Customer Service Policy

1. Policy Overview

This Customer Service Policy is formulated to standardize the service process of the platform, protect the legitimate rights and interests of all registered and visiting users of the website, and ensure that all users can obtain standardized, efficient and professional customer service support during the shopping and product use process. This policy applies to all service consultation, order service, after-sales maintenance, complaint feedback and other related service behaviors between the platform and global users. All services provided by the platform will be carried out in accordance with the rules stipulated in this policy, and the platform will always adhere to the principles of fairness, transparency, efficiency and user priority to provide high-quality customer service for global users.

2. Service Consultation Channel

The platform provides unified and official customer service consultation channels for all users. All users who have product consultation, order inquiry, logistics consultation, usage guidance, after-sales application, complaint suggestion and other service needs can contact the professional customer service team through the Contact Us page set on the official website. The platform does not authorize any third-party channels or personnel to provide customer service consultation and processing services. Users are requested to obtain official service support through designated channels to avoid being deceived by false information.
Our customer service team is composed of professional personnel with rich industry experience and service qualifications. All team members have received systematic training in product knowledge, service specifications and problem-solving skills, and can accurately and professionally respond to various service needs of users. The customer service team is committed to providing patient, detailed and targeted service guidance for every user, solving user doubts and service problems in a timely manner.

3. Pre-Sale Service Specification

In the pre-sale stage, the platform provides users with comprehensive product information consultation and shopping guidance services. Users can consult customer service personnel about product parameters, functional characteristics, usage methods, applicable scenarios, product matching and other related content. The customer service team will provide accurate and detailed answer explanations according to the actual situation of the product, and provide reasonable purchasing suggestions according to the user’s usage needs and scenarios, helping users select products that meet their personal needs.
At the same time, the customer service team can answer users’ questions about platform transaction rules, settlement methods, logistics distribution standards, service rights and other related content, so that users can fully understand the platform’s shopping rules before placing an order, and ensure that users can complete shopping transactions in a clear and transparent environment.

4. In-Sale Order Service

After the user places an order and completes the payment, the platform will provide real-time order follow-up service. Users can consult the customer service team through the official channel to inquire about order confirmation status, product inspection progress, delivery arrangement and other information. The platform will complete the internal sorting, inspection and delivery of all orders within the stipulated time, and the customer service team will timely feedback the key progress information of the order according to the user’s consultation needs.
All orders on the platform are settled in a unified USD currency standard, and all transaction prices are transparent and open. The platform provides global free shipping services, and independently bears all tariff expenses generated during the cross-border transportation process. Users do not need to pay any additional fees other than the displayed commodity price. The customer service team will answer users’ questions about fees and settlement standards in a timely manner to ensure transparent order transactions.

5. Logistics Service Support

The platform has standardized global logistics service rules. All valid orders will be arranged for delivery within 1 to 3 working days after payment confirmation. After the goods are delivered to the global logistics system, they will be delivered to the user’s designated address within 6 to 12 working days. For users’ consultation on logistics cycle, transportation process and delivery progress, the customer service team will provide real-time inquiry and feedback services, timely solve users’ doubts about logistics transportation, and assist users in tracking order logistics information.
In view of the uncontrollable factors such as regional logistics distribution efficiency and customs inspection in individual regions, the customer service team will actively communicate and coordinate for users, timely feedback abnormal logistics information, and try its best to ensure the smooth delivery of user orders.

6. After-Sales Service Standard

The platform provides perfect after-sales service protection for all purchased products. We support a 60-day global return service cycle. Within the valid return period, users can apply for return and after-sales processing for products that meet the return conditions in accordance with the platform rules. The customer service team will guide users to complete the return application process, explain the return specifications, product packaging requirements and return process standards in detail, and assist users in completing the return operation efficiently.
After the platform receives and verifies the returned goods without abnormality, the refund processing will be completed within 5 to 10 working days, and the full refund will be returned to the user’s original payment account. The customer service team will timely feed back the refund review progress and account arrival status to users, ensuring that users can grasp the after-sales processing progress in real time.

7. Complaint and Suggestion Service

In order to continuously optimize the platform service experience and improve service quality, we provide users with complaint and suggestion feedback services. If users have dissatisfaction with product quality, logistics service, customer service attitude, after-sales processing efficiency and other links, or have reasonable optimization suggestions for platform operation and service rules, they can submit feedback through the official contact channel.
Our professional complaint handling team will record and sort out all user feedback information uniformly, and conduct targeted verification and processing within the working cycle. For user complaints, we will actively communicate and coordinate, properly solve user problems, and make reasonable compensation and improvement arrangements according to the actual situation; for user suggestions, we will sort out and evaluate them, and optimize and upgrade the platform service system in a targeted manner.

8. Service Commitment

The platform always takes user satisfaction as the core service standard, and promises to provide all users with standardized, efficient, patient and professional customer service. All customer service behaviors will abide by the platform’s official rules, and there will be no arbitrary charging, perfunctory service, delayed processing and other irregular behaviors. We will continuously optimize the service process, improve service efficiency, solve all shopping and use problems for users in a timely manner, and fully protect the legitimate shopping rights and interests of global users.