FAQ

Frequently Asked Questions

Welcome to the Torqenva™ FAQ page.

Find answers to common questions about our boutique ceramic cups, plates, bowls, serving pieces, and dining accessories, along with delivery, returns, and customer support.

If your question is not answered below, please contact our customer service team.

1. What is Torqenva™?

Torqenva™ is a boutique ceramic tableware brand focused on considered pieces for everyday dining and shared moments.

Our collection brings together practical forms, refined ceramic textures, and a thoughtful approach to the table, from a morning drink to a meal with guests.

2. Who operates the Torqenva™ website?

Torqenva™ is owned and operated by Xuzhou Wubuxiang Technology Co., Ltd.

Brand Name: Torqenva™
Legal Representative: Fang Zhenlong
Unified Social Credit Code: 91320302MAKAU3L32G
Business Address: Room 392, Office Building, No. 4 Xianghe West Road, Huancheng Subdistrict, Gulou District, Xuzhou City, Jiangsu Province

3. What products does Torqenva™ offer?

Our boutique ceramic tableware collection includes:

Ceramic cups and mugs.
Plates and dining pieces.
Bowls and serving pieces.
Complementary tableware and dining accessories.

Please review each product listing for its materials, dimensions, capacity, included pieces, and care instructions.

4. How long does delivery take?

Estimated delivery time:
3–7 business days after dispatch

This estimate does not include order preparation. Delivery time may vary depending on your destination, carrier operations, transportation conditions, and seasonal demand.

Please review our Shipping Policy for complete information.

5. Will I receive tracking information?

After your order has been dispatched, available shipping and tracking information will be provided so you can follow its progress.

Tracking updates may take additional time to appear in the carrier’s system. If you need help with shipment status, contact us with your order number.

6. How can I contact customer support?

You can contact our team through:

service@torqenva.com +86 13145763380

Customer Service Hours: 8:00 AM–10:00 PM

Our team aims to review and respond to customer inquiries within 3 business days. Some concerns may require further review before resolution.

7. What should I do if my product arrives damaged?

Please contact us if your ceramic item arrives chipped, cracked, broken, incorrect, or otherwise damaged. Include:

Your order number.
A description of the issue.
Photographs of the affected item, where possible.
Photographs of the packaging and shipping label when relevant.

Where possible, retain the packaging while we review your request. Our team will assess the information and advise on appropriate assistance.

Handle damaged ceramics carefully and avoid using pieces with cracks, chips, or sharp broken edges.

8. Can I request a return?

Eligible return requests may be submitted within:
30 days after delivery

For preference-based returns, products should generally remain unused beyond normal inspection, in their original condition, and include original packaging when available.

Please contact our support team before sending any item back. Items that arrived damaged, defective, or incorrect are reviewed through our product-concern process.

9. How do I request a return?

Email service@torqenva.com with:

Your order number.
The product or products you wish to return.
The reason for your request.
Supporting photographs, if relevant.

Our team will review your request and provide applicable return instructions, including the return destination. Please do not use the registered business address as a return destination unless instructed by our team.

For preference-based returns, customers may be responsible for return shipping costs and arrangements. Please review our Return & Refund Policy for full details.

10. How long does return processing take?

Initial review and response:
Within 3 business days

This timeframe applies to reviewing and responding to your request. The complete return process may take longer depending on the information needed, return transportation, and inspection of the item.

11. When will my refund be completed?

Eligible refund processing:
7–10 business days

This timeframe begins after an approved return has been received, reviewed, and approved for a refund.

The time for refunded funds to appear in your account may also depend on your payment provider or financial institution. Contact us with your order number if you need help checking a refund’s status.

12. Can ceramic products have slight differences?

Yes. Ceramic materials, glazing, and firing processes may result in minor variations in color, texture, or finish between individual pieces.

Lighting and screen settings can also affect how product colors appear online. Please review the specific listing for relevant product characteristics.

Chips, cracks, defects, or significant differences from the product description should be reported to our support team.

13. How should I care for ceramic tableware?

Follow the care instructions provided for your specific Torqenva™ item. General handling guidance includes:

Handle pieces carefully and avoid strong impacts.
Avoid sudden changes between hot and cold temperatures.
Use gentle cleaning tools to help protect the surface.
Store pieces securely and avoid rough stacking.
Do not use pieces that are chipped or cracked.

Microwave, dishwasher, oven, and other use suitability varies by product. Use these appliances only where the specific product instructions confirm compatibility.

14. How can I contact Torqenva™ for other questions?

For additional product questions, order assistance, or general inquiries, please contact: