Customer Service Policy

1. Pre-sales Service Standard

We provide comprehensive pre-sales consultation services for all users. Users can consult product parameters, material specifications, usage methods, matching suggestions, order rules, logistics instructions and other related content through the platform's Contact Us page. Our professional customer service team will answer all user questions truthfully, accurately and detailedly, eliminate user's shopping doubts, and help users fully understand product information and platform service rules before placing orders.
All pre-sales consultation services adhere to the principles of patience, professionalism, efficiency and standardization. The customer service team will maintain a polite service attitude, respond to user consultation demands in a timely manner, and provide targeted answer suggestions according to user needs. For complex consultation problems that cannot be answered immediately, we will record the user's questions in detail, conduct professional verification and sorting, and give a complete and accurate reply to users within the specified time, ensuring that every user's consultation demand can be effectively responded to.

2. Order Service Management

After the user successfully places and pays for the order, we will initiate the internal order processing procedure immediately. The platform has a standardized order review mechanism, which will verify the user's order information, payment status and delivery information in a timely manner to ensure the accuracy and validity of the order. After the order review is passed, we will complete the sorting, packaging and delivery of the goods within 1 to 3 working days, and synchronize the logistics information to the platform in real time, so that users can check the order logistics dynamics at any time.
During the order execution process, if there are special situations such as product inventory adjustment, we will take the initiative to contact the user through the platform consultation channel, truthfully inform the user of the relevant situation, and communicate with the user to solve the problem, and will not arbitrarily change or cancel the user's valid order without authorization. All order processing links are recorded in real time to ensure the traceability of order data and protect the legitimate order rights and interests of users.

3. Logistics Service Guarantee

We provide global free shipping services for all products on the platform, and users do not need to bear any freight costs. In the whole process of cross-border logistics transportation, all tariff expenses and related handling fees incurred are fully borne by the platform, and users do not need to pay any additional hidden fees, realizing zero extra cost for user shopping.
With a mature global logistics distribution network, our goods will be delivered to users safely within 6 to 12 working days after delivery. We have established a perfect logistics tracking system, users can query the real-time transportation status of goods through the platform, and our customer service team can also provide logistics inquiry and feedback services for users. If users have any questions about logistics timeliness, transportation status and other content, they can contact us through the Contact Us page at any time, and we will timely check and feedback the logistics progress for users.

4. After-sales Service Specification

In order to fully protect the consumption rights and interests of users, the platform provides a 60-day return service for all purchased products. Within the valid return period, users can apply for return service through the official channel of the platform according to the actual situation of the products. All return applications will be reviewed by a special after-sales team, and we will follow the standardized review process to verify the product status, order information and return reasons.
After the returned goods are received and verified to be in line with the return regulations, we will complete the refund processing within 5 to 10 working days. All refund amounts will be settled in USD uniformly and returned to the user's original payment account in full. In the after-sales service process, we adhere to the principles of fairness, transparency and efficiency, actively solve after-sales problems for users, and properly handle all valid return and refund applications.

5. User Communication Channel

In order to facilitate users to feedback problems and consult services, we have opened a unified service consultation channel. All users' demands for product consultation, order processing, logistics feedback, after-sales application, service suggestions and complaint feedback can be submitted through the Contact Us page of the platform. Our customer service team will uniformly sort out and respond to user messages, and ensure that every user's demand can be professionally processed and effectively solved.

6. Service Commitment

We always take user satisfaction as the core service standard, continuously optimize the customer service process, improve service efficiency and service quality. All customer service personnel will strictly abide by the platform service specifications, provide standardized and intimate service for global users, and resolutely avoid bad service behaviors such as perfunctory reception, delayed response and arbitrary rejection of user demands. We will continuously listen to users' service suggestions, optimize service details in a targeted manner, and create a more reassuring and comfortable shopping service environment for users.

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