FAQ

 How do I track my order status?

You can track your order online 24/7 by following these steps:

 Go to https://www.hotrovel.com/pages/order-inquery

1. Enter your order number
2. Press “Track” to process

Alternatively, a SHIPPING CONFIRMATION is sent to the email address that you have registered in the website upon placing your order. The email contains a tracking link where you could check the status of your order.

 

Will I receive any order confirmation after placing an order?

An order confirmation with order summary will be sent to you through email right after you have placed your order.

We will also send email to keep you updated frequently on your order status.

 

How can I change specification/ delivery address/ recipient for my existing order?

We are trying to ship the items the soonest, so for any changes like:

Change of address or personal information

• Change of specifications like product, size, color

Feel free to send us a message at Hotrovel@163.com. Cut off in making changes is 2 PM EST after the order is placed.

 NOTE: Product, delivery addresses and recipient names can only be changed if the orders have not been shipped out yet. Once shipped, we can no longer change the invoices since these are already printed and orders have already been handed over to our third-party couriers.

Can I make changes to my existing order?

Buyers are allowed to make changes to orders placed, within 24 hours of making their purchases and before the orders are fulfilled. Additional charges may be incurred by the buyers for any changes made to the orders after 24 hours of making their purchases.

 

How can I cancel my order?

Buyers are not allowed to cancel their purchases after the orders are placed or shipped. Unless specific reason. 

 

Note: We do not accept reason such as.. ("I've bought the wrong item"), ("I've found it cheaper elsewhere"), ("I've changed my mind and decided not to get this"), ("I wanted to give as a gift but I've found out my friend actually already gotten one"), ("I've bought this by accident") or other similar reasons.

 

I received an incomplete order, what should I do?

Please notify us immediately at Hotrovel@163.com so we can assist you promptly.

If what missing from your order is a gift/ bonus, we will push to deliver it to you soon.

If what missing from your order is a part of a product or an item, we will need you to send us the photo of: 

• The package notice attached to the packaging of the parcel – a piece of paper showing the delivery details
• The product packaging showing the product

 

I received the wrong item, what should I do?

If the item you received is not what you originally ordered, we are happy to replace the item for you. Please notify us immediately at Hotrovel@163.com so we can assist you promptly. We will need you to send us a photo of the item you received.

 

I received a damaged/ defective item, what should I do?

If the item you received is damaged/defective, we are happy to send you a replacement. Please notify us immediately at Hotrovel@163.com. 

We will also need you to send us a photo/video of the item you received.

 

How much does it cost for shipping fee? 

    Free shipping for a certain amount.The freight varies from country to country, so please refer to the freight shown at the time of settlement.

When will I receive my order?

We process your orders right after you have successfully placed your order. You can expect to receive your order within 2-3 weeks from the date of purchase(to be safe). Most customers usually receive their orders within 1-2 weeks. 

*Our courier service is unable to provide scheduling of deliveries; therefore we cannot guarantee delivery of your order for a specific time or date. Yet you can be assured we are working closely with our service partners to allow us to better serve you in the future.

IMPORTANT: We are not responsible if a package is not delivered because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after purchase. Costs to reship the package will be invoiced to the customer.

 

What is jssk's Return & Refunds policy?

Our replacement policy allows for item(s) your choice of a full refund or replacement item(s). However, we do have a few simple requirements for processing a return.

OUR 30-DAY EXCHANGE OR REFUND GUARANTEE

Hotrovel,guarantees that any item bought from us can be refunded or replaced for free with a 30-day, post-purchase money back guarantee. T&C below applies.

 

ACCEPTABLE RETURN/REFUND REASONS

our return can only be approved based on the following reasons:

 

Reasons	Description
Objective reasons	Damaged	The product is damaged in delivery
	Defective	The product does not function as described in its manufacturer specification
	Incorrect/wrong item	Not the product the customer ordered (e.g. wrong size or wrong color)
	Missing items/parts	Missing items/parts as indicated in the packaging
	Does not fit*	Receives the size that was ordered but it does not fit*
	Website error	The product does not match website specifications, description, or image (this issue is attributable to a website error/misinformation)

 

 

RETURNS AFTER 30 DAYS

Your item may not be returned after 30 calendar days based on the 30-DAY EXCHANGE OR REFUND GUARANTEE

Process for returning an item:

1. Make sure it meets the criteria for a valid return. 
2. Send us a message at hotrovel@163.com indicating the intent to return the item. Please include the following in the email:
   1. Photo of the item
   2. Tags and labels attached

We will send a response to assist you in processing the return of the purchased item. 

 

TIME FRAME FOR THE QUALITY EVALUATION PROCESS

After we receive your package at our warehouse, the quality evaluation process will be completed within 48 to 72 hours but may be extended. Please be informed that for certain products, this process may take more time.

 

TIME FRAME TO RECEIVE YOUR REPLACEMENT/REFUND

Replacement option: once the item has undergone the quality evaluation process, expect to receive the item within 2-4 weeks from the date we receive the tracking information of the returned item.

Please note that during sales and the holiday season (November/December) delivery times can be longer than stated below.

Are there any additional fees  I need to pay?

At Hotrovel, fees reflected on check out are the only fees that would be collected upon placing your order. However, for items that would be sent across borders, your country may charge you with duty or taxes fees. Do check your government’s policy on the items bought from abroad before placing the order.

*Please be guided that Hotrovel will not be held liable to any loss of items from the mailbox after the shipment has been declared delivered.*