FAQ
Last Updated: September 28, 2026
How do I place an order?
Choose a product and any available options, select the quantity, and add it to your cart. When you are ready, review your cart and proceed to checkout. Enter your contact and delivery details, select an available shipping and payment option, and review the total before submitting your order. The checkout page will show the payment methods available for your order.
Do I need an account to order?
If guest checkout is available, you can place an order without creating an account. The options presented at checkout will show how you can complete your purchase.
How do I know my order went through?
After a successful checkout, you should see an order confirmation page and receive a confirmation message at the email address or other contact method you provided. Keep your order number for future inquiries. If you do not receive a confirmation, check your spam folder and verify that your contact information was entered correctly. You can then email service@dwellviro.com with your name and the approximate time of your order. Please avoid placing a second order until we help you check the first one.
Can I change or cancel my order?
Email service@dwellviro.com as soon as possible with your order number and the change you need. We will check whether the order can still be updated or canceled. Once fulfillment has begun or a parcel has been dispatched, a change may no longer be possible. Your rights to cancel or return an online purchase under applicable law and our Return and Refund Policy still apply.
Can I change my delivery address?
Contact service@dwellviro.com promptly with your order number and the correct address. We will try to update it before dispatch, but cannot guarantee a change after the order has entered fulfillment or the carrier has received the parcel. We will help review the available options if that happens.
How do I add, remove, or change items in my cart?
Select the product options you want and click Add to cart. Open the cart icon to review your selection. You can adjust quantities or remove items before checkout using the controls shown in the cart. Review the updated total before placing your order. If a cart control is not working, contact us at service@dwellviro.com.
How do I use a discount code?
Enter an eligible code in the discount or gift card field at checkout and select Apply. Check that the discount appears in the order summary before paying. Codes may have stated conditions, such as eligible products, dates, or minimum purchase amounts. If a code does not work, check its terms and spelling or contact us before completing checkout. We cannot guarantee that a code can be added after an order is placed.
Payment and security
What payment methods do you accept?
The payment methods currently available for your location and order are shown at checkout. Please select one of the displayed options. A payment logo or method mentioned elsewhere on the Site should not be taken to mean it is available for every order.
Is checkout secure?
Our store uses Shopify's checkout platform and available payment providers to process transactions. Payment details are handled through the payment service selected at checkout. We use reasonable measures to protect customer information, as described in our Privacy Notice. No online service can guarantee absolute security. If you notice a suspicious payment or message, contact your payment provider and service@dwellviro.com promptly.
Shipping and delivery
Where do you ship, how much does shipping cost, and how long will delivery take?
Available destinations and shipping options are shown at checkout. Please see our Shipping Policy for order processing times, estimated delivery times, shipping charges, any free-shipping threshold, and other delivery details. The shipping charge applicable to your order will be shown before payment. Processing time and delivery time are separate.
How can I track my order?
When tracking is available and your order ships, we will provide tracking information in a shipping update or through your order status page. Tracking may take some time to show its first carrier scan. If you cannot find an update or the tracking appears stalled, email service@dwellviro.com with your order number.
What if my order is delayed or marked delivered but I cannot find it?
Check the tracking details, delivery location, and any notice from the carrier. Then contact service@dwellviro.com with your order number and the relevant details. We will review the issue with the fulfillment or delivery provider and explain the next steps. A “delivered” tracking status does not automatically end our review of your report.
Returns and order problems
What is your return and refund policy?
Our Return and Refund Policy sets out the return window, eligibility requirements, how to request a return, return shipping costs, and when and how approved refunds are issued. Applicable statutory rights for faulty, damaged, misdescribed, or undelivered goods are not reduced by the policy.
How do I request a return?
Email service@dwellviro.com with your order number, the item you want to return, and the reason for your request. Include photos if they help explain damage, a defect, or a wrong item. We will provide the appropriate instructions and return destination where a return is required. Please do not send an item to our registered business address unless we specifically instruct you to do so.
What if an item is missing, damaged, defective, or incorrect?
Email service@dwellviro.com with your order number, a description of the issue, and any helpful photos of the item and packaging. We will review the order and arrange an appropriate solution, such as the missing or correct item, a replacement, or a refund, in accordance with our policy and applicable law. You will not be charged additional shipping to correct our fulfillment error. Please wait for our instructions before sending anything back.
When will I receive my refund?
Refund timing depends on the reason for the refund and, where a return is required, when the returned item is received and assessed. Our Return and Refund Policy explains our processing timeline. After we issue an approved refund to the original payment method, your payment provider may need additional time to post it to your account.
Privacy and support
How do you use my personal information?
We use information to operate the store, process and deliver orders, provide customer support, maintain security, and for other purposes described in our Privacy Notice. We share information with providers when needed for these purposes and honor applicable privacy choices and rights. Please read the Privacy Notice for details or email service@dwellviro.com with a privacy request.
How can I contact Dwellviro?
Email service@dwellviro.com. Include your order number if your question concerns a purchase. Dwellviro is operated by Shaanxi Diyashi Information Technology Co., Ltd. The Company's registered address and additional business details are listed in our Terms of Service and Contact Us page.