FAQ
Frequently Asked Questions
Welcome to the FLINPEN FAQ page. Here you can find answers to common questions about orders, shipping, tracking, cancellations, returns, refunds, products, and customer support.
If you need additional assistance, please contact us at service@flinpen.com.
ABOUT FLINPEN
What is FLINPEN?
FLINPEN is an online retail brand focused on thoughtfully selected products designed to bring greater convenience, functionality, and comfort to everyday life.
Our product selection may include beauty and personal care products, home and organization solutions, electronic accessories, and other practical lifestyle products.
Who operates FLINPEN?
FLINPEN is officially operated by:
Shenzhen Lanwaitao Technology Co., Ltd.
The company is responsible for the operation of the FLINPEN website, order management, customer service, and after-sales support.
ORDERS
How do I know if my order was successfully placed?
After completing your purchase, you should receive an order confirmation email containing your order information.
Please make sure the email address entered during checkout is correct.
If you do not receive an order confirmation, please check your spam or junk folder first.
You may also contact service@flinpen.com for assistance.
Can I change my order after placing it?
If you need to change your shipping address, product, quantity, or other order information, please contact us as soon as possible.
We will try our best to accommodate your request if the order has not yet been processed or shipped.
Once an order has entered fulfillment or has already been shipped, certain changes may no longer be possible.
Can I cancel my order?
Cancellation requests should be submitted within 48 hours after the order is placed.
Please email:
Include your:
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Order number
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Full name
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Email address used for the order
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Reason for cancellation
We will confirm whether the order is still eligible for cancellation.
If the order has already been shipped, it may need to be handled through our return process instead.
ORDER PROCESSING
How long does it take to process my order?
Most orders are processed within approximately 1–3 business days after payment is successfully completed.
Processing time includes order verification, product preparation, packaging, and handover to the shipping carrier.
Weekends, public holidays, high-order-volume periods, or unforeseen circumstances may result in additional processing time.
Can I change my shipping address?
Please contact us immediately at service@flinpen.com if you entered an incorrect shipping address.
If the order has not yet been shipped, we will try to update the address.
Once the package has been shipped, we cannot guarantee that the shipping address can be changed.
Customers are responsible for providing a complete and accurate delivery address at checkout.
SHIPPING & DELIVERY
How long does shipping take?
Delivery times vary depending on the destination, shipping method, carrier, customs processing, and local delivery conditions.
Typical delivery estimates are:
Order Processing: approximately 1–3 business days
Local or domestic delivery where available: approximately 3–7 business days
International / cross-border delivery: approximately 7–21 business days
These are estimated delivery times and are not guaranteed delivery dates.
Do you provide tracking information?
Yes.
Once your order has been shipped and tracking information becomes available, you may receive a shipping confirmation email containing your tracking number or tracking link.
Tracking information may take approximately 24–72 hours after shipment to begin showing updates in the carrier's system.
Why is my tracking information not updating?
Tracking information may temporarily stop updating while a package is:
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In international transit
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Waiting for customs processing
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Being transferred between carriers
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Moving between sorting facilities
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Waiting for a local carrier scan
A short period without tracking updates does not necessarily mean the package is lost.
If there has been no meaningful tracking update for an extended period, please contact service@flinpen.com and provide your order number.
Why has my order not arrived yet?
Delivery delays can occasionally occur because of circumstances outside our direct control, including:
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Customs inspections
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Carrier delays
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Weather conditions
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Public holidays
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Transportation disruptions
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Incorrect or incomplete addresses
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High seasonal shipping volumes
If your package appears significantly delayed, please contact our customer service team so we can help review the shipment status.
Will I receive multiple packages?
Some orders containing multiple products may occasionally be shipped separately depending on product availability, fulfillment location, or logistics arrangements.
As a result, you may receive more than one package or tracking number for the same order.
RETURNS
What is your return period?
Eligible products may be returned within 30 days after delivery.
To request a return, please contact us at:
before sending any product back.
How do I request a return?
Please email our customer support team and provide:
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Your order number
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Full name
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Product you wish to return
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Reason for the return
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Photos or videos when relevant
Our customer service team will review your request and provide return instructions.
Please do not send a return without contacting us first.
Unauthorized returns may not be properly identified or processed.
What condition must returned products be in?
Unless the product is defective, damaged, or incorrect, returned products should generally be:
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Unused or in appropriate returnable condition
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Complete with included parts and accessories
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Returned with the original packaging where reasonably possible
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Accompanied by proof of purchase or order information
Products showing excessive use, damage caused after delivery, missing components, or other conditions that materially affect their resale or inspection may not qualify for a full refund.
What if my product arrives damaged or defective?
Please contact service@flinpen.com as soon as possible.
Include:
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Your order number
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Description of the issue
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Clear photos or videos showing the problem
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Photo of the product and packaging when applicable
Our team will review the information and determine the appropriate solution based on the circumstances.
This may include replacement, refund, or another suitable resolution.
What if I receive the wrong product?
If you receive a product that does not match your order, please contact us and provide your order number along with clear photos of the product received.
Our customer service team will review the issue and assist you with the appropriate resolution.
RETURN ADDRESS
Where should I send an approved return?
Returns that have been approved by our customer service team may be directed to our registered business and return address:
Shenzhen Lanwaitao Technology Co., Ltd.
Room 2B63, Building B1, Zone B,
Lijincheng Commercial Center,
No. 424 Jinglong Zhonghuan Road,
Longyuan Community, Longhua Subdistrict,
Longhua District, Shenzhen,
Guangdong Province, China
Important: Please contact service@flinpen.com before returning any product.
Our customer service team must first review your return request and provide the appropriate return instructions.
Do not send packages to the return address without authorization.
REFUNDS
When will I receive my refund?
Once an eligible return has been received and reviewed, we will notify you regarding the status of your refund.
Approved refunds are generally issued to the original payment method used for the purchase.
After a refund has been issued, additional processing time may be required by your bank, card issuer, or payment provider before the funds appear in your account.
Can shipping fees be refunded?
Shipping charges and return shipping responsibilities depend on the reason for the return and the circumstances of the order.
If you received a defective, damaged, or incorrect product, please contact us before returning the item so our team can review the situation and provide the appropriate instructions.
For returns based on personal preference or other non-product-quality reasons, applicable return shipping costs may be the customer's responsibility.
PAYMENTS
What payment methods can I use?
Available payment methods are displayed at checkout and may vary depending on your country or region.
Only complete your payment through the official checkout page on the FLINPEN website.
Is my payment information secure?
Payment information is processed through the payment providers available through our online checkout.
FLINPEN does not ask customers to provide complete credit card information by email.
If you receive a suspicious message claiming to represent FLINPEN, please contact service@flinpen.com before providing any information.
PRODUCTS
Where can I find product information?
Product specifications, features, usage information, package contents, available variants, and other relevant details are provided on the individual product page whenever applicable.
Please review the product description carefully before placing your order.
Product appearance may look slightly different from the website. Is this normal?
Minor differences in color or appearance may occur because of:
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Screen and monitor settings
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Lighting conditions
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Photography
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Production batches
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Measurement methods
These minor variations do not necessarily indicate a product defect.
CUSTOMER SUPPORT
How can I contact FLINPEN?
For questions regarding products, orders, shipping, tracking, returns, refunds, cancellations, or after-sales support, please contact:
Email:
service@flinpen.com
What are your customer service hours?
Our customer service hours are:
Monday to Friday
9:00 AM – 6:00 PM (Hong Kong Time)
We aim to respond to customer inquiries within 24–48 business hours.
Response times may occasionally be longer during weekends, public holidays, or periods of unusually high inquiry volume.
BUSINESS INFORMATION
Brand Name:
FLINPEN
Legal Company Name:
Shenzhen Lanwaitao Technology Co., Ltd.
Official operating company of FLINPEN
Business & Return Address:
Room 2B63, Building B1, Zone B,
Lijincheng Commercial Center,
No. 424 Jinglong Zhonghuan Road,
Longyuan Community, Longhua Subdistrict,
Longhua District, Shenzhen,
Guangdong Province, China
Registered business and return address of Shenzhen Lanwaitao Technology Co., Ltd.
Customer Support Email:
service@flinpen.com
For product questions, orders, shipping, tracking, returns, refunds, cancellations, and after-sales support
Customer Service Hours:
Monday to Friday
9:00 AM – 6:00 PM (Hong Kong Time)
Typical Response Time:
24–48 business hours