1. How We Can Help

Customer Support can assist with questions relating to:

• Product information.
• Included components.
• Order status.
• Address corrections.
• Cancellation requests.
• Payment questions.
• Shipping and tracking.
• Damaged packages.
• Incorrect or incomplete orders.
• Return requests.
• Refund status.
• Store policies.

2. Product Questions

If you need help understanding a product before ordering, include the product name and the specific information you need.

3. Order Questions

For order-related requests, include your order number whenever possible.

4. Address Changes

If you notice an address mistake after placing an order, contact us as soon as possible.

Changes cannot be guaranteed after fulfillment has begun.

5. Cancellation Requests

Cancellation requests should be submitted as soon as possible.

If the order has already entered fulfillment, cancellation may no longer be available.

6. Payment Questions

If your question relates to payment, provide your order number and non-sensitive transaction information.

7. Shipping Questions

For a shipping question, provide your order number and tracking number where available.

8. Damaged Orders

If a package or item arrives damaged, keep the packaging and item where reasonably possible and include clear photographs if available.

9. Incorrect or Missing Items

If your order contains the wrong product or appears to be missing an expected item or component, contact us with the order number and photographs where relevant.

10. Return Requests

Contact Customer Support before shipping any merchandise back.

Include:

• Order number.
• Product name.
• Reason for the return request.
• Photos where relevant.

11. Return Address

12. Refund Questions

If an approved refund has not appeared after the expected processing period, contact Customer Support with your order information.

13. Ownership & Operation

cervinna™ is owned and operated by Hangzhou Xiwang Technology Co., Ltd.

Hangzhou Xiwang Technology Co., Ltd. operates cervinna.com and is responsible for the operation of the cervinna™ online store and its customer-service activities.

Owner / Representative: Qu Jikui

14. Response Handling

Customer-service requests are reviewed during Customer Service Hours.

Response timing may vary depending on message volume, the complexity of the request and whether additional information is required.

15. Information to Provide

Providing complete information at the start can help us review your request more efficiently.

Where relevant, provide:

• Order number.
• Product name.
• Tracking number.
• Description of the issue.
• Relevant photographs.

16. Business Information

The official business details below identify the company operating cervinna™.