Company Name: Guangzhou Yuyu Trading Co., Ltd.
Address: Room 206, No. 11, Shadi Heng Street, Liwan District, Guangzhou
Legal Representative: Hong Yulong
Unified Social Credit Code: 91440103MAEY2EB88T
Frequently Asked Questions (FAQ) of tex-ral.com
Welcome to the Frequently Asked Questions section of tex-ral.com! On this page, you will find common questions and detailed answers from our users during the purchasing process. If your question is not listed here, please contact us via our official email: service@mail.tex-ral.com. We are here to serve you.
I. Product Questions
Q1: What products does tex-ral.com mainly sell?
A1: We are a store specializing in British electronics and cell phone accessories, primarily offering three categories of products:
Audio: Bluetooth speakers, headphones;
Gaming and Entertainment: Game controllers, virtual reality glasses;
Cell Phone Charging: Chargers, charging cables, portable batteries. All our products undergo rigorous quality control.
Q2: How can I find the technical specifications and user instructions for the products?
A2: You can view complete information on parameters, function descriptions, and usage instructions on the product’s detail page. If you still have questions, please contact customer service at service@mail.tex-ral.com for more detailed information.
Q3: Do the products come with a warranty?
A3: The after-sales service varies by product. Bluetooth speakers have a 180-day warranty (excluding misuse damages). Headphones, game controllers, VR glasses, chargers, charging cables, power banks, etc., do not offer long-term warranties and only support returns and exchanges within 7 days of purchase. Please consult the store's "Return and Exchange Policy" for more details.
II. Order-related Questions
Q1: How long does it take to process and ship an order after it's placed?
A1: Once you place your order, we will review the information as soon as possible. Order processing and shipping are usually completed within 1 to 3 business days. After shipment, we will send you a shipping notification and tracking number to the email address you provided.
Q2: Can I modify or cancel my order after placing it?
A2: If you need to modify or cancel your order, please contact our customer service at service@mail.tex-ral.com before it is shipped. Once shipped, it cannot be modified or canceled. Thank you for your understanding.
Q3: Can I change the shipping address after paying for the order?
A3: If the order has not been shipped yet, you can contact our customer service through our official email to provide a new shipping address. We will verify and update it. If the order has already been shipped, the address cannot be changed. We recommend monitoring the tracking information. If you have any special circumstances, you may contact your local logistics provider.
III. Logistics and Delivery
Q1: What is the delivery area? How long does delivery take?
A1: Our delivery service covers all of Britain. For shipments within Britain, under normal logistics conditions, delivery will be made within 7 to 10 business days. Please note that Saturdays and Sundays are included in the delivery timeframe.
Q2: Are there delivery delays? What should I do if there's a delay?
A2: Due to force majeure factors such as peak logistics seasons, adverse weather conditions, traffic control, and customs procedures, delays in delivery may occur. In case of a delay, we will notify you of the reason and the estimated delivery time via email as soon as possible. You can also check your shipment status in real-time with the tracking number provided in the shipping notification or contact our customer service for assistance.
Q3: Do I have to pay for shipping and taxes on my purchase?
A3: We offer free shipping on all items; you do not need to pay for shipping. Taxes related to the product (such as import tax, VAT, etc.) will be automatically calculated and clearly displayed on the payment page. You can review the details before making the payment.
IV. Customer Service and After-Sales Inquiries
Q1: How can I contact customer service? What are their hours of operation?
A1: You can contact us via our official email: service@mail.tex-ral.com for inquiries about products, orders, logistics, and other related matters. Our hours of operation are Monday to Friday from 9:00 to 18:00 (UTC+8:00). We will respond promptly to your inquiries during our working hours.
Q2: What should I do if I encounter quality issues upon receiving the product?
A2: If you encounter any quality issues upon receiving the product, please contact customer service via the official email within the warranty period (180 days for Bluetooth speakers, 7 days for other products). Provide your order number, photos of the issue, and any other relevant information. Our customer service will review and confirm the information and offer you a return/exchange or warranty solution.
Q3: Who covers the shipping costs for returns?
A3: You are responsible for the return shipping cost if the issue is not related to product quality. If the product has a quality issue, we will provide a prepaid return label and cover the return shipping cost. Please refer to the "Returns and Exchanges Policy" for more details.
V. Other Questions
Q1: Will the product packaging be discreet?
A1: We use simple and sturdy packaging to protect the product. The packaging will not display specific product information to protect your purchase privacy.
Q2: Can I get an invoice? How do I request one?
A2: If you need an invoice, please contact customer service via the official email after placing your order, providing your order number, invoice concept, tax identification number, and any other relevant information. We will process your request.
