𝑺𝒆𝒍𝒕𝒌𝒉𝒊𝒊𝒆™ journal

FAQ

Frequently Asked Questions

Welcome to the 𝑺𝒆𝒍𝒕𝒌𝒉𝒊𝒊𝒆™ FAQ Center.

Here you will find answers to common questions about our drinkware, orders, payments, shipping, cleaning and care, returns, and refunds. We hope this helps you find the information you need more quickly before and after your purchase.

If your question is not answered here, please contact us:

Customer Support Email:
service@seltkhiie.com

Phone:
+86 157 9492 8632

Customer Service Hours:
Monday to Friday, 9:00 AM – 6:00 PM, Beijing Time (UTC+8)

About 𝑺𝒆𝒍𝒕𝒌𝒉𝒊𝒊𝒆™

What does 𝑺𝒆𝒍𝒕𝒌𝒉𝒊𝒊𝒆™ sell?

𝑺𝒆𝒍𝒕𝒌𝒉𝒊𝒊𝒆™ offers modern drinkware for everyday use, including travel tumblers, insulated cups, water cups, coffee cups, and other drinkware designed for home, office, and commuting.

Available products may change over time, so please refer to the products currently displayed on our website.

Who operates 𝑺𝒆𝒍𝒕𝒌𝒉𝒊𝒊𝒆™?

Hangzhou Qufeng Network Technology Co., Ltd., doing business as 𝑺𝒆𝒍𝒕𝒌𝒉𝒊𝒊𝒆™, operates this website.

Owner:
Zhang Yong

Official Website:
www.seltkhiie.com

For complete company and contact information, please review our About Us and Contact Us pages.

Product Questions

How can I check the capacity of a cup?

The capacity of each product is listed on the relevant product page.

Depending on the product, capacity may be shown in milliliters (ml), fluid ounces (fl oz), or another unit. Please review the product specifications carefully before purchasing.

Which types of cups are suitable for different situations?

Different drinkware styles may be designed for different uses.

For example, some travel tumblers may be more suitable for commuting, office use, or car cup holders, while larger-capacity cups may be better suited to extended periods of working, studying, or drinking water at home.

Please refer to the individual product page for specific use recommendations.

Do your products keep drinks hot or cold?

Some drinkware may feature insulated structures, but not all products provide the same level of heat or cold retention.

Where applicable, we aim to provide relevant information on the product page.

Actual heat or cold retention may vary depending on the starting temperature of the beverage, surrounding temperature, how often the lid is opened, fill level, and the way the product is used.

Are the lids completely leakproof?

Different products use different lid and opening structures.

Some lids are designed mainly to help reduce everyday splashes and may not be suitable for being turned upside down, stored horizontally, or placed for long periods in a bag containing electronic devices.

If a product has a specific leak-resistant or sealing feature, please refer to the product page for details.

Before carrying any drinkware containing liquid, make sure the lid is correctly closed and keep the cup upright whenever possible.

Can the cups be used for hot drinks?

Whether a product is suitable for hot beverages depends on its specific materials and construction.

Please review the relevant product page and any instructions provided with the product before use.

If the product is not clearly marked as suitable for high-temperature beverages, do not assume it can safely hold boiling water or extremely hot drinks.

Can I use the drinkware for carbonated beverages?

Some sealed drinkware may not be suitable for storing carbonated beverages for extended periods.

Carbonated drinks can build pressure inside a closed container, which may affect opening and use.

Unless the product page specifically states otherwise, we recommend avoiding long-term storage of carbonated beverages in fully sealed drinkware.

Cleaning & Care

How should I clean the drinkware?

Cleaning requirements may vary between products.

In general, we recommend cleaning the cup body and lid before first use and promptly after each use, rather than allowing beverage residue to remain for long periods.

Please follow the care instructions on the product page or any instructions provided with the product.

Is the drinkware dishwasher safe?

Dishwasher suitability depends on the material, surface finish, and lid construction of the product.

If the product page does not clearly state that the item is dishwasher safe, we recommend gentle hand washing to help reduce unnecessary wear to the surface and components.

Can I use steel wool or abrasive cleaning tools?

We generally do not recommend using steel wool, metal brushes, or highly abrasive cleaning tools on drinkware.

These may scratch coatings, decorative finishes, or interior surfaces.

A soft sponge, soft brush, or another gentle cleaning tool suitable for drinkware is recommended.

Why should the lid be taken apart for cleaning?

Some lids may include sliders, seals, gaskets, or other removable components.

Beverage residue can collect in these areas, so where the product design allows it, periodically removing and cleaning these parts can help maintain everyday hygiene.

Make sure all parts are fully dry and correctly reassembled after cleaning.

What should I do if the cup develops an odor?

Coffee, tea, milk, and other strongly flavored beverages may leave odors if stored in the cup for extended periods.

We recommend cleaning the product promptly after use and allowing both the cup and lid to dry thoroughly in a well-ventilated area.

Do not use highly corrosive cleaning products that may damage the materials or finish.

Ordering Questions

How do I place an order?

Choose the product you would like to purchase, add it to your cart, and proceed through the checkout process.

Before submitting your order, please confirm that the selected items, quantities, shipping address, and contact information are correct.

Will I receive an order confirmation?

After a successful order is submitted, the system will generally send an order confirmation to the email address provided at checkout.

If you do not see the confirmation email, please check your spam or promotional folders and make sure the email address entered during checkout was correct.

Can I change my order after placing it?

If you would like to change your order, please contact us as soon as possible at service@seltkhiie.com.

Orders may enter processing shortly after confirmation, so we cannot guarantee that every change request can be completed.

Once an order has been processed or transferred to a shipping carrier, changes may be more difficult or no longer possible.

Can I cancel my order?

If you need to cancel an order, please contact us as soon as possible.

We will check the current processing status of the order to determine whether cancellation is still possible.

Orders that have already entered packing, shipping, or carrier processing may no longer be eligible for cancellation.

Payment Questions

What payment methods are accepted?

Available payment methods will be shown during checkout.

Payment options may vary depending on region, device, or payment service provider, so please refer to the methods displayed at checkout.

Why did my payment fail?

A payment may fail for several reasons, including:

Incorrect payment information;
The transaction being declined by your bank;
Card or payment method restrictions;
Insufficient balance or credit limit;
Temporary payment service issues;
Incomplete security or identity verification.

If your payment fails, please review the information entered or contact your bank or payment provider for more details.

Can I send my card details by email to complete payment?

No.

Please do not send full card numbers, card security codes (CVV), passwords, or other sensitive payment information by email.

All online payments should be completed through the official checkout process provided on our website.

Shipping Questions

When will my order begin processing?

Orders enter processing after they are submitted and confirmed.

Please refer to our Shipping Policy for current order processing information.

Processing times may be affected by weekends, public holidays, higher order volumes, or other special circumstances.

How can I check my tracking information?

If tracking is available for your order, tracking details will generally be provided after the order has shipped, either by email or through the relevant order information page.

Tracking may not update immediately until the carrier completes the first scan in its system.

Why has my tracking information not updated?

Tracking information may temporarily remain unchanged while a package moves between shipping locations.

Weekends, public holidays, weather, peak shipping periods, customs processing, and local delivery conditions can all affect scanning and update times.

My package shows as delivered, but I cannot find it. What should I do?

We recommend first:

Checking your doorstep, mailbox, front desk, or other common delivery locations;
Asking household members, neighbors, or building staff whether they accepted the package;
Reviewing any delivery notes on the carrier’s tracking page;
Contacting the shipping carrier or our customer support team if the package still cannot be located.

When contacting us, please include your order number and relevant tracking information.

Can I change my shipping address?

If the order has not yet entered processing or shipping, we will do our best to assist with an address change request.

Once the order has shipped, we may not be able to change the delivery address in the carrier’s system.

For this reason, please review your shipping address carefully before placing your order.

Delivery & Product Issues

What should I do if I receive the wrong item?

If the item received does not match your order, please contact us at service@seltkhiie.com.

Please include:

Order number;
Name of the item received;
A brief description of the issue;
Clear photos of the product and packaging.

We will review the information based on the circumstances of the order.

What should I do if a product is damaged during shipping?

If a product arrives with visible shipping damage, please contact us as soon as possible and keep the product, packaging, and shipping label where possible.

We recommend providing:

Order number;
Photos of the damaged product;
Photos of the outer packaging;
Photos of the shipping label;
A brief description of the issue.

This information can help us review the situation more efficiently.

Returns & Refunds

Can I return a product?

Eligible products may be returned according to the current Return & Refund Policy published on our website.

Please review that policy for applicable eligibility requirements, time limits, product condition requirements, and other terms.

Can I send a return directly to the business address?

We do not recommend doing so.

The business address listed on the website is primarily provided to identify the company operating the website and may not be the designated return address for every order.

If you need to return a product, please contact customer support first and follow the process described in our Return & Refund Policy.

Packages returned without confirmation may not be properly identified or linked to your order.

How long does a refund take?

Refund timing may include the time needed for us to review the return or refund request, as well as additional processing time required by banks, card networks, or payment service providers.

Please refer to our Return & Refund Policy for more information about refund procedures and applicable conditions.

Product Use & Safety

What should I keep in mind when using drinkware?

Please use each product according to its specific design and instructions.

As general guidance:

Do not exceed the temperature range suitable for the product;
Take care when opening a cup containing a hot beverage;
Make sure the lid is properly fitted and closed before carrying;
Do not allow children to use cups containing hot beverages without supervision;
Regularly inspect the lid, seals, and cup body for visible damage;
Stop using the product if it becomes cracked, severely deformed, or otherwise damaged in a way that affects safe use.

Can the cup be placed in a microwave?

Microwave suitability depends on the materials and construction of the product.

Drinkware containing metal, stainless steel, or other microwave-incompatible components must not be placed in a microwave.

Unless the product page specifically states that the item is microwave safe, do not microwave it.

Can the cup be placed in a refrigerator or freezer?

This depends on the specific materials and construction of the product.

Extreme temperature changes may affect certain materials, seals, or surface finishes.

Please follow the use and care instructions for each product.

Accounts & Website

Do I need to create an account to make a purchase?

Whether an account is required depends on the checkout options currently available on the website.

If guest checkout is available, you can complete your purchase by following the instructions shown during checkout.

How is my personal information used?

We handle personal information according to our Privacy Policy.

That page explains how personal information may be processed in connection with order fulfillment, customer support, website operation, and related services.

Still Need Help?

If you cannot find the answer you need on this page, please contact us: