FAQ
Frequently Asked Questions
Welcome to Pexloria's FAQ page.
Here you can find answers to common questions about our cleaning products, orders, payments, shipping, returns, refunds, and customer support.
If you need further assistance, please contact us at [email protected].
1. Products
Q: What products does Pexloria offer?
Pexloria offers practical household cleaning tools and accessories for everyday home care.
Our products are organized into two main collections:
- Bathroom & Floor Cleaning: Mops, cleaning brushes, broom and dustpan sets, toilet brushes, and related cleaning tools.
- Kitchen Cleaning Essentials: Dish brushes, bottle brushes, scrubbers, cleaning cloths, and kitchen cleaning accessories.
Q: How do I choose the right cleaning tool?
We recommend reviewing each product's description, materials, available sizes, included components, and intended uses before purchasing.
Different brushes and cleaning tools are designed for different surfaces and cleaning tasks. If you are unsure about a product's suitability, please contact us before placing an order.
Q: Are all Pexloria cleaning brushes suitable for non-stick cookware?
No. Surface compatibility varies depending on the brush material and construction.
Metal scrubbers and abrasive brushes may scratch or damage non-stick coatings, delicate finishes, and polished surfaces.
Please review the product specifications and the cookware manufacturer's care instructions before use.
Q: Do your cleaning products contain antibacterial ingredients?
Product features and included components vary depending on the specific item.
Unless expressly stated and supported in the relevant product information, customers should not assume that a cleaning tool provides antibacterial, disinfecting, or sterilizing effects.
Cleaning tools should be used and maintained according to their intended purpose and care instructions.
Q: What is included in a cleaning set?
The contents of each cleaning set are described on the relevant product page.
Please review the listed components, quantities, and available variants before completing your purchase.
If you need clarification about the included items, contact our customer support team.
Q: How should I maintain my cleaning brushes and cloths?
Care requirements depend on the product's materials and construction.
Where appropriate, remove debris after use, clean reusable components according to their care instructions, and allow them to dry before storage.
Not every item is suitable for machine washing, high-temperature cleaning, or chemical treatment.
Please refer to the product's specific care instructions before using these cleaning methods.
Q: How can I find product sizes, materials, and available colors?
Available specifications and variants are displayed on individual product pages.
If a detail is not listed or requires clarification, please contact us before placing your order.
2. Orders
Q: How do I place an order?
Browse our products, choose the item and available options you prefer, and add the product to your cart.
Proceed to checkout, enter your shipping and payment information, review your order, and complete the purchase.
Q: Will I receive an order confirmation?
After successfully placing an order, you should receive an order confirmation email containing your purchase information.
Please check the email address you provided during checkout.
If you cannot find the confirmation, contact our customer support team with the relevant order information.
Q: Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible.
We will review whether the request can be completed before the order is processed or dispatched.
Once the order has shipped, changes or cancellations may no longer be possible.
Any applicable statutory cancellation rights remain unaffected.
Q: What if I entered the wrong shipping address?
Please contact us promptly and provide your order number and the correct delivery information.
We will make reasonable efforts to update the address before dispatch. However, changes cannot be guaranteed once the shipping process has begun.
3. Payments
Q: What payment methods does Pexloria accept?
Pexloria accepts the payment methods displayed during checkout.
Available options may vary depending on the customer's location and supported payment services.
Please review the available payment methods before completing your purchase.
Q: How is my payment information handled?
Payments are processed through the payment services available at checkout.
Payment service providers handle payment-related information according to their applicable security and privacy procedures.
For additional information, please review our Privacy Policy.
Q: What should I do if my payment is unsuccessful?
Please check that your payment information is correct and that your payment method can be used for the transaction.
If the issue continues, contact your payment provider or our customer support team.
4. Shipping & Delivery
Q: How long does it take to process an order?
Orders are generally processed within 1–3 business days after payment confirmation.
Our regular processing days are Monday through Friday, excluding applicable public holidays.
Q: How long does shipping take?
Our estimated standard delivery time is 7–15 business days after dispatch.
This estimate does not include the initial order processing period.
Delivery times may vary depending on the destination, shipping carrier, customs processing, and other transportation conditions.
Q: How much does shipping cost?
Our proposed standard shipping rates for eligible orders are:
- Orders below US$39.99: US$12.99 standard shipping.
- Orders of US$39.99 or more: Free standard shipping.
The final applicable shipping charge and available delivery methods will be displayed during checkout.
Please refer to our Shipping Policy for further information.
Q: Can I track my order?
Once an order has been dispatched, tracking information will be provided when available.
Tracking updates may take additional time to appear after the carrier receives the shipment.
If you need help checking your order, please contact us with your order number.
Q: What should I do if my order is delayed?
Delivery delays may occasionally occur due to shipping disruptions, customs processing, weather conditions, or other circumstances.
If your order has not arrived within the estimated delivery period, please contact our customer support team.
We will review the available shipment information and assist with the next appropriate steps.
Q: What if my package is missing or arrives damaged?
Please contact us as soon as reasonably possible and provide your order number, a description of the issue, and photographs where relevant.
We will review the circumstances and work with you toward an appropriate resolution.
5. Returns & Refunds
Q: What is your return policy?
We accept eligible return requests within 30 days of delivery.
For change-of-mind returns, products generally must be unused and in their original condition, with all supplied parts and accessories.
Please review our Return & Refund Policy for the complete conditions.
Q: Can I return a cleaning brush or mop after use?
For hygiene and product condition reasons, cleaning brushes, mop heads, cloths, and similar items that have been used may not qualify for voluntary change-of-mind returns.
This does not limit your statutory rights regarding defective, damaged, or incorrectly supplied products.
Q: How do I request a return?
Contact our customer support team at [email protected].
Please include:
- Your order number.
- The product you wish to return.
- The reason for your request.
- Photographs if the item is damaged, defective, or incorrect.
Our team will review your request and provide return instructions where applicable.
Please do not send items back before receiving return instructions.
Q: Who pays for return shipping?
For eligible change-of-mind returns, customers are generally responsible for return shipping costs.
For confirmed damaged, defective, or incorrectly supplied items, Pexloria will cover reasonable return shipping costs when a return is required.
Applicable consumer rights remain unaffected.
Q: What should I do if my cleaning set has missing parts?
Please contact our customer support team with your order number and information about the missing components.
Photographs of the received items and packaging may help us review the issue.
We will work with you to arrange an appropriate resolution, which may include sending missing components, replacing the product, or providing a refund where applicable.
Q: How long does it take to receive a refund?
Approved refunds are generally processed within 5–10 business days after approval.
Refunds are issued to the original payment method.
The time required for the funds to appear in your account may vary depending on your payment provider or financial institution.
Q: Can I exchange an item?
If you receive a damaged, defective, or incorrect item, please contact us to discuss an appropriate resolution.
Replacements are subject to product availability.
If a replacement is unavailable, we will discuss another suitable option, including a refund where applicable.
6. Customer Support
Q: How can I contact Pexloria?
You can reach our customer support team using the following details:
Email: [email protected]
Phone: +852 6472 8359
Support Hours: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)
Q: What information should I provide when contacting support?
For order-related inquiries, please include your order number and a brief description of your question.
For product inquiries, please include the product name or the relevant product page link.
For damaged or incorrect products, photographs may help us assess the situation.
Q: Where can I find your store policies?
You can review the following information pages on our website:
- About Us
- Contact Us
- Return & Refund Policy
- Privacy Policy
- Terms of Service
- Shipping Policy
- Legal Notice
If you have further questions, please contact our customer support team.
Business Information
Pexloria is owned and operated by HONG KONG ZHUO YUE TONG DA INTERNATIONAL TRADE LIMITED .
We operate an online retail store at https://pexloria.com/, offering practical household cleaning products, including bathroom and floor cleaning tools, kitchen brushes, scrubbers, and cleaning cloths.
- BRAND: Pexloria
- LEGAL COMPANY NAME: HONG KONG ZHUO YUE TONG DA INTERNATIONAL TRADE LIMITED
- OWNER / REPRESENTATIVE: Wang Zhongyan
- CUSTOMER SUPPORT EMAIL: [email protected]
- SUPPORT HOURS: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)
- WEBSITE: https://pexloria.com/
- BUSINESS ADDRESS: ROOM 1009 10/F FRONT BLOCK MING SANG INDUSTRIAL BUILDING 19 HING YIP STREET KWUN TONG KL
- Customer Support Phone: +852 6472 8359