FAQS
Frequently Asked Questions
Welcome to the Duskpawi FAQ.
Below you will find answers to some of the most common questions about ordering, payment, shipping, delivery, order changes, and after-sales support.
If your question is not covered here, please contact us at support@duskello.com. For order-related inquiries, include your Order Number and the email address used at checkout so our team can locate your purchase efficiently.
Ordering & Payment
How can I use a discount code?
Discount codes can be applied during checkout whether you choose PayPal or an eligible credit/debit card.
Follow these steps:
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Select the product you would like to purchase and choose “Add to Cart.”
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Proceed from your cart to the checkout page.
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Enter your promotional code before completing payment.
On mobile devices:
Open “Show order summary” and enter your discount code in the available field.
On desktop:
The discount-code field will normally appear in the order summary section on the right-hand side of checkout.
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Apply the code and confirm that the discount has been reflected in your order total before completing payment.
You may then continue checkout using PayPal or an eligible credit/debit card.
Which payment methods does Duskpawi accept?
We support several commonly used secure payment methods, which may include:
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PayPal
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Visa
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Mastercard
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American Express
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Diners Club
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Most major credit and debit cards
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Apple Pay
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Google Pay
The payment options available to you will be displayed during checkout.
What does shipping cost?
Our standard international shipping charge is generally:
$5.99 USD
The final shipping amount may vary depending on destination, order circumstances, or an active promotional offer.
Any applicable shipping fee will be shown clearly during checkout before you complete your purchase.
Shipping & Delivery
Does Duskpawi ship internationally?
Yes. Duskpawi offers worldwide shipping to supported destinations.
We work with international fulfillment and logistics partners. Depending on product availability and your destination, an order may be dispatched from an appropriate available fulfillment location.
When should I expect my order?
After your order has been processed and dispatched, the estimated shipping period is generally:
10–20 business days
Delivery times are estimates and may vary due to destination, customs procedures, carrier operations, local delivery conditions, or circumstances outside our reasonable control.
Where can I track my package?
Once your parcel has been shipped, we will send a shipment confirmation email containing the applicable tracking number.
You can enter that number at:
to view available shipment updates.
Why hasn't my tracking status changed?
Tracking systems do not always update immediately after a parcel is dispatched.
Please allow approximately 24–48 hours after receiving your shipping confirmation for tracking information to begin appearing.
It is also normal for tracking to remain unchanged for several days while a shipment moves between logistics facilities or carrier hubs.
A temporary lack of updates does not necessarily indicate that the parcel has been lost.
Why did only part of my order arrive?
Orders containing several items may occasionally be divided into multiple packages.
This can happen when products are stored at different fulfillment facilities or when shipping them separately can improve overall delivery efficiency.
If your purchase is shipped in more than one parcel:
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Each shipment may have a separate tracking number
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You may receive multiple dispatch emails
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Packages may be delivered on different dates
Please check all tracking numbers associated with your order before reporting an item as missing.
Order Changes & Cancellations
Can I update my delivery address, name, or phone number?
Order information changes are time-sensitive, so please contact us immediately at:
Use the email subject:
Urgent: Address Change
Please provide:
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Your Order Number, for example 071SHOP-112938
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The email address used for the order
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The complete corrected shipping information
If fulfillment has not yet begun, we will make reasonable efforts to update your information.
Once the parcel has already been dispatched, Duskpawi can no longer modify the shipping details. In that situation, you may need to contact the shipping carrier directly.
Can I change the size, color, quantity, or other item details?
Please contact us as quickly as possible at:
Use the subject:
Urgent: Order Change
Include:
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Your Order Number, for example 071SHOP-112938
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Your Order Email
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A clear description of the requested change
Changes can only be considered before the order reaches an advanced fulfillment stage.
Because orders may enter processing shortly after purchase, the available modification window can be very limited.
Is it possible to cancel an order?
If your order has not yet been dispatched, cancellation may still be possible.
A small handling charge may apply to an approved cancellation.
Once an order has already shipped, it can no longer be canceled.
For the best chance of making a cancellation, contact our team as soon as possible after placing the order.
Problems After Delivery
My product arrived damaged. What should I do?
If your order arrives damaged, please contact:
To help us evaluate the issue, include:
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Your Order Number, for example 071SHOP-112938
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The email address used for the order
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Clear photographs or video showing the damage
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A photo of the shipping label attached to the package
Providing complete evidence allows our support team to review the claim more efficiently.
What should I do if the product appears defective?
If you believe that an item has a manufacturing, functional, or quality-related problem, contact us at:
Please provide:
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Your Order Number and Order Email
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A clear explanation of the problem
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Photos or a short video demonstrating the reported defect
Our team will review the information provided and advise you regarding the appropriate resolution under our applicable refund and replacement policy.
I received the wrong product or an item is missing. What should I do?
Please contact support@duskello.com so that our customer service team can review the shipment.
Include:
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Your Order Number, for example 071SHOP-112938
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The email address associated with the purchase
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A photo or video of any incorrect product received
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A clear list of any merchandise you believe is missing
If your purchase was divided into multiple shipments, please also check whether additional tracking numbers were issued before reporting an item as missing.
Order Emails & Communication
I cannot find my order confirmation email. What should I do?
First check your:
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Spam folder
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Junk folder
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Promotions folder, if applicable
If you still cannot locate the confirmation, email us at:
Provide the email address you believe was used during checkout.
Our support team can review the available order records and, where appropriate, resend your order confirmation.
I haven't received a tracking number yet. Is that normal?
Tracking details are usually provided approximately 1–2 business days after your order has been processed.
If more time has passed, first check your spam or junk folder.
If no shipment confirmation can be found, contact support@duskello.com with your Order Number and Order Email so our team can check the current status.
Contact Duskpawi
If you need additional assistance concerning an order, payment, shipment, delivery, or product issue, you may contact our customer service team using the details below.
Email:
support@duskello.com
Phone:
+1 (725) 330-4587
Company:
NovoVita (Hong Kong) Limited
Business Address:
6/F, LUK KWOK CENTRE
72 GLOUCESTER ROAD
WAN CHAI
HONG KONG
For order-related requests, please include your Order Number and the email address used during checkout whenever possible.