Customer Service Policy

This Customer Service Policy defines the customer service channel, service scope, response principle, working hours, communication rules, service limitation, complaint handling process, user obligation and other relevant rules for all users and customers who interact with our customer support team. All customers who place orders on our website and visitors who submit inquiries through Contact page are subject to this Customer Service Policy. By submitting messages and communicating with our support team, you agree to accept all terms inside this Customer Service Policy. This Customer Service Policy is supplementary to Terms of Use, Terms of Purchase, Shipping Policy, Refund Policy and Privacy Policy. All these policies shall be read together as a whole set of rules governing website usage and purchase behavior. We can update and adjust this Customer Service Policy at any time, and revised content will take effect once published on website. Users should check policy content before contacting support team.

Our main customer service contact channel is the Contact page on our website. You can submit your inquiry, question, suggestion, complaint, order related request, return application and policy consultation through the message form on Contact page. We do not guarantee instant real time reply, but our support team will review all incoming messages sequentially during working hours. We will arrange reply to your message within reasonable time frame. The Contact page is the official and only designated channel for customer service communication. We do not accept order modification, return request, refund application or official complaint through unofficial social media private message or third party chat tools. Any informal message sent outside Contact page cannot be recognized as official application, and we will not take responsibility for missing or ignoring such unofficial messages. When you send message via Contact page, you need to provide necessary information to help us identify your order and handle your inquiry efficiently, including order number, full name, email used when placing order and clear description of your question or request. Insufficient information will slow down processing progress.

Our customer service team can provide support for a wide range of matters. Support scope includes product information consultation, such as material introduction, dimension data, pocket layout, weight, suitable usage scenario and color difference explanation. Support team can answer questions about order status, payment confirmation, order processing progress, shipment schedule and tracking number inquiry. Support team can explain rules of Shipping Policy, Refund Policy, Privacy Policy, Terms of Purchase, Terms of Use and this Customer Service Policy. Support team can process address modification request before order shipment, order cancellation request before shipment, return authorization application and refund status inquiry. Support team can receive your feedback, product suggestion and complaint about product quality, logistics problem or service experience. Support team can assist you to check parcel tracking information, guide you to prepare photo evidence for damaged or defective goods, and explain steps for return shipment. Support team can also answer questions about settlement currency, global free shipping rule and duty coverage policy.

There are matters outside our customer service scope that our support team cannot handle. Our support team cannot provide legal consultation, financial investment advice, tax filing guidance or professional legal opinion. Support team cannot change mandatory clauses inside our official policies arbitrarily for individual customer. Support team cannot override inspection result of returned goods to approve refund if returned items fail inspection. Support team cannot force logistics carrier to speed up delivery or compensate for carrier caused delay. Support team cannot change local import law of your country or help you bypass local customs restriction. Support team cannot arrange shipment to regions that we do not support shipping to. Support team cannot modify bank or payment provider’s refund arrival timeline. Support team cannot make promise of compensation beyond the scope defined in our official policies. Any verbal promise made by support team member that conflicts with written official policy on website shall be invalid, and written policy text shall prevail.

We require all users to maintain polite and respectful language during communication with customer service team. Threatening words, abusive language, offensive remarks, repeated meaningless spamming messages, false accusation and harassing behavior toward support staff are not allowed. If your message contains insulting, threatening or harassing content, we reserve the right to suspend communication, temporarily stop processing your application and even restrict your access to website services. We encourage you to state your question clearly and provide related evidence such as order screenshot, photo of product or tracking screenshot when needed, which helps us solve your problem faster. We will keep records of all messages submitted through Contact page according to our Privacy Policy for order handling, service quality review and dispute evidence preservation purpose.

When you submit complaint about product, logistics or service experience through Contact page, we will follow standard complaint handling process. First, our support team will receive and record your complaint content, classify your case and assign to corresponding responsible team. We may ask you to provide supporting evidence such as photos, tracking screenshots or order information to verify your complaint. We will investigate the situation according to facts and our official policy. After investigation is completed, we will send you investigation result and corresponding solution within reasonable time. If you are not satisfied with the initial solution provided, you can reply to the message and explain your objection, and we will forward your case for further review. We will handle complaints fairly based on facts and published policy rules, without favoritism.

We collect service interaction records for internal service quality improvement. We regularly review customer message content, reply quality and case handling result to find weak points in our product, logistics and customer service work, and carry out training for support team to improve service level. All message records are protected according to Privacy Policy, and will not be shared with third parties except authorized service providers who help us operate customer service system. We will not use your message content for unrelated marketing purposes without your consent.

You have obligations when using our customer service. You must provide truthful and accurate information when submitting inquiry, return request or complaint. You cannot fabricate false evidence, make false statement or lie about product and parcel condition to obtain refund or compensation that you do not qualify for. False statement and fake evidence will lead to rejection of your application, and we reserve right to restrict your future access to website services if fraudulent behavior is confirmed. You need to cooperate with support team’s reasonable request for supplementary information and evidence submission, if you want us to proceed with your case.

All customer service related communications are recorded in English. Our support team provides service in English language only. We cannot guarantee accurate translation support for other languages. You should submit your inquiry in English to avoid misunderstanding caused by machine translation error. We will try our best to understand your description, but miscommunication risk increases if messages are written in other languages.

If you have questions about how to use Contact page, or encounter technical issue when submitting message form, you can describe the technical problem in detail in message content, and our team will assist you to solve form submission issue. This Customer Service Policy applies to all interactions between users and our customer support system. If any clause of this policy conflicts with applicable mandatory law, that clause will be adjusted to comply with law requirement, while remaining clauses remain valid and enforceable.