Frequently Asked Questions

Fitloraq Shopping & Customer Support Guide

Welcome to the Fitloraq Help Center!

We want your cosmetics shopping experience to be convenient, straightforward, and easy to understand.

This page provides answers to frequently asked questions about purchasing cosmetics from Fitloraq, including payment methods, promotional discounts, shipping fees, delivery schedules, order tracking, product information, cancellations, returns, and refunds.

If your question is not answered below, our customer service team is available to assist you.

Customer Support Email: service@fitloraq.com

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

1. Shopping and Checkout

How do I use a promotional or discount code?

Once you have selected your cosmetics, add the products to your shopping cart and proceed to checkout.

If you have an eligible discount code, enter it in the designated promotional code field before completing your purchase.

The checkout summary should display any successfully applied discount.

If your code is valid but does not work as expected, you may contact our customer support team for assistance.

Which payment options can I use?

Fitloraq supports online payment options made available through our checkout system.

Depending on your location, device, and payment provider availability, these may include:

• PayPal

• Visa

• Mastercard

• American Express

• Eligible credit and debit cards

• Apple Pay

• Google Pay

The payment methods currently available for your transaction will be displayed at checkout.

Payments are generally processed through independent payment service providers.

2. Shipping Fees and Delivery Coverage

Is shipping free at Fitloraq?

We offer standard shipping for eligible orders delivered within the United States.

Shipping charges are calculated according to the order subtotal.

Order Subtotal	Standard Shipping Fee
$0.00–$38.99	$3.99
$39.00 and above	Free Shipping

The applicable shipping fee will be shown during checkout before you complete your order.

Which countries does Fitloraq deliver to?

Fitloraq currently focuses on serving customers with eligible delivery addresses in the United States.

Our standard shipping arrangements apply to supported U.S. destinations.

Shipping availability for a particular address can be confirmed during checkout.

3. Processing and Delivery Estimates

When should I expect my cosmetics order to arrive?

Our delivery process generally includes an order preparation stage followed by transportation to the delivery address.

Typical estimated timeframes are:

Delivery Stage	Estimated Time
Order processing	1–5 business days
Standard shipping after dispatch	10–20 business days
Combined estimated timeframe	11–25 business days

These timeframes are estimates and should not be interpreted as guaranteed delivery dates.

Actual delivery times may be affected by carrier schedules, transportation conditions, seasonal demand, weather, destination, or other logistical circumstances.

Will I receive a shipping confirmation?

Yes. Once your order has been dispatched and tracking information is available, a shipping notification will generally be sent to the email address provided during checkout.

The notification may include a tracking number or a link to the delivery provider's tracking page.

4. Tracking Your Package

How can I check the delivery status of my order?

After receiving your shipping confirmation, you can use the tracking number or carrier tracking link to review available shipment updates.

Tracking information may not become visible immediately after dispatch, as the carrier may need time to register the package in its system.

My tracking number has stopped updating. What should I do?

Tracking events are not always recorded continuously throughout transportation.

Your package may be moving between facilities or waiting for a new carrier scan even when no recent update is displayed.

If tracking information remains unchanged for an unusually long period, please contact service@fitloraq.com and include your order number.

Our support team can review the available shipment information.

Could my purchase arrive in separate deliveries?

Yes. Orders containing multiple cosmetic products may occasionally be fulfilled in more than one shipment.

This can happen when products are prepared at different fulfillment locations or require separate shipping arrangements.

If your order is divided into multiple packages, separate tracking details may be provided.

5. Order Confirmation and Email Notifications

I placed an order but did not receive a confirmation email. What should I check?

Order confirmation messages are normally sent to the email address entered during checkout.

If you cannot find the message in your inbox, please check your spam, junk, promotions, or other filtered email folders.

If the confirmation is still missing, contact our customer support team with the email address used for the purchase and any available transaction details.

When will my tracking information be sent?

Tracking information is generally issued after your order has completed processing and is ready for shipment.

Our usual order preparation period is 1–5 business days.

If this period has passed and you have not received a shipping notification, please contact our support team for assistance.

6. Editing or Cancelling an Order

I entered the wrong delivery address. Can it be corrected?

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

Send an email to service@fitloraq.com with:

• Your order number

• Your checkout email address

• The correct and complete delivery address

We will make reasonable efforts to update the information before the package is dispatched.

However, address changes may no longer be possible once the shipment has been transferred to the carrier.

Can I change the products or quantities in my order?

Order adjustments may be possible during the early processing stage.

Depending on the order status, you may request changes involving product selections, cosmetic shades, quantities, or certain checkout details.

Please contact customer service as soon as possible and clearly explain the requested adjustment.

We cannot guarantee that all changes can be completed after fulfillment has begun.

How can I request an order cancellation?

If you wish to cancel your purchase, please email our support team promptly.

Cancellation requests are generally easier to process before products have been packed or dispatched.

Once an order has entered advanced fulfillment or has been shipped, cancellation through the standard order process may no longer be possible.

If your order has already been dispatched, you may be able to request an eligible return after delivery according to our Return & Refund Policy.

Any mandatory cancellation or withdrawal rights under applicable law remain unaffected.

7. Cosmetic Product Information

Where can I learn more about a cosmetic product?

Each product page may provide information to help customers understand the item before purchasing.

Depending on the product, details may include:

• Product descriptions and features

• Ingredients

• Cosmetic shades and available variations

• Size, volume, or quantity

• Application instructions

• Texture or finish information

• Packaging specifications

We recommend reviewing the relevant product page carefully before placing an order.

If you need clarification about a particular product, our customer support team can assist with available information.

Why does my product look slightly different from the website image?

Cosmetic products may occasionally have differences in packaging appearance, colour presentation, or other visual details.

These variations may result from packaging updates, photography lighting, screen colour settings, or reasonable production differences.

Minor visual differences do not necessarily indicate that the product is incorrect or defective.

However, if the item you receive is materially different from the product you ordered, please contact us for assistance.

8. Damaged, Incorrect, or Missing Items

What should I do if my cosmetics arrive damaged?

If a product arrives damaged, please contact our customer service team as soon as reasonably possible.

To help us review the issue, we recommend providing:

• Your order number

• The email address associated with the purchase

• Clear photographs or a short video of the affected product

• Images of the external packaging, if available

• A photograph of the shipping label, where relevant

Our team will review the information and explain the next steps in accordance with our Return & Refund Policy and applicable consumer protection requirements.

What if I received the wrong product or an item is missing?

If your package contains an incorrect product or appears to be incomplete, please contact us with your order details.

Include a brief explanation of the issue and photographs of the items received, where possible.

We will compare the information with the available order records and provide appropriate assistance.

9. Returns and Refunds

How do I start a return request?

If you would like to return a cosmetic product, please review our Return & Refund Policy for information about eligibility, procedures, and applicable conditions.

To request assistance, email service@fitloraq.com and include:

• Your order number

• The product you wish to return

• A brief explanation of your request

We recommend contacting our support team before sending a return package so that the correct procedures and return instructions can be provided.

The registered business address listed below is not automatically the designated return shipping address.

Nothing in our return procedures limits mandatory consumer rights provided by applicable law.

How long does it take to receive a refund?

Refund timing can vary depending on the circumstances of the request.

Factors that may affect the process include the reason for the refund, whether a return is required, the condition of the returned product, and the payment method originally used.

Once an eligible refund has been approved, processing will follow our Return & Refund Policy.

Banks, card issuers, and payment providers may require additional time before the refunded amount becomes visible in your account.

For questions about a pending refund, please contact our customer support team with your order details.

10. Customer Service Availability

When can I contact Fitloraq customer support?

Our customer service team normally reviews inquiries during the following business days:

Customer Service Days: Monday to Friday

Typical Email Response Time: Within 24–48 business hours

Response times may vary during public holidays, promotional events, seasonal shopping periods, or when additional investigation is required.

We aim to review customer inquiries and provide relevant assistance within a reasonable timeframe.

11. Fitloraq Company and Contact Details

Fitloraq is an online cosmetics retail store operated by Hubei Tiansuiping Network Technology Co., Ltd.

For general questions, order assistance, shipping concerns, payment inquiries, or after-sales support, please use the official contact information below.

Brand / Store Name: Fitloraq

Business Category: Online Cosmetics Retail

Operating Company: Hubei Tiansuiping Network Technology Co., Ltd.

Registered Business Address:

Room 16, 20th Floor, Commercial Building 4, Phase 3, Plot K2, Gemdale Zizaicheng, No. 1335 Tuanjie Avenue, Heping Subdistrict, Hongshan District, Wuhan City, Hubei Province, China

Customer Support Email:

service@fitloraq.com

Customer Support Telephone:

027-58907965

Support Days: Monday–Friday

Estimated Email Response Time: 24–48 business hours

Hubei Tiansuiping Network Technology Co., Ltd. is responsible for the operation and administration of the Fitloraq online cosmetics retail store, including website management, order processing, fulfillment coordination, customer communication, and after-sales assistance.

For existing orders, please include your order number when contacting us to help our team identify the relevant purchase.

Thank you for shopping with Fitloraq. We appreciate your interest in our cosmetics collection and look forward to assisting you with your online beauty shopping experience.