Customer Service Policy

This Customer Service Policy establishes consistent service standards for all visitors and customers using our website. All support channels aim to deliver timely, polite, fair and professional assistance to resolve pre-sales inquiries, order issues, logistics concerns, after-sales applications and other shopping-related matters. By placing orders and communicating with our support team, you agree to comply with all regulations stated within this policy.

Our customer service team provides online support on working days. We strive to respond to all customer messages within 24 business hours. Inquiries sent during weekends, public holidays and large-scale promotional events may require slightly longer reply time due to increased consultation volume. We will process every message sequentially once our service period resumes. Customers are advised to clearly describe your questions and attach relevant order numbers, screenshots or photos to speed up problem resolution.

Our customer service covers a wide range of shopping related requests, including product ingredient consultation, usage guidance, specification inquiry, order information modification, shipping status tracking, address adjustment before shipment, return & refund application guidance, abnormal package handling, policy explanation, promotional activity consultation, and feedback on product experience. Our support team can assist you to understand all published website policies including shipping rules, return terms and privacy regulations.

There are limitations to our service scope. Customer service cannot interfere with the independent judgment of logistics providers, force expedited delivery beyond our official shipping schedule, approve return requests that do not meet the published return conditions, or provide illegal operations that violate website regulations. We cannot accept unreasonable demands that conflict with the officially announced policies.

All communications between customers and support staff should remain polite, rational and respectful. We reserve the right to suspend service for users who send malicious harassment, abusive language, repeated invalid complaints, threatening information or spam content. To maintain communication efficiency, please avoid sending repeated identical messages continuously. Concentrate all questions in one message to help our representatives resolve your issues faster.

If you need to adjust shipping address, contact information or order details, please contact customer service immediately. Modification requests can only be accepted when your order is still under processing and has not been dispatched. Once the package enters the shipping process, we are unable to change delivery information remotely. Please double-check all information on your order page before completing payment to avoid subsequent troubles.

We sincerely welcome every customer’s product feedback, shopping experience evaluation and constructive suggestions. All valuable feedback will be collected and submitted to our operation team for reference, helping us continuously optimize product selection, packaging quality, logistics cooperation and website shopping experience. If you are satisfied with our service, you are welcome to share your shopping experience; if you encounter unsatisfactory service, please contact us directly so we can make improvements actively.

For formal complaints related to products, logistics or service experience, please submit your complaint with your order number and supporting evidence. Our team will record your complaint and launch an official investigation. We will give a formal processing result within 3–5 business days according to relevant policies. Every complaint will be treated objectively and fairly to safeguard legitimate consumer rights.

We retain the right to adjust and update this Customer Service Policy at any time. Updated clauses will take effect once published on the website page. Continued use of our shopping service means you acknowledge and accept the latest customer service terms. If you have any confusion regarding this policy, feel free to contact our support team for detailed explanation.