FAQ-Frequently Asked Questions

Frequently Asked Questions (FAQ)

1. General Information

Q1: What is LOCKFIX INC?
LOCKFIX INC is an online store offering COMPOSITES PRODUCTS. We aim to provide high-quality products at fair prices, with reliable delivery and customer support.

Q2: How can I contact customer service?
You can reach us via:

• Contact form: [CONTACT FORM ]

Our support hours are: [Mon–Fri, 9:00–18:00].

2. Orders

Q3: How do I place an order?

1. Browse our products and select the item you want

2. Choose size, color, and quantity (if applicable)

3. Click “Add to Cart” and then proceed to checkout

4. Fill in your shipping details and select a payment method

5. Review and confirm your order

You will receive an order confirmation by email or SMS once your order is placed.

Q4: Can I change or cancel my order after placing it?
We process orders quickly, so changes or cancellations may only be possible within 12 hours after placing the order.
Please contact us immediately at [CONTACT US ONLINE MESSAGE] with your order number. If your order has already been shipped, you may need to follow our returns process instead.

Q5: How can I track my order?
Once your order is shipped, we will send you a tracking number by email/SMS. You can track your shipment via:

• Our tracking page: [IN YOUR ACCOUNT]

• The carrier’s website:

A.      STANDARD SERVICE- www.yw56.com.cn/en/

       TRACK EMAIL: service@yanwenexpress.com

B.      EXPEDITED SERVICE- DHL/FEDEX/UPS/TNT.

3. Shipping and Delivery

Q6: Which areas do you deliver to?
We currently deliver to:

• US: 2-3weeks for standard service , 1 week for expedited service

• International (if applicable): 2-3weeks for standard service, 1 week for expedited service

Q7: How much is the shipping fee?
Shipping fees depend on your location, order value, and delivery method.

• Standard shipping: Free for most countries

• Expedited shipping: for orders over 30US$ (conditions may apply)

Final shipping costs are shown at checkout before you confirm your order.

Q8: How long does delivery take?
Estimated delivery times (after dispatch) are:

• Within US: [3–5 business days]

• International: [7–14 business days]

Delivery times may vary due to carrier delays, holidays, weather, or other factors beyond our control.

Q9: What happens if I am not at home during delivery?
Depending on the carrier, the driver may:

• Attempt redelivery

• Leave a notice for pickup at the post office or carrier office

• Contact you directly by phone

Please follow the instructions on the delivery notice or tracking page.

4. Payment

Q10: What payment methods do you accept?
We accept:

• Credit/debit cards: [BY PAYPAL]

• Bank transfer / PromptPay: [BANK / PROMPTPAY DETAILS IF  APPLICABLE]

Available options are shown at checkout.

Q11: Is my payment information secure?
Yes. Payments are processed through secure, encrypted payment gateways. We do not store your full credit card details on our servers. For more details, please see our Privacy Policy

5. Returns, Refunds, and Exchanges

Q12: What is your return policy?
We accept returns within 30 days from the date you receive your order, subject to our Returns and Refunds Policy
Items must be unused, in original condition, and with tags/packaging intact (unless defective).

Q13: Which items cannot be returned?
Generally, the following cannot be returned (unless faulty or required by law):

• Intimate apparel or underwear

• Swimwear without hygiene seal

• Cosmetics, skincare, and opened personal care products

• Perishable or customized items

• Items marked “Final Sale” or “Non-Returnable”

Please see our full Returns Policy for details.

Q14: How do I request a return or exchange?

1. Contact us within the return period

2. Provide your order number, item details, and reason for return

3. Wait for our confirmation and return instructions

4. Ship the item back using a trackable method (unless we arrange pickup)

We will inspect the item after receiving it and notify you of the approval or rejection of your return.

Q15: Who pays for the return shipping?

• If the item is defective, damaged, or we shipped the wrong product: we cover the return shipping cost or provide a prepaid label.

• For change-of-mind returns: you are responsible for return shipping costs, unless our policy states otherwise.

Q16: When will I receive my refund?
Once your return is approved, we typically process refunds within [3–7 business days].
The time it takes to appear in your account depends on your bank or payment provider.

6. Products and Stock

Q17: Are the product photos accurate?
We try to display products and colors as accurately as possible, but colors may vary slightly due to lighting and different screen settings. Product descriptions and sizing information are provided to help you choose the right item.

Q18: What if an item is out of stock after I order?
If an item becomes unavailable after you place your order, we will:

• Inform you by email or phone

• Offer a refund, alternative product, or store credit, depending on your preference

7. Account and Security

Q19: Do I need an account to order?
You can usually check out as a guest, but creating an account allows you to:

• Track orders more easily

• Save addresses and payment preferences

• View order history and manage returns

Q20: I forgot my password. What should I do?
Click on “Forgot Password” on the login page and follow the instructions. If you still cannot access your account, contact us at [CONTACT US ONLINE MESSAGE].

Q21: How do I update my address or personal details?
Log in to your account, go to “My Account” or “Profile,” and update your information. Please make sure your shipping address is correct before confirming your order.

8. Promotions, Discounts, and Loyalty

Q22: How do I use a discount code or coupon?
Enter your code in the “Promo Code” or “Discount Code” box at checkout and click “Apply.”
Only one code can typically be used per order, and some codes may have conditions or expiry dates.

Q23: Do you offer loyalty points or rewards?
[DESCRIBE IF APPLICABLE,

9. Privacy and Security

Q24: How do you use my personal data?
We use your data to process orders, deliver products, and improve our services. We may also send you promotions if you subscribe to our marketing communications.

Q25: Will my information be shared with third parties?
We may share your information with trusted partners such as payment processors, delivery companies, and IT service providers, only as needed to provide our services and as described in our Privacy Policy. We do not sell your personal data.

10. Other Questions

Q26: Do you offer wholesale or bulk order discounts?
For large or wholesale orders, please contact us with details of your requirements.

Q27: How can I give feedback or make a complaint?
We value your feedback. You can:

• Email us at CONTACT US

• Use the feedback or contact form

We will try to respond and resolve any issues as quickly as possible.

If your question is not answered here, please contact our customer support at CONTACT US ONLINE MESSAGE.