Customer Service
How can we help you today? Select a topic below to find answers.
Order Processing
- Orders are processed within 5 business days (excluding customized order, weekends and holidays).
- You will receive a tracking number by email once your order ships.
- Orders placed after 14:00 (GMT+8) will be processed the next business day.
Shipping Times
- United Kingdom: 7–12 business days
- Europe: 7–16 business days
- USA & Canada: 10–15 business days
- Australia & New Zealand: 12–18 business days
- Rest of World: 15–25 business days
Shipping Costs
- Shipping cost is calculated at checkout based on weight and destination.
- Free shipping is for many items and countries.
- Express shipping is available at an additional cost — contact us for a quote.
Tracking Your Order
- Once shipped, you will receive an email with a tracking link.
- You can also track your order by logging into your account.
- If you haven't received your tracking number within 3 business days, contact us at info@ecolively.com.
Customs & Import Duties
- International orders may be subject to customs duties, taxes, and brokerage fees.
- These charges are the buyer's responsibility and are not included in the product price or shipping cost.
- Customs policies vary by country — please check with your local customs office for details.
- We are not responsible for delays caused by customs clearance.
Damaged or Lost Packages
- If your package arrives damaged, take photos and contact us within 48 hours.
- If your package is lost in transit, we will file a claim with the carrier and reship or refund.
Need help with your order? Email us at info@ecolively.com or chat on WhatsApp — we reply within 24–48 hours.
14-Day Return Policy
- You can return most items within 14 calendar days of delivery.
- Items must be unused, in original packaging, and in resalable condition.
- All original accessories, manuals, and free gifts must be included.
- Pre-owned laptops must be returned with no additional software installed or data stored.
Product Condition & Description
- Every pre-owned laptop is clearly labelled with its condition grade (Grade A / B / C) and a detailed cosmetic description.
- Please read the product description and grade carefully before purchasing.
- Product photos show the actual item or representative examples of the stated grade.
- Cosmetic wear described in the product listing (scratches, dents, keyboard shine) is not considered a defect and is not eligible for return on that basis.
- If you receive an item that does not match the described grade or condition, please contact us within 48 hours with photos — we will resolve it at no cost to you.
How to Return an Item
- Contact us at info@ecolively.com with your order number and reason for return.
- We will review your request and provide return instructions within 24–48 hours.
- Pack the item securely in its original packaging.
- Ship the item back to the address we provide.
- Once received and inspected, we will process your refund or exchange.
Who Pays for Return Shipping?
- Defective item, wrong item, or item not matching description: We cover return shipping costs.
- Changed your mind / wrong size / model not as expected: Buyer pays return shipping.
- We recommend using a tracked shipping service — we are not responsible for items lost in return transit.
Refund Processing
- Refunds are processed within 5–7 business days after we receive and inspect the returned item.
- Refunds are issued to your original payment method.
- It may take an additional 3–5 business days for the refund to appear on your statement, depending on your bank or card issuer.
- Original shipping costs are non-refundable unless the item is defective or we made an error.
Exchanges
- We offer exchanges for defective items or wrong items shipped.
- For size or model changes, you may return the item and place a new order.
- Exchange shipping is covered by us for defective items.
Non-Returnable Items
- Custom or personalized items
- Items marked as "Final Sale" or "Clearance"
- Opened software, digital downloads, or gift cards
- Items damaged by misuse, neglect, or unauthorized repair
Damaged Items on Arrival
- If your item arrives damaged, take photos of the packaging and the item.
- Contact us within 48 hours of delivery with the photos.
- We will arrange a replacement or refund at no cost to you.
Questions about a return? Email info@ecolively.com with your order number — please include photos if the item is damaged or does not match the description.
Warranty Period by Product Category
All our products come with a warranty against manufacturing defects under normal personal use.
| Product Category | Warranty Period | What's Covered |
|---|---|---|
| Pre-owned Laptops (Refurbished & Used) |
12 months | Hardware failures: motherboard, CPU, RAM, storage, screen, battery (below 70%), keyboard, trackpad, ports, fans. |
| Mascot Costumes | 90 days | Manufacturing defects in stitching, seams, and structural integrity. Built-in fans/pumps covered for 90 days. |
| PVC Inflatables | 90 days | Manufacturing defects causing air leakage under normal inflation and use. Included pumps/blowers covered for 90 days. |
| Home & Household | 90 days | Manufacturing defects affecting functionality. |
Pre-owned Laptops — Product Grading System
| Grade | Condition | Cosmetic Description |
|---|---|---|
| Grade A — Refurbished | Refurbished | Thoroughly tested, cleaned, and faulty parts replaced. Minor cosmetic wear that does not affect functionality. |
| Grade B — Like New | Used (Excellent) | Pre-owned unit in excellent condition. Very light signs of use, fully functional, tested and inspected. |
| Grade C — Good Used | Used (Good) | Pre-owned unit with visible cosmetic wear but fully functional. Tested and inspected. |
Refurbished vs Used: Refurbished units have undergone a full refurbishment process including testing, cleaning, and part replacement. Used units are sold in their original pre-owned condition but have passed our full functional inspection. Both grades carry the same 12-month warranty.
What Is NOT Covered (All Products)
- Commercial or rental use: Products used for commercial rental, hire, or high-frequency business use are not covered under warranty. Our warranty applies to normal personal use only.
- Accidental damage: drops, spills, impacts, tears, punctures
- Liquid damage of any kind
- Normal wear and tear (scratches, cosmetic imperfections, fabric fading, zipper wear)
- Damage from unauthorized repairs, modifications, or part replacements
- Damage from improper use, over-inflation, overloading, or use beyond intended purpose
- For laptops: software issues, viruses, malware, OS problems, data loss
- For costumes: zippers, Velcro, and elastic are considered wear items after initial 30-day DOA period
- For inflatables: punctures, tears, or damage from sharp objects, over-inflation, or improper storage
Warranty Claim Process
- Email info@ecolively.com with your order number, product category, and a detailed description of the issue.
- We may ask for photos or a short video demonstrating the problem.
- Our team will review and diagnose the issue within 24–48 hours.
- If approved, we may provide troubleshooting steps, or arrange repair/replacement at our discretion.
- Repaired or replaced items carry the remainder of the original warranty, or 90 days from repair date — whichever is longer.
Important: Our warranty covers normal personal use only. Products purchased for commercial rental or high-frequency business use are not eligible for warranty claims. Need to file a claim? Email info@ecolively.com with your order number and photos.
After-Sales Service Process
To ensure every after-sales problem is handled efficiently and fairly, we have formulated a standardized after-sales processing procedure. Please follow the steps below to submit your application.
1
Submit Feedback
Feedback within 14 days after delivery or 48 hours after problems occur.
Start here →2
Provide Evidence
Order number, problem photos, videos and detailed description.
3
Official Review
Our team verifies the problem and checks relevant policies.
4
Solution & Reply
Reply within 48 hours, provide refund, replacement or support.
What You Need to Prepare
- Order number: Found in your order confirmation email
- Photos or videos: Clearly showing the issue (damage, defect, etc.)
- Detailed description: When the problem occurred and what happened
- Product grade: Grade A/B/C as listed in your order (for laptops)
After-Sales Timeline
- Damaged on arrival: Report within 48 hours of delivery
- Item not matching description: Report within 48 hours of delivery
- General returns: Within 14 days of delivery
- Warranty claims: Within the warranty period (12 months for laptops, 90 days for other products)
Common After-Sales Scenarios
- Defective product: We cover return shipping and offer repair, replacement, or refund
- Wrong item shipped: We cover return shipping and send the correct item
- Item not as described: We resolve at no cost to you (within 48 hours of delivery)
- Changed your mind: Buyer pays return shipping, item must be unused and in original packaging
- Warranty issue: Follow the warranty claim process in the Warranty tab
Ready to submit? Click the "Submit After-Sales Request" button at the top of this page, or email us directly at info@ecolively.com with your order number and photos.
Orders & Payment
What payment methods do you accept?
We accept Visa, Mastercard, PayPal, Stripe, Apple Pay, and Google Pay. All payments are processed securely through encrypted checkout.
How long does order processing take?
Orders are processed within 1–2 business days. You will receive a confirmation email with tracking information once your order ships.
Can I cancel or modify my order?
If your order hasn't shipped yet, contact us at info@ecolively.com and we'll do our best to accommodate changes. Once shipped, orders cannot be modified.
Shipping & Delivery
How long does shipping take?
UK: 3–7 business days. Europe: 7–12 days. USA/Canada: 10–15 days. Rest of World: 15–25 days. See the Shipping & Delivery tab for details.
Will I have to pay customs duties?
International orders may be subject to customs duties and taxes. These charges are the buyer's responsibility and are not included in the product price.
Pre-owned Laptops
What's the difference between Refurbished and Used?
Refurbished laptops or other units have undergone a full refurbishment process including testing, cleaning, and replacement of any faulty parts. Used units are sold in their original pre-owned condition but have passed our full functional inspection. Both types carry the same 12-month warranty. Each product clearly states whether it is Refurbished or Used, along with its grade (A/B/C).
What do Grade A, B, and C mean?
Grade A (Refurbished): Thoroughly tested, cleaned, and parts replaced. Minor cosmetic wear only.
Grade B (Like New): Pre-owned in excellent condition. Very light signs of use, fully functional.
Grade C (Good Used): Pre-owned with visible cosmetic wear but fully functional.
All grades pass our full functional inspection and come with a 12-month warranty.
Grade B (Like New): Pre-owned in excellent condition. Very light signs of use, fully functional.
Grade C (Good Used): Pre-owned with visible cosmetic wear but fully functional.
All grades pass our full functional inspection and come with a 12-month warranty.
Are your laptops genuine?
Yes, all laptops are genuine units from major brands including Lenovo, Dell, HP, and Apple. Each unit — whether refurbished or used — is thoroughly tested before shipping.
Do laptops come with a warranty?
Yes, all pre-owned laptops (both refurbished and used) include a 12-month hardware warranty. See the Warranty tab for full coverage details.
Can I return a laptop if the cosmetic condition isn't what I expected?
We clearly describe the cosmetic condition and grade for every laptop. Cosmetic wear described in the product listing is not considered a defect. However, if the item you receive does not match the described grade or condition, contact us within 48 hours with photos and we will resolve it at no cost to you.
Returns & Refunds
What is your return policy?
We offer a 14-day return policy for unused items in original packaging. Please contact us before returning any product. See the Returns & Refunds tab for full details.
How long does a refund take?
Refunds are processed within 5–7 business days after we receive and inspect the returned item. It may take an additional 3–5 days for the refund to appear on your statement.
Wholesale & Bulk Orders
Do you offer wholesale pricing?
Yes, we offer special pricing for retailers, event companies, and businesses. Contact us with your requirements and we'll provide a custom quote and also can check our shipping delivery, warranty and return policy in our web. .
Can't find your answer? Email info@ecolively.com — we typically reply within 24–48 hours.
Get in Touch
At Ecolively, we're committed to providing excellent customer service. Whether you have a question about an order, need help with a product, or want to discuss a wholesale opportunity, we're here for you.
info@ecolively.com
Reply within 24–48 hours
+86 158 0203 7364
Fastest response
Business Hours
Mon–Fri: 9:00–18:00
Sat: 10:00–16:00 (GMT+8)
Response Time
- Email: We reply to all emails within 24–48 hours on business days.
- WhatsApp: Typically the fastest way to reach us — responses within a few hours during business hours.
- Messages received on weekends or holidays will be answered on the next working day.
Before You Reach Out
Many common questions are answered above. Before contacting us, you might want to check:
- Your order confirmation email for tracking information
- The FAQ tab above for quick answers
- The Shipping & Delivery tab for delivery estimates
Company Information
- Company: ECOBACKER GLOBAL LIMITED
- Website: www.ecolively.com
- Email: info@ecolively.com