Shipping Policy

Last Updated: October 24, 2026

Thank you for shopping with Oqenv.

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

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

This Shipping Policy explains our shipping destinations, order processing times, delivery estimates, shipping charges, tracking arrangements, and procedures for handling delivery-related issues.

1. Shipping Destinations

We currently ship to the United States.

Available shipping options and applicable charges will be displayed at checkout based on your delivery address and order details.

Please ensure that your shipping address is complete and accurate before placing an order, including your street address, apartment or unit number where applicable, city, state, and ZIP code.

If you notice an error after submitting your order, please contact us promptly so we can check whether the address can still be corrected before dispatch.

2. Order Processing Time

Orders are generally processed within 1–5 business days after payment confirmation.

Processing includes order verification, preparation, packing, and coordination with our fulfillment providers before dispatch.

Order processing time is separate from the estimated shipping transit time.

Business days exclude weekends and applicable public holidays.

If product availability or an operational issue prevents us from dispatching your order within the stated processing period, we will notify you and explain the available options, including cancellation and a refund if you do not wish to wait.

3. Shipping Methods and Charges

We offer the following standard shipping options for orders delivered to the United States.

Free Standard Shipping

  • Order Subtotal: $39.00 USD or more.

  • Shipping Cost: Free ($0.00 USD).

  • Estimated Transit Time: 10–15 business days after dispatch.

Standard Shipping

  • Order Subtotal: Less than $39.00 USD.

  • Shipping Cost: $5.99 USD.

  • Estimated Transit Time: 10–15 business days after dispatch.

The free shipping threshold is based on the applicable order subtotal used to calculate shipping eligibility at checkout.

Both shipping options have the same estimated transit time.

Applicable shipping charges and the final order total will be displayed at checkout before payment.

Any additional shipping promotion will be subject to the terms displayed with that offer.

4. Estimated Delivery Time

Standard shipping to the United States generally takes 10–15 business days after dispatch.

This estimated transit time applies to both free standard shipping and paid standard shipping.

The estimated delivery timeline consists of:

  • Order Processing: 1–5 business days after payment confirmation.

  • Shipping Transit: 10–15 business days after dispatch.

Estimated Total Delivery Time: 11–20 business days after payment confirmation.

Delivery times are estimates and are not guaranteed arrival dates.

Actual delivery may be affected by:

  • Applicable public holidays.

  • Severe weather conditions.

  • Carrier or logistics disruptions.

  • Customs processing, where applicable.

  • Incorrect or incomplete delivery addresses.

  • Other circumstances beyond normal shipping operations.

If your order has not arrived within the estimated delivery timeframe, please contact our customer support team so we can investigate.

5. Fulfillment Locations and Shipping Origin

Orders may be fulfilled through our own facilities or third-party fulfillment partners, depending on inventory availability, product location, and delivery destination.

The dispatch location may differ from our registered business address.

Delivery to the United States does not necessarily mean that an order will be shipped from a warehouse located in the United States.

We do not represent that all orders are dispatched domestically.

For questions about the shipping origin of a particular product, please contact our customer support team before placing an order.

6. Shipping Confirmation and Tracking

Once your order has been dispatched, we will send a shipping confirmation email containing tracking information.

Tracking updates may take some time to become available after dispatch.

You can use the tracking details provided in your shipping confirmation to follow your shipment.

If you have not received a shipping confirmation or your tracking information has not updated for an extended period, please contact:

Email: service@oqenv.com

Please include your order number, the email address used at checkout, and any available tracking number.

7. Address Changes and Incorrect Shipping Information

If you notice an incorrect or incomplete shipping address after placing your order, please contact us as soon as possible.

We will check whether the address can still be updated before dispatch.

Once fulfillment preparation has begun or the package has shipped, address changes cannot be guaranteed.

If an incorrect or incomplete address provided by the customer results in a failed delivery, we will review the circumstances and explain the available redelivery or return options.

Any additional shipping charges will be explained before you agree to the arrangement.

Customers will not be responsible for additional shipping costs caused by an addressing or fulfillment error on our part.

8. Delayed Shipments

If your order exceeds the estimated delivery timeframe, please contact service@oqenv.com with your order number and tracking details.

Our customer support team will:

  • Review the shipment status.

  • Contact the carrier or fulfillment partner where appropriate.

  • Investigate the reason for the delay.

  • Explain the available next steps and potential resolutions.

We remain your point of contact for delivery assistance after a package has been handed to the carrier.

If delivery cannot be completed, we will arrange an appropriate replacement or refund based on the circumstances.

We do not automatically transfer all delivery responsibility to customers once an order has been dispatched.

9. Lost or Missing Packages

If tracking indicates that your package may be lost or shows an unusual lack of movement, please contact our customer support team.

We will review the available tracking information and investigate with the carrier or fulfillment partner.

If a package is confirmed lost in transit, we will arrange an appropriate replacement or refund at no additional cost to the customer.

For a full-order refund resulting from a package confirmed lost in transit, the refund will include any original shipping charge paid.

Customers will not be required to pay additional shipping fees for a replacement resulting from a confirmed shipping loss.

10. Tracking Shows Delivered but the Package Is Missing

If tracking shows "Delivered" but you cannot locate your package, please check:

  • Your mailbox, front entrance, or other possible delivery locations.

  • Building reception or designated parcel collection areas.

  • Household members or neighbors, where appropriate.

  • Any delivery photographs or notices provided by the carrier.

If the package is still missing, please contact service@oqenv.com with your order number and tracking details.

We will review the delivery information and assist with an investigation through the relevant carrier or fulfillment partner.

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

We will explain our findings and the available resolution based on the investigation.

11. Damaged Packages or Products

If your package or product arrives damaged, please contact us as soon as reasonably possible.

Provide:

  • Your order number.

  • A description of the damage.

  • Relevant photographs of the product and packaging, where available.

Please retain the original packaging while the issue is being reviewed, if reasonably possible.

We will review the circumstances and provide an appropriate replacement, refund, or return solution at no additional cost to you.

If a return is required, we will arrange a prepaid return method or cover the necessary return shipping costs.

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

12. Refused or Undeliverable Packages

If a package is returned as undeliverable or refused, please contact our customer support team so we can review the circumstances.

For delivery failures caused by incorrect customer-provided information or a refusal unrelated to a product or service issue, necessary additional shipping or return costs may be the customer's responsibility.

We will explain any applicable costs and refund adjustments before proceeding.

If the delivery failure results from our error or a carrier issue, we will arrange an appropriate resolution at no additional cost to the customer.

Refusing delivery does not replace the standard return request procedure.

To request a return, please contact our support team and follow our Return & Refund Policy.

13. Order Cancellations, Returns, and Refunds

If you wish to cancel an order, please contact service@oqenv.com as soon as possible.

We will check whether the order can still be canceled before dispatch.

If cancellation is successful before dispatch:

  • No cancellation fee will be charged.

  • The full amount paid, including any original shipping charge, will be refunded.

  • The refund will be issued to the original payment method within 5–10 business days after cancellation confirmation.

If an order has already shipped, eligible returns may be requested within 14 calendar days after delivery, subject to our Return & Refund Policy.

Return Shipping Responsibilities

For change-of-mind or preference-based returns, customers are responsible for applicable return shipping costs.

For damaged, defective, incorrect, or materially misdescribed products, we will provide an appropriate replacement, refund, or return solution at no additional cost to the customer.

If a return is required because of such an issue, we will cover the necessary return shipping costs.

Refund Processing

Approved refunds are issued to the original payment method within 5–10 business days after the applicable event:

  • Confirmation of a successful order cancellation.

  • Receipt and inspection of an approved return.

  • Approval of a refund that does not require a return.

Your bank or payment provider may require additional time to display the funds after the refund has been issued.

Please review our Return & Refund Policy for complete return eligibility requirements, return procedures, shipping responsibilities, and refund details.

14. Customer Support and Business Information

For questions about shipping, delivery estimates, tracking, shipping charges, or order assistance, please contact us using the information below.

Brand Name: Oqenv

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

Customer Support Email: service@oqenv.com

Customer Support Phone: +86 18668146900

Business Address:

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

Please include your order number and the email address used at checkout when contacting us about an existing purchase.

Our business address is not a return address unless our customer support team specifically authorizes it.

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