FAQ

Welcome to ezqara!

We understand that customers may have questions before making a purchase and throughout the order process. To make your shopping experience easier, we have put together answers to common questions about our store, products, payments, shipping, returns, and refunds.

If you need additional assistance, our customer service team will be happy to help.

1. General Information

Q1: What is ezqara?

ezqara is an online retail brand operated by Hubei Fancui Technology Co., Ltd.

We aim to provide a convenient online shopping environment, accessible product information, and helpful customer support throughout the purchasing journey.

Q2: How can I contact customer service?

You can contact our team through the following official channels:

For questions concerning an existing order, please include your order number and the email address used during checkout.

Q3: Where is your company located?

Our online store is operated by:

Hubei Fancui Technology Co., Ltd.

Business Address:

No. 6-3 Jiefang Road, Xiling District, Yichang City, Hubei Province, China.

2. Products and Ordering

Q4: How do I purchase a product from ezqara?

Shopping through our website is straightforward.

Follow these steps to complete your purchase:

  1. Browse the products available in our store.

  2. Select the item you wish to purchase.

  3. Review the product description and available options.

  4. Choose your preferred quantity.

  5. Add the selected product to your shopping cart.

  6. Proceed to checkout.

  7. Enter your contact and delivery information.

  8. Select an available shipping method.

  9. Choose a supported payment option.

  10. Review your order summary and submit your payment.

Please check your product selection, delivery address, and final order amount before completing checkout.

Q5: Where can I find product specifications?

Product information is provided on the corresponding product pages.

Depending on the item, details may include descriptions, photographs, specifications, features, and available options.

We recommend reviewing the information carefully before purchasing.

If you need clarification about a product, you can contact us at service@ezqara.com.

Q6: Can I change my order after placing it?

If you need to correct your order information, please contact us as soon as possible.

We will check whether the requested changes can be made based on the current order status.

Please understand that changes may no longer be possible once an order has entered processing or has been transferred to the shipping carrier.

Q7: Can I cancel an order?

Cancellation requests should be submitted as early as possible.

If your order has not entered processing or dispatch, we will review whether cancellation can be accommodated.

Once an order has been processed or handed over to the shipping carrier, cancellation may no longer be available through our standard procedures.

If your order has already been dispatched, you may submit a return request in accordance with our Return & Refund Policy.

Any mandatory cancellation rights under applicable law remain unaffected.

Q8: How can I confirm that my order was received?

After submitting your purchase, please check the email address provided during checkout for an order confirmation.

If you cannot find the confirmation message, check your spam or junk folder.

If it is still missing, contact our customer service team with your name, checkout email address, and available transaction details.

3. Payments and Transactions

Q9: What payment methods are accepted?

The payment methods supported by ezqara will be displayed during checkout.

You can select an available payment option and follow the instructions provided by the relevant payment service.

Please review the total amount before confirming your transaction.

Q10: What should I do if my payment is declined?

A payment may be unsuccessful because of incorrect payment details, insufficient funds, bank restrictions, or additional verification requirements.

We recommend checking your payment information and contacting your bank or payment provider if necessary.

If you continue experiencing difficulties, please contact our customer service team for assistance.

Q11: What if I was charged but did not receive an order confirmation?

Please first check your inbox and spam or junk folders.

If the confirmation is still unavailable, contact us with your checkout email address and available transaction information.

Our team will review the relevant details to help determine whether your purchase was successfully recorded.

4. Shipping and Delivery

Q12: What shipping methods are available?

ezqara currently offers two shipping options for eligible orders.

Free Shipping

  • Shipping Fee: Free.

  • Minimum Order Amount: $39.00.

  • Applicable Products: All products.

  • Estimated Delivery Time: 10–15 business days.

Standard Shipping

  • Shipping Fee: $4.99.

  • Applicable Order Amount: $0.00–$38.99.

  • Applicable Products: All products.

  • Estimated Delivery Time: 10–15 business days.

The available shipping method and applicable charge will be displayed during checkout.

Q13: How can I qualify for Free Shipping?

Orders totaling $39.00 or more qualify for Free Shipping under our current shipping arrangements.

Our shipping charges are structured as follows:

  • Orders of $39.00 and above: Free Shipping.

  • Orders from $0.00 to $38.99: Standard Shipping at $4.99.

The applicable shipping charge will be calculated and displayed during checkout.

Q14: How long will my order take to arrive?

Both available shipping methods have an estimated delivery timeframe of 10–15 business days.

This timeframe is an estimate rather than a guaranteed arrival date.

Actual delivery schedules may vary depending on the destination, carrier operations, public holidays, transportation conditions, and other unexpected circumstances.

Any applicable order preparation time is separate from the shipping transit period.

Q15: Can I track my shipment?

When tracking information becomes available after dispatch, relevant shipment details may be provided through our available order notification system or by email.

You can use the tracking information to monitor the transportation progress of your package.

Please allow some time for the shipping carrier to register the shipment and update its tracking records.

If you have difficulty accessing your tracking details, contact us with your order number.

Q16: What should I do if my package is delayed?

If your package has not arrived within the estimated delivery period, please contact our customer service team.

To help us investigate, please provide:

  • Your order number.

  • Your tracking number, if available.

  • Your checkout email address.

  • A brief explanation of the delivery concern.

We will review the available shipping information and provide appropriate assistance.

Q17: Can I change my shipping address after placing an order?

If you notice an error in your delivery address, please contact us immediately.

We will check whether the requested correction can be accommodated according to the current order status.

Please note that address changes cannot be guaranteed once an order has been processed or transferred to the shipping carrier.

We recommend verifying your delivery information carefully before completing checkout.

Q18: What if my tracking information says delivered but I have not received my package?

If your tracking information indicates that the package has been delivered but you cannot locate it, we suggest:

  1. Checking your mailbox and usual delivery area.

  2. Looking around your property for a possible delivery location.

  3. Asking household members or authorized recipients.

  4. Checking with building reception or property management, where applicable.

  5. Reviewing the latest delivery details from the shipping carrier.

If you still cannot locate the package, please contact us with your order number and tracking information.

5. Returns and Refunds

Q19: What is the return period?

Eligible purchases may be returned within 30 calendar days after delivery, subject to our Return & Refund Policy.

For standard personal preference returns, products should generally:

  • Remain unused and unworn, where applicable.

  • Be maintained in their original condition.

  • Include original packaging, labels, and accessories where reasonably available.

  • Show no damage caused by misuse after delivery.

All returns require prior authorization from our customer service team.

Q20: Who pays for return shipping?

Return shipping responsibilities depend on the reason for the return.

Personal Preference Returns

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

Damaged or Defective Products

When a return is required because of a qualifying damaged or defective product issue, ezqara covers the applicable return shipping costs.

Incorrect Products

If an incorrect item is supplied due to an error on our part, ezqara covers the applicable return shipping costs when a return is required.

Q21: How do I start a return?

Please contact our customer service team before sending any item back.

Email: service@ezqara.com

Include the following information in your request:

  • Your full name.

  • Your order number.

  • The email address used during checkout.

  • The product you wish to return.

  • The reason for your request.

  • Supporting photographs or videos, where applicable.

Our team will review your request and provide the appropriate instructions if approved.

Please do not send any product back before receiving return authorization and the designated return address from our team.

Q22: How long does refund processing take?

Approved refunds are generally processed within 5–10 business days after the returned product has been received and inspected.

After we initiate the refund, additional time may be required for your bank or payment provider to post the funds to your account.

The actual posting period depends on your financial institution and payment method.

Q23: How will I receive my refund?

Approved refunds are generally issued through the original payment method used for the purchase.

If your original payment method is no longer available or cannot receive the refund, please contact our customer service team so that we can review the circumstances and determine an appropriate arrangement.

Q24: Can I exchange a product instead of requesting a refund?

If you prefer an exchange, please contact us before returning the original item.

Exchange requests depend on product availability, the condition of the original product, and the reason for the request.

If the requested replacement is unavailable, we will discuss an appropriate alternative or refund arrangement.

Q25: What should I do if my item arrives damaged, defective, or incorrect?

If your purchase arrives in an unexpected condition or does not match your order, please contact our customer service team.

To help us review the issue, provide:

  • Your order number.

  • The affected product name.

  • A description of the problem.

  • Clear photographs or videos showing the issue.

  • Photographs of the external packaging, where relevant.

Our team will review your information and explain the available resolution options.

Depending on the circumstances, an appropriate resolution may include an authorized return, replacement, refund, or another suitable remedy.

When a return is required because of a qualifying product issue or an error on our part, ezqara covers the applicable return shipping costs.

6. Additional Assistance

Q26: Can I send a return directly to your company's business address?

No. The business address listed on our Contact Us page is provided for company identification and general correspondence.

It is not necessarily the designated destination for returned products.

All returns must first be reviewed and authorized by our customer service team.

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

Q27: What if I cannot find the answer to my question here?

If your question is not covered in this FAQ, please contact our customer service team directly.

We welcome inquiries about products, orders, payments, shipping, delivery, returns, refunds, and other store-related matters.

You can reach us through:

Email: service@ezqara.com

Phone: +86-717-6740000

For existing order inquiries, please include your order number and the email address used during checkout.

Our team will review your message and do its best to provide appropriate assistance.

Thank You for Shopping with ezqara

We appreciate your interest in our store and the confidence you place in our brand.

At ezqara, we value clear information, convenient shopping, and attentive customer support.

We look forward to assisting you and making your shopping experience a positive one.