Find answers to common questions about QVAIVE, our products, orders, shipping, returns, refunds, and customer service.
About QVAIVE
What is QVAIVE?
QVAIVE is an online retail brand focused on decorative lighting and seasonal home décor.
Our current product range includes flameless LED candles, battery-powered decorative candles, remote-controlled candles, solar pathway lights, and other seasonal decorative lighting products.
The QVAIVE online store is operated by Shenzhen Mincunfu E-Commerce Co., Ltd.
Who operates the QVAIVE online store?
The QVAIVE online store is operated by:
Shenzhen Mincunfu E-Commerce Co., Ltd.
Registered Business Address:
Room 703, Unit 2, No. 33-1 Shepai New Village
Donghai Community, Yantian Subdistrict, Yantian District
Shenzhen, Guangdong 518083
China
Where is QVAIVE based?
The company operating QVAIVE is registered in Shenzhen, Guangdong, China.
For eligible U.S. orders, fulfillment and shipping are handled through our third-party fulfillment and logistics partners located in the United States.
Products
What types of products does QVAIVE offer?
Our current product range may include:
- Flameless LED candles
- Battery-powered decorative candles
- Remote-controlled candles
- Seasonal and Christmas lighting
- Solar outdoor pathway lights
- Outdoor holiday decorations
Please review the individual product page before ordering for product-specific information such as dimensions, materials, power requirements, package contents, and recommended use.
Are batteries included with QVAIVE products?
Battery requirements vary by product.
Whether batteries are included will be stated on the applicable product page when relevant.
Please review the product description and specifications before placing your order.
Can QVAIVE products be used outdoors?
Some products are designed for outdoor use, while others are intended primarily for indoor decorative use.
Please check the individual product page for the recommended environment and any applicable water-resistance or weather-resistance information.
Do not use a product outdoors unless the product information indicates that it is suitable for outdoor use.
Will the product look exactly like the product photos?
We make reasonable efforts to display product colors, appearance, size, and features accurately.
However, slight differences may occur because of:
- Screen settings
- Photography and lighting conditions
- Manufacturing tolerances
- Product updates
- Natural differences in viewing conditions
These minor differences do not normally affect the intended function of the product.
Orders
How do I know if my order was successfully placed?
After successfully completing checkout, you should receive an order confirmation email at the email address provided during checkout.
If you do not see the confirmation email, please check your spam or junk folder.
If you still cannot locate it, contact us at:
Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible at:
We will make reasonable efforts to assist before fulfillment begins.
However, once an order has entered processing, packing, fulfillment, or shipment, changes or cancellation may no longer be possible.
If the order has already shipped, you may request an eligible return after delivery according to our Return and Refund Policy.
What is your order cutoff time?
Our daily order cutoff time is:
6:00 AM Pacific Time (America/Los_Angeles)
Orders placed before the cutoff time on a business day may begin processing that business day.
Orders placed after 6:00 AM Pacific Time (America/Los_Angeles), on weekends, or on U.S. public holidays will normally begin processing on the next business day.
How can I check my order status?
When your order ships, tracking information will be provided when available.
You can use the tracking details to monitor the shipment through the carrier's tracking system.
If you need assistance with an existing order, contact:
Please include your order number.
Shipping
Where does QVAIVE ship?
QVAIVE currently ships eligible orders only to physical addresses in the 48 contiguous United States.
We do not currently ship to Alaska, Hawaii, the District of Columbia, U.S. territories, APO/FPO/DPO military addresses, or international destinations.
Where are orders shipped from?
For eligible customers in the 48 contiguous states, orders are fulfilled and shipped through our third-party fulfillment and logistics partners located in the United States.
How much does shipping cost?
Our standard shipping rates are:
- Orders of $60.00 or more: Free standard shipping
- Orders under $60.00: $5.00 flat-rate standard shipping
Any applicable shipping charge will be displayed during checkout before payment is completed.
How long does order processing take?
Orders are generally processed within:
1–3 business days
Our standard processing days are Monday through Friday, excluding U.S. public holidays.
How long does shipping take after dispatch?
After an order has been processed and transferred to the shipping carrier, estimated transit time is generally:
3–7 business days
What is the total estimated delivery time?
The total estimated delivery time is approximately:
4–10 business days
This includes:
- Processing time: 1–3 business days
- Transit time: 3–7 business days
Delivery times are estimates and may vary because of carrier delays, weather, seasonal demand, destination, service interruptions, or other circumstances outside our reasonable control.
How do I track my order?
Tracking information will be provided when available after your order ships.
Please allow some time for the carrier's tracking system to update after shipment.
If the tracking information has not updated for an extended period, contact us at:
What should I do if my package is delayed?
Please first review the tracking information provided by the shipping carrier.
If your order has not arrived within the expected delivery period, contact us at:
Please include your order number so that we can review the available shipping information.
What should I do if my package appears to be lost?
If tracking information indicates that your package may have been lost in transit, contact us at:
We will review the available tracking information and, when appropriate, work with the carrier or fulfillment partner to investigate.
Returns & Refunds
Do you accept returns?
Yes.
We accept eligible returns for both defective and non-defective products when the return request is made within 30 days of delivery.
To qualify for a return, the product must generally be:
- New and unused
- In its original condition
- Returned with original packaging when applicable
- Returned with original accessories, parts, manuals, and components when applicable
- Free from customer-caused damage or alteration
Please review our Return and Refund Policy for complete requirements.
How long do I have to request a return?
Eligible return requests must be made within:
30 days of delivery
The return period begins on the date the order is delivered.
How do I start a return?
Before sending any product back, contact us at:
Please include:
- Your order number
- The product you want to return
- The reason for the return
- Clear photographs if the product arrived damaged, defective, or incorrect
After reviewing the request, we will provide the appropriate return instructions and authorized return address.
Please do not send a return without first contacting us.
How are returns sent?
Eligible returns are accepted by mail.
Customers are responsible for obtaining and arranging the appropriate return shipping label unless otherwise instructed by our customer service team.
Where do I return my order?
Eligible returns for U.S. orders are processed through authorized return locations in the United States.
The correct return address may vary depending on the product and fulfillment location.
Please contact:
before sending any return.
We will provide the correct authorized return address and return instructions.
Do not send returns to our registered business address unless our customer service team specifically instructs you to do so.
Who pays for return shipping?
For returns caused by:
- Change of mind
- Ordering the wrong product
- No longer wanting the product
- Other reasons not caused by QVAIVE
the customer is responsible for arranging and paying the return shipping cost.
For a verified:
- Damaged product
- Defective product
- Incorrect product sent by us
QVAIVE will provide appropriate return instructions and cover reasonable return shipping costs when a return is required.
Do you charge a restocking fee?
No.
QVAIVE does not charge a restocking fee for eligible returns.
Do you offer exchanges?
We do not currently offer direct exchanges.
If you would like a different product, style, or item, please return the eligible original product according to our Return and Refund Policy and place a new order.
If you received a damaged, defective, or incorrect product, please contact us before placing another order so that we can review the issue.
How long does it take to receive a refund?
After an approved returned product is received and inspected, we will notify you of the refund status.
If approved, the refund will be issued to the original payment method.
Customers will receive approved refunds within 10 calendar days after the returned product has been received, inspected, and approved.
What if I receive a damaged, defective, or incorrect item?
Please contact us as soon as possible at:
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the shipping package when applicable
We will review the information and provide an appropriate resolution, which may include a return, replacement, or refund depending on the circumstances.
Payment
What currency does QVAIVE use?
Prices and standard shipping charges on our U.S. store are displayed in:
U.S. dollars (USD)
unless otherwise indicated.
What payment methods do you accept?
Available payment methods are displayed during checkout.
Payment must be successfully authorized before an order can be processed.
Is my payment information secure?
Payments are processed using the payment services available through our ecommerce platform and authorized payment providers.
QVAIVE does not recommend sending complete payment card information by email or through ordinary customer service messages.
For more information about how personal information is handled, please review our Privacy Policy.
Privacy & Security
How does QVAIVE use my personal information?
We use personal information as reasonably necessary to:
- Process orders
- Arrange payment
- Fulfill and ship purchases
- Provide tracking information
- Handle returns and refunds
- Provide customer service
- Prevent fraud and security issues
- Operate and improve our online store
For complete information, please review our Privacy Policy.
Will my order information be shared with shipping partners?
Yes, when necessary to fulfill and deliver your order.
We may provide necessary information such as your name, shipping address, telephone number where required, and order details to fulfillment, logistics, and shipping providers involved in delivering your purchase.
Customer Service
How can I contact QVAIVE?
For questions about products, orders, shipping, returns, refunds, or other customer service matters, contact:
Customer Service Email:
support@qvaive.com
For questions about an existing order, please include your order number.
Who operates QVAIVE?
QVAIVE is operated by:
Shenzhen Mincunfu E-Commerce Co., Ltd.
Business Address:
Room 703, Unit 2, No. 33-1 Shepai New Village
Donghai Community, Yantian Subdistrict, Yantian District
Shenzhen, Guangdong 518083
China
When will I receive a response?
We aim to respond to customer service inquiries as soon as reasonably possible during normal business operations.
Response times may be longer during weekends, public holidays, promotional periods, or periods of unusually high inquiry volume.