Last Updated: July 24, 2024

About Wollfo

1. What is Wollfo and when was it founded?
Wollfo is a premier online retailer specializing in high-quality, artisan-crafted metal wall art. The company was founded on August 8, 2022, with the mission to bring distinctive, durable, and transformative decorative pieces directly from our workshop to homes across the United States. We operate on a direct-to-consumer model to ensure quality and value.

2. Where is Wollfo based and where do you ship from?
Our integrated Warehouse & Office is located in Room 0512, 5th Floor, Zhenqian Mansion, Gongye Road, Longhua Street, Longhua District, Shenzhen City, Guangdong Province, China 518110. This strategic location in a global logistics hub allows us to maintain strict quality control and efficient operations. All orders are shipped directly from this warehouse facility to your door in the USA.

3. What products do you sell?
We exclusively sell metal wall art. Our collection features a variety of designs, from modern abstract pieces to nature-inspired motifs, all crafted with precision to serve as a focal point in any room.

Ordering & Payment

4. What payment methods do you accept?
We accept all major credit cards and payment platforms for your convenience: PayPal, Visa, Mastercard, Maestro, American Express, JCB, Diners Club, and Discover. All transactions are secured with industry-standard encryption.

5. Is there an order cut-off time for same-day processing?
Yes. To have your order enter our processing queue on the same business day, it must be placed and completed by 5:00 PM Central Standard Time (CST), GMT-06:00 (Chicago Time). Orders placed after this time will be processed on the next business day.

Shipping & Delivery

6. What are your shipping timelines?
We provide clear, phased estimates based on business days (Monday-Friday):

• Handling Time: 1-2 business days for processing and packing.
• Transit Time: 7-12 business days for shipping and customs clearance from China to the USA.
• Total Estimated Delivery: 8-14 business days to most destinations in the United States.

7. Do you offer free shipping?
Yes. We offer free standard shipping on all orders to the United States.

8. Will I have to pay customs or import duties?
Wollfo is not responsible for any customs duties, import taxes, or brokerage fees levied by U.S. Customs and Border Protection. These fees, if applicable, are the responsibility of the recipient as determined by U.S. regulations. We accurately declare the value of all shipments as required by law.

Returns, Refunds & Exchanges

9. What is your return policy?
We stand behind our products with a 30-day return policy from the date of delivery. We accept returns for both defective items and for any reason if you are not fully satisfied (change of mind). Items must be returned in new, unused condition with all original packaging.

10. How do I start a return or exchange?
Pre-approval is required. Please contact our support team via email at support@wollfo.com, by phone, or via live chat to initiate a return request and receive a Return Merchandise Authorization (RMA) and instructions. Do not ship an item back without this approval.

11. Are there any restocking fees?
No. We do not charge any restocking fees for returns that meet our policy conditions.

12. Who pays for return shipping?
For returns due to a change of mind or non-defective issues, the customer is responsible for the cost of return shipping. If the return is due to a defective product, damage during our original shipment, or if we sent the wrong item, Wollfo will cover the return shipping costs.

13. How long does a refund take?
Once we receive and inspect your approved return at our warehouse, we will process your refund within 5 business days. The refund will be issued to your original payment method. Please allow additional time for your bank or payment provider to post the credit to your account.

14. Do you offer exchanges?
Yes. We are happy to facilitate exchanges for a different product. Please indicate the desired exchange item when contacting our support team to initiate the process.

Product & Support

15. What should I do if my item arrives damaged?
Please inspect your package upon delivery. If you discover damage, contact our customer support team immediately (within 48 hours is ideal) at support@wollfo.com with your order number and clear photos/video of the damage and the packaging. We will promptly resolve the issue with a replacement or refund.

16. What are your customer support hours?
Our dedicated support team is available to assist you:
Monday – Friday: 9:00 AM – 5:00 PM Central Standard Time (CST, GMT-06:00, Chicago Time).
You can reach us via email at support@wollfo.com or by phone at +86 755 2718 9888.

17. How can I get in touch with Wollfo?
For any questions not covered in these FAQs, please contact us:

• Email: support@wollfo.com
• Live Chat: Available via the chat application on our website during support hours.