FAQ
Welcome to the official Frequently Asked Questions page of tetolo. This section consolidates authoritative, standardized, and systematically sorted answers covering product attributes, order workflows, payment compliance, warehouse processing, international logistics, customs clearance regulations, after-sales mechanisms, account management, and customer service provisions. This FAQ is designed to eliminate transaction uncertainties, provide transparent shopping guidelines, enable efficient self-service inquiries, and optimize the overall cross-border consumption experience for all global consumers. All clauses herein are interpreted in consistent accordance with our official store policies.
General & Order Related Questions
1. How do I place an order on tetolo?
Our website provides a streamlined and intuitive purchasing process for all users. Customers may browse categorized product collections, select preferred specifications, confirm item quantity, and add qualified commodities to the shopping cart. During checkout, you shall submit complete, accurate, and deliverable recipient information, select an authorized encrypted payment method, and complete transaction authorization. Upon successful payment validation, an automated official order confirmation email containing order serial number, purchased merchandise, billing records, and processing timeline will be instantly delivered to your registered email address.
2. Can I cancel my order after payment?
Order cancellation is permitted free of charge before our warehouse initiates sorting, quality inspection, and packaging workflows. Once the order enters operational processing, including merchandise verification, sealed packaging, shipping label generation, and outbound reservation, unconditional voluntary cancellation shall no longer be acceptable. If a customer insists on terminating an in-process order, the incurred labor fees, packaging expenses, and logistics reservation costs shall be reasonably deducted from the refund amount in compliance with our Terms of Purchase.
3. Can I modify my shipping address or order information?
Free modification of shipping address, recipient name, contact number, postal code, and order remarks is allowed within 1 hour after successful payment confirmation. After the time limitation expires, order data will be automatically locked by the warehouse management system to prevent delivery anomalies such as misdelivery, parcel loss, and customs clearance failure. No information adjustment or recipient replacement is permitted once sorting procedures commence. Customers are required to verify all shipping details prior to checkout submission.
Payment & Security Questions
4. Is my payment and personal information safe?
All user data and payment credentials are strictly protected under global data compliance standards. tetolo adopts advanced SSL encryption protocols, independent secure servers, and certified third-party payment gateways. We do not permanently store complete bank credentials, sensitive financial data, or confidential payment records. No personal identifiable information will be sold, leased, traded, or unnecessarily disclosed to external commercial entities. All data processing activities comply with EU GDPR regulations and our published Privacy Notice.
5. Why did my payment fail or get declined?
Common causes of transaction rejection include insufficient account balance, disabled international transaction permissions set by the card-issuing bank, temporary network instability, browser incompatibility, repeated order submission, and automated risk-control interception. In the event of payment failure, users are advised to verify international payment eligibility, refresh the webpage, and retry the transaction. For abnormal deductions, duplicated charges, and pending transaction statuses, please submit a manual reconciliation request via our official support email.
6. Does tetolo charge any hidden fees?
All displayed product prices are transparent, real-time, and final settlement amounts. Our store strictly prohibits hidden charges, including undisclosed service fees, handling fees, membership activation fees, and platform maintenance fees. Customers shall only bear the displayed product value and applicable shipping fees. All charging items are explicitly displayed on the checkout interface without concealed consumption items.
Shipping & Delivery Questions
7. How long does it take to process my order?
All confirmed paid orders will undergo systematic sorting, manual quality inspection, shockproof packaging, data verification, and outbound arrangement within 1–3 business days. Orders submitted during weekends or statutory public holidays will be processed sequentially on the next available working day. Every commodity will pass standardized pre-shipment inspection to ensure intact packaging and qualified product conditions before international dispatch.
8. How long is the international shipping delivery time?
For most urban regions worldwide, standard cross-border shipping requires 10–20 business days for completed delivery. Remote inland territories, high-latitude areas, and isolated islands may extend the transit period to 15–25 business days. The final delivery timeline is subject to uncontrollable objective factors, including customs clearance cycles, local postal distribution efficiency, extreme meteorological conditions, carrier route adjustments, and seasonal shopping traffic surges.
9. Can I track my package after shipment?
Once merchandise departs from our overseas warehouse, a unique tracking number and official logistics inquiry link will be automatically sent to the customer’s registered email. Users may monitor real-time transit status, customs clearance progress, and local distribution updates at any time. We provide continuous end-to-end tracking services until the parcel is successfully signed and received by the recipient.
10. What should I do if my package is stuck or delayed?
Temporary logistics stagnation and transit delays are normal occurrences in international cross-border transportation, especially during customs examination and peak shipping seasons. If tracking status remains unchanged for more than seven consecutive business days, customers shall submit a logistics investigation application via our official email with the corresponding order number. Our logistics team will communicate with the carrier, verify parcel status, and synchronize updated transportation progress to the applicant.
11. Do I need to pay customs duties or extra taxes?
All international parcels are subject to mandatory customs inspection in the destination country. In accordance with local trade policies and tax regulations, import duties, clearance fees, or governmental consumption taxes may be imposed on individual shipments. All customs-generated additional charges shall be solely undertaken by the recipient. Our company assumes no liability for customs taxation, detention fees, and related clearance expenses.
Return, Refund & After-sales Questions
12. Can I return or exchange the products?
We provide standardized return and exchange services within 30 calendar days from the parcel signing date. All returned goods must remain unused, unaltered, and unsoiled with intact original packaging, tags, labels, and auxiliary accessories. For personal-reason returns, the customer shall bear the outbound return shipping cost. If the return requirement derives from factory defects, shipping errors, or transportation damage, all logistics fees shall be covered by our store in accordance with the Return & Refund Policy.
13. What should I do if I receive damaged or wrong items?
In cases of defective merchandise, transportation breakage, incorrect item dispatch, accessory missing, or obvious goods inconsistency, customers shall retain original packaging and collect unedited photos or videos as valid evidence. Submit an after-sales application through our official email for manual verification. Our after-sales team will confirm liability attribution and issue applicable solutions, including full refund, complimentary replacement, partial compensation, or supplementary delivery.
14. How long will I receive my refund?
After the returned parcel is physically received, our inspection department will conduct commodity condition verification within 2–3 working days. Once the return application is formally approved, the refund procedure will be initiated within 3–5 working days and remitted to the original payment channel. The actual arrival time is determined by the auditing cycle and processing efficiency of the customer’s payment institution.
15. Are clearance items eligible for return?
Discounted clearance goods, final-sale commodities, and promotional bundled products are marked non-refundable and non-returnable on product pages. Due to inventory clearance attributes, batch-cost characteristics, and hygiene control requirements, after-sales requests for clearance merchandise will not be accepted unless severe factory defects are verified with official evidentiary documents.
Account & Service Questions
16. Do I need to create an account to shop?
Guest checkout is accessible for temporary purchasers; nevertheless, registered account users can enjoy data synchronization functions, including saved shipping addresses, historical order records, multi-parcel tracking, exclusive promotional activities, and priority after-sales support. Account registration is free, encrypted, and without any recurring membership fees.
17. How can I contact customer service for help?
For any inquiries regarding merchandise specifications, order workflows, payment anomalies, logistics exceptions, after-sales applications, policy interpretation, and business cooperation, please contact our dedicated support team via official email: payment@tetolo.com. Our professional customer service personnel will review your ticket and issue standardized replies within 24 working hours.
18. Does tetolo provide wholesale or customized service?
We support bulk wholesale cooperation and personalized customized service for qualified business clients and individual consumers. Customizable services include product carving, appearance optimization, and batch order customization. Wholesale purchasers can submit cooperation intentions through our official email, attaching purchase quantity, customized requirements, and destination country information. Our business team will evaluate demands and provide formal quotation solutions within 48 working hours.
19. Will my order be affected by holidays or peak seasons?
During international public holidays, shopping promotion peaks, and extreme weather periods, global logistics throughput will increase significantly, which may lead to order processing delays, customs detention, and extended delivery cycles. We recommend customers arrange purchasing plans reasonably in advance. Seasonal logistics fluctuations shall not be regarded as valid reasons for compulsory refunds or unreasonable complaints.
20. What if my parcel is marked as delivered but I did not receive it?
If the tracking system displays “Delivered” without actual receipt, customers are advised to check with surrounding neighbors, local post stations, building management offices, and regional couriers first. If the parcel cannot be located within 48 hours, please contact our support team with your tracking number. We will launch a delivery investigation with the logistics provider and provide targeted solutions based on carrier verification results.