Customer Service Policy

We are committed to delivering exceptional, efficient, and customer-centric support throughout your entire shopping journey, from pre-purchase consultation to after-sales follow-up. Our core goal is to resolve your inquiries and concerns promptly, ensure a seamless and satisfying shopping experience, and build long-term trust with every customer we serve.

1. Core Service Commitments


  • We guarantee a response to all customer inquiries within 24 business hours, with no delays on valid requests.
  • We provide transparent, accurate, and complete information for all your questions, with no hidden terms or misleading guidance.
  • We uphold our public sales and service promises, including free shipping on all orders, a 60-day return window for eligible products, and secure order processing.
  • We follow up on all ongoing service requests until they are fully resolved, with regular updates on the progress of your case.

2. Available Service Channels


We offer multiple accessible service channels to meet your different needs, all staffed by our professional, trained customer service team:

  • Live chat support via our official website, available during standard business hours on working days.
  • Dedicated email support, with 24-hour business hour response for all incoming messages.
  • Order management portal support, where you can track your order, submit return requests, and view your purchase history directly.

    Our service is available Monday to Friday, excluding official public holidays. We will notify you in advance of any temporary adjustments to our service hours.

3. Pre-Purchase & Order-Related Support


  • Pre-purchase consultation: We provide detailed product specifications, function guidance, and purchase advice to help you make informed buying decisions.
  • Order modification & cancellation: You may request to modify your shipping address, order details, or cancel your order before the order is dispatched (within 1-3 business days after payment confirmation). We will process your request promptly if the order has not entered the shipping process.
  • Order tracking & logistics support: We will send you a shipping confirmation with full tracking information once your order is dispatched. We provide assistance with tracking updates, delivery delay inquiries, and logistics issue resolution for all orders, with an estimated delivery timeframe of 6-12 business days after dispatch.
  • Payment-related support: We offer guidance and assistance for payment failures, payment confirmation delays, and other transaction-related issues, with all transactions processed exclusively in USD.

4. After-Sales & Return/Refund Support


  • Return & refund assistance: We provide full guidance for the return and refund process, in line with our official Refund Policy. We will confirm the eligibility of your return request, provide return instructions, and keep you updated throughout the refund process. All approved refunds will be processed within 5-10 business days, exclusively in USD.
  • Product issue resolution: We assist with troubleshooting for product performance issues, provide operation guidance for product use, and resolve concerns related to defective items, incorrect shipments, or missing accessories.
  • Warranty support: We provide clear guidance and support for any applicable product warranty claims, in accordance with the warranty terms of the relevant product.

5. Complaint & Dispute Resolution


  • We take all customer complaints and feedback seriously, with a formal resolution process to ensure fair and satisfactory handling of every case.
  • Upon receiving your complaint or dispute submission, we will confirm the details of your case within 1 business day, and provide a clear resolution plan within 2 business days.
  • We will follow up with you throughout the resolution process, and adjust our solution based on your reasonable feedback to reach a mutually satisfactory outcome.
  • If you are not satisfied with the initial resolution, you may request an escalation of your case, which will be handled by our senior service management team.

6. Service Principles & Data Protection


  • We treat every customer with respect, courtesy, and professionalism, with no discriminatory language or behavior in any service interaction.
  • We strictly protect your personal information and privacy in accordance with our official Privacy Policy. All customer data shared during service interactions will only be used to resolve your request, and will not be disclosed to unauthorized third parties.
  • We do not make false promises or misleading statements during service interactions, and all guidance we provide is consistent with our official policies and terms.
  • We continuously collect customer feedback to optimize our service processes, improve our product offerings, and enhance the overall customer experience.

If you have any questions, concerns, or need assistance with any part of your shopping experience, please contact our customer service team through our official service channels at any time.