FAQs

Last Updated: October 23, 2026

Welcome to Hovrek!

Hovrek is an online kitchen and home essentials store operated by Hangzhou Zhaipeihui Trading Co., Ltd.

Below you'll find answers to common questions about orders, payments, shipping, returns, refunds, and our kitchen essentials.

For additional assistance, please contact support@hovrek.com. For questions about an existing order, please include your order number and the email address used at checkout.

Orders & Payment

Do I need an account to place an order?

No. You can shop at Hovrek and complete your purchase as a guest.

Creating an account is optional and may make it easier to access your order history and manage your information.

Which payment methods do you accept?

We accept the payment methods displayed at checkout.

Available options may include major credit or debit cards and other supported payment services, depending on your location, currency, device, and payment provider.

Please review the available payment methods before completing your purchase.

Is my payment information secure?

Our store is powered by Shopify, and payments are processed through the payment provider supporting your selected payment method.

Payment card information is handled through the applicable payment services.

For your protection, please enter payment information only through the secure checkout process. Do not send full card numbers, security codes, payment passwords, or one-time verification codes to us by email.

What currency are prices displayed in?

Prices are displayed in the currency applicable to your selected market or checkout.

Please confirm the currency and final order total before completing payment.

If your payment account uses a different currency, your bank or payment provider may apply exchange rates or additional international transaction fees.

How do I use a discount code?

Enter your valid discount code in the designated field during checkout.

Promotional offers are subject to their specific terms, including eligibility, expiration dates, and restrictions on combining discounts.

If your discount code isn't working, please check the promotion details or contact support@hovrek.com before completing your purchase.

Shipping & Delivery

Where does Hovrek ship?

Hovrek offers international delivery to destinations supported by our shipping partners.

Shipping availability depends on your delivery address, the products ordered, and available carrier services.

Please enter your complete shipping address at checkout to confirm delivery availability and applicable charges.

If no shipping option is available for your location, please contact our support team before placing an order.

How much does shipping cost?

We offer free standard shipping on eligible orders over US$50 to destinations supported by our delivery service.

For orders that do not qualify for free shipping, applicable shipping charges will be displayed at checkout before payment.

Shipping charges do not necessarily include import duties, taxes, or customs-related fees.

For additional information, please review our Shipping & Delivery Policy.

How long does order processing take?

Orders are generally prepared for dispatch within approximately 72 hours after an order is placed and payment is received.

Processing may take longer during weekends, holidays, promotional periods, or times of increased order volume.

Please note that order processing time is separate from shipping transit time.

How long will delivery take?

Estimated standard shipping transit times for available, in-stock products are generally as follows:

Destination	Estimated Transit Time After Dispatch
United States & Canada	2–4 weeks
Australia & New Zealand	2–4 weeks
United Kingdom & supported European destinations	2–4 weeks
Other supported destinations	2–5 weeks

These estimates begin after dispatch and do not include order processing time.

Actual delivery times may vary due to customs clearance, carrier operations, local delivery services, weather, holidays, or other circumstances.

These timeframes are estimates, not guaranteed delivery dates.

If your order has not arrived within the estimated timeframe, please contact support@hovrek.com with your order number.

What is the difference between standard and priority insured shipping?

Standard insured shipping provides the regular shipping service available for eligible orders, including the shipment protection described in our Shipping & Delivery Policy.

Priority insured shipping, when available at checkout, gives your order priority within our fulfillment process and includes the applicable insured-shipping protection.

Priority processing does not necessarily guarantee faster transportation or an earlier delivery date. Transit times may be similar to standard shipping.

Please review the available shipping options and charges at checkout before selecting your preferred service.

How can I track my order?

Once your order has shipped and tracking information becomes available, we will send the tracking details to the email address used at checkout.

You can track your shipment using the carrier's tracking service or 17TRACK — Shipment Tracking.

Simply enter your tracking number to view the available delivery updates.

Why hasn't my tracking information updated?

Tracking information may take a few days to approximately one week to appear or update after dispatch.

International shipments may also experience periods without new tracking scans while moving between logistics facilities, customs checkpoints, or local delivery networks.

If your tracking information remains unavailable or has not updated for an unusually long period, please contact support@hovrek.com with your order number and tracking number, if available.

Why did I receive my items in separate packages?

Some orders may be shipped from different fulfillment locations.

As a result, items from the same order may be delivered separately, have different tracking numbers, or arrive on different dates.

Receiving one package does not necessarily mean the remaining items are missing.

If all shipments have arrived and an item is still missing, please contact our support team.

Will I need to pay customs duties or import taxes?

Depending on your delivery destination, import duties, taxes, or customs-related charges may apply.

Any taxes or duties collected by us will be displayed at checkout. Additional charges not collected at checkout may be assessed by the relevant authorities or service providers.

Please review the shipping information available for your destination before placing an order.

Order Changes & Cancellations

Can I change my shipping address after placing an order?

Please contact us as soon as possible, preferably within 24 hours of placing your order.

Email: support@hovrek.com

Suggested Subject: Urgent: Address Change

Please include your order number, the email address used at checkout, and your complete corrected shipping address.

We will review your request based on the current order status and make reasonable efforts to assist.

Contacting us within 24 hours does not guarantee that a change can be made. Address changes may no longer be possible once fulfillment or shipment has begun.

Can I change the products or quantities in my order?

If you need to change a product, selected option, or quantity, please contact us as soon as possible, preferably within 24 hours of placing your order.

Email: support@hovrek.com

Suggested Subject: Urgent: Order Change

Please include your order number, the email address used at checkout, and the details of your requested change.

Changes are subject to the current order status and product availability.

A requested change is not confirmed until our support team notifies you of the outcome.

Can I cancel my order?

If you wish to cancel an order, please email support@hovrek.com as soon as possible.

Include your order number and the email address used at checkout.

We will make reasonable efforts to assist before your order enters fulfillment.

Cancellation may no longer be possible once processing or shipment has begun. This does not limit any cancellation, return, or refund rights available under applicable law.

If your order has already shipped, please refer to our Return & Refund Policy for available return options.

Returns & Refunds

What is your return policy?

Under our standard returns policy, you may request a return within 30 days of receiving your order. This is the deadline for submitting your request. Eligible returns requested within this period are free of return shipping charges, with no restocking fee.

For change-of-mind returns under our voluntary policy:

• Products must be unused, clean, undamaged, and in their original condition.

• Products must not have been used for food preparation, cooking, cleaning, or other everyday household activities.

• Products must not have been washed, altered, repaired, or damaged after delivery.

• Products must be free from food residue, grease, stains, odors, scratches, and other signs of use.

• All original components, accessories, and detachable parts must be included.

• Include the original packaging and labels where available. If packaging is missing or damaged, contact us before returning the item so we can explain how this affects eligibility under our voluntary policy.

These conditions do not restrict rights relating to defective, damaged, incorrect, or misdescribed goods. Please contact us about these issues even if the product has been used or cleaned, or its original packaging is no longer available.

To start a return, email support@hovrek.com with your order number, the email address used at checkout, the product, and a brief explanation of your request. Our team will provide the applicable return instructions for the United States return address below, including a return label where appropriate.

The standard 30-day period does not limit any longer claim period, mandatory cancellation right, or other remedy available under applicable law. For full details, see our Return & Refund Policy.

Are returns free?

Yes. Eligible returns requested within 30 days of receiving your order under our standard returns policy are free of return shipping charges, with no restocking fee.

Please contact support@hovrek.com before sending products back. Our team will explain how return shipping will be arranged free of return charges, including a return label where appropriate.

Original shipping charges paid when placing your order are non-refundable except where applicable law requires otherwise.

Where should I send my return?

For approved returns, please use the following United States return address and follow the instructions provided by our customer support team:

Recipient: Marie Crevecoeur
Street Address: 927 Edwards Boulevard
City: Valley Stream
State: New York (NY)
ZIP Code: 11580
Country: United States

Please contact support@hovrek.com for return instructions before sending any products back. This helps us identify your return and arrange free return shipping for eligible returns under our standard 30-day returns policy.

Our registered office address in China is provided for company identification. Please send approved returns to the United States return address above, following our support team's instructions.

For full details, see Section 7 of our Return & Refund Policy. These instructions do not restrict any cancellation or return rights available under applicable law.

How do I request a refund?

Email support@hovrek.com with:

• Your order number.

• The email address used at checkout.

• The product you wish to return or details of the affected item.

• A brief explanation of your request or issue.

Our support team will review your inquiry and explain the applicable next steps, including return instructions where a return is required.

For returns, please contact us before shipping products to the address above so we can confirm the shipping arrangements. Refund eligibility and processing are governed by our Return & Refund Policy and applicable consumer rights.

When will I receive my refund?

Our refund process has three separate stages:

1. Return review: We aim to inspect returned products and notify you of the outcome within 3 business days after receiving your return. If more information is needed, we will contact you. If a refund is declined or adjusted, we will explain the reason.

2. Refund initiation: Once approved, we will initiate the refund to your original payment method within 2 business days and notify you. This means we have submitted the refund to the payment provider.

3. Bank or payment-provider crediting: Your bank, card issuer, or payment provider may need additional time to credit your account. This is separate from our review and refund initiation time.

These timeframes do not guarantee that funds will appear in your account within five business days. We process refunds without undue delay and within applicable legal deadlines. Where the law requires an earlier refund, including before receipt or review of returned products, we will follow that requirement.

If you have our refund confirmation but cannot see the credit, contact your payment provider. You may also email support@hovrek.com with your order number so we can help check the status.

For full details, see Section 3 of our Return & Refund Policy.

Do promotional purchases have different return conditions?

Different conditions under our voluntary returns policy may apply only where clearly disclosed before purchase and permitted by applicable law. If no different conditions were disclosed, our standard returns policy applies.

Promotional conditions do not remove or reduce statutory rights relating to defective, damaged, incorrect, or misdescribed goods, or cancellation and refund rights that cannot lawfully be excluded.

Please review the relevant promotion details before purchasing or contact us if you need clarification.

Can I return an item if I have opened the packaging?

Opening the packaging does not automatically determine return eligibility. Eligibility depends on the reason for your return, the product's condition, and the applicable return requirements.

For voluntary change-of-mind returns, products must remain unused, clean, undamaged, and complete with their original components. Include original packaging and labels where available. If packaging is missing or damaged, contact us so we can explain how this affects eligibility under our voluntary policy.

Please contact support@hovrek.com if you are unsure whether your product qualifies. Opening packaging does not remove rights available under applicable law for defective, damaged, incorrect, or misdescribed goods.

Damaged, Defective & Incorrect Items

What should I do if my order arrives damaged?

If your order arrives damaged, please contact us as soon as possible, preferably within 14 days of delivery, so we can investigate promptly.

This suggested notification period does not remove any statutory rights or longer claim period available under applicable law.

Email: support@hovrek.com

Suggested Subject: DAMAGED

Please include:

• Your order number.

• The email address used at checkout.

• A brief description of the damage.

• Clear photographs or a short video of the affected product, if available.

• Photographs of the packaging and shipping label, if available.

If you cannot provide photographs or a video, please still contact us.

Our team will review the issue and assist with an appropriate resolution in accordance with our Return & Refund Policy and applicable consumer rights.

What if my product is defective?

If you believe a product has a manufacturing defect or quality issue, please contact support@hovrek.com as soon as you notice the problem.

Include your order number, the email address used at checkout, and a description of the issue.

Supporting photographs or a short video may help us understand the problem.

We will review your request and explain the available next steps in accordance with our Return & Refund Policy and applicable consumer rights.

What if I received the wrong item?

If you received a product that does not match your order, please contact support@hovrek.com as soon as possible.

Include your order number, the email address used at checkout, and a description of the item received.

If available, please provide photographs of the product, labels, or packaging.

Our team will review the issue and assist with an appropriate resolution.

What if an item is missing from my package?

First, check whether your order was shipped in multiple packages.

Some products may arrive separately with different tracking numbers.

If all shipments have arrived and an item is still missing, please contact us.

Email: support@hovrek.com

Suggested Subject: MISSING ITEM

Include your order number, the email address used at checkout, and the name of the missing product so we can investigate.

What happens if my insured shipment is lost or damaged?

If an insured shipment is lost during delivery or arrives damaged, we will review the circumstances and supporting information.

In accordance with our Shipping & Delivery Policy, eligible insured shipments may qualify for a replacement at no additional cost after the necessary information has been reviewed.

Please contact support@hovrek.com with your order number and a description of the issue.

Tracking details or photographs may help us investigate, where available.

This shipping protection does not limit any refund or other remedy available under applicable law.

Product Information

What types of products does Hovrek offer?

Hovrek offers thoughtfully selected kitchen and home essentials designed to bring practicality, simplicity, and understated style to everyday routines.

Explore our four collections:

The Prep Collection

Everyday tools for peeling, cutting, trimming, and preparing ingredients.

The Cook Collection

Practical cooking utensils for stirring, whisking, lifting, and serving.

The Organize Collection

Kitchen storage and organization essentials designed to keep everyday items neatly arranged.

The Clean Collection

Cleaning tools for dishes, reusable bottles, countertops, and everyday kitchen care.

Each collection brings together useful products suited to different kitchen tasks and preferences.

How do I choose the right kitchen tool?

Start by considering the task you want the product to perform, its dimensions, materials, and the space available in your kitchen.

Review the product images, description, specifications, and available options before placing your order.

For storage and organization products, we recommend checking the measurements of your drawers, cabinets, or countertops before purchasing.

If you need help understanding a particular product, please contact support@hovrek.com with the product name or page link.

Why might a product look slightly different in person?

We make reasonable efforts to display our products accurately.

However, colors and finishes may appear slightly different because of lighting, photography, screen settings, or manufacturing variations.

Natural materials, where used, may also show variations in grain, tone, or texture.

These differences do not affect your statutory rights if a product is materially different from its description.

If you have a question about a specific finish or color, please contact our support team before ordering.

Where can I find product dimensions, materials, and care instructions?

Product dimensions, materials, features, and available care information are provided on individual product pages and, where applicable, on product labels or packaging.

Specifications and care requirements may vary between products.

Please review the information for the specific item you are considering.

If you need additional details before ordering, contact support@hovrek.com with the product name or page link.

Are all Hovrek kitchen tools dishwasher-safe?

Not necessarily.

Cleaning requirements depend on the product's materials and construction.

Some products may require hand washing or special care.

Please check the individual product description, label, or care instructions before placing an item in the dishwasher.

If dishwasher compatibility is not clearly stated, please contact our support team before using a dishwasher.

Are your cooking utensils suitable for all cookware?

Compatibility depends on the materials, design, and intended use of each product.

Not every kitchen utensil is suitable for every cooking surface, temperature, or type of cookware.

Please check the individual product description for relevant material information and usage recommendations.

For questions about a particular utensil or cookware surface, please contact our support team before purchasing.

How should I care for my kitchen tools?

Always follow the care instructions provided with the specific product.

General care may include cleaning after use, drying thoroughly before storage, and avoiding cleaning methods or temperatures that are unsuitable for the product's materials.

Products containing wood, silicone, metal, or other materials may have different maintenance requirements.

If you are unsure about the appropriate cleaning or storage method, please contact us with the product name or page link.

Order Confirmations & Emails

Why haven't I received my order confirmation?

Order confirmation emails are normally sent to the email address provided during checkout.

If you cannot find your confirmation, please check your spam, junk, or promotions folder.

Also confirm that you entered the correct email address when placing your order.

If you still need assistance, email support@hovrek.com with your full name, the email address used for your purchase, and your order number, if available.

Why haven't I received a tracking number yet?

Tracking details may not be available immediately after an order is placed.

Your order must first be prepared and transferred to the shipping carrier before tracking information becomes available.

If your order has exceeded the expected processing period and you have not received a shipping update, please contact our support team with your order number.

Still Need Help?

If you have a question about an order, a kitchen essential, shipping, returns, or refunds, our customer support team is here to help.

Store Name: Hovrek

Company Name: Hangzhou Zhaipeihui Trading Co., Ltd.

Operator: Hangzhou Zhaipeihui Trading Co., Ltd. operates the Hovrek online store.

Customer Support: support@hovrek.com

Contact Phone: +1 612-212-2569

Registered Office Address: Room 1105, Building 1, Yintian Jincheng, Cangqian Subdistrict, Yuhang District, Hangzhou City, Zhejiang Province, China

Website: https://hovrek.com/

Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time (ET).

You can email us at any time, 24 hours a day, 7 days a week.

Our team aims to review and respond to most inquiries within 1 business day. Responses may take longer during holidays, promotional periods, or times of unusually high demand.

For order-related inquiries, please include your order number and the email address used at checkout.

Our registered office address identifies our business. For approved returns, use the United States return address in the “Where should I send my return?” answer above and follow our customer support team’s instructions.

Nothing in this FAQ limits any consumer rights or remedies that cannot lawfully be excluded or restricted.

Thank you for choosing Hovrek.

Everyday, Beautifully Made.