Customer Service Policy

At our store, we are committed to providing you with professional, efficient, and considerate customer service. We strive to address your needs and concerns in a timely manner, ensuring a smooth and satisfactory shopping experience. This policy outlines the scope of our customer service and related guidelines.

1. Contact Methods

The primary way to contact our customer service team is through the form on our Contact Us page. When submitting your inquiry, please provide accurate information such as your name, email address, and order number (if applicable), along with a detailed description of your issue. This will help us process and respond to your request more efficiently.

2. Service Response Time

We aim to respond to all customer inquiries within a reasonable time frame. Generally, you will receive a reply from our customer service team within 24-48 business hours after submitting your request. During peak periods (such as promotional events or holidays), the response time may be slightly extended, and we appreciate your understanding.

3. Order-Related Services

  • Order Status Inquiries: If you want to check the status of your order (e.g., whether it has been shipped, estimated delivery time), you can submit an inquiry through the Contact Us form with your order number. We will verify and inform you of the latest order progress promptly.
  • Order Modifications or Cancellations: If you need to modify or cancel your order (e.g., change the shipping address, adjust the product size), please contact us as soon as possible. We can only process order modifications or cancellations if the order has not been shipped. Once the order is dispatched, we will be unable to make changes, and you may need to refer to our Refund Policy for return processing.
  • Shipping Issues: We offer free worldwide shipping on all orders, with orders processed and dispatched within 1-3 business days and estimated delivery within 6-12 days. If you encounter problems such as delayed delivery, lost packages, or damaged items during shipping, please contact us immediately with relevant evidence (e.g., tracking records, photos of damaged items). We will coordinate with the shipping carrier to resolve the issue for you.

4. Return & Refund Support

We provide a 60-day return policy and process refunds within 5-10 business days after confirming the returned items meet the eligibility requirements. If you have questions about the return process, refund status, or eligibility for returns, please contact us through the Contact Us form. Our customer service team will guide you through the entire return and refund process and address any related concerns.

5. Product Information Inquiries

If you need more detailed information about our products (e.g., material, size, fit, care instructions), please feel free to contact us. We will provide you with accurate and comprehensive product descriptions to help you make informed purchasing decisions.

6. Payment-Related Support

All transactions on our website are conducted in USD. If you encounter payment failures, duplicate charges, or other payment-related issues, please contact us with your payment records. We will work with our third-party payment providers to verify and resolve the issue promptly.

7. Service Scope Exclusions

Our customer service does not cover the following situations:
  • Issues caused by improper use, intentional damage, or modification of products by the customer;
  • Inquiries about orders placed on third-party platforms (our service only covers orders placed directly on our official website);
  • Problems caused by force majeure (e.g., natural disasters, wars, postal service disruptions);
  • Requests that violate laws, regulations, or public morality.

8. Continuous Improvement of Services

We value your feedback on our customer service. If you have suggestions or comments on our service quality, please let us know through the Contact Us form. We will continuously optimize our customer service processes and improve service quality based on your feedback.

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