Frequently Asked Questions

Welcome to Trelvani's FAQ page.

Here you'll find answers to common questions about our products, ordering, payments, shipping, returns, refunds, and customer support.

If you need additional assistance, please contact us at [email protected].

1. Products

Q: What products does Trelvani offer?

A: Trelvani is an online drinkware store offering a selection of insulated tumblers, drinking bottles, glass cups, and tea mugs.

Our two main collections are:

• Insulated Tumblers & Bottles

• Glass Cups & Tea Mugs

Our products are selected to suit different drinking preferences, everyday routines, and personal styles.

Q: How do I choose the right cup or bottle?

A: We recommend reviewing the product description, available variants, materials, dimensions, capacity, and care instructions before purchasing.

Consider how you intend to use the product, the type of beverage you prefer, and whether portability or ease of cleaning is important to you.

If you need clarification about a specific product, please contact our customer support team.

Q: Are all Trelvani bottles designed to keep drinks hot or cold?

A: No. Insulation features vary depending on the specific product.

Some tumblers and bottles are designed with insulated construction, while others are intended primarily for ordinary drink storage or serving.

Please review the product specifications for information about insulation and intended use. We do not guarantee a particular temperature-retention period unless it is expressly stated and supported in the relevant product listing.

Q: Are your glass cups suitable for hot beverages?

A: Heat resistance depends on the material, construction, and specifications of the individual glass cup.

Some products may be suitable for hot beverages, while others may have different temperature limitations.

Always review the product description and care instructions before using a glass cup with hot liquids.

Avoid sudden temperature changes unless the product is specifically designed to withstand them.

Q: Are Trelvani products dishwasher-safe or microwave-safe?

A: Dishwasher and microwave compatibility varies by product.

Please refer to the individual product specifications and care instructions.

Do not place a cup, tumbler, or bottle in a dishwasher or microwave unless the product is expressly identified as suitable for that use.

Q: Are your tumblers and bottles leakproof?

A: Leak resistance depends on the product's lid design, seals, and construction.

Not every cup or bottle is intended to prevent leakage when tipped over or carried inside a bag.

Please check the relevant product description before purchasing and ensure that lids and seals are fitted correctly during use.

Q: How can I find the product's capacity, dimensions, or available colors?

A: Available product specifications and options are displayed on individual product pages.

Where these details are not provided or require clarification, you may contact our customer support team before ordering.

2. Orders

Q: How can I place an order?

A: Browse our collections, select the product and available options you prefer, and add the item to your shopping cart.

Proceed to checkout, enter your shipping and payment information, review your order details, and complete your purchase.

Q: Will I receive an order confirmation?

A: After successfully placing an order, you should receive an order confirmation email containing the relevant purchase details.

Please check the email address provided at checkout.

If you cannot locate your confirmation email, contact us at [email protected].

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

A: Please contact our customer support team as soon as possible if you need to change or cancel an order.

We will review whether the request can be accommodated before the order is processed or dispatched.

Once the order has shipped, changes or cancellations may no longer be possible.

Q: What should I do if I entered the wrong shipping address?

A: Please contact us immediately and provide your order number and the correct delivery information.

We will make reasonable efforts to update the address before shipment, but changes cannot be guaranteed once the order has entered the shipping process.

3. Payments

Q: What payment methods do you accept?

A: Trelvani accepts the payment methods displayed during checkout.

Available payment options may vary depending on the customer's location and the payment services supported by our website.

Please review the payment options presented at checkout before completing your purchase.

Q: Is my payment information handled securely?

A: Payments are processed through the payment services available on our website.

Payment service providers handle payment-related information according to their own applicable security procedures and privacy practices.

For more information about personal information handling, please review our Privacy Policy.

Q: What should I do if my payment is unsuccessful?

A: Please verify that your payment information is correct and that the selected payment method is available for the transaction.

If the issue continues, you may contact your payment provider or our customer support team for further assistance.

4. Shipping & Delivery

Q: How long does it take to process an order?

A: Orders are generally processed within 1–3 business days after payment confirmation.

Our regular processing days are Monday through Friday, excluding applicable public holidays.

Q: How long does shipping take?

A: Estimated delivery takes 7–15 business days after dispatch.

This estimate does not include the initial order processing period.

Actual delivery times may vary depending on the destination, carrier operations, customs procedures, and other transportation conditions.

Q: How much does shipping cost?

A: Our standard shipping rates for eligible orders are:

• Orders below US$39.99: US$12.99 standard shipping.

• Orders of US$39.99 or more: Free standard shipping.

The final shipping charge and available delivery options will be displayed during checkout.

Q: Can I track my order?

A: Once your order has been dispatched, tracking information will be provided when available.

Tracking updates may take some time to appear after the carrier receives the shipment.

If you have questions about your delivery status, please contact us with your order number.

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

A: Delivery delays may occur because of transportation disruptions, customs processing, weather conditions, or other circumstances.

If your order has not arrived within the estimated delivery period, please contact our customer support team.

We will review the available shipment information and assist with the next appropriate steps.

Q: What if my package is missing or arrives damaged?

A: Please contact us as soon as reasonably possible.

Provide your order number, a description of the issue, and photographs where relevant.

We will review the circumstances and work with you toward an appropriate resolution, which may include a replacement or refund where applicable.

5. Returns & Refunds

Q: What is your return policy?

A: We accept eligible return requests within 30 days of delivery.

For change-of-mind returns, products generally must be unused, in their original condition, and returned with their original accessories and components.

Additional hygiene considerations may apply to drinkware that has been used.

Please review our Return & Refund Policy for complete details.

Q: How do I request a return?

A: Contact our customer support team at [email protected].

Please provide your order number, the product you wish to return, and the reason for your request.

If the product is damaged, defective, or incorrect, please include photographs where available.

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

Do not send items back before receiving return instructions.

Q: Do I need to pay return shipping costs?

A: For eligible change-of-mind returns, the customer is generally responsible for return shipping costs.

If an item is confirmed to be damaged, defective, or incorrectly supplied, Trelvani will cover reasonable return shipping costs when a return is required.

Applicable consumer rights remain unaffected.

Q: What should I do if I receive a broken glass cup or defective bottle?

A: Please contact us as soon as reasonably possible and include your order number, a description of the issue, and photographs where available.

We will review the information and discuss a suitable resolution, which may include a replacement or refund.

Q: How long does it take to receive a refund?

A: Approved refunds are generally processed within 5–10 business days after approval.

Refunds are issued to the original payment method.

The time required for the funds to appear in your account may vary depending on your payment provider or financial institution.

Q: Can I exchange an item?

A: If you receive a damaged, defective, or incorrect item, please contact our customer support team to discuss available replacement options.

Replacements are subject to product availability.

If a replacement is unavailable, we will discuss an appropriate alternative, including a refund where applicable.

6. Customer Support

Q: How can I contact Trelvani?

A: You can reach our customer support team using the following information:

Email: [email protected]

Phone: +852 70962516

Support Hours: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)

Q: What information should I provide when contacting customer support?

A: For order-related questions, please include your order number and a brief description of your inquiry.

For product-related questions, please include the product name or a link to the relevant product page.

For damaged or incorrect items, photographs may help us review the issue.

Q: Where can I find more information about store policies?

A: You can review the following pages on our website:

• About Us

• Contact Us

• Shipping Policy

• Return & Refund Policy

• Privacy Policy

• Terms of Service

• Legal Notice

If you have additional questions, please contact our customer support team.

Business Information

Trelvani is owned and operated by HONG KONG BALDUR TECHNOLOGY CO.,LIMITED.

We operate an online retail store at https://trelvani.com/, offering insulated tumblers, drinking bottles, glass cups, and tea mugs for everyday use.

BRAND: Trelvani

LEGAL COMPANY NAME: HONG KONG BALDUR TECHNOLOGY CO.,LIMITED

OWNER / REPRESENTATIVE: Weng Qunxia

CUSTOMER SUPPORT EMAIL: [email protected]

SUPPORT HOURS: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)

WEBSITE: https://trelvani.com/

BUSINESS ADDRESS: FLAT/RM A 12/F ZJ 300, 300 LOCKHART ROAD, WAN CHAI, HONG KONG

Customer Support Phone: +852 70962516