Frequently Asked Questions

Customer Service Support

Q:How do I contact a US Customer Service Support Team member?
A:By email at inkolelo@outlook.com or during business hours M - F at (+86) 15766191149

Q:Do you have a local store I can visit?
A:We do not have local stores. inkolelolifestyle.com is an online store. inkolelo manufactures and sells its own brand of products to major marketplace channels like Amazon.com, cdiscount.com, lazada.com , Staples.com, and more.

Education, Government, Nonprofit, or Other Related Businesses

Q:How do I make a bulk order purchase?
A:For details about our Reseller/Wholesaler Program, visit email inkolelo@outlook.com

Order Processing

Q:How do I know my order went through?
A:An automatic order confirmation will be immediately sent to the email address on file. The message will include your order number, items ordered, shipping info, and payment method.

Q:How can I change my order?
A:Unfortunately, we cannot change your item, invoice, billing, or shipping information once an order has been processed online. If needed, please contact us to cancel the order and place a new one at inkolelo@outlook.com .

Q:How do I cancel my order?
A:Email inkolelo@outlook.com. Our Customer Service Support Team will be happy to assist you.

Q:Can I place an order over the phone?
A:Unfortunately, orders can only be placed at https://inkolelolifestyle.com/ at this time.

Q:How do I return an order?
A:Email inkolelo@outlook.com.

Q:How will my credit card or PayPal or credit card account be processed for a pre-order?
A:Once you place a pre-order, the order will process for authorization before the actual credit charge. It will be in pending status in our order system until a label has been prepared to ship out the product, then the actual credit charge will process.

Q:What is the processing time for my order?
A:Orders are typically processed within 1-2 business days.

Q:How long does it take for standard international delivery?
A:Due to circumstances beyond our control, please allow a minimum of 10-14 business days for international delivery.

Q:What do I do if I ordered the wrong item and it has already shipped out with a tracking number?
A:Once an order has been processed and shipped out with a tracking number, please contact us at inkolelo@outlook.com immediately. We will advise you to RETURN TO SENDER through your shipping carrier once you receive the package. Once you notify us that you will return the unopened package, we can assign you a case number. The case number will be our reference as a pre-notification you are expecting the inkolelo Customer Care Team to issue you a refund immediately upon receipt of your unopened return item. We will then issue you a refund in the original form of payment. (Shipping fees are nonrefundable.)

Q:How long does it take for EMS (Express Mail Service) International delivery?
A:You must allow less than 1 business week for delivery.

Q:What are my taxes to ship internationally?
A:You can first get a quote of your estimate tax by providing the destination in the checkout cart. Unless the rate specifies these charges are included, you may have additional taxes or duties that you are solely responsible for. If you are unsure of the charges or policy, please check with your local customs office or post office. Please don't refuse the package because of the customs or taxes charged when the item is delivered. It is possible that the carrier won't be able to return the item unless these fees are paid. If that happens, we won't be able to offer a refund at that point.

Order Returns

Q:How do I return an order?
A:Contact us or email inkolelo@outlook.com

Q:What is the return address?
A:Email us at inkolelo@outlook.com for proper return information.

Q:Once my order has been refunded, how long will it take for my account to process the credit refund?
A:Allow approximately 5 - 7 business days. If you don’t see a refund after 7 business days have passed, please follow up with your financial institution.

Q:How long do I have to return a product for a refund?
A:Thirty (30) calendar days from the actual shipping notification that the product was delivered to your shipping address.

Q:I didn’t purchase my case online but through a retail outlet. Can I return the product directly to you?
A:Unfortunately, we cannot help if you purchased your item through a third party reseller or wholesaler. Please return your product to the original place of purchase with your receipt for help.

 Order Refunds

 Q:What is your refund policy?
A:We will accept returns for REFUNDS within thirty (30) days of purchase OR thirty (30) days from date of delivery, whichever comes later. Refunds will be processed within 24 - 48 hours upon receipt of your returned item. Please note that we are unable to process a refund past 30 days unless the item is proven to be defective or the wrong item has been shipped. Our warranty program allows one (1) year for replacement of an item (or ninety [90] days for tempered glass screen protectors).

Q:Once my order has been refunded, how long will it take for my account to process the credit refund?
A:Credits will be issued in the form of a refund to the credit/debit card or PayPal used for the original purchase. We are unable to apply refunds to expired or compromised credit cards. Please allow approximately 5 - 7 business days for processing. If you do not see your credit refund after 7 full business days, please follow up with your financial institution.

Order Shipping and Tracking

Q:Can you expedite my order?
A:We will not be able to expedite or overnight orders. All orders will ship via standard DHL and USPS.

Q:What shipping carriers do you use?

Q:How do I track my order?
A:The tracking number will be sent to the email address on your order with a DHL Global or USPS tracking number to track your shipment: http://webtrack.dhlglobalmail.com

Q:Will the tracking number give me a delivery date?
A:You can estimate the delivery of domestic orders to take approximately 3 - 5 business days shipping from our warehouse to the shipping address on your order. International shipments take longer with an estimated 14 business days for delivery.

Limited Warranty Policy

Q:Which end user of our products will the warranty policy cover?
A:Our warranty policy covers authorized marketplace Sellers (Amazon.com, eBay.com), other authorized resellers, and direct online purchase with inkolelolifestyle.com. Any purchases from unauthorized resellers will not be covered under the Limited Product Warranty.

Q:What is the warranty period?
A:One (1) year warranty period from the date of confirmed receipt.

Q:If I drop my case and damage my device, will my device be covered under the warranty?
A:Unlike the case, your device will not be covered under the SUPCASE Limited Product Warranty.

Q:Do you have exceptions to the warranty?
A:Our Limited Product Warranty exceptions are :

The Limited Product Warranty does not apply to our products purchased through unauthorized resellers.

The Limited Product Warranty does not apply to damage of the product caused by accidental abuse or drops, misuse, improper care or maintenance, or any use other than its intended purpose.

The Limited Product Warranty does not apply to theft.

The Limited Product Warranty does not cover your DEVICE.