Arqenlo™ is owned and operated by Guangzhou Sa'e Trading Co., Ltd.
Business Address: Room 101, No. 7 Tianpingjia 2nd Lane, Tianhe District, Guangzhou | Legal Representative: Yuan Lina | Customer Support: service@arqenlo.com
Frequently Asked Questions
About Arqenlo™
1. What is Arqenlo™?
Arqenlo™ is an online retail brand specializing in office stationery for everyday work, study, desk organization, and routine administrative activities.
2. Which company operates the Arqenlo™ website?
The website is operated by Guangzhou Sa'e Trading Co., Ltd. Arqenlo™ is the brand name used on the storefront.
3. How can I contact customer support?
Email service@arqenlo.com. Our telephone number is +86 13172859968, and our customer service hours are 8:00 AM–10:00 PM.
Products and Orders
4. Where can I find product specifications?
Please review the relevant product page for available dimensions, materials, color options, included components, and other specifications. If important information is unclear, contact customer support before choosing the item.
5. How can I determine whether a product suits my needs?
Review the product description and any relevant specifications. Consider the item's dimensions, intended use, and included components before making a selection. If you need clarification, email service@arqenlo.com.
6. What should I do if a product description appears incorrect?
Contact customer support, identify the relevant product, and explain which information appears inaccurate or unclear. We will review the concern and communicate the appropriate next steps.
7. Can I request an order change or cancellation?
Contact service@arqenlo.com as soon as reasonably possible and include your order number. Whether a change or cancellation can be accommodated depends on the order's current fulfillment and dispatch status. Once an order has been dispatched, cancellation may no longer be possible, although the Return Policy may apply.
8. How long does order processing take?
A fixed order-processing period has not been confirmed for all products. Please review any processing estimate provided for the relevant product or order. If the timing is unclear and important to your decision, contact customer support before placing your order.
Shipping and Delivery
9. How long does shipping take?
The estimated shipping transit time is 3–7 days after dispatch. This estimate does not include any unconfirmed processing period before dispatch and is not a guarantee of arrival on a particular date.
10. Where will my order be dispatched from?
The dispatch origin has not been confirmed as one fixed location for all products. If you need to confirm the origin for a particular item before ordering, contact service@arqenlo.com for clarification.
11. How are shipping charges determined?
Please review the applicable shipping charge and available delivery method shown for your order before finalizing it. If this information is unclear, contact customer support for clarification. This policy does not promise a fixed shipping rate or free-shipping arrangement.
12. Will I receive tracking information?
When tracking information is available, it will be provided through the relevant shipping confirmation or order communication. Tracking may take time to become active after dispatch, depending on the carrier's procedures.
13. What should I do if tracking has not updated?
If tracking remains inactive for an extended period or appears inconsistent with the shipment's progress, contact customer support with your order number and any available tracking details.
14. What should I do if my shipment is delayed?
Contact service@arqenlo.com and provide your order number and available tracking information. We will review the concern and determine the appropriate next steps. If an investigation is needed, the final resolution may take longer than the initial handling period.
15. What if tracking says delivered but I cannot find the package?
Check the delivery location and any relevant household or building receiving areas. If the package remains missing, contact customer support for further review. A delivered scan alone does not automatically prevent a genuine delivery concern from being investigated.
Returns and Refunds
16. How long do I have to request a return?
Eligible return requests must be submitted within 30 calendar days of delivery. Contact service@arqenlo.com within this period and provide your order number, product name, and reason for the request.
17. How do I start a return?
Email customer support with your order number, product name, reason for the return, and a description of the item's condition. Photographs may be requested when relevant, particularly for damaged, defective, or incorrect products.
18. Can I send an item back without contacting customer support?
Please contact customer support and wait for return instructions before sending an item back. The business address shown on the website is not automatically an authorized return destination.
19. Who is responsible for return shipping costs?
The applicable return shipping arrangement will be explained when the request is reviewed, taking into account the reason for the return and applicable legal requirements. Contact customer support before sending the item back.
20. When will an approved refund be credited?
Approved refunds are expected to be credited within 7–10 business days after approval and completion of any required return review. The time at which the refund appears may vary depending on the relevant processing service.
21. What if my product arrives damaged or incorrect?
Contact service@arqenlo.com as soon as reasonably possible. Include your order number, a description of the issue, and photographs where available. We will review the information and communicate the appropriate next steps under the Return Policy and applicable requirements.
22. Can I request assistance after the 30-day return period?
Contact customer support and explain the circumstances. Assistance will depend on the nature of the issue and applicable law. The standard return period does not remove rights or remedies that cannot legally be restricted.
Customer Service and Privacy
23. How quickly are after-sales requests processed?
We aim to process after-sales requests within three business days. Cases requiring additional information, product assessment, or an external investigation may take longer to resolve.
24. How does Arqenlo™ handle personal information?
Our Privacy Policy explains the types of information that may be collected, how information may be used, when it may be shared, and the choices available under applicable law.
25. How can I submit a privacy-related request?
Email service@arqenlo.com and describe your request. We may need to verify your identity or clarify the scope of the request before responding.
26. What should I do if I cannot find the information I need?
Email service@arqenlo.com or call +86 13172859968 during our customer service hours of 8:00 AM–10:00 PM. If your inquiry concerns an existing order, include the order number and relevant details so that our team can direct the matter to the appropriate review process.