FAQ

F A Q

Last Updated: September 2, 2026
Welcome to Faroniq's FAQ. Below you'll find answers to common questions about ordering, shipping, returns, refunds, payments, and customer support. If you need additional assistance, please contact us at: service@faroniq.com

Orders

How do I know if my order was placed successfully?

After your order is successfully placed, you should receive an order confirmation at the email address provided during checkout. If you do not receive a confirmation email, please check your spam or junk folder first. If you still cannot locate it, contact: service@faroniq.com and provide the email address used during checkout.

Can I change my order after placing it?

If you need to request a change to your order, please contact us as soon as possible at: service@faroniq.com We will make reasonable efforts to assist if the order has not entered fulfillment or shipment. Once fulfillment or shipping has begun, changes may no longer be possible.

Can I cancel my order?

If you would like to request a cancellation, contact us as soon as possible at: service@faroniq.com If the order has not entered a stage where cancellation is no longer reasonably possible, we will make reasonable efforts to accommodate your request. Once an order has already been dispatched, it generally cannot be cancelled as an unshipped order. Eligible products may instead be returned in accordance with our Return & Refund Policy.

Can I change my shipping address?

If you notice an error in your shipping address after placing an order, contact us as soon as possible. We recommend contacting us within 12 hours of placing the order whenever possible. Please provide:

  • Your Order ID
  • The email address used for the order
  • The correct shipping address

We cannot guarantee that an address can be changed after fulfillment has begun.

Shipping

How much does shipping cost?

Our current shipping options are:
Standard Shipping Orders below $34.90 USD: $2.99 USD
Free Standard Shipping Orders of $34.90 USD or more: FREE
Express Shipping Where available: $4.99 USD

The available shipping options and final shipping cost will be displayed during checkout.

How long does order processing take?

Orders are generally processed within approximately 3 business days after payment has been successfully confirmed. Processing time is separate from shipping transit time. Orders placed on weekends or public holidays may begin processing on the next available business day.

How long does delivery take?

After dispatch, Standard Shipping generally takes approximately: 10–20 business days

Actual delivery times may vary depending on:

  • Destination
  • Carrier operations
  • Customs processing
  • Weather
  • Transportation disruptions
  • Seasonal shipping volume
  • Local delivery conditions

Delivery estimates are not guaranteed arrival dates.

How long does Express Shipping take?

Express Shipping is available for certain eligible orders and destinations. The applicable shipping information will be provided during the ordering or shipping process where available. Because Express Shipping availability and transit conditions may vary by destination, we do not provide a universal guaranteed Express delivery timeframe.

Where are orders shipped from?

Orders may be fulfilled from different fulfillment locations depending on:

  • Product availability
  • Inventory location
  • Delivery destination
  • Logistics arrangements

The fulfillment location may differ from Faroniq's registered business address. We do not represent that every order is shipped from a local warehouse in the customer's country.

How can I track my order?

Once your order has been dispatched and tracking information becomes available, you may receive a shipping confirmation email containing your tracking number. Carrier tracking may take several days after dispatch to begin showing active updates. Supported tracking numbers may also be checked through services such as 17TRACK.

Why hasn't my tracking information updated?

Tracking information may occasionally take time to update after a package has been transferred between carriers or logistics facilities. If your tracking information has shown no new movement for more than 7 consecutive days, please contact: service@faroniq.com

Include:

  • Your Order ID
  • Your order email address
  • Your tracking number

We will review the available shipment information and assist with the next appropriate steps.

What should I do if my package appears to be lost?

If your shipment appears to be lost in transit, contact us at: service@faroniq.com Please provide your Order ID and tracking information. If a shipment is confirmed as lost following the applicable review or investigation, we will provide an appropriate resolution, which may include a replacement or refund depending on the circumstances.

What if tracking says delivered but I cannot find my package?

We recommend first checking:

  • Around the delivery location
  • With other household members
  • With neighbors where appropriate
  • With building reception or management
  • With the local delivery carrier

If you still cannot locate the package, contact: service@faroniq.com with your Order ID and tracking information. We will review the available delivery information and assist you.

Will my order arrive in one package?

Not always. Orders containing multiple products may occasionally be shipped separately if products are prepared or dispatched from different fulfillment locations. If this happens, separate tracking information may be provided where available. Receiving one package before another does not necessarily mean that an item is missing from the order.

Returns & Refunds

Do you accept returns?

Yes. Eligible products may be returned within 14 calendar days after delivery. To qualify for a standard return, the item must generally be:

  • Unused and unworn
  • In its original condition
  • In its original packaging where applicable
  • Complete with accessories or components originally included

Please contact us before sending any product back.

How do I request a return?

Contact: service@faroniq.com and provide:

  • Your Order ID
  • The email address used for the order
  • The item you would like to return
  • The reason for the return
  • Photos or videos where relevant

If your request is approved, our customer service team will provide the appropriate return instructions.

Where should I send my return?

Please do not send returns to our business registration address unless our customer service team specifically instructs you to do so. Our return warehouse may be different from our registered business address. Once your return request is approved, we will provide the appropriate return address and instructions.

Who pays for return shipping?

For approved preference‑based returns, such as:

  • Change of mind
  • Personal preference
  • Ordering the wrong item
  • No longer needing the product

the customer is responsible for the return shipping cost. If the product arrives damaged, defective, incorrect, or materially different from what was ordered because of our error, we will provide an appropriate solution without requiring the customer to bear costs caused by that issue.

Do you charge a restocking fee?

No additional restocking fee is charged for approved standard returns. Customers may still be responsible for return shipping costs for preference‑based returns.

What if my item arrives damaged, defective, or incorrect?

Please contact: service@faroniq.com and provide:

  • Your Order ID
  • A description of the issue
  • Clear photos or videos where relevant
  • Packaging photos where appropriate

After reviewing the issue, we will provide an appropriate resolution. Depending on the circumstances, this may include:

  • Replacement
  • Refund
  • Replacement component
  • Approved return
  • Another appropriate solution

You will not be required to bear costs caused by our error for an approved damaged, defective, or incorrect item claim.

How long does a refund take?

After an eligible return has been received, inspected, and approved, the applicable refund will be issued to the original payment method. Once the refund has been issued, it generally takes approximately: 7–12 business days for the funds to appear in your account. Actual timing depends on your bank, card issuer, payment provider, and local banking system.

Are original shipping charges refundable?

For preference‑based returns, original shipping charges are generally non‑refundable. This includes additional charges paid for Express Shipping. If the refund results from a damaged, defective, incorrect, or materially misdescribed product due to our error, we will provide an appropriate resolution without requiring you to bear costs caused by that issue.

Are sale or discounted products returnable?

Yes, unless a specific lawful return restriction was clearly disclosed before purchase. A discounted price alone does not automatically make an item final sale. Eligible promotional or discounted products remain subject to our standard return requirements.

Payments

What payment methods do you accept?

Available payment methods will be displayed during checkout. Payment options may vary depending on:

  • Your location
  • Device
  • Currency
  • Available payment providers

Please refer to the checkout page for the payment methods currently available for your order.

Is payment secure?

Payment transactions are processed through ecommerce and payment service providers using security measures designed to protect transaction information. Faroniq does not necessarily receive or store complete payment card information.

What currency will I be charged in?

The currency applicable to your transaction will be displayed during checkout before you complete your purchase. Please review the final checkout amount before submitting payment.

International Orders

Do you ship internationally?

Yes, Faroniq ships to supported international destinations. Shipping availability depends on the destination and current logistics conditions. If we are unable to fulfill or deliver an order to the address provided, we will contact you regarding the affected order.

Will I need to pay customs duties or import taxes?

International orders may be subject to:

  • Customs duties
  • Import taxes
  • VAT
  • Clearance charges
  • Other government‑imposed fees

Where applicable, these charges may be the responsibility of the recipient, subject to local law. Faroniq does not control the amounts assessed by customs or government authorities.

Customer Support

How can I contact Faroniq?

For order, shipping, return, refund, or product‑related assistance, contact: service@faroniq.com When contacting us about an existing order, please include your Order ID and the email address used to place the order.

About Faroniq

Who operates Faroniq? Faroniq is owned and operated by: Guangzhou Jimaiying Technology Co., Ltd.

CUSTOMER SUPPORT EMAIL: service@faroniq.com
OWNER / REPRESENTATIVE: Pang Fu Mei
SUPPORT HOURS: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)
Customer Support Phone: +86 132 6564 4584
WEBSITE: https://faroniq.com/
BUSINESS ADDRESS: 2nd floor, middle section, No. 227 Shatai South Road, Tianhe District, Guangzhou City, Room L2138