Customer Service Policy

Our customer service team provides full support covering all stages of your shopping experience, including pre-purchase product consultation, order status inquiries, logistics tracking support, return and refund application guidance, product usage tutorials, and resolution of all order-related issues. All shoppers can reach out for assistance without extra service fees.

Our support team processes customer messages every business day. Standard inquiries will receive a formal reply within 24 hours after submission. For complex requests such as return reviews, logistics exception handling and refund verification, we will complete follow-up processing within 3 business days and send you real-time progress updates. Messages sent on weekends and official holidays will be prioritized for handling once business resumes.

If you have questions about product features, size matching, wearing comfort, applicable usage scenarios and material details before placing an order, our service staff will provide clear, detailed descriptions to help you pick suitable items. We offer objective product usage advice to help you avoid mismatched purchases.

You can contact support at any time to check order payment confirmation, packaging progress and shipment tracking numbers. When your package faces abnormal situations including long-term logistics stagnation, delivery delays, lost parcels or damaged items upon receipt, our team will coordinate with logistics partners immediately to track shipments and offer compliant solutions based on actual conditions.

Our team will walk you through the complete return and refund process in line with our 60-day refund policy. We will inform you of item qualification standards, return shipping requirements, inspection rules and refund processing timelines clearly. We assist in reviewing your return application and follow up the whole refund flow until funds are credited back to your payment account. All refunds are settled in USD as the unified currency.

If you receive defective, damaged or inconsistent goods that do not match the product introduction, submit photos or videos of the problematic items to our support team. We will confirm the issue quickly and arrange corresponding solutions including free returns, replacements or full refunds as stipulated in our refund rules. All related service coordination for quality defects is fully covered by our store.

All customer service communications maintain polite, patient and professional standards. Our team will respond to your questions completely and avoid vague replies. We respect all reasonable customer demands and communicate practical solutions rather than rigid standard replies. Any unfriendly, abusive or harassing messages sent to our support team will not receive further follow-up service.

All solutions provided by our customer service team strictly follow the rules of our Shipping Policy, Refund Policy and Privacy Policy. Support staff cannot make promises that violate the official store terms. If you disagree with the proposed solution, you can submit a secondary review request for further evaluation.

You can send your questions and requests through our official customer service channel on the website at any time. Please attach your order number and related descriptive materials such as pictures when submitting complex inquiries, which helps us speed up problem processing.