightforward purchasing procedures, and helpful customer support.

Our focus is on making each stage of the shopping journey clear and convenient for our customers.

Q2: How can I contact qezumi?

You can reach our customer support team through the following official contact channels:

For inquiries about an existing purchase, please include your order number and the email address used during checkout.

Q3: Where is your company located?

Our online store is operated by:

Xuzhou Guoshi Network Technology Co., Ltd.

Business Address:

A110–A112, 3rd Floor, Three Office Rooms, North Side of National Highway 311, West of Tianxiang Bridge, Dapeng Town, Tongshan District, Xuzhou City, Jiangsu Province, China.

Please note that this address is provided for company identification and general correspondence. It is not necessarily our designated return shipping address.

2. Products and Ordering

Q4: How do I place an order?

Placing an order through qezumi is straightforward:

  1. Browse our online store and select the product you want.

  2. Review the product description and available options.

  3. Choose your preferred product variation and quantity.

  4. Add the item to your shopping cart.

  5. Proceed to checkout.

  6. Enter your contact and shipping information.

  7. Select an available shipping method.

  8. Choose a supported payment method.

  9. Review your order summary and complete payment.

After submitting your order, you may receive a confirmation email containing your purchase details.

Q5: Where can I find product details?

Product information is provided on the corresponding product pages.

Depending on the item, the listing may include product descriptions, specifications, features, photographs, and available options.

We recommend reviewing the information carefully before purchasing.

If you need clarification about a product, please contact us at service@qezumi.com.

Q6: Can I change or cancel my order?

If you need to modify or cancel an order, please contact us as soon as possible.

We will review your request according to the current order status.

Changes or cancellations may be accommodated before an order enters processing or dispatch.

Once an order has entered processing or has been handed over to the shipping carrier, modifications or cancellations may no longer be available through our standard procedures.

If your order has already been dispatched, you may submit a return request in accordance with our Return & Refund Policy.

Any mandatory cancellation rights under applicable law remain unaffected.

Q7: Will I receive an order confirmation?

After successfully submitting your order, a confirmation message may be sent to the email address provided during checkout.

If you cannot find the message, please check your spam or junk mail folder.

If it is still missing, contact us with your name, email address, and available transaction details so that we can help review your purchase.

3. Payments

Q8: What payment methods can I use?

The payment methods currently supported by qezumi will be displayed during checkout.

You can select an available option and follow the payment provider's instructions to complete your transaction.

Please review the final order amount before confirming payment.

Q9: What should I do if my payment is unsuccessful?

If your payment cannot be completed, we recommend checking the following:

  • Make sure your payment information is entered correctly.

  • Confirm that your selected payment method is supported.

  • Check whether sufficient funds are available.

  • Contact your bank or payment provider if necessary.

If the issue continues, please email us at service@qezumi.com.

For your security, never send passwords or complete payment card details through email.

Q10: What if I have been charged but did not receive an order confirmation?

First, check your inbox and spam folder.

If you still cannot locate your confirmation, please contact our support team with the email address used during checkout and any available transaction information.

We will review the details and help determine whether your order was successfully submitted.

4. Shipping and Delivery

Q11: What shipping options does qezumi offer?

We currently provide two shipping options for eligible orders.

Free Shipping

  • Shipping Fee: Free.

  • Minimum Order Amount: $39.00.

  • Applicable Products: All products.

  • Estimated Delivery Time: 10–15 business days.

Standard Shipping

  • Shipping Fee: $3.99.

  • Applicable Order Amount: $0.00–$38.99.

  • Applicable Products: All products.

  • Estimated Delivery Time: 10–15 business days.

The applicable shipping option and charge will be displayed during checkout.

Q12: How can I qualify for free shipping?

Orders totaling $39.00 or more qualify for Free Shipping under our current shipping arrangements.

Our shipping rates are:

  • Orders of $39.00 and above: Free Shipping.

  • Orders from $0.00 to $38.99: Standard Shipping at $3.99.

You can review the applicable shipping fee in your shopping cart or at checkout before completing your purchase.

Q13: How long does delivery take?

Both Free Shipping and Standard Shipping currently have an estimated delivery period of 10–15 business days.

Please understand that this is an estimated timeframe rather than a guaranteed arrival date.

Actual delivery times may vary depending on the destination, carrier operations, transportation conditions, public holidays, weather, customs procedures where applicable, and other unexpected circumstances.

Any applicable order preparation time is separate from the shipping transit period.

Q14: Can I track my order?

When tracking information becomes available after dispatch, relevant shipment details may be provided through our available order notification system or by email.

You can use the tracking information to follow your package during transportation.

Please allow some time for the carrier to register and update tracking details after receiving your shipment.

If you have difficulty accessing your tracking information, please contact us with your order number and tracking number, if available.

Q15: What if my package is delayed?

If your package has not arrived within the estimated delivery period, please contact our customer support team.

To help us review the situation, please provide:

  • Your order number.

  • Your tracking number, if available.

  • The email address used during checkout.

  • A brief description of the delivery concern.

We will review the available shipment information and assist with the appropriate next steps.

Q16: Can I change my delivery address after placing an order?

If you notice an error in your shipping address, please contact us immediately.

We will check whether the requested correction can be made based on the current order status.

Please note that address changes cannot be guaranteed once an order has entered processing or has been handed over to the shipping carrier.

To avoid delivery issues, we recommend carefully checking your shipping details before completing checkout.

Q17: What should I do if my tracking shows delivered but I have not received my package?

If the tracking information indicates successful delivery but you cannot locate your package, we recommend:

  1. Checking your usual delivery location.

  2. Checking your mailbox or designated package area.

  3. Asking household members or authorized recipients whether they accepted the package.

  4. Checking with building reception, where applicable.

  5. Reviewing the latest carrier tracking information.

If your package is still missing, please contact us with your order number and tracking details.

Our team will review the available information and help determine the appropriate next steps.

5. Returns and Refunds

Q18: What is your return period?

Eligible purchases may be returned within 30 calendar days after delivery, subject to the applicable return conditions.

For standard personal preference returns, products should generally remain unused and in their original condition, with original packaging, labels, and included accessories retained where reasonably available.

All return requests are subject to review under our Return & Refund Policy and applicable consumer protection requirements.

Q19: Who is responsible for return shipping costs?

Return shipping responsibilities depend on the reason for the return.

Personal Preference Returns

For eligible returns resulting from a change of mind or personal preference, customers are responsible for the applicable return shipping costs.

Damaged or Defective Products

When a return is required because of a qualifying product issue, qezumi covers the applicable return shipping costs.

Incorrect Products

If an incorrect product is supplied because of an error on our part, qezumi covers the applicable return shipping costs when a return is required.

Q20: How do I request a return?

Please contact our customer support team before sending any product back.

You can submit your request through:

Email: service@qezumi.com

Please include:

  • Your full name.

  • Your order number.

  • The email address used during checkout.

  • The product you wish to return.

  • The reason for the return.

  • Supporting photographs or videos, where applicable.

Our team will review your request and provide further instructions if the return is approved.

Please do not send any product back before receiving return authorization and the designated return address.

Q21: How long does a refund take?

Approved refunds are generally processed within 5–10 business days after the returned product has been received and inspected.

This is our standard refund processing period.

After the refund has been initiated, additional time may be required before the funds appear in your account.

The actual posting time depends on your bank, card issuer, or payment provider.

If you have not received your refund after the expected processing period, please contact your payment provider or our customer support team.

Q22: How will my refund be issued?

Approved refunds are generally issued to the original payment method used for the purchase.

For example, if you paid using a particular credit card or another supported payment method, the refund will generally be processed through the same payment channel.

The time required for the funds to become available may vary depending on the relevant financial institution.

Q23: Can I exchange a product instead of requesting a refund?

If you prefer an exchange, please contact our customer support team before returning the original product.

Exchange requests are subject to product availability and review of the circumstances.

If the requested replacement is unavailable, we will discuss an appropriate alternative or refund arrangement.

Q24: What if I receive a damaged, defective, or incorrect product?

We are sorry if your order does not arrive in the expected condition.

Please contact our customer support team and provide:

  • Your order number.

  • The name or description of the affected product.

  • A description of the issue.

  • Clear photographs or videos showing the problem, where available.

  • Photographs of the external packaging, if relevant.

Our team will review the information and explain the appropriate next steps.

Depending on the circumstances, a suitable resolution may include a replacement, authorized return, refund, or another appropriate remedy.

When a return is required because of a qualifying product issue or an error on our part, qezumi will cover the applicable return shipping costs.

6. Other Questions

Q25: Can I send a returned product directly to your company address?

No. The business address listed on our Contact Us page is provided for company identification and general correspondence.

It is not necessarily our designated return shipping address.

All returns must first be reviewed and approved by our customer support team.

After authorization, we will provide the correct return destination and relevant shipping instructions.

Please do not send returned products to our business address unless our team has specifically confirmed that it is the correct return destination.

Q26: What if I cannot find the answer to my question?

If your question is not covered in this FAQ, please contact our customer support team.

We welcome inquiries about products, orders, payments, delivery, returns, refunds, and other store-related matters.

Email: service@qezumi.com

Phone: +86 516-83537268

For existing order inquiries, please include your order number and the email address used during checkout.

Our team will review your message and provide the appropriate assistance.

Thank You for Choosing qezumi

We appreciate your interest in our store and the confidence you place in our brand.

We aim to provide a convenient shopping experience through clear product information, straightforward purchasing arrangements, and helpful customer support.

Thank you for choosing qezumi. We look forward to serving you!