Customer Service Policy

This Customer Service Policy outlines the complete set of service standards, support principles, shopping guarantees, and after-sales regulations that govern all customer interactions on our platform. Designed to deliver a transparent, reliable, and customer-focused shopping experience, this policy applies to every visitor and customer who browses products, places orders, and uses any service on our website. Our core service principle is to provide consistent, thoughtful, and professional support for all users, eliminate shopping uncertainties, and ensure every transaction is secure, convenient, and satisfying. All service rules are formulated in strict accordance with standardized cross-border e-commerce service specifications and are fully adapted to the shopping habits and consumption needs of American users.

2. Consultation and Communication Service Rules

To ensure smooth and effective communication between the platform and users, we have established a unified and standardized customer consultation channel. All customers who have product consultation, order questions, logistics inquiries, after-sales demands, service suggestions, and other related needs can contact our professional customer service team through the dedicated Contact Us page on the website. This unified communication channel covers all business scenarios of the platform, realizing one-stop solution for all user demands.
Our customer service team has received professional standardized training, with skilled product knowledge, standardized service etiquette, and rich experience in cross-border e-commerce service processing. All consultation replies follow the principles of truthfulness, accuracy, and detail. We will truthfully answer customers’ questions about product parameters, material characteristics, usage methods, applicable scenarios, discount rules, shipping policies, and after-sales regulations, and will not exaggerate product effects or conceal platform rules, ensuring that every customer can make shopping decisions with full information.
We fully respect every user’s communication demands and feedback opinions. Whether it is positive praise, reasonable suggestions, or service complaints, we will treat it with a sincere attitude and conduct targeted sorting, verification, and optimization. User feedback is an important driving force for our continuous improvement of products and services. We will continuously adjust service details and optimize the shopping experience according to real user needs.

3. Order Processing Service Standards

In order to ensure the efficiency and stability of customer orders, we have formulated unified standardized order processing procedures for all platform orders. After the customer successfully places and pays for an order, our backend team will complete order review, confirmation, and warehousing scheduling in the shortest time. All valid orders will be processed and shipped within 1 to 3 working days to avoid long waiting caused by delayed processing.
During the order processing period, we will strictly check product quality, packaging integrity, and order information accuracy to ensure that the shipped goods are consistent with the customer’s purchase selection, with no wrong goods, missing parts, or defective products. We adopt standardized packaging standards for all products to effectively protect the goods from extrusion, damage, and moisture during cross-border transportation and maximize the integrity of product delivery.
All orders on the platform implement a unified United States Dollar (USD) settlement standard. The product price displayed on the page is the final settlement price, with no hidden fees, service surcharges, or additional handling fees. The platform’s pricing and settlement system is highly transparent, ensuring that customers can clearly understand all consumption details and effectively avoid extra consumption costs caused by currency conversion and rule ambiguity.

4. Logistics and Delivery Service Commitment

We provide all customers with inclusive and worry-free global logistics services, which is one of our core customer service advantages. The platform implements a full-site free shipping policy for all orders, with no minimum purchase limit. All customers can enjoy free global delivery services regardless of the order amount, effectively reducing users’ shopping costs.
In addition to free shipping, we fully undertake all tariff costs, customs duties, and cross-border processing fees incurred during international transportation. All possible extra fees in the cross-border logistics process are fully borne by the platform, and customers do not need to pay any additional fees during the whole process from order placement to goods receipt. This one-stop inclusive logistics policy completely eliminates the common hidden cost problems of traditional cross-border shopping, bringing users a real zero-additional-cost shopping experience.
In terms of delivery timeliness, we rely on mature global logistics cooperative resources to provide stable and predictable delivery cycles for all orders. After the order is shipped, the conventional delivery time is 6 to 12 working days. Affected by international logistics routes, customs clearance efficiency and regional transportation differences, individual orders may have slight fluctuations, but we will always maintain real-time monitoring of logistics information and actively follow up on abnormal orders to ensure that customers can receive the goods within a reasonable cycle.
We provide standardized logistics tracking services. Customers can check the real-time transportation progress of orders through the official channel. For orders with logistics delays, abnormal updates, or lost risks, our customer service team will actively verify, follow up and solve problems for users, and try our best to protect customers’ order rights and interests.

5. Return and Refund Service Regulations

In order to fully protect consumers’ shopping rights and interests and reduce users’ shopping risks, we have formulated a humanized and industry-leading after-sales return and refund service policy. The platform supports a 60-day return window for all products. Customers can initiate return applications within the valid return cycle after receiving the goods for any reason such as personal preference mismatch, inappropriate use scene, or product quality problems.
Our return process is simple, transparent, and efficient, with no complicated audit procedures and unreasonable threshold restrictions. Customers only need to initiate a return request through the official channel and complete the return operation in accordance with standardized prompts. We will provide professional guidance throughout the process to help customers complete the return process smoothly.
After we receive and verify the returned goods to confirm that they meet the return conditions, the platform will complete the refund processing within 5 to 10 working days. All refund funds will be returned in accordance with the original payment path, and the refund amount is calculated based on the actual payment amount of the customer, ensuring that users’ fund rights and interests are fully guaranteed. We strictly abide by the refund time standard to avoid long-term fund occupation and bring users a reassuring after-sales experience.
We always maintain a fair and rigorous attitude in after-sales processing. For quality problems, logistics damage, and platform responsibility problems, we will take the initiative to bear the corresponding responsibilities and properly solve user demands; for personal reason returns, we will also provide standardized and thoughtful service support to ensure that every after-sales demand can be properly responded to and solved.

6. Discount and Value Service Guarantee

We have always adhered to the high-cost-performance service concept, and continuously provide users with high-value discount services. All products on the platform support exclusive high discounts all year round, with the highest discount up to 70% off. All discount activities are open and transparent, with no false original price marking, no hidden discount restrictions, and no pre-sale price increase behavior.
We are committed to allowing every customer to buy high-quality, reliable daily products at ultra-low prices. While ensuring product quality, we continuously optimize the supply chain and operating costs, transfer all preferential space to users, and let every shopping of customers get real cost savings and value returns. All discount rules are displayed on the product page in real time, which is convenient for users to check and understand at any time.

7. User Rights and Interests Protection Rules

We attach great importance to the protection of every user’s legitimate shopping rights and interests, and have established a complete user rights protection mechanism in all service links. In the process of pre-sales consultation, order placement, logistics delivery, and after-sales processing, we always take the initiative to assume platform responsibilities and avoid user losses caused by service problems.
For order errors, product quality problems, logistics damage, and other abnormal situations caused by our platform’s operating reasons, we will actively negotiate and solve problems for users, and provide reasonable solutions such as re-delivery, replacement, or refund according to the actual situation, so as to minimize user losses.
At the same time, we strictly protect user privacy and order information. All user registration information, order data, and consumption records will be kept confidentially in accordance with standardized specifications, and will not be leaked, sold, or illegally used in any form, ensuring the safety of user personal information and shopping data.

8. Service Upgrade and Iteration Mechanism

Customer service is a dynamic optimization process. We will always listen to user voices, continuously summarize service problems and user demands in the operation process, and regularly optimize and upgrade customer service processes, service standards, and service details. Whether it is consultation response efficiency, logistics service experience, after-sales processing speed, or product discount mechanism, we will continuously iterate and improve according to market changes and user feedback.
We take every user’s shopping experience seriously, regard user satisfaction as the only evaluation standard of service quality, and strive to eliminate service pain points, optimize shopping details, and create a more convenient, transparent, reassuring, and humane one-stop online shopping service system for American users.

9. Policy Explanation and Update Statement

This Customer Service Policy is applicable to all services and transaction behaviors of the platform. We reserve the right to adjust and optimize the service policy according to business development and market standardized requirements. All updated service rules will be displayed on the official website in real time, and the updated policy will take effect immediately after publication. Users’ continued use of the platform’s shopping and service functions will be deemed as recognition and acceptance of the latest Customer Service Policy.

 

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