Customer Service Policy

Introduction

We are dedicated to providing exceptional customer service and ensuring a positive experience for every user of our website. This Customer Service Policy outlines the standards, scope, and processes of our customer support to help you understand how we assist with your inquiries and concerns. We strive to address all matters professionally, promptly, and fairly.

Core Service Commitments

Our customer service team adheres to the following commitments to deliver reliable support:
  • Provide transparent information about order processing, shipping, and refunds, including 1-3 business days for order fulfillment, 6-12 business days for estimated delivery, free shipping worldwide, a 60-day return policy, and 5-10 business days for refund processing after return inspection.
  • Ensure all transactions and service-related communications are conducted in USD (United States Dollars) for clarity and consistency.
  • Treat every customer with respect, patience, and professionalism, regardless of the nature of the inquiry or request.
  • Protect your personal information in accordance with our Privacy Policy, and never disclose your data to unauthorized third parties.

Scope of Customer Service

Our customer service team is available to assist with the following matters:
  • Order-related inquiries: Order status, payment confirmation, order modifications (if applicable before shipment), and order cancellation requests.
  • Shipping-related issues: Tracking information, delivery delays, lost or damaged packages, and shipping address corrections (if feasible).
  • Return and refund assistance: Guidance on the return process, eligibility verification, refund status updates, and resolution of return-related disputes.
  • Product information: Details about product features, usage instructions, and availability.
  • Privacy and data-related concerns: Assistance with requests to access, correct, or delete your personal information as outlined in our Privacy Policy.
  • Website usage support: Help with navigating the website, account-related issues (if applicable), and technical difficulties encountered while using the site.

Contact Channel

The only way to contact our customer service team is through the form on our Contact Us page. We do not provide support through any other channels. When submitting your inquiry, please provide as much detailed information as possible (such as your order number, contact information, and a clear description of your issue) to help us resolve your matter efficiently.

Service Response Time

We aim to respond to all customer inquiries within 24-48 business hours after receiving your submission through the Contact Us form. During peak periods (such as high-volume shopping seasons), response times may be slightly extended, but we will make every effort to address your concern as quickly as possible. For time-sensitive matters (such as urgent order issues), we will prioritize review and response.

Service Resolution Principles

When addressing your concerns, we follow these principles to ensure fair and satisfactory resolutions:
  • Investigate each issue thoroughly by verifying relevant information (order details, shipping records, return status, etc.).
  • Communicate with you proactively to provide updates on the progress of your inquiry or resolution.
  • Resolve issues in accordance with our Shipping Policy, Refund Policy, Privacy Policy, and other applicable guidelines.
  • Address any complaints or dissatisfaction promptly, and take necessary measures to prevent similar issues from occurring.

Additional Notes

This website has no connection with any official websites. All customer service inquiries, requests, and communications must be submitted through the form on our Contact Us page—this is our sole customer support channel. We reserve the right to update this Customer Service Policy as needed to improve our service standards, and any revisions will be posted on this page.