FAQ

FREQUENTLY ASKED QUESTIONS

Welcome to the Orelvatan Customer Support Center. This page provides helpful information about ordering, payment, delivery, tracking, order changes, and after-sales assistance.

If you cannot find the answer you need below, please email our customer care team at support@orelvatan.com.

For questions relating to an order you have already placed, please include your Order Number together with the email address used at checkout. Providing these details helps our team locate your purchase more quickly.

PAYMENT & ORDERING

Where do I enter a coupon or promotional code?

Valid promotional codes can normally be applied during checkout, regardless of whether you intend to pay by PayPal or an eligible debit or credit card.

To apply a code:

  1. Select the product you wish to purchase and click “Add to Cart.”

  2. Review your cart and continue to checkout using the available debit/credit card payment option. PayPal may also be available within the checkout process.

  3. On a mobile device, select “Show order summary” to display the promotional code field.

  4. On desktop, the coupon entry area will generally appear beside your order summary.

  5. Type your valid promotional code into the appropriate field and apply it.

  6. Confirm that the discount appears in your order total before completing payment.

Please verify the final checkout amount before submitting your purchase.

What forms of payment can I use?

Orelvatan accepts a range of commonly used payment options through our secure checkout system.

Depending on your device, region, and checkout availability, payment methods may include:

  • PayPal

  • Visa

  • MasterCard

  • American Express

  • Diner’s Club

  • Major debit cards

  • Major credit cards

  • Apple Pay

  • Google Pay

The payment methods displayed during checkout are the options currently available for your transaction.

How much does shipping cost?

Standard international delivery is typically charged at $5.99 USD per order.

Shipping charges may occasionally vary due to destination, logistics requirements, or promotional campaigns.

Any shipping cost applicable to your order will be shown during checkout before payment is completed.

DELIVERY & SHIPPING

Can Orelvatan ship to customers outside one country?

Yes. Orelvatan provides international shipping to destinations worldwide.

We cooperate with fulfillment and logistics providers in different regions. Depending on stock availability and the shipping destination, your order may be sent from the fulfillment location best suited to process the shipment efficiently.

How long does delivery normally take?

Once your order has been prepared and handed over for shipment, standard delivery usually requires approximately 10–20 business days.

Delivery estimates are not guaranteed and may be affected by factors outside our direct control, including:

  • Destination country or region;

  • Carrier delays;

  • Customs inspections or clearance;

  • Weather conditions;

  • Local delivery operations; or

  • Other transportation disruptions.

How do I follow the progress of my shipment?

After your parcel has been dispatched, a shipping confirmation email will normally be sent to the email address associated with your order.

That message will contain your tracking number when tracking is available.

You may enter the tracking number into a global parcel tracking service such as:

17track.net

Please be aware that tracking data may not appear immediately after a shipment is created.

Why has my tracking information stopped updating?

Tracking records do not always update continuously.

After shipment confirmation, it may take approximately 24–48 hours before the first tracking activity becomes visible.

Updates can also temporarily pause while the parcel is:

  • In transit between distribution centers;

  • Being transferred from one delivery company to another;

  • Going through customs procedures; or

  • Awaiting the next logistics scan.

A temporary lack of tracking activity does not automatically indicate that the parcel has been lost or stopped moving.

Why did only part of my order arrive?

Purchases containing multiple products may sometimes be fulfilled in more than one shipment.

This may occur when products are held in separate warehouses or when dividing the order helps individual items reach you sooner.

For split shipments:

  • Different parcels may arrive on separate days; and

  • Separate tracking numbers may be provided for each package.

If you receive one part of your purchase before another, the remaining item may still be in transit.

ORDER CHANGES & CANCELLATION REQUESTS

What should I do if my shipping address or contact details are incorrect?

If you discover an error in your shipping address, customer name, or telephone number, contact us immediately at:

support@orelvatan.com

Please use the following email subject:

“Urgent: Address Change”

Your message should contain:

  • Your Order Number, for example 071SHOP-112938;

  • The email address associated with the purchase; and

  • The full and correct shipping or contact details.

Our team will make reasonable efforts to update the order before fulfillment or dispatch takes place.

Once the parcel has already entered the shipping process, we cannot guarantee that any address or contact information can still be changed.

Can I modify the size, color, quantity, or item in my order?

If you would like to request a change to a product option or order quantity, contact our support team as soon as possible at:

support@orelvatan.com

Please use:

“Urgent: Order Change”

as the email subject.

Your request should include:

  • Your Order Number;

  • The email address used to place the order; and

  • Clear details explaining exactly what you would like changed.

Modification requests can only be considered if the order has not advanced too far through the fulfillment process.

Once fulfillment has progressed, changes may no longer be possible.

Can an order be canceled after it has been placed?

Cancellation may be possible when an order has not yet been shipped.

Where applicable, a small processing fee may be deducted from an approved cancellation.

After the parcel has been dispatched, the purchase can no longer be canceled.

If you wish to request a cancellation, contact customer service as soon as possible so that we can check whether the order is still eligible.

AFTER-SALES ASSISTANCE

What should I do if my item arrives damaged?

If your product arrives damaged, please contact us at:

support@orelvatan.com

To help us evaluate the issue, please send:

  • Your Order Number;

  • The email address linked to the order;

  • Clear photos or video showing the damage; and

  • A readable photograph of the shipping label attached to the parcel.

These materials allow our support staff to verify the shipment and determine an appropriate resolution under the applicable policies.

How do I report a defective or poor-quality product?

If you believe the product you received has a manufacturing defect or another quality-related problem, email:

support@orelvatan.com

Please provide:

  • Your Order Number;

  • Your checkout email address;

  • A detailed explanation of the problem; and

  • Clear photographs or video demonstrating the issue.

Our customer support team will review the information you provide and assist you in accordance with the relevant return, refund, and order policies.

What if the wrong product was delivered or something is missing?

If your package contains an incorrect product, or an expected item appears to be missing, please notify us at:

support@orelvatan.com

Your message should include:

  • Your Order Number;

  • Your Order Email;

  • Photographs or video showing the contents of the parcel; and

  • A description of the incorrect or missing product.

We will compare the information provided with your order records and work toward resolving the matter as efficiently as reasonably possible.

ORDER EMAILS & TRACKING NOTIFICATIONS

I completed checkout but did not receive an order confirmation email. What should I do?

Please begin by checking your email account’s Spam, Junk, and Promotions folders.

Automated order messages may occasionally be filtered into one of these folders.

If you still cannot locate your confirmation, email:

support@orelvatan.com

Please provide the email address used during checkout so that our team can search for the corresponding order and resend confirmation information where appropriate.

When will I receive my tracking number?

Tracking information is normally provided approximately 1–2 business days after your order has finished processing.

If you believe the tracking message should already have arrived:

  1. Review your spam and junk folders;

  2. Make sure you are checking the email account used when placing the order; and

  3. Contact customer support if you still cannot find the tracking details.

CONTACT ORELVATAN

For questions involving an order, shipment, payment, product concern, or general customer service inquiry, you may contact us using the information below.

Brand: Orelvatan

Company: Coolmine Hongkong Limited

Website: https://www.orelvatan.com/

Email: support@orelvatan.com

Phone: (219) 641-3237

Business Address:
Coolmine Hongkong Limited
UNIT R2, FTY D, 10/F, KIN GA INDUSTRIAL BUILDING
9 SAN ON STREET
TUEN MUN, HONG KONG

When contacting Orelvatan regarding a purchase you have already made, please include your Order Number and the email address connected with the order whenever possible. This information allows our customer service team to identify your order and respond more efficiently.