Customer Service Policy

1. Policy Overview

This Customer Service Policy outlines the standardized service principles, user support scope, consultation channels, and service standards applicable to all users accessing and purchasing products through this website. The purpose of this policy is to ensure transparent, efficient, and fair service for all customers, standardize the interaction process between the platform and users, and protect the legitimate rights and interests of both parties during online shopping, product use, and after-sales processing. All services provided by the platform shall be implemented in accordance with the rules stipulated in this policy, and this policy is binding on all users who register accounts, browse pages, and place orders on this website.

2. Customer Consultation & Support Channels

All customer inquiry, consultation, and support requests shall be submitted and processed through the dedicated page specified on the website. The platform does not provide third-party social media unofficial consultation channels to avoid information leakage and misleading replies. Users can submit questions involving product information, order status, service rules, after-sales application guidance, and general platform usage through the designated channel.
The platform arranges professional customer service teams to process user submissions during working hours. All user messages will be reviewed and responded to in chronological order. The customer service team is authorized to provide official explanations for all content involved in website policies, product parameters, order logistics, and after-sales processes. Any verbal or written explanation obtained outside the official channel shall be deemed invalid and not recognized by the platform.

3. Pre-Purchase Consultation Service

Before placing an order, users can consult all pre-purchase related content through the official channel, including but not limited to product material composition, performance characteristics, usage scenarios, size specifications, packaging configuration, and applicable crowd safety prompts. The customer service team will provide objective and accurate answers based on the official product details page and public test data, without subjective exaggerated descriptions or personalized effect promises that exceed product objective attributes.
For bulk purchase demand and enterprise-level customized demand, users can submit relevant demand descriptions through the consultation channel. The platform will provide targeted purchase suggestions and batch order processing guidelines according to inventory status and business capabilities, helping users complete reasonable purchase planning.

4. Order & Logistics Customer Service

Users can inquire about order confirmation status, processing progress, shipment arrangement, and transportation progress through the official consultation channel. The platform’s customer service team will synchronize the latest order data obtained from the logistics system to users truthfully. The platform’s standard processing rule is to arrange product shipment within 1 to 3 working days after the order is successfully confirmed, and the standard transportation cycle ranges from 6 to 12 days until the goods are delivered to the designated delivery address.
All tariff expenses incurred during international transportation shall be fully borne by the platform. Users do not need to pay any additional customs duties, handling fees, or administrative fees when receiving the goods. The customer service team is responsible for answering all tariff-related consultation questions and providing official proof of expense bearing when users need it.
In case of abnormal order status including but not limited to delayed shipment, logistics information suspension, delivery address correction requirements, users can submit feedback through the service channel. The customer service team will verify the problem within the processing cycle and provide corresponding solutions according to the actual situation.

5. After-Sales Customer Service Scope

The platform provides standardized after-sales service for all purchased products, covering return application guidance, refund progress inquiry, product quality problem handling, and after-sales rule interpretation. All after-sales services shall be implemented in accordance with the Refund Policy and Terms of Purchase published on the website.
The platform supports users to initiate return applications within the valid return period stipulated by the rule. After the returned goods are received and verified by the platform, the refund process will be started, and the refund will be completed within the specified processing cycle. The customer service team is responsible for guiding users to complete return application steps, label filling, and return logistics arrangement, and synchronize the real-time progress of refund review and fund arrival.
For product quality feedback including damaged packaging, defective products, and performance inconsistency with the official description, users can upload relevant picture evidence through the consultation channel. The customer service team will initiate a quality verification process and provide compensation, replacement, or return solutions according to the verification result.

6. Service Response & Processing Standards

The platform implements hierarchical response standards for user messages. General consultation messages will be responded to within the standard working time window; order abnormality and after-sales emergency messages will be prioritized for review and reply. All response contents are based on the website’s published policies and objective order data, without arbitrary modification of rule standards or private commitment of extra benefits.
The customer service team strictly abides by professional service norms, prohibits offensive language, discriminatory remarks, and perfunctory processing of user demands. If users have objections to the service reply, they can submit a re-review application through the same channel, and the platform will arrange a senior service agent to re-verify and reply.

7. Service Exclusion Clause

The platform does not provide personalized service content that violates local consumer regulations, exceeds the platform’s public service scope, or requires additional unauthorized cost expenditure. Any private agreement reached between users and individual customer service personnel that is inconsistent with the published policy shall be automatically invalid.
The platform is not responsible for service delays caused by objective force majeure factors, including but not limited to global logistics route adjustment, customs routine inspection, and natural weather impact. The customer service team will actively inform users of the objective situation and provide follow-up processing suggestions.

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