Customer Service Policy

This customer service policy defines service scope, consultation channel, working principle, problem‑handling process and service restriction standard for all users shopping on our website. Our customer service team is committed to providing fair, efficient and polite support for every customer. All users who visit our store and place orders can enjoy customer‑service support within service scope. By using our customer‑service channel, you agree to abide by all clauses of this policy. This policy covers service scope, consultation processing flow, response reference time, service‑unavailable situation and user‑side code of conduct.

Scope Of Customer Service Support Our customer service team can provide support for multiple kinds of order‑related and website‑related problems. We can answer questions about commodity parameter, product usage, webpage operation, order placing process and promotional rule explanation. We help users check order status, confirm dispatching progress and inquire logistics tracking‑related questions. Our team accepts return‑and‑refund application submission guidance, tracks refund processing progress and replies to questions about return policy. We handle abnormal‑order feedback including goods receiving discrepancy, package damage and other after‑sales problems. We accept user suggestions for product selection and website experience optimization. However, our customer service cannot provide non‑platform‑related professional consultation outside our service scope. We cannot give professional guidance for specialized industry technical problems irrelevant to our sold goods. We cannot handle disputes that have nothing to do with orders generated on our website.

Reference Response Time For Customer Consultation Our customer service team processes user messages during normal working hours. We strive to give preliminary reply to your consultation within 24 business hours after receiving your message. Business hours exclude weekends and official holidays. When encountering large‑scale promotion event with massive customer consultation volume, response time may be appropriately extended. We will process user questions in the order of receiving messages. Sending repeated same‑content messages continuously will not speed up processing progress, and it will increase system message burden instead. When you submit consultation, please provide complete and accurate information including order number, specific problem description and related situation explanation. Complete information helps our staff locate your problem quickly and give targeted reply. Incomplete information will lead to extra communication back‑and‑forth and prolong problem‑solving cycle.

Standard Problem‑Handling Workflow When you submit a consultation or complaint, our service workflow follows fixed steps. First step: our team receives your message and sorts out your core demand according to the content you provide. Second step: verify relevant order information, logistics record and system background data. For complicated problems which need to coordinate with logistics team or warehouse department, we will launch internal cross‑department verification. Third step: feed back verification result and feasible solution to you. Fourth step: follow‑up until the problem gets closed. For simple questions such as order status inquiry, we can give reply in one round. For complex after‑sales disputes that need multi‑party confirmation, the whole processing cycle will be extended appropriately. During processing period, please wait patiently for our reply. If you have new supplementary information, you can add it in the original conversation thread, do not open multiple new consultation tickets for one single problem.

Service Restrictions And Non‑processable Situations There are some situations where customer service cannot meet your demand. We cannot change the objective rules stipulated in our public policies including return window, shipping cycle and refund‑processing cycle. Customer service staff have no authority to break published policy clauses to give individual‑specialized treatment. We cannot intervene in the fund transfer efficiency of third‑party payment institutions. We cannot force logistics carriers to complete accelerated delivery, we can only assist you to make inquiry and feedback. If your demand violates public policy clause, legal stipulation or moral norm, our team has the right to reject such request. Malicious repeated submission of false‑information complaint, deliberately fabricating loss facts to seek improper compensation will not be supported. For problems caused by users’ own mis‑operation, wrong information filling or subjective expectation deviation beyond product actual performance, we can only give explanation, and cannot bear corresponding compensation responsibility.

User Code Of Conduct During Customer‑Service Communication In the process of communicating with our customer‑service team, users should maintain polite and rational communication manner. Verbal abuse, threatening words, insulting expression and malicious harassment towards service staff are not allowed. We respect every customer’s reasonable demand, meanwhile we require users to respect the work of service personnel. If the communication content contains abusive, threatening or obscene information, we reserve the right to terminate the conversation. Repeatedly sending massive invalid messages to disturb normal service work may lead to restriction of your consultation channel. When you put forward demands, please describe facts objectively, avoid exaggerating loss or fabricating false facts. Providing true‑and‑effective order‑related information is the premise for us to serve you well. Rational communication is beneficial for accelerating problem solving.

Feedback And Suggestion Mechanism We welcome every customer’s objective feedback and reasonable suggestion. You can put forward your opinion about product quality, logistics experience, website function and customer‑service performance through our consultation channel. We will record valuable suggestions and feed them back to relevant operation department for reference of subsequent optimization. We cannot promise to realize every suggestion, but every piece of valid feedback will be taken into consideration in our follow‑up business adjustment. If you are dissatisfied with the processing result of a certain service case, you can put forward further appeal within the scope of public policy, and we will carry out secondary review for your case according to our formal rules. This customer service policy may be revised along with business development. Updated clauses will be displayed on the corresponding page of website, and continued use of our service represents your recognition of revised content.