Customer Service Policy

We are committed to providing professional, timely and high-quality customer service for all our global customers. Our service team adheres to the principle of customer first, and strives to solve your shopping problems and meet your reasonable needs with no additional service fees charged for any consulting and after-sales support. This policy applies to all shopping and service interactions on our official website, covering order placement, shipping, after-sales and other full-process services.

1. Service Channels & Response Time


We provide two official customer service communication channels for global users, and the service response follows the standard below:

  • Response Time: For all your inquiries and service requests submitted during business days, our customer service team will give a detailed reply within 24 hours. For requests submitted on weekends and official public holidays, we will process and respond to you in the first working day after the holiday.
  • Official Channels: Website online customer service (the floating service entry on our site) and the official customer service email (displayed on the Contact Us page of the website). All service communications are only conducted through the above official channels to ensure the security of your account and order information.

2. Service Coverage


Our customer service team provides one-stop support for all your shopping-related needs, including but not limited to:

  • Product-related inquiries (specifications, usage and other relevant information)
  • Order status query, order modification and cancellation applications
  • Shipping tracking assistance and logistics delay, lost package feedback processing
  • Return and refund application guidance, audit progress query and refund to account consulting
  • After-sales processing for product quality problems, damage or missing parts upon receipt
  • Account-related issues (login, password reset, personal information modification)
  • Consulting about our free worldwide shipping policy and other shopping rules

3. Order & Shipping Related Support


  • Order Modification/Cancellation: You can apply for order modification (shipping address, contact information) or cancellation through customer service before your order is shipped out (within 1-3 business days of payment confirmation). Once the order is dispatched, we cannot support modification or cancellation due to international logistics rules, and you can contact us for follow-up solutions if needed.
  • Logistics Support: If you encounter problems such as untraceable tracking numbers, abnormal logistics updates or delivery delays beyond the estimated 6-12 business days, our customer service team will immediately coordinate with the international logistics carrier to verify the situation and feed back the processing progress to you in a timely manner.
  • Lost/Damaged Package: For packages that are confirmed lost or damaged during transportation (non-human factors), our customer service team will provide solutions such as re-delivery or full refund according to the actual situation after verifying the relevant proof.

4. Return & Refund After-sales Assistance


In accordance with our Refund Policy, our customer service team will provide full-process assistance for your return and refund needs:

  • Guide you to complete the 60-day return application process and confirm the return criteria and shipping notes for the goods.
  • Timely query and feedback the audit progress of your returned goods after we receive them.
  • Solve your doubts about the 5-10 business days refund processing cycle and the USD unified refund currency rule.
  • Prioritize the processing of return and refund applications for products with quality problems, damage or missing parts upon receipt, and ensure the protection of your shopping rights and interests.

5. Service Commitment


  • We promise to provide objective and true information feedback for all your inquiries, and never conduct false publicity or misleading explanations of products, shipping and after-sales rules.
  • All customer service staff will treat every user fairly and equally, and solve problems according to the same website rules without discriminatory service.
  • We will strictly protect your personal information and communication content during the service process, and will not disclose or use the relevant information for non-service purposes (in accordance with our Privacy Policy).
  • We will collect and sort out your reasonable suggestions on products and services, and continuously optimize our shopping experience, logistics service and after-sales support based on your feedback.

6. Supplementary Notes


  • For service requests that need to provide proof (such as product damage, logistics abnormality), please attach clear photos, order numbers and other relevant information when contacting customer service, which will help us process your needs more efficiently.
  • Our customer service team only provides solutions in accordance with the official policies of the website (Shipping Policy, Refund Policy, Privacy Policy, etc.). For any unreasonable demands that do not comply with the policies, we have the right to refuse them and explain the relevant reasons in detail.

If you have any other questions or needs that are not covered in this policy, please contact our customer service team at any time through the official channels. We will do our utmost to provide you with satisfactory solutions and thank you for your trust and support in our products and services!