FAQ

Welcome to our FAQ page. Here you can find clear answers to common questions about ordering, payment, shipping, delivery, order changes, and after-sales support.

If you cannot find the information you need, please contact us at support@mareldeniv.com and include your order number and the email address used at checkout so we can assist you more efficiently.

Ordering & Payment

• Q: How do I apply a discount code?

  • Discount codes can be entered during checkout before your payment is completed. Please follow these steps:

    1. Select the item you would like to purchase, then click “Add to Cart.”

    2. In your cart, choose “PAY WITH DEBIT/CREDIT CARD” to continue to the checkout page. (This checkout option supports both PayPal and credit/debit card payments.)

    3. On mobile devices, tap “Show order summary” and enter your discount code.

    4. On desktop, enter the code in the discount field shown on the right side of the checkout page.

    5. After the discount is applied, continue your payment using PayPal or your credit/debit card.

• Q: Which payment methods do you accept?

  • We support a variety of secure payment options, including PayPal, Visa, MasterCard, American Express (AE), Diner’s Club, most major debit and credit cards, Apple Pay, and Google Pay.

• Q: How much is the shipping fee?

  • Our standard worldwide shipping fee is usually USD $5.99. Shipping charges may vary depending on your delivery location and any active promotions. The final shipping cost will be clearly shown at checkout before payment is completed.

Shipping & Delivery

• Q: Do you offer international shipping?

  • Yes. We offer worldwide shipping and work with logistics partners in multiple regions. When possible, your package will be shipped from the nearest available fulfillment location to help improve delivery efficiency.

• Q: How long does shipping take?

  • Orders are typically delivered within 10–20 business days after processing and shipment.

• Q: How can I track my order?

  • Once your order has been shipped, you will receive a confirmation email containing your tracking number. You can use this tracking number on sites such as 17track.net to check your shipment status.

• Q: Why hasn’t my tracking information updated?

  • Tracking information may take 24–48 hours to appear after shipment confirmation. It is also normal for tracking updates to pause temporarily while a package is moving between carrier facilities or transfer points.

• Q: Why did I only receive part of my order?

  • If your order contains multiple items, they may be shipped separately from different warehouses to speed up delivery. Each package will receive its own tracking number when available.

Order Changes & Cancellations

• Q: Can I update my shipping address, name, or phone number?

  • Please contact us as soon as possible at support@mareldeniv.com with the subject line: “Urgent: Address Change”.

  • Please include:

    • Your order number

    • The email address used for the order

    • Your complete updated shipping information

  • We will do our best to update your order before it enters fulfillment. Once the order has shipped, changes can no longer be guaranteed.

• Q: Can I modify items in my order, such as size, color, or quantity?

  • Yes, but change requests must be made quickly. Please email support@mareldeniv.com with the subject line: “Urgent: Order Change”.

  • Please include:

    • Your order number

    • The email address used at checkout

    • The exact changes you would like to make

  • Order change requests can only be processed before the order reaches fulfillment.

• Q: Can I cancel my order?

  • Orders that have not yet shipped may be eligible for cancellation, although a small processing fee may apply. Once an order has been dispatched, cancellation is no longer possible.

Post-Delivery Support

• Q: My order arrived damaged. What should I do?

  • We sincerely apologize for the inconvenience. Please contact us at support@mareldeniv.com and provide:

    • Your order number and order email

    • Photos or videos showing the damaged item

    • A clear photo of the shipping label

  • Our support team will review your case and assist you as quickly as possible.

• Q: What if my item has a defect or quality issue?

  • We take product quality seriously and will do our best to help resolve the issue. Please email support@mareldeniv.com and include:

    • Your order number and order email

    • A clear description of the issue

    • Photos or videos that clearly show the defect

• Q: I received the wrong item or something is missing. What should I do?

  • Please contact us at support@mareldeniv.com with:

    • Your order number and order email

    • Photos or videos of the incorrect item received

    • Details about any missing items

  • We will review the situation and work to resolve it as quickly as possible.

Account & Communication

• Q: I didn’t receive an order confirmation email. What should I do?

  • Please check your spam or junk folder first. If you still cannot find the confirmation email, contact us at support@mareldeniv.com and provide the email address used at checkout so we can help resend your confirmation.

• Q: I haven’t received my tracking number yet. What should I do?

  • Tracking numbers are usually sent within 1–2 business days after your order has been processed. If it has been longer, please check your spam folder or contact us for assistance.

Customer Support Contact

• 📧 Email: support@mareldeniv.com

• 📞 Phone: +1 (540) 619-5179

• Company: HONGKONG ARKTECH LIMITED

• Address: RM11, 13/F, BLK C, WONG KING IND. BLD., 192-198 CHOI HUNG RD, SAN PO KONG, HONG KONG