FAQs

Frequently Asked Questions

How can I contact Trelivra?
Fill out our contact form located on the Contact Us Page. Once submitted, expect to receive a response within 24 hours. Our customer support team will be happy to help with anything you need!

Do you ship internationally?
Yes! We ship worldwide.

Where do you ship from?
We ship from Hong Kong.

Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes or cancellations within 12 hours of ordering. Requests made after this window will be denied. If your order has already shipped, you may return it once received according to our Return & Refund Policy.

What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, etc.).

When will my order be processed?
Orders are processed within 1–3 business days (Monday–Friday). Orders placed during holidays or peak periods may take longer. Please note that we do not ship on weekends.

How long will it take to receive my order?
Due to high demand, orders may take between 2-4 weeks to arrive. International orders may take longer due to customs delays.

What if I don’t receive my order?
If you don’t receive your order within 30 days of shipment, please contact us. You may be eligible for a full refund.

Will I be charged with customs and taxes?
The prices on our site are listed tax-free in US Dollars. You may be responsible for import duties, VAT, or customs fees once your order arrives. These are determined by your country’s customs office and are not covered by us. For more information, please contact your local customs authority.

How do I return an item?
Please fill out our contact form on the Contact Us Page. Be sure to include your order number and any pertinent details about your return request. We’ll respond with return instructions, if eligible. Items must be unused, in original packaging, and include proof of purchase.

Are there any items I can’t return?
Yes. We do not accept returns for:

  • Items that have been used or damaged

  • Items without original packaging

  • Hygiene-related items (e.g. grooming tools, pet feeding products)

  • Clearance items, gift cards, or digital goods

Who pays for return shipping?
If the item is damaged or incorrect, we’ll cover return shipping. For all other returns (e.g. change of mind), the customer is responsible for shipping costs.

What if the item(s) I received are defective, incorrect, or damaged?
Please reach out to us within 48 hours of delivery. Fill out the form found on the Contact Us Page. Include your order number and photo or video proof of the issue. We’ll do our best to resolve the situation quickly, whether through a replacement or refund.

When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.

Is my information secure with Trelivra?
Absolutely. We respect your privacy and handle your data according to our Privacy Policy and Shopify’s secure payment infrastructure.