FAQ

Welcome to the Pumpwaver FAQ.

Here you can find answers to common questions about our products, orders, payments, shipping, returns, refunds, and customer service.

1. What is Pumpwaver?

Pumpwaver is an online home and lifestyle retailer offering thoughtfully selected products for everyday living.

Our collection focuses on lighting, bathroom and personal care products, tableware and ceramics, furniture, and home accessories.

2. What types of products does Pumpwaver offer?

Our product selection may include:

• Pendant lights
• Ceiling lights
• Chandeliers
• Bathroom accessories
• Personal care products
• Tableware
• Ceramic products
• Furniture
• Other home and lifestyle products

Product availability may change as we continue to update our collection.

3. How do I place an order?

Browse the products available on pumpwaver.com, select the product and available options you want, add the item to your cart, and proceed to checkout.

Please review your shipping address, contact information, and payment details carefully before submitting your order.

4. How long does order processing take?

Orders are generally processed within 1–3 business days after payment has been successfully received.

Business days do not include weekends or public holidays.

5. How long does delivery take?

After shipment, estimated delivery generally takes approximately 5–10 business days.

Delivery times may vary depending on the destination, carrier operations, customs procedures, weather, public holidays, and other circumstances outside our reasonable control.

6. How much does shipping cost?

Applicable shipping charges, if any, will be displayed during checkout before payment is completed.

Shipping costs may vary depending on the destination, order value, product type, package size, and available shipping method.

7. Can I track my order?

Where tracking is available, tracking information will be provided after your order has shipped.

Please allow some time for the carrier's tracking system to update after shipment.

8. Can I change my shipping address after placing an order?

If you notice an error in your shipping address, please contact us as soon as possible.

We will try to assist where possible, but we cannot guarantee that an address can be changed once the order has entered processing or shipment.

9. Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible.

We cannot guarantee that an order can be modified or canceled once processing or shipping has started.

10. What payment methods do you accept?

Available payment methods will be displayed during checkout.

Payment options may vary depending on your location, currency, device, and the payment services available through our online store.

11. What should I do if my payment is declined?

A payment may be declined because of:

• Incorrect payment information
• Insufficient funds
• Bank security controls
• Card restrictions
• Payment provider restrictions
• Additional transaction verification requirements

Please verify your payment information or contact your bank, card issuer, or payment provider for assistance.

12. What is your return period?

Eligible products may generally be returned within 30 days of receiving your order, subject to the conditions in our Return & Refund Policy.

Returned products must generally be unused, in their original condition, and returned with the original packaging and accessories where applicable.

13. Can I return a lighting product after installation?

Lighting products that have been permanently installed, hardwired, altered, or modified generally cannot be returned unless they were defective when received.

We recommend carefully inspecting all lighting products before installation.

Where professional electrical installation is required, we recommend using a suitably qualified professional.

14. Can bathroom or personal care products be returned?

For hygiene and safety reasons, opened, used, or contaminated personal care products may not qualify for return unless they are defective, damaged, incorrect, or otherwise required to be returnable under applicable law.

Unused products should remain in their original condition and packaging.

15. What if my ceramic or tableware item arrives broken?

If a ceramic or tableware item arrives broken or damaged, please contact us promptly.

Please provide:

• Your order number
• Clear photographs of the damaged product
• Photographs of the external packaging
• A photograph of the shipping label

We will review the issue and provide an appropriate solution.

16. What if my furniture arrives damaged?

If your furniture arrives damaged or with missing components, please contact us as soon as possible.

Provide your order number together with clear photographs of the product, packaging, damaged area, and any missing or affected components.

Please do not discard the original packaging until the issue has been reviewed.

17. Will the actual product look exactly the same as it does online?

We make reasonable efforts to display product colors, textures, materials, and finishes accurately.

However, actual appearance may vary slightly due to:

• Photography
• Lighting conditions
• Screen settings
• Manufacturing variations
• Natural variations in wood, stone, ceramic, and other materials

Minor variations may occur and do not necessarily indicate a defect.

18. Do lighting products require professional installation?

Some lighting products may require electrical installation.

Where applicable, we recommend installation by a suitably qualified professional and compliance with applicable local electrical requirements.

19. What should I do if my package is delayed?

If your package appears significantly delayed or tracking information has not been updated for an extended period, please contact us.

We will assist in reviewing the shipment status with the applicable carrier where reasonably possible.

20. How are refunds issued?

Approved refunds are generally issued to the original payment method.

After a refund has been processed, please allow approximately 5–10 business days for the funds to appear in your account.

Actual processing times depend on your bank, card issuer, or payment provider.

21. Where should I send a return?

Please do not send a return without first receiving return instructions from our customer service team.

Our registered business address and U.S. fulfillment/contact address should not automatically be used as return addresses unless specifically authorized by us.

22. How can I contact Pumpwaver?

For questions about products, orders, shipping, returns, refunds, or payments, please contact us using the information below.

Website:
pumpwaver.com

China Telephone:
+86 130 7366 1094

U.S. Telephone:
+1 770 468 2367

Company Information

Company Name:
Guangzhou Gugu Trading Co., Ltd.

Registered Address:
Area E-286, Room 206, No. 50 Yushui Street, Tianhe District, Guangzhou, Guangdong, China

U.S. Fulfillment / Contact Address:
485 Horizon Drive NE, Suite 800
Suwanee, GA 30024
United States