Customer Service Policy

Basic Service Principle Our customer service team commits to providing fair, polite and efficient service support for every user visiting our website. All customer service work follows the public policies published on our website, including refund policy, shipping policy and privacy policy. Customer service representatives have no authority to make oral promises that deviate from official written policies. Any service commitment that is inconsistent with webpage‑published terms shall be regarded as invalid. We treat all customers equally regardless of order amount, geographic location and consumption frequency. We advocate polite communication on both sides, and we reserve the right to suspend service reply when facing abusive, threatening and offensive communication content.

Service Scope of Customer Support Our customer service covers multiple types of shopping‑related consulting and handling work. Answer pre‑sales questions including product parameter introduction, commodity usage effect, stock situation and shopping operation guidance. Solve order‑related problems such as order status inquiry, payment exception checking, receiving address modification before shipment. Follow‑up logistics‑related issues including parcel tracking inquiry, abnormal delivery feedback and shipment delay consultation. Accept after‑sales service applications including return application submission, refund progress checking, product quality problem feedback. Deal with users’ questions about website policy, account‑related puzzles and other shopping‑related puzzles. Customer service cannot provide service beyond our business scope, and cannot modify the fixed rules of third‑party payment platforms and logistics companies.

Service Response Time and Working Mode Our customer service team processes user messages during normal business hours. We strive to give first‑time reply to user consultation within reasonable time after receiving your message. Messages submitted on non‑business days will be processed after business resumes. The actual processing time for complex problems such as return review and exception order investigation will be decided according to the complexity of specific cases. When submitting consultation, please provide complete and accurate information including order number, related problem description and necessary picture evidence. Sufficient information can greatly shorten problem‑processing cycle. Incomplete information will cause repeated communication and delay problem resolution progress. We mainly process user feedback through official website‑supported message channel. We will not accept consultation through unofficial private contact ways.

Order‑Related Problem Handling Rules When you encounter payment failure, repeated deduction and other payment‑related anomalies, please retain payment screenshot and submit to customer service with your order information. Our team will check order background record and give feedback about verification result. If you need to modify receiving address, you should submit modification request before order shipment. Once goods have been handed over to logistics provider, address modification cannot be guaranteed to take effect. When you receive goods with quality defect, wrong item or quantity shortage, you need to provide clear photos of outer package and product real‑object condition within reasonable time after receiving goods. Customer service will judge according to evidence you provided and execute solution according to refund policy.

Feedback, Suggestion and Complaint Processing Flow We welcome users to put forward reasonable suggestions for product and service optimization. All valid feedback will be recorded and transmitted to corresponding internal team for reference. If you are dissatisfied with order processing result and want to launch complaint, please submit complete order information, problem description and related evidence. Our team will conduct independent re‑examination for your case. We will give you formal feedback of re‑examination result. We will handle complaints based on existing official policies, and cannot meet requirements that go beyond the scope of published service clauses.

Prohibited Behavior Notice for Users When using our customer service support, users shall not carry out the following behaviors. Sending malicious harassment, insulting and threatening content to customer service staff. Submitting false evidence, fabricating order facts to seek improper compensation. Repeatedly submitting identical meaningless consultation requests to occupy service resources. Attempting to force customer service to give special treatment that violates official public policy. Carrying out fraud‑related operation through customer service channel. For users who engage in above‑mentioned prohibited behaviors, we have the right to terminate the current service conversation, and restrict relevant accounts from placing new orders when circumstances are serious.

Limitation of Customer Service Responsibility Our customer service team will try best to assist users to solve shopping‑related problems, yet we cannot take responsibility for objective factors beyond our control. Including loss caused by user‑filled wrong receiving information, loss brought by third‑party logistics provider’s transportation accident, fund change caused by payment institution’s own rule, loss caused by user’s improper use of purchased goods. Customer service’s function is to coordinate and handle according to official policy, and cannot bear compensation liability for consequences generated by above‑mentioned objective uncontrollable factors.

Policy Revision Reminder We can adjust the content of this customer service policy according to business development requirement. Adjusted terms will be displayed on website official page. Users can check the latest customer service policy content on webpage at any time. Your continuous use of our website service represents that you accept the updated customer service policy clauses.