Customer Service Policy

Policy Overview This customer service policy sets forth the service standard, communication channel, service scope, response principle and limitation of our customer‑support work. This policy applies to all consultation, feedback, complaint and after‑service requests submitted by users of our website. All customer‑service activities provided by our platform shall follow clauses of this document. When you use our customer‑service function, you are deemed to have read and recognized the rules in this policy. Our customer‑service team devotes itself to solving shopping‑related problems for users, maintaining reasonable and smooth communication between customers and our platform.

Our customer‑service work covers the whole shopping process, including pre‑purchase consultation, in‑order problem handling, logistics‑progress inquiry, return‑refund after‑sales application processing, shopping‑experience feedback and complaint acceptance. Nevertheless, our customer‑service scope is confined to matters related to orders generated on our website. We cannot provide service support for irrelevant affairs outside website transaction scope.

Official Customer Service Communication Channel All valid customer‑service applications must be submitted through the official customer‑service entrance provided on our website. Messages sent via other non‑official social contact approaches cannot be regarded as official service requests, and we are not obligated to identify and respond to information from those unofficial channels. Please use the built‑in customer‑service entry on website page to send out your consultation, feedback or application.

When you contact customer service, you are recommended to provide sufficient and accurate related materials, such as corresponding order number, screenshot of order page, picture evidence of goods or parcels, and clear text description of your problem and your expectation. Complete and correct information can greatly promote processing efficiency of your case. Incomplete information will force our staff to spend extra time confirming facts, which will lead to extension of problem‑handling cycle.

Service Response Standard Our customer‑service team will process user submitted service requests in turn. We arrange manpower to check and reply service messages during normal working hours. We strive to give targeted response to your submitted content within conventional working period. Please understand that during large‑scale promotional events or service‑request peak time, the total quantity of user consultation surges, and individual consultation may have reasonable delay of reply.

Our service staff will give replies based on factual records of orders, together with published official website policies including refund policy, shipping policy and privacy policy. All formal settlement schemes are subject to written reply content from official customer service. Casual oral expression in communication cannot serve as binding service commitment. If you receive conflicting information, the formal written policy documents published on the website possess priority.

Pre‑Purchase Consultation Service Scope Before you place an order, you can consult customer service about general product‑related questions, including basic product function, applicable scenario, general parameter information, shipping rule introduction, preferential‑activity rule explanation and shopping‑operation guidance. Our customer‑service staff will reply according to public information displayed on website pages.

Please note that our customer‑service team cannot give individual medical suggestion, professional industry appraisal and other non‑shopping‑related professional evaluation content. For subjective experience problems of products, we can only describe public‑shown product information, and cannot promise subjective use experience effect for you. Specific product detailed parameters should be mainly subject to content displayed on each product page.

In‑Order and Logistics‑Related Service Support After you complete order payment, if you have confusion about order status, you can turn to customer service for checking. We can help you confirm whether your order enters normal processing queue. When you encounter doubts about shipment progress, you can consult us for shipment status inquiry. After parcel is handed over to logistics carrier, we can assist you to check logistics tracking situation according to tracking number.

Since specific transportation work is undertaken by third‑party logistics providers, our customer‑service team cannot directly control logistics operation of carriers. We can submit inquiry demand to logistics side for you, but we cannot guarantee arbitrary acceleration of logistics transportation speed. For parcel loss or serious logistics abnormality, we will verify case facts in combination with logistics feedback result, and handle it according to our shipping and refund policy.

After‑Sales Application Handling Service Customer service is the official receiving entrance of your return and refund application. When you need to launch 60‑day return application, you should submit demand through our customer‑service channel, and provide order information and relevant descriptive materials. Our staff will check whether your application conforms to rules of refund policy, inform you of subsequent operation steps, and notify you of inspection and refund progress after you send back goods.

Our team will strictly implement 5‑10‑day refund arrangement after returned goods pass warehouse inspection, with refund settled in USD. Customer service can inform you of internal processing progress, but cannot accelerate fund transfer speed of third‑party payment institutions. The actual fund arrival situation is affected by payment channel itself.

Feedback and Complaint Handling Mechanism We welcome users to put forward objective feedback aiming at our product quality, logistics experience, service attitude and website function. Your practical feedback helps us to optimize overall service level. When you have dissatisfaction with shopping experience and want to submit a complaint, please state objective facts, attach corresponding supporting materials, and clarify your reasonable appeal.

We will record every valid complaint case, assign special personnel to investigate the situation, and feed back processing result to you. We will only handle appeals that conform to our published platform policies. Excessive‑demanded appeals beyond the scope stipulated by official policies cannot be satisfied. We advocate rational and polite communication. We reserve the right to terminate service reply for consultation containing abusive, threatening and harassing content.

Service Limitation Statement Our customer‑service team only provides service for orders generated on our website. We cannot handle problems of third‑party platform orders. We cannot break the clear clauses of published website policies to make special customized treatment for individual orders. All users enjoy equal‑standard customer‑service protection under the same policy rules.

We will not ask you to provide high‑sensitive private information such as payment‑account password in customer‑service communication. If someone pretends to be our staff and asks for such private data, please refuse firmly. All service interaction behaviors shall be kept within our official website service dialogue window.

Policy Update Notice We may appropriately adjust terms of this customer service policy for business optimization. Updated version will be displayed on website page. Your continuous use of our customer‑service function represents your acceptance of revised policy. If you have any questions about content of this customer service policy, please contact our official customer‑service channel for interpretation.