FAQ
Frequently Asked Questions (FAQ)
Last updated: Aug 29, 2026
Orders
How can I modify or cancel my order?
We process orders very quickly. If you want to modify or cancel your order, please email us within 24 hours after placing your order at zouhongchi@outlook.com. Once the package has been shipped out, we cannot cancel or modify your order. You will need to follow our return policy after you receive the parcel.
Can I change my shipping address after checkout?
Address changes are only allowed before shipment. Please contact us immediately. We cannot update addresses once goods have been dispatched.
Where is my order confirmation email?
Order confirmation will be sent to your submitted email within minutes. Please check your spam / junk folder if you cannot find it.
Payment
What payment methods do you accept?
We support credit card, debit card, PayPal and other mainstream online payment methods. All payments are processed through secure encrypted payment gateways. We do not store your full credit‑card information.
Why was my payment declined?
Common reasons: card insufficient funds, international transaction disabled on your bank card, billing address mismatch. Please try another payment method or contact your bank.
Shipping & Delivery
Where do you ship from?
All our items are shipped directly from China.
How long will shipping take?
Standard shipping normally takes 14‑25 business days to United States. Delivery time may be slightly extended during holidays or peak shopping seasons.
How can I track my package?
Once your order ships, we will send you an email containing your tracking number and tracking link. You can track your parcel status online.
My tracking shows delivered but I have not received my package.
Please check your mailbox, porch, neighbor’s house first. Sometimes parcels may be left with your local postal agent. If still missing, please email us within 14 days of "delivered" status.
Do you offer free shipping?
We offer free standard shipping for orders over $25 USD. Orders under $25 will be charged a flat shipping fee of $6.00 USD.
Returns & Refunds
What is your return window?
You can submit a return request within 30 calendar days after you receive your package. All goods must be unused and kept in original packaging.
Who pays for return shipping?
Customers are responsible for all return shipping costs. Items need to be shipped back to our address in China. We do not provide US local return labels.
When will I get my refund?
After we receive and inspect your returned goods, we will issue your refund. Please allow up to 10 business days for the money to appear in your original payment account, subject to your bank processing speed.
Can sale items be returned?
Sale‑priced items are non‑returnable unless they arrive defective or damaged.
Product Questions
Are your products genuine?
All products sold on eltralife are our own brand goods.
What should I do if I receive damaged / defective items?
Please take clear photos of damaged products and packaging, then email us within 7 days upon receipt. We will work out a solution for you.
Product size / specification difference?
Please carefully read the size and specification information shown on each product page before purchase.
Contact Us
Have other questions not listed here? Email us: zouhongchi@outlook.com We reply emails within 24‑72 business hours.