Duwenauu™ is owned and operated by Shenzhen Jiatuo Gongying Technology Co., Ltd.

Business Address: Room 1902, Unit 4, Building 2, CITIC Longsheng Plaza, No. 219 Shenshan Road (Longgang Section), Longxin Community, Baolong Subdistrict, Longgang District, Shenzhen, Guangdong, China.

Orders are normally processed within 2–4 business days after payment confirmation. During holidays, promotional periods, or unusually high order volume, processing may require up to 5 business days.

For standard shipping to supported United States destinations, estimated transit time is generally 10–15 business days after dispatch.

Available shipping methods and applicable shipping charges are calculated and displayed during checkout before payment is completed.

Depending on inventory availability, product location, and destination, orders may be fulfilled from our facilities or designated fulfillment partners. The physical shipping origin may therefore differ from our business registration address.

Once your order has been dispatched, available tracking information will normally be provided by email or through the applicable order tracking method.

If tracking has not updated for an extended period, your shipment appears lost, or a delivered package cannot be located after reasonable checks, contact service@duwenauu.com with your order number.

Eligible products may be returned within 30 calendar days after confirmed delivery.

Email service@duwenauu.com with your order number, the item you wish to return, the reason for the return, and photos or videos where relevant. Please do not send items to our business registration address unless our customer support team specifically instructs you to do so.

For preference-based returns, customers are generally responsible for return shipping costs. If an item is damaged, defective, incorrect, incomplete, or materially different from its description because of a product or fulfillment issue, we will provide an appropriate solution without requiring the customer to bear additional costs resulting from that error.

Approved refunds are issued to the original payment method and are generally processed within 5–10 business days after the returned item has been received and inspected.

You may contact us promptly to request cancellation before fulfillment begins. Cancellation cannot be guaranteed once fulfillment has started. No cancellation fee is charged when an order is successfully canceled before fulfillment.

Contact us with your order number and photos or videos where appropriate. After reviewing the issue, we will provide a reasonable replacement, refund, or return solution depending on the circumstances.

Email: service@duwenauu.com