FAQs
Frequently Asked Questions
Welcome to the Fixlentra Help Center.
We want your shopping experience to be simple, clear, and convenient. Below you’ll find answers to some of the most common questions about ordering, payment, shipping, tracking, returns, refunds, and contacting our customer support team.
If you cannot find the answer you need, please contact us at support@fixlentra.com and our team will be happy to assist you.
ORDERING
1. Do I need to create an account to place an order?
No. You can place an order as a guest without creating an account.
Creating an account, however, may make future purchases more convenient by allowing you to view your order information and manage your shopping details more easily.
2. How do I know if my order was placed successfully?
After successfully placing your order, you should receive an order confirmation at the email address provided during checkout.
Please check the information in your confirmation carefully, including:
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Your name
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Shipping address
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Products ordered
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Product options, if applicable
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Order total
If you do not receive an order confirmation, please check your spam or junk folder first.
If you still cannot find it, contact us at support@fixlentra.com and provide the name and email address used when placing the order.
3. Can I change my order after it has been placed?
If you need to change your order, please contact us as soon as possible.
We recommend submitting your request within 24 hours of placing your order.
Depending on the current processing status, we may be able to help change certain order details before the order is prepared or shipped.
Once an order has already been processed or shipped, we may no longer be able to make changes.
Please contact:
Email: support@fixlentra.com
When contacting us, please include your order number and clearly explain the change you would like to make.
4. Can I change my shipping address after placing an order?
Please contact us within 24 hours of placing your order if you notice that your shipping address is incorrect.
We will do our best to update the address if the order has not yet been processed or shipped.
Once an order has been shipped, we cannot guarantee that the shipping address can be changed.
Customers are responsible for entering a complete and accurate delivery address during checkout. Please carefully check apartment numbers, postal codes, telephone numbers, and other delivery information before submitting your order.
5. Can I cancel my order?
If you would like to cancel an order, please contact support@fixlentra.com as soon as possible.
Cancellation requests should preferably be submitted within 24 hours of placing the order.
If your order has already entered processing or has been shipped, cancellation may no longer be possible. In that case, you may request a return after receiving your order, subject to our Return & Refund Policy.
PAYMENT & CURRENCY
6. What payment methods do you accept?
We accept payment methods displayed during checkout, which may include major credit or debit cards and PayPal, depending on your location and the payment options currently available.
Available payment methods will be shown before you complete your purchase.
7. What currency are prices shown in?
Transactions on Fixlentra are generally displayed and processed in U.S. Dollars (USD) unless another currency is shown through the website's country or region settings.
If your payment card uses another currency, your bank or card issuer may convert the transaction according to its applicable exchange rate.
Any currency conversion fees charged by your bank, card issuer, or payment provider are determined by that provider.
8. Is my payment information secure?
We take payment security seriously.
Our online store is hosted through an established e-commerce platform, and payment information is transmitted using secure and encrypted technology.
Sensitive payment details such as full card information are processed through authorized payment service providers and are not intended to be directly stored by Fixlentra.
For your own security, please never send complete credit card information to us by email.
SHIPPING & DELIVERY
9. How long does order processing take?
Orders are generally prepared for dispatch within approximately 72 hours after the order is placed and payment has been successfully received.
Processing may include:
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Order verification
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Product preparation
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Quality checks
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Packaging
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Dispatch arrangements
Processing times may occasionally be longer during weekends, holidays, promotional periods, or periods of unusually high order volume.
10. How long does shipping take?
Estimated standard shipping times are generally:
United States & Canada:
Approximately 2–4 weeks
Australia & New Zealand:
Approximately 2–4 weeks
United Kingdom & Europe:
Approximately 2–4 weeks
Other Countries/Regions:
Approximately 2–5 weeks
These are estimated delivery times rather than guaranteed delivery dates.
Actual delivery times may vary depending on the destination, product availability, carrier operations, customs processing, local postal services, holidays, weather conditions, and other circumstances outside our direct control.
11. Do you ship internationally?
Fixlentra serves customers in multiple countries and regions.
Shipping availability depends on your delivery destination, the products ordered, and the shipping options available at checkout.
Please select your country or region and enter your delivery address during checkout to confirm whether shipping is currently available to your location.
12. How can I track my order?
Once your order has been shipped and tracking information becomes available, you may receive a shipping confirmation email containing your tracking number.
You can use your tracking number through the relevant carrier or a third-party international tracking service such as 17TRACK.
Please note that tracking information does not always update immediately after shipment.
In some cases, it may take several days for the carrier's tracking system to display new information.
13. Why has my tracking information not updated?
It is normal for tracking information to remain unchanged temporarily.
After a package is handed over to the shipping provider, tracking information may take a few days—and in some cases up to approximately one week—to appear or update correctly.
Packages may also pass through several logistics partners during international transportation, which can result in periods without new tracking scans.
If your tracking information has not updated for an unusually long period, please contact us at support@fixlentra.com with your order number and tracking number.
14. Why did I receive only part of my order?
Some orders may contain products shipped separately.
This can happen when items are prepared or dispatched from different fulfillment locations or become available at different times.
As a result, you may receive:
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More than one package
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More than one tracking number
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Packages arriving on different dates
If part of your order has arrived, please check your shipping confirmation emails for additional tracking information.
If you believe an item is missing, contact support@fixlentra.com and provide your order number.
15. What happens if my package is delayed?
International deliveries may occasionally experience delays due to factors such as:
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Customs processing
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Carrier delays
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High shipping volumes
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Local postal operations
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Public holidays
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Severe weather
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Transportation disruptions
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Incorrect or incomplete delivery information
Because these circumstances may be outside our control, estimated delivery dates cannot always be guaranteed.
If your order appears significantly delayed, please contact our customer support team so we can review the available tracking information.
16. What should I do if my package is marked as delivered but I cannot find it?
If your tracking information shows that your package has been delivered but you cannot locate it, we recommend that you first:
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Check around your entrance, mailbox, garage, reception area, or other safe delivery locations.
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Ask household members, neighbors, building staff, or reception staff whether they accepted the package.
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Confirm that the shipping address on your order is correct.
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Contact the local delivery carrier for additional delivery information.
If you are still unable to locate the package, please contact support@fixlentra.com and provide your order number and tracking information.
RETURNS & REFUNDS
17. What is your return policy?
If you are not satisfied with your purchase, you may request a return within 30 days of receiving your order, subject to our Return & Refund Policy.
To start a return, please contact:
Please include:
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Your order number
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The item(s) you would like to return
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The reason for the return
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Any relevant photographs if the item is damaged or defective
Our customer support team will review your request and provide further return instructions.
Please do not send a return to our business address without first contacting customer support and receiving return instructions.
18. Are original shipping charges refundable?
Unless otherwise required by applicable law or specifically stated in our Return & Refund Policy, original shipping charges are generally not refundable.
Approved refunds normally apply to eligible returned merchandise.
Please refer to the current Return & Refund Policy on our website for complete details.
19. What should I do if my item arrives damaged?
If your item arrives damaged, please contact us within 14 days of receiving your order.
Email support@fixlentra.com and include:
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Your order number
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A description of the problem
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Clear photographs showing the damaged item
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Photographs of the packaging where relevant
Using the subject line “DAMAGED ITEM – Order #[your order number]” can help us identify your request more quickly.
Our customer support team will review the information and advise you on the appropriate next step.
20. What should I do if an item is missing from my order?
If an item is missing, first check whether your order was shipped in multiple packages.
If you have received all listed packages but an item is still missing, please contact:
Please provide your order number and identify the missing item.
You may use the subject line:
“MISSING ITEM – Order #[your order number]”
This will help our team investigate the issue.
21. How long does a refund take?
After an eligible return has been received, reviewed, and approved, the refund will be issued to the applicable original payment method where possible.
The amount of time required for the refund to appear in your account may depend on your bank, card issuer, or payment provider.
Please note that processing by your financial institution may take additional business days after a refund has been issued.
22. Can I return an item without contacting you first?
Please contact our customer support team before sending any return.
Returns sent without prior authorization or to an address that has not been confirmed by our customer support team may experience delays or may not be properly identified.
Contact us at:
and wait for return instructions before shipping your item.
PRODUCTS
23. How can I find more information about a product?
Product-specific information such as size, material, quantity, features, usage, and available options can be found on the relevant product page.
Because specifications vary between products, we recommend carefully reviewing the product description and available product images before placing your order.
If you have a specific product question that is not answered on the product page, please contact us and include the product name or product page link.
24. Will the product look exactly the same as the pictures?
We make reasonable efforts to present product images and descriptions accurately.
However, actual product appearance may vary slightly due to factors such as:
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Screen and display settings
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Lighting conditions
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Photography
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Manufacturing variations
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Measurement methods
Please carefully review the product description, dimensions, material information, and other product details before purchasing.
25. What if a product becomes unavailable after I place my order?
Although we work to keep product availability information up to date, an item may occasionally become unavailable after an order is placed.
If we are unable to fulfill an item, we will contact you using the information provided with your order and advise you of the available options, which may include cancellation or a refund for the unavailable item.
CUSTOMER SUPPORT
26. How can I contact Fixlentra?
For questions about your order, shipping, tracking, returns, refunds, or products, please contact our customer support team at:
Email: support@fixlentra.com
Our current customer service hours are:
9:00 AM – 5:00 PM EST
We aim to respond to most customer inquiries within approximately one business day.
During weekends, holidays, promotions, or periods of unusually high inquiry volume, responses may take longer.
If you do not see our reply, please check your spam or junk email folder.
To help us assist you efficiently, please avoid sending multiple messages about the same issue and include your order number whenever your question relates to an existing order.
COMPANY INFORMATION
27. Who operates Fixlentra?
Fixlentra is operated by the following registered business entity:
Company Name:
Yulong Xiantiaohao Trading Co., Ltd.
Registration No.:
91530721MAKDDT9882
Customer Support Email:
support@fixlentra.com
Website:
www.fixlentra.com
Tel:
+86 150 0999 7574
Registered Business Address:
Shop No. 3, Basement Level 2, Building 2, Jinzhixing Commercial City, Wutai Community, Huangshan Subdistrict, Yulong Naxi Autonomous County, Lijiang City, Yunnan Province, China
Please note that the registered business address is provided for company identification and administrative purposes.
Do not send product returns to this address unless our customer support team has specifically instructed you to do so. Return addresses and procedures may vary depending on the product and fulfillment arrangements.
STILL NEED HELP?
We are happy to help.
For order questions, product inquiries, shipping concerns, returns, or other customer service matters, please email:
To help us respond more efficiently, please include your order number whenever your inquiry relates to an existing purchase.
Thank you for shopping with Fixlentra.