FAQ

Frequently Asked Questions

Welcome to Tilnora! We've put together answers to some of the most common questions about shopping, orders, shipping, and customer support. If you need further assistance, our team is always happy to help.

1. General Questions

Q1: What is Tilnora?

Tilnora is an online shopping brand dedicated to providing customers with a convenient shopping experience, carefully presented products, and reliable customer support.

Q2: How can I contact Tilnora?

You can reach our customer support team through the following channels:

Q3: Is it safe to shop at Tilnora?

We aim to provide a secure shopping experience. Our website uses secure checkout technology to help protect customer information during transactions.

2. Orders & Payments

Q4: How do I place an order?

Simply browse our website, select the products you wish to purchase, add them to your shopping cart, and proceed to checkout. Follow the instructions to enter your shipping information and complete your payment.

Q5: Will I receive an order confirmation?

Yes. Once your order has been successfully placed, you will receive an order confirmation email containing your order details.

Q6: Can I change or cancel my order after placing it?

If you need to change or cancel an order, please contact us as soon as possible at service@tilnora.com. Requests are subject to the order's fulfillment status and our applicable cancellation policy.

Q7: What payment methods are accepted?

Available payment methods will be displayed at checkout. You can select from the payment options provided before completing your purchase.

3. Shipping & Delivery

Q8: How much does shipping cost?

We offer the following shipping options:

  • Standard Shipping: $2.99 USD per order.

  • Free Shipping: Available on orders over $39.00 USD.

The applicable shipping fee will be displayed during checkout before you complete your purchase.

Q9: How long does shipping take?

Our standard shipping service has an estimated delivery timeframe of 10–20 business days.

Delivery times are estimates and may vary depending on the destination, carrier operations, customs processing, and other circumstances.

Q10: Do you offer free shipping?

Yes! We offer free shipping on orders over $39.00 USD.

Orders below this threshold are subject to the standard shipping fee of $2.99 USD.

Q11: How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email with tracking information when available.

You can use the tracking details to follow your shipment's progress.

Q12: What should I do if my order is delayed?

If your package takes longer than the estimated delivery timeframe or your tracking information has not been updated for an extended period, please contact us at service@tilnora.com.

Please include your order number so our customer support team can investigate and assist you.

Q13: What if my package appears to be lost or marked as delivered but I haven't received it?

Please contact our customer support team with your order number and tracking information. We will help review the delivery status and work with the relevant shipping carrier to determine the next steps.

4. Returns & Refunds

Q14: Can I return an item?

Return eligibility depends on the condition of the item and the requirements outlined in our Return & Refund Policy.

Please review our Return & Refund Policy before submitting a return request.

Q15: How do I request a return or refund?

To request a return or refund, please email service@tilnora.com with the following information:

  • Your order number.

  • The product you wish to return.

  • The reason for your request.

  • Photos or videos of the item, if relevant.

Our customer support team will review your request and provide the appropriate instructions.

Q16: What if I receive a damaged, defective, or incorrect item?

We are sorry if something is wrong with your order.

Please contact service@tilnora.com and include your order number along with clear photos or videos showing the issue.

We will review the situation and help arrange an appropriate resolution, such as a replacement, refund, or return solution, at no additional cost when the issue is confirmed to be our responsibility.

Q17: How long do refunds take?

Once a refund has been approved, the processing and payment posting time will depend on the applicable refund policy and your original payment provider.

For assistance with an existing refund, please contact service@tilnora.com.

5. Products & Shopping

Q18: How can I find product information?

You can find product descriptions, available options, and other relevant details on each individual product page.

We recommend reviewing the product information carefully before placing your order.

Q19: What should I do if I have questions about a product before purchasing?

If you need additional information about a product, please contact us at service@tilnora.com. Our team will be happy to assist you.

6. Customer Support

Q20: How can I get help with my order?

For any questions regarding orders, shipping, returns, refunds, or products, please contact us using the information below.

Customer Support Email: service@tilnora.com

Customer Service Phone: +86 898 88830003

When contacting us about an existing order, please include your order number to help us assist you more efficiently.

7. Business Information

For transparency, please find our official business information below.

Brand Name: Tilnora

Legal Company Name: Hainan Huijie Network Technology Co., Ltd.

Business Address:

7th Floor, Room 708, Building A, China Merchants Zhangzhou Bay Free Trade Center, Yazhou District, Sanya, Hainan Province, China

Customer Support Email: service@tilnora.com

Customer Service Phone: +86 898 88830003

Tilnora is a brand owned and operated by Hainan Huijie Network Technology Co., Ltd.

Thank you for choosing Tilnora. We appreciate your trust and look forward to providing you with a pleasant shopping experience.