Contact Us

Thank you for visiting Oqenv.

Oqenv is owned and operated by Hangzhou Silicon-Based Firefly Technology Co., Ltd.

Hangzhou Silicon-Based Firefly Technology Co., Ltd. is the legal company responsible for operating this online store and managing product sales, order processing, shipping coordination, customer support, returns, refunds, and related after-sales services.

Customer Support

For questions about products, orders, payments, shipping, tracking, returns, or refunds, please contact:

Email: service@oqenv.com
Phone: +86 18668146900

Our customer support team also assists with damaged, defective, missing, incorrect, or materially misdescribed items.

We aim to provide clear information and reasonable assistance before and after your purchase.

Help with an Existing Order

To help us review your inquiry efficiently, please provide:

  • Your order number;

  • The email address used at checkout;

  • A brief description of your question or request;

  • Relevant photos or videos, where applicable.

If photos or videos are unavailable, please contact us so we can discuss another reasonable way to review the issue.

For your security, please do not send passwords, payment security codes, or complete payment card details.

Shipping and Delivery Assistance

If your shipment is delayed, tracking information has not been updated for an extended period, or your package appears to be lost, please contact us with your order number and available tracking details.

If tracking shows "Delivered" but you cannot locate your package, our support team will help review the delivery information and investigate the circumstances.

A "Delivered" tracking status alone will not automatically result in rejection of your request.

Please refer to our Shipping Policy for applicable shipping charges, order processing times, estimated delivery periods, tracking information, and delivery arrangements.

Returns, Refunds, and Cancellations

To request a return, refund, or order cancellation, please contact service@oqenv.com with your order details and a description of your request.

Please do not send returned products to our business address unless our customer support team specifically authorizes it.

Once your return request has been reviewed and approved, we will provide the appropriate return address and return instructions.

For products that arrive damaged, defective, incorrect, or materially different from their descriptions, we will review the circumstances and provide an appropriate replacement, refund, or return solution at no additional cost to the customer.

For cancellation requests, please contact us as soon as possible so we can determine whether your order can still be canceled before dispatch.

Please refer to our Return & Refund Policy for complete information about return eligibility, applicable return shipping costs, cancellation conditions, refund methods, and processing times.

Response Times

We aim to respond to customer inquiries as soon as reasonably possible.

Response times may vary during weekends, applicable public holidays, or periods of high inquiry volume.

If you are following up on an existing request, please reply to the same email conversation so our support team can review your previous correspondence and provide appropriate assistance.

Business Information

Brand Name: Oqenv

Legal Company Name: Hangzhou Silicon-Based Firefly Technology Co., Ltd.

Business Address:

Room 2407, Building 4, Xixi Letiancheng
Wuchang Subdistrict, Yuhang District
Hangzhou, Zhejiang Province, China

Customer Support Email: service@oqenv.com

Customer Support Phone: +86 18668146900

The business address listed above is not a return address unless specifically authorized by our customer support team.

Oqenv is owned and operated by Hangzhou Silicon-Based Firefly Technology Co., Ltd.