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

Shipping Policy

1. Purpose of This Policy

This Shipping Policy explains the estimated shipping transit time, order-processing information, shipping-charge disclosure, tracking arrangements, and procedures for addressing delivery concerns for orders placed through Arqenlo™.

We aim to provide understandable delivery information so customers can review the relevant arrangements before ordering and know how to request assistance when a shipment does not progress as expected.

2. Order Processing Before Dispatch

A fixed order-processing period has not been confirmed for all products.

Customers should review any processing estimate provided on the relevant product page or in order-related communications. If no estimate is available and the timing is important to your decision, contact service@arqenlo.com for clarification before submitting an order.

Order processing before dispatch is separate from the shipping transit time stated below. The 3–7-day estimate should not be interpreted as a guarantee covering the entire period from order submission to delivery.

We do not promise a specific number of processing days where a confirmed business-wide timeframe has not been established.

3. Estimated Shipping Transit Time

The estimated shipping transit time is 3–7 days after dispatch.

This estimate describes the expected transportation period after an order has been dispatched. It does not guarantee arrival on a particular date.

Actual transit time may be affected by destination conditions, carrier operations, weather, seasonal demand, address clarification, transportation interruptions, or other circumstances affecting the delivery process.

Where more specific delivery information is provided for an individual order, customers should refer to the applicable order communication.

4. Shipping Charges and Delivery Methods

Customers should review the applicable shipping charge and available delivery method shown for their order before finalizing it.

A fixed shipping rate, free-shipping offer, or minimum order threshold has not been confirmed in the information supplied for this policy. Customers should not assume that a particular rate or free-shipping arrangement applies unless it is expressly stated for the relevant order.

If the applicable shipping charge or delivery method is unclear, contact service@arqenlo.com for clarification before proceeding.

5. Fulfillment and Dispatch Origin

A single dispatch location has not been confirmed for all products. Accordingly, this policy does not represent that all products ship from a particular country, city, or local warehouse.

Customers who need to confirm the dispatch origin for a particular product should contact customer support before submitting an order. We will provide the applicable information available for the relevant product or shipment.

Any origin information communicated for a specific order should reflect the actual fulfillment arrangement for that order.

6. Dispatch and Tracking

Dispatch occurs when an order is handed over to the applicable carrier or fulfillment service.

When tracking information is available, it will be provided through the relevant shipping confirmation or order communication. Depending on carrier procedures, tracking information may take time to become active after dispatch.

Customers should retain their order number and available tracking details until delivery has been completed.

If tracking information is missing, remains inactive for an extended period, or appears inconsistent with the shipment's progress, contact service@arqenlo.com and include your order number.

7. Delayed Shipments

Delivery delays may occur because of carrier workload, weather, transportation interruptions, seasonal demand, address issues, or other circumstances affecting transit.

If your shipment appears delayed, contact customer support with your order number and available tracking details. We will review the information provided and determine the appropriate next steps.

Where necessary and reasonably available, this may include an inquiry with the shipping carrier. Additional time may be required to obtain information or determine the status of the shipment.

8. Missing or Apparently Lost Packages

If tracking information has not been updated for an extended period or a package appears to be lost, contact service@arqenlo.com.

Please provide your order number, any available tracking reference, and a brief description of the concern. Our team will review the details and explain the next steps.

If tracking shows that a package was delivered but you cannot locate it, check the delivery location and any relevant household or building receiving areas. If the package remains missing, contact us for further review.

A delivered scan alone does not automatically prevent a genuine delivery concern from being investigated.

9. Incorrect Delivery Information

Customers should provide accurate delivery information when submitting an order.

If you discover an address error, contact customer support as soon as reasonably possible. Changes may not be possible after dispatch, but we will review the available options based on the order's status.

10. Shipping-Related After-Sales Assistance

We aim to process shipping-related after-sales requests within three business days.

This is the standard handling target. A carrier investigation or final delivery resolution may take longer if external confirmation or additional information is needed.

We aim to communicate relevant next steps and request additional details when necessary.

11. Contact

For questions about processing estimates, shipping charges, tracking information, delayed shipments, or delivery concerns, contact service@arqenlo.com.

Please include your order number and relevant shipment details so that the inquiry can be reviewed efficiently.

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

Return Policy

1. Return Period

Eligible return requests must be submitted within 30 calendar days of delivery.

Customers should contact service@arqenlo.com within this period and provide enough information to identify the relevant order and explain the reason for the request.

The 30-day period is the standard return window stated in this policy. It does not remove any additional rights or remedies that cannot legally be restricted.

2. Conditions for Return

Return eligibility depends on the product's condition, the reason for the request, and applicable legal requirements.

For a preference-based return, the item should be in its original condition, with included components and original packaging where reasonably available. Customers should avoid unnecessary use or handling beyond what is reasonably needed to inspect the item.

A product that arrives damaged, defective, incorrect, or materially different from its description will be assessed according to the circumstances rather than automatically treated as an ordinary change-of-mind return.

Customers should review any product-specific instructions or restrictions published with the relevant item. If eligibility is unclear, contact customer support for clarification.

3. How to Submit a Return Request

To begin a return request, email service@arqenlo.com and provide:

• Your order number.

• The product name or identifying description.

• The reason for the return.

• A description of the product's current condition.

• Photographs or other supporting information where relevant, particularly for damaged, defective, or incorrect products.

Our team will review the information and communicate the applicable next steps. Additional details may be requested if necessary to assess the request.

We aim to process after-sales requests within three business days. Cases requiring additional information, product assessment, or an investigation may take longer to resolve.

4. Return Authorization and Destination

Please contact customer support before sending a product back. Do not send a return to an address that has not been authorized for the specific return.

The business address stated in this policy identifies the company operating the website and is not automatically an authorized return warehouse.

If a return is approved, our team will provide the appropriate return destination and instructions. Customers should follow those instructions carefully and retain relevant shipping records until the return has been processed.

5. Return Shipping Arrangements

The applicable return shipping arrangement will be explained when the request is reviewed, taking into account the reason for the return, any specific arrangement applicable to the order, and relevant legal requirements.

For this reason, customers should contact support and obtain return instructions before dispatching an item. This helps avoid sending products to an unsuitable destination or incurring costs before the return arrangements have been clarified.

Where applicable law requires a particular allocation of return costs, the relevant legal requirements will apply.

6. Damaged, Defective, or Incorrect Products

Please report a damaged, defective, incorrect, or materially misdescribed product as soon as reasonably possible after delivery.

Include the order number, product name, a description of the issue, and photographs where available. Our team may request additional information when necessary to assess the circumstances.

After reviewing the information, we will communicate the appropriate next steps. Depending on the circumstances and applicable requirements, the resolution may include a return, replacement, refund, or another suitable remedy.

7. Return Review

When a return is required, the returned product may be inspected after receipt to assess its condition and determine the appropriate outcome.

If the return cannot be matched to an order or additional information is needed, our team may contact the customer to clarify the details.

We aim to review return requests consistently and explain relevant decisions and next steps clearly.

8. Refund Timing

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. The stated timeframe is the expected refund period, not a guarantee that every external processing step will be completed at a particular time.

If the stated period has passed without an update, contact service@arqenlo.com and provide your order number and the date of the refund confirmation.

9. Requests Outside the Standard Return Period

If a concern arises after the 30-calendar-day return window, contact customer support and explain the circumstances.

Any assistance will depend on the nature of the issue and applicable law. The standard return window does not remove rights or remedies that cannot legally be restricted.

10. Contact

All return requests, product-condition reports, and refund questions should be directed to service@arqenlo.com.

Please wait for return instructions before sending a product to a destination that has not been expressly authorized for your return.

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.