How to Contact Us

For assistance, contact customer support using the email address or phone number displayed on this page.

When your request concerns an order, please include enough information for the relevant order to be identified.

What to Include

• Your order number where applicable.
• The name or email used for the order.
• The product involved.
• A clear explanation of the question or issue.
• Photos where relevant to damaged, defective, incorrect or incomplete orders.

Please do not send full card numbers, security codes, payment passwords or one-time authentication codes.

Product Questions

Review the product page first for current descriptions, images and available options.

If additional clarification is required, customer support can assist with questions about information shown on the store.

Order Questions

Orders are generally processed within 2–4 business days. During busy periods, processing may take up to 5 business days.

If you have a question regarding order status or order information, contact customer support.

Changes and Cancellations

Contact us as soon as possible if you need to change or cancel an order.

Changes and cancellations cannot be guaranteed once processing or fulfillment has begun.

Shipping Questions

For U.S. destinations, standard transit is generally 10–15 business days after dispatch.

If a shipment appears delayed or tracking has not updated for an unusual period, contact customer support.

Damaged or Defective Products

If a product arrives damaged or appears defective, contact customer support and provide the order information.

Clear photographs may be helpful when reviewing the issue.

Incorrect or Incomplete Orders

If you receive an incorrect item or part of your order appears missing, contact us with the relevant order details.

Return Requests

Eligible return requests may be submitted within 180 days after confirmed delivery.

Contact customer support before sending any item back.

Return Address Notice

The business address shown on nelvonna.com is not automatically a return warehouse or return destination.

Follow the approved return instructions provided by customer support.

Refund Questions

Approved refunds are generally processed within 5–10 business days after approval to the original payment method.

Payment providers may require additional time before a refund becomes visible.

Payment Questions

Payment methods may include PayPal, Visa, Credit & Debit Cards, Apple Pay and Google Pay.

The options available for your transaction will be displayed during checkout.

Ownership & Operation

Who owns and operates nelvonna™?

nelvonna™ is owned and operated by Hangzhou Jiling Cloud Technology Co., Ltd.

Hangzhou Jiling Cloud Technology Co., Ltd. operates nelvonna.com and is responsible for the operation of the nelvonna™ online store, including its day-to-day ecommerce operations and customer-service activities.

Owner / Representative: Lü Junling

Business Address

Hangzhou Jiling Cloud Technology Co., Ltd.

Room 4595, 3rd Floor, Zone A, No. 230 Tianmushan West Road, Xianlin Subdistrict, Yuhang District, Hangzhou City, Zhejiang Province

This business address is not automatically a return address.