FAQ

Trevanx™ is owned and operated by Hangzhou Manrou Technology Co., Ltd. | Legal Representative: Li Haiyin | Email: service@trevanx.com | Phone: +86 13631634649
Business Address: Room 307, Block A, Building C, No. 958 Xixi Road, Liuxia Subdistrict, Xihu District, Hangzhou City, Zhejiang Province

Frequently Asked Questions

Who operates Trevanx™?

Trevanx™ is owned and operated by Hangzhou Manrou Technology Co., Ltd.

The legal representative of the company is Li Haiyin.

How can I contact customer support?

You may contact us through:

Email: service@trevanx.com
Phone: +86 13631634649

Customer service requests are normally reviewed and responded to within 3 business days.

What information should I include in my message?

For an existing order, please provide the order number.

For a product concern, identify the item and explain the issue clearly.

Photographs or video may be requested when product condition needs to be reviewed.

How long does transportation normally take?

Estimated transportation time is generally 3–7 business days after dispatch.

The transportation period begins after the order has been dispatched.

Does the transportation estimate include preparation?

No.

Preparation occurs before dispatch. The stated 3–7 business day timeframe refers specifically to transportation after dispatch.

What may cause a transportation delay?

Transportation may be affected by carrier capacity, destination, public holidays, severe weather, regional disruption, customs procedures where applicable, incomplete recipient details, or circumstances outside reasonable operational control.

When will tracking become available?

Where tracking is available for the applicable delivery service, tracking information should become available after dispatch.

A carrier system may require additional time before displaying its first event.

What if tracking stops updating?

Contact service@trevanx.com or +86 13631634649.

Please provide your order number and available tracking details so the matter can be reviewed.

What if a parcel is marked delivered but cannot be found?

Customers should first check the stated delivery area, mailbox or parcel area, household members, reception location, building management, parcel locker, carrier notices, and other reasonable secure locations.

If the parcel remains unavailable, contact customer support.

A delivery scan will be considered as part of the review but will not automatically prevent a legitimate delivery inquiry.

What is the return period?

Eligible products may be returned within 30 calendar days after delivery.

The detailed eligibility requirements are explained in our Return Policy.

How do I begin a return?

Contact:

Email: service@trevanx.com
Phone: +86 13631634649

Provide your order number, product involved, reason for the request, and supporting information where relevant.

Should I send the return directly to the public company address?

No item should automatically be sent to the public business address.

That address identifies Hangzhou Manrou Technology Co., Ltd. as the legal business operating Trevanx™.

The designated return destination may differ depending on the product or fulfillment route.

Who is responsible for return transportation?

For an eligible preference-based return involving a correctly supplied and non-defective item, return transportation costs may be the customer's responsibility.

Where the item was damaged, defective, incorrect, or materially inconsistent with its description, the customer will not be required to bear additional return transportation costs solely to correct that issue.

How long does an approved refund take?

Approved refunds are generally completed within 7–10 business days after the applicable review and approval process.

What if an item arrives damaged?

Contact service@trevanx.com or +86 13631634649 promptly.

Provide the order information and a clear description of the condition.

Supporting photographs or video may be requested where useful.

What if I receive the wrong product?

Contact customer support with the applicable order information.

Where an incorrect product was supplied, we will review the matter and provide an appropriate corrective solution.

Can an existing order be changed?

A change may be requested by contacting us as soon as possible.

Whether the request can be completed depends on the actual preparation and dispatch status.

Can product appearance differ slightly from the website photographs?

Minor differences may arise from lighting, photography, screen settings, production batches, packaging revisions, or manual measurement.

A material difference should be reported to customer support.

How quickly are support requests handled?

Requests are normally reviewed and responded to within 3 business days.

Where can I read more detailed rules?

Please review our Privacy Policy, Return Policy, Shipping Policy, Terms of Service, and Terms of Use.