FREQUENTLY ASKED QUESTIONS

Welcome to the orviqiue Customer Help Center.

At orviqiue, we aim to make shopping for toys convenient, enjoyable, and easy to understand. Whether you're exploring building sets, educational toys, puzzles, creative activities, or gifts for special occasions, we want you to have clear information before and after placing an order.

Here you'll find answers to frequently asked questions about purchasing toys, product information, payments, delivery options, order tracking, returns, refunds, and customer assistance.

If your question is not answered below, please contact service@orviqiue.com.

1. HOW CAN I PLACE AN ORDER WITH ORVIQIUE?

Shopping at orviqiue begins with exploring our available toy collections.

Browse the products that interest you and review their descriptions, specifications, age recommendations, included components, and available options.

Once you've selected a product, choose any applicable variations and quantities before adding it to your shopping cart.

Review your cart to confirm the selected items and proceed to checkout.

Enter your contact information, delivery address, and payment details as requested.

If you have an eligible discount code, you can enter it in the promotional field before completing payment.

After your order is successfully submitted, you should receive a confirmation email containing your order number and purchase summary.

For assistance with ordering, please email service@orviqiue.com.

2. HOW MUCH TIME IS NEEDED TO PROCESS MY ORDER?

After successful payment confirmation, your purchase enters our order preparation process.

Standard Processing Time: Up to 5 business days.

During this stage, we may verify order information, confirm product availability, check selected variations, prepare merchandise, package items, and coordinate shipping arrangements.

Business days generally refer to Monday through Friday, excluding weekends and applicable public holidays.

Processing time is separate from carrier transportation time.

The estimated shipping period begins when your order has been dispatched.

During holidays, major promotional events, unusually high order volumes, or unexpected fulfillment interruptions, additional preparation time may occasionally be necessary.

3. WHICH SHIPPING SERVICES ARE AVAILABLE?

orviqiue currently provides shipping services for eligible orders delivered within the United States.

Our available delivery methods are:

Shipping Method	Eligible Order Subtotal	Shipping Fee	Estimated Transit
Standard Shipping	$0.00–$38.99	$3.99	3–5 business days
Free Standard Shipping	$39.00 or more	FREE	3–5 business days
Express Shipping	Qualifying orders	$6.99	1–2 business days

The estimated transportation periods above begin after dispatch.

Please allow up to 5 business days for order processing before shipping.

Actual delivery timing may vary due to carrier operations, destination conditions, severe weather, public holidays, or other transportation circumstances.

Available shipping services and applicable charges are shown during checkout.

For additional information, please review our Shipping Policy.

4. WHEN DOES FREE SHIPPING APPLY?

Eligible purchases with a merchandise subtotal of $39.00 or more qualify for complimentary standard delivery within the United States.

Minimum Qualifying Order Subtotal: $39.00

Standard Shipping Charge: FREE

Estimated Transit: 3–5 business days after dispatch

For orders below $39.00, the standard delivery fee is $3.99.

Customers whose purchases qualify for free standard shipping may also select Express Shipping for $6.99 where available.

The final shipping charge will be displayed before payment is completed.

5. DO YOU PROVIDE AN EXPRESS SHIPPING OPTION?

Yes. Express Shipping is available for qualifying U.S. orders.

Express Shipping Fee: $6.99

Estimated Transit: 1–2 business days after dispatch

This option provides a shorter carrier transportation period than standard delivery.

However, Express Shipping does not eliminate normal order preparation.

Even when express delivery is selected, an order may require up to 5 business days for processing before dispatch.

The services available for your purchase will be shown during checkout.

6. WHERE WILL MY TOYS BE SHIPPED FROM?

Orders purchased through orviqiue may be fulfilled through designated warehouses, suppliers, inventory facilities, or third-party logistics partners.

The shipping origin of an individual order may depend on product availability, inventory distribution, supplier arrangements, and the delivery destination.

Some toys may be dispatched from facilities located outside the United States.

We do not guarantee that every order originates from a domestic U.S. warehouse.

Once your purchase has been dispatched, we will provide tracking information by email when available.

For questions concerning your shipment, contact service@orviqiue.com.

7. HOW DOES YOUR 180-DAY RETURN POLICY WORK?

orviqiue provides a 180-Day Free Return Policy for eligible purchases.

Qualifying return requests may be submitted within 180 calendar days after delivery, subject to the conditions described in our Return & Refund Policy.

GENERAL RETURN REQUIREMENTS

For a standard preference-based return, toys should generally:

• Be unused or only reasonably inspected.

• Remain in their original condition.

• Include all originally supplied components and accessories where applicable.

• Include original packaging where available.

• Be accompanied by valid proof of purchase.

• Meet any applicable product-specific eligibility requirements.

TOY-SPECIFIC RETURN CONSIDERATIONS

Customers are encouraged to inspect their products after delivery.

For building sets, puzzles, magnetic toys, and multi-piece products, please check whether the advertised components are included.

Items showing substantial use, missing components, intentional damage, significant alterations, or misuse may not qualify for a standard preference-based return.

For toys supplied with small parts, batteries, or special assembly requirements, please review the relevant product instructions and safety warnings before use.

These return conditions do not restrict applicable consumer rights concerning merchandise that arrives defective, damaged, incorrect, incomplete, or materially different from its description.

STARTING A RETURN

Please email service@orviqiue.com with your order number, product details, and the reason for the return.

Our team will review the request and provide the appropriate instructions.

Please obtain return authorization before mailing merchandise.

Do not send returns directly to our registered business address unless specifically instructed.

8. IS RETURN SHIPPING COMPLIMENTARY?

Yes. Approved qualifying returns under our 180-Day Free Return Policy include free return shipping.

After your request is authorized, our support team will arrange the applicable return procedure.

Depending on the circumstances, this may involve a prepaid shipping label or another approved return shipping arrangement.

No restocking fee applies to eligible returns.

Please wait for the return instructions before sending merchandise.

For full details, review our Return & Refund Policy.

9. WHEN SHOULD I EXPECT MY REFUND?

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

When a physical return is required, the merchandise must first reach the designated return facility and undergo inspection.

Refund Processing Time: Generally 5–10 business days after receipt and inspection.

For refunds approved without a physical return, processing generally takes 5–10 business days after approval.

Your bank, card issuer, or payment service provider may require additional time to display the credit.

If you need help checking a refund, please contact service@orviqiue.com.

10. CAN THE ORIGINAL SHIPPING FEE BE REFUNDED?

The shipping fee paid during checkout is separate from the cost of returning eligible merchandise.

For returns requested solely because of personal preference, original delivery charges, including optional Express Shipping fees, are generally non-refundable.

However, reimbursement of original shipping charges may be appropriate in circumstances involving:

• Products arriving damaged or defective.

• Incorrect merchandise being delivered.

• Missing items or advertised components.

• Products materially different from their descriptions.

• Confirmed packing or fulfillment errors.

• Other situations requiring reimbursement under applicable consumer protection laws.

Our customer service team will evaluate the issue and explain the appropriate resolution.

11. WHAT IF AN ITEM IS MISSING OR I RECEIVE THE WRONG TOY?

If your order contains an incorrect product or an item is missing, please contact our support team.

Email: service@orviqiue.com

Include your order number and a brief explanation of the issue.

For toys with multiple pieces, such as puzzles, magnetic building sets, or construction kits, please identify the missing components where possible.

Photographs of the received product, packaging, or included components may help us review the concern.

If a fulfillment error is confirmed, we will arrange an appropriate solution without additional cost to the customer.

Depending on the situation, this may involve sending the correct product, replacing missing components, reshipping merchandise, or issuing a full or partial refund.

12. WHAT SHOULD I DO IF A TOY ARRIVES DAMAGED OR DEFECTIVE?

We recommend checking your toys after delivery and before allowing children to use them.

If a product arrives broken, defective, incomplete, or materially different from its description, please notify us as soon as reasonably possible.

Potential problems may include:

• Broken or damaged toy components

• Missing pieces from a building set

• Incorrectly supplied products

• Damaged packaging affecting product condition

• Defective moving parts or mechanisms

• Other manufacturing or transportation-related problems

Please email service@orviqiue.com with your order number and a description of the issue.

Relevant photographs or videos may help us understand the problem.

If an item appears unsafe or has damaged components, discontinue use while the issue is being reviewed.

When a manufacturing defect, transportation damage, or seller-related fulfillment error is confirmed, we will provide an appropriate replacement, refund, or other remedy without additional cost to the customer.

Applicable statutory consumer rights remain unaffected.

13. HOW DO I CONFIRM THAT MY ORDER WAS SUCCESSFUL?

After completing checkout, you should see an order confirmation page.

A confirmation email will normally be sent to the email address entered during your purchase.

This message should contain your order number and a summary of the purchased products.

If you cannot find the email, please check your spam, junk, or promotions folders.

If the message is still unavailable, contact service@orviqiue.com using the email address associated with your purchase.

Our team can assist in checking the available order information.

14. CAN I MODIFY MY ORDER AFTER PAYMENT?

If you need to change a selected toy variation, correct a shipping address, or request another order adjustment, please contact our support team promptly.

Email: service@orviqiue.com

Include your order number and explain the modification you would like to make.

Depending on the product, a requested change may involve selecting a different color, toy variation, set configuration, or delivery address.

We will make reasonable efforts to accommodate eligible changes before the order progresses through preparation, packaging, or shipment.

Certain modifications may not be possible once fulfillment has begun.

Our customer service team will review your request and advise you of the available options.

15. HOW CAN I REQUEST AN ORDER CANCELLATION?

To request cancellation, please contact service@orviqiue.com as soon as possible after placing your order.

Provide your order number and the email address used during checkout.

We will review the order status and make reasonable efforts to cancel eligible purchases before processing, packaging, fulfillment, or dispatch prevents cancellation.

Once order preparation has begun, cancellation may no longer be possible, subject to applicable law.

If the merchandise has already shipped, you may request a qualifying return after delivery according to our Return & Refund Policy.

Mandatory cancellation rights under applicable consumer protection laws remain unaffected.

16. HOW CAN I FOLLOW MY PACKAGE'S DELIVERY PROGRESS?

Once your order has been dispatched, tracking information will be provided when available.

Your shipping confirmation email may include a tracking number, tracking link, carrier information, or other shipment details.

Carrier tracking systems may require some time to display the initial movement of a package.

If tracking information remains unchanged for an unusually long period, please contact service@orviqiue.com.

Include your order number and any available tracking reference.

Our support team will review the information and provide assistance where appropriate.

17. WHAT IF TRACKING SHOWS DELIVERED BUT I HAVE NOT RECEIVED MY ORDER?

If your package is marked as delivered but cannot be located, we recommend checking your usual delivery areas.

These may include your front entrance, mailbox, secure parcel locker, building reception, mailroom, or another designated drop-off location.

You may also check whether a household member or authorized recipient accepted the shipment.

If the parcel remains missing, contact service@orviqiue.com with your order number and tracking details.

Our team will review the available delivery information and coordinate with the appropriate carrier or fulfillment partner where necessary.

A tracking status marked "Delivered" does not automatically prevent a reasonable missing-package inquiry from being reviewed.

We aim to evaluate the circumstances fairly and provide appropriate assistance.

18. WHAT HAPPENS IF MY ORDER IS DELAYED OR LOST DURING SHIPPING?

Transportation interruptions may occasionally affect delivery schedules.

These may result from severe weather, carrier delays, holidays, increased parcel volumes, customs inspections where applicable, or other unexpected logistical circumstances.

If your shipment is significantly overdue, appears lost, or has not shown tracking progress for an extended period, please contact:

service@orviqiue.com

Include your order number and available shipment details.

Our team will review the carrier information and coordinate with the relevant shipping provider where appropriate.

When a delivery problem is confirmed, we will work toward a reasonable solution based on the circumstances and applicable consumer rights.

Possible resolutions may include reshipping the order, replacing the affected product, or issuing a refund.

19. HOW CAN I APPLY A PROMOTIONAL DISCOUNT?

If you have a valid orviqiue discount code, enter it in the designated promotional field during checkout.

Apply the code before completing payment to confirm whether your purchase qualifies.

Promotional offers may have specific conditions, including:

• Expiration dates

• Minimum purchase amounts

• Eligible toy collections or products

• Redemption limits

• Restrictions on combining discounts

Please review the conditions of the relevant promotion before submitting your purchase.

If your code does not apply as expected, contact our customer support team for assistance.

20. WHICH PAYMENT OPTIONS CAN I USE?

The payment methods accepted for your purchase will be displayed during checkout.

Available options may depend on your location, payment provider, device, and applicable transaction requirements.

Customers should review the payment methods presented on the checkout page before completing their purchases.

For questions about payment authorization, billing information, or transaction confirmation, please contact service@orviqiue.com.

For security reasons, please do not send complete payment card numbers, card security codes, or account passwords through email.

21. WHO OWNS AND OPERATES ORVIQIUE?

orviqiue is an online toy store operated by Guangzhou Yanqin E-Commerce Co., Ltd. .

For customer transparency, our official business details are provided below.

Brand Name:

orviqiue

Legal Company Name:

Guangzhou Yanqin E-Commerce Co., Ltd. 

Registered Business Address:

Room A743, Room 301, 3rd Floor, No. 9 Tangdong East Road, Tianhe District, Guangzhou, Guangdong Province, China

Customer Support Email:

service@orviqiue.com

Business Telephone:

+86 20 6102 7777

Guangzhou Yanqin E-Commerce Co., Ltd., doing business as orviqiue, is the legal entity responsible for operating this website, managing its online retail services, and coordinating customer support activities.

The company oversees website administration, product information, customer purchases, fulfillment arrangements, and applicable after-sales services.

For questions about our toy collections, age recommendations, product specifications, shipping arrangements, return procedures, refunds, or an existing purchase, please contact our customer service team.

Thank you for choosing orviqiue. We appreciate your interest in our toy collections and look forward to assisting you.