Customer Service

Welcome to Shenzhen iWheel's Customer Service center. We’re here to ensure your experience with us is smooth, reliable, and satisfying from start to finish. Whether you're browsing for a product, have already made a purchase, or are simply seeking more information about our policies, our dedicated customer support team is always ready to help.

📞 How to Reach Us

We offer multiple channels for customer support so you can reach us in the most convenient way for you:

• Phone / Whatsapp Support:
  You can contact us directly at:
  +852 5787 5366

• Email Support:
  For any inquiries, product questions, order issues, or after-sales support, email us at:
  📧 sales@shenzheniwheels.com
  We aim to respond within 24 business hours.

• Live Chat:
  Need immediate help? Use our Chat Now feature located at the bottom of our website. Our agents are available during business hours to assist you in real time.

🕒 Customer Service Hours

We are available to support you during the following times:

• Monday – Friday: 08:00 – 17:30

• Saturday: 08:30 – 12:30

• Sunday & Public Holidays: Closed

If you contact us outside these hours, we will get back to you as soon as possible on the next working day.

📍 Our Offices

We operate from both mainland China and Hong Kong to better serve our customers globally:

• Shenzhen Office:
  Room 325, Grade A Office Building, Shengji Times, Yajiyuan, 8208 Baoan Avenue,
  Wan Feng Community, Xinqiao Street, Shenzhen, Guangdong, China.

• Hong Kong Office:
  Unit B, 10/F, Lee May Building, 788-790 Nathan Road, Mong Kok, Kowloon, Hong Kong.

🚚 Order & Shipping Support

We understand how important timely and safe delivery is to our customers. Here’s what you need to know:

• Shipping Methods:
  We offer both Standard Shipping and Free Shipping options depending on the product and destination.

• Processing Time:
  Orders are typically processed within 1–2 business days after payment confirmation.

• Tracking:
  Once your order ships, you will receive a tracking number by email to monitor your delivery in real time.

Visit our Shipping Policy page for full details.

🔁 Returns & Refunds

If you’re not satisfied with your purchase or received a defective item, don’t worry — we’ve got you covered:

• Products may be returned within a specified period (see Order and Returns page for details)

• Items must be unused, in original condition, and in original packaging

• Refunds are processed after we receive and inspect the returned item

Contact our support team for return instructions before sending any item back.

💳 Secure Payment Options

To ensure a safe and flexible checkout experience, we support the following secure payment methods:

• PayPal

• Visa/Mastercard

• Crypto / Bitcoin

• Bank Transfer

Your payment information is always protected through encrypted channels and secure third-party platforms.

🔐 Privacy & Data Protection

Your privacy is very important to us. We follow strict data protection guidelines and never share your personal information without your consent.
For more information, please review our Privacy and Cookies Policy.

💬 We're Here for You

At Shenzhen iWheel, your satisfaction is our top priority. Our goal is to make every step of your journey — from browsing to delivery and beyond — as easy and enjoyable as possible. Whether you’re a first-time visitor or a returning customer, our support team is here to provide personalized assistance every step of the way.

Need help? Don’t hesitate to reach out. We’re always happy to assist you.