Frequently Asked Questions
Frequently Asked Questions
Payment
1. What payment methods do you accept?
The payment methods currently available for your order will be displayed at checkout. Available options may include:
- PayPal
- Major credit cards
- Major debit cards
Payments are processed through third-party payment providers. Buvilo does not directly store your complete credit or debit card details.
If a payment method is not displayed at checkout, it may not currently be available for your order or location.
2. Will I need to pay taxes or customs duties?
Applicable sales tax may be calculated and displayed at checkout, depending on your shipping destination and local tax requirements.
Because orders are shipped from Guangzhou, Guangdong, China, international shipments may be subject to customs clearance, import duties, taxes, or other government charges in the destination country or region.
If these charges are not included at checkout, they may be collected separately by the relevant customs authority, carrier, or service provider.
Buvilo does not control customs processing times or fees imposed by government authorities. Please review all charges shown at checkout before completing your purchase.
3. Can I cancel or change my order?
If you need to cancel or change an order, please contact us as soon as possible after placing it.
We will make reasonable efforts to accommodate requests submitted within 24 hours of purchase, provided the order has not entered the fulfillment process or been shipped. However, cancellation or modification requests cannot be guaranteed.
To request a cancellation or change, please email:
Please include:
- Your order number
- The email address used to place the order
- Details of the requested change or cancellation
Once an order has entered fulfillment or has been handed over to the carrier, we may no longer be able to modify or cancel it.
If the order has already shipped, any return or refund request will be handled according to our Return and Refund Policy.
Shipping
1. Where does Buvilo ship from?
Orders placed with Buvilo are processed and shipped from our fulfillment location in Guangzhou, Guangdong, China.
Our fulfillment location is:
Guangzhou Guimi E-commerce Co., Ltd.
Room 202–J17, 2nd Floor
No. 259 Huangpu Avenue Middle
Tianhe District, Guangzhou, Guangdong
China
International shipments may be handled by multiple logistics providers during transit and transferred to a local carrier for final delivery.
2. Where does Buvilo ship?
Buvilo ships to the countries and regions currently available for selection at checkout.
Due to shipping or regulatory restrictions, we are currently unable to ship to:
- Brazil
- The Philippines
- Indonesia
- Cuba
- Iran
- Sudan
- Syria
Shipping availability may change from time to time.
Please enter your delivery address at checkout to confirm whether shipping is available to your location. If your country, region, or address cannot be selected or accepted, we may not currently be able to deliver there.
3. How much does shipping cost?
Our current standard shipping rates are:
- Standard shipping: US$5.98 per order
- Free standard shipping: Available for orders with a merchandise subtotal of US$69.98 or more
The applicable shipping charge will be displayed at checkout before you complete your payment.
If a different shipping option or fee applies to a particular destination or order, the amount shown at checkout will apply.
4. How long will my order take to arrive?
The estimated total delivery time consists of order processing time and shipping transit time.
Our current estimated timeframes are:
- Processing time: 3–5 business days
- Estimated shipping transit time: 7–12 business days
- Estimated total delivery time: Approximately 10–17 business days
Processing begins after your payment has been successfully confirmed. Shipping transit time begins after your order has been handed over to the carrier.
Business days are Monday through Friday and exclude weekends and public holidays.
Delivery times are estimates and cannot be guaranteed. Actual delivery times may vary due to:
- Customs processing
- Carrier delays
- Severe weather
- Peak shipping periods
- Remote delivery locations
- Transportation disruptions
- Incorrect or incomplete address information
- Other circumstances beyond our reasonable control
Please review our Shipping Information page for additional details.
5. How can I track my order?
After your order has shipped, Buvilo will send you a shipping confirmation email containing your tracking number or tracking link.
You can normally track your shipment using:
- The tracking link in your shipping confirmation email
- The carrier’s official website
- A third-party tracking service such as 17TRACK
Tracking information may take 1–2 business days to appear or update after the carrier receives the package.
If your tracking information has not been updated for several business days, please contact us at:
Please include your order number and tracking number so that we can assist you.
6. What should I do if my package has not arrived?
If your package has not arrived within the estimated delivery period, please:
- Check the latest tracking information.
- Confirm that the shipping address on your order is correct.
- Check with household members or neighbors.
- Check with reception, your mailroom, or building management, where applicable.
- Contact the local carrier if tracking shows an attempted or completed delivery.
- Contact us if you still cannot locate the package.
Email:
Please provide:
- Your full name
- Your order number
- Your shipping address
- Your tracking number
You do not need to wait 30 days to contact us if you believe there is a problem with your shipment.
We will review the available tracking information and, where appropriate, contact the carrier or logistics provider to investigate.
If a shipment is confirmed as lost in transit, we will provide an appropriate resolution according to our store policies. Depending on the circumstances and eligibility, this may include a replacement or a refund to the original payment method.
7. What if tracking shows “Delivered,” but I have not received the package?
If the carrier shows your package as delivered but you cannot locate it, please:
- Confirm the shipping address on your order.
- Check the delivery location shown in the tracking information.
- Ask household members or neighbors.
- Check with reception, building management, or your mailroom, where applicable.
- Contact the local carrier for additional delivery information.
If you still cannot locate the package, please contact:
Include your order number and tracking number. Our customer service team will help you review the available delivery information.
8. What if I entered the wrong shipping address?
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If you discover an error, please contact us as soon as possible at:
We will make reasonable efforts to assist you before the order ships. However, once an order has entered fulfillment or has been handed over to the carrier, we cannot guarantee that the shipping address can be changed.
If a package is returned because of an incorrect, incomplete, or undeliverable address, please contact our customer service team for assistance.
9. What if my order arrives damaged, defective, incorrect, or incomplete?
If your order arrives damaged, defective, incorrect, or with an item missing, please contact us as soon as possible at:
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the shipping package, where relevant
We will review the information and provide assistance according to our Return and Refund Policy.
Returns and Refunds
1. How do I request a return?
If you would like to request a return, please contact us before sending the product back.
Email:
Please include your order number and the reason for your return request.
Our customer service team will review your request and provide the applicable return instructions according to our Return and Refund Policy.
Do not send a product to any address unless the return location has been confirmed by our customer service team. Our business and fulfillment address should not automatically be treated as a return address.
2. How are refunds issued?
Approved refunds are generally returned to the original payment method, subject to the eligibility requirements and terms described in our Return and Refund Policy.
The time required for a refund to appear in your account may depend on your bank, card issuer, PayPal, or other payment provider.
Please review our Return and Refund Policy for complete eligibility requirements and refund procedures.
Customer Support
How can I contact Buvilo?
If you have questions about a product, payment, order, shipping, tracking, return, or refund, please contact us.
Trading name: Buvilo
Legal business name: Guangzhou Guimi E-commerce Co., Ltd.
Email: contact@mail.buvilo.com
Phone: +86 131 1471 1169
Business and fulfillment location:
Guangzhou Guimi E-commerce Co., Ltd.
Room 202–J17, 2nd Floor
No. 259 Huangpu Avenue Middle
Tianhe District, Guangzhou, Guangdong
China
Customer service hours:
Monday–Friday, 9:00 AM–5:00 PM Eastern Time
We normally respond to customer inquiries within one business day.