Questions about an existing order

Please include your order number, the email used at checkout, and a short explanation of your request. Do not send credit-card numbers, verification codes, passwords, or other sensitive payment credentials by email.

Shipping & tracking assistance

If tracking has stopped updating, your delivery appears delayed, or your parcel cannot be located, contact us with your order number and any tracking details available. We will review the matter with the relevant carrier or fulfillment provider and explain the next steps.

Standard U.S. shipping transit is generally estimated at 10–15 business days after dispatch, in addition to standard order processing of 2–4 business days (up to 5 business days during busy periods).

Damaged, incorrect, or missing items

Please notify us within 7 calendar days after delivery if your basket arrives damaged, incorrect, or missing an item or component. Include clear photos of the item, exterior packaging, and shipping label where possible. We will investigate and provide an appropriate replacement, refund, or other solution at no additional cost for verified merchant-side errors.

Returns & refunds

Eligible unused items can be requested for return within 30 calendar days after delivery. Contact service@denvras.com before sending anything back. After reviewing and approving your request, we will provide the appropriate return warehouse address and instructions.

Do not send returns automatically to the company’s registered business address.

Customer-service hours

Our support team is available 8:00 AM – 10:00 PM daily (China Standard Time, UTC+8). We aim to respond to messages within 24 hours. Complex cases involving carriers or payment providers may require additional investigation.