Do you have the following concerns about promotional gifts?

Need any help?

 

Can I order custom gifts?

Yes, we gladly accept orders for fully customized gifts.

You are also welcome to browse and shop via our official online stores:

https://www.qzxincai.com / https://www.xincai.shop.

 

Can I cancel or return personalized items?

Since personalized custom gifts are produced strictly according to your specific requirements, we regret that no changes, cancellations or returns can be accepted once production has started.

 

When does my gift voucher expire?

 

How do I place an order?

It is simple to place an order online: browse products, add items to your cart, then proceed to checkout.

Alternatively, you may place your order directly via email by contacting our customer service team..

 

How will I know my order has been confirmed?

After you complete checkout and confirm your order, your payment will be processed immediately. Once successful, the checkout page will display your order number and allow you to print a receipt.

A formal order confirmation email containing your order ID will also be sent to the email address you provided.

If you have not received a confirmation email and are unsure whether your order was placed, please contact our customer support.

 

Can I modify my order after placement?

No order modifications are allowed once your order has been dispatched. This includes changes to delivery address, product selections, gift messages and other details.

Please carefully double-check all order and delivery information before completing checkout.

 

How can I cancel my order?

You may contact our customer service team to request cancellation and a full refund if your order has not yet been dispatched from our warehouse or partner facility.

Cancellation is no longer possible once your order has been shipped.

In addition, orders containing personalized items already in production cannot be cancelled.

 

What payment methods do you accept?

For small orders, we accept:

 

Is my credit card information secure?

We use trusted third-party payment providers including PayPal and Payoneer, which operate some of the world’s most secure global payment channels.

Protecting your payment and personal data is our top priority. We follow industry-leading security standards to keep your information safe at all times.

 

I'm having issues with my PayPal / Payoneer account. What should I do?

Please contact PayPal or Payoneer directly via their official support channels for any account or payment issues.

As independent payment providers, we cannot access or manage your third-party account details, nor provide official account support.

If you cannot resolve the issue, we offer alternative payment methods so you can still complete your order.

 

How long will delivery take?

You may check the estimated delivery time by entering your order ID or email address via our Track Order page or the official courier website.

Total delivery time is calculated from the moment you place your order until final delivery, and consists of processing time and shipping transit time.

 

What shipping methods do you provide?

 

What is the return time window for my order?

We only accept returns caused by our own errors, such as manufacturing defects or printing mistakes. Returns for personal reasons are not accepted.

Please inspect your goods immediately upon receipt. All claims must be submitted within 14 days of delivery, unless covered by an extended official warranty.

 

My order arrived damaged or defective. What can I do?

Please contact our customer service team immediately if your items arrive damaged or faulty. We kindly ask you to provide clear photos showing the defect or damage.

We can arrange a replacement, exchange, store credit, or full or partial refund based on the situation. If you need a replacement, please advise your preferred delivery timeline.

We will send you a prepaid return label by email if any items need to be returned to us.

 

I received the wrong item. What should I do?

We sincerely apologize if you receive incorrect items. We offer exchange, replacement, store credit or full refund solutions.

Please contact our customer service promptly with full details of the items ordered versus items received. If you need a replacement, please let us know your required delivery timeframe.

If product return is necessary, we will provide a free return label via email.

 

An item is missing from my order. How do I resolve this?

We aim to ensure every customer enjoys a smooth shopping experience. If any item is missing from your order, please contact our customer service team immediately with your order ID.

We will arrange a replacement for the missing item or issue a partial refund according to your preference. Please advise us if you have a preferred timeline for replacement delivery.

 

How will my refund be issued?

All refunds will be processed via the original payment method and original account used to place your order.

We cannot issue refunds to alternative third-party accounts. If your original payment account is no longer available (e.g. cancelled credit card), please contact our customer service to discuss available solutions.

 

How long does it take to process my refund?

Refunds are always credited back to your original payment account.

Once our team approves your refund, the funds typically appear in your account within 3 business days.

If you have not received your refund after 5 business days, please get in touch with us for further checking.

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