Customer Service Policy

Welcome to our official retail platform. This customer service policy outlines unified service standards, user support rules, service scope and customer communication guidelines for all users browsing, purchasing and using services on our website, aiming to deliver consistent, friendly and standardized shopping support for every global customer, and build smooth and worry-free pre-purchase, in-order and post-purchase service experience for all shoppers.
All customer consultation, service application and feedback submission channels are uniformly arranged on the Contact Us page of the website. We do not provide any third-party social media private message support, offline telephone hotline or third-party platform customer service docking services. All questions involving product feature consultation, product parameter inquiry, order status check, logistics progress query, service rule confirmation, operation guidance and use tutorial acquisition need to be submitted through the fixed entrance on the Contact Us page. Our customer service team will process all user service requests in unified working order, follow unified service response standards, and provide accurate, targeted and polite reply content for every submitted ticket.
Our customer service covers full-cycle shopping support for all orders and website services. Pre-sale service includes product function introduction, product applicable crowd explanation, product use scene guidance, commodity matching suggestion and website shopping rule explanation. In-order service covers order modification reminder, order information verification, order parameter correction and order arrangement notice. After-sales service includes return process guidance, refund progress inquiry, order problem handling, product use problem troubleshooting and after-sales rule interpretation. Our team maintains unified service tone and service process for all global customers without regional difference, user level difference and order amount difference.
We adhere to customer-oriented humanized service principles in all service processing links. All service replies avoid rigid mechanical template replies, and combine product characteristics and user actual demands to provide targeted solutions. For repeated user consultation and demand feedback, our team will record user demands systematically to optimize subsequent service efficiency and user shopping experience. We accept reasonable user suggestions on website page display, product classification, service process and shopping experience, and optimize internal operation and service links regularly based on effective user feedback.
All order related service processing will be bound with user order number and registered account information. Users need to provide corresponding order information and account verification content when applying for after-sales service, order query and problem handling, to ensure account and order information security. We refuse to handle any service demands without effective order verification information, so as to protect order data and user shopping rights of all formal purchasers.
We formulate unified service acceptance scope and non-service scope to standardize daily customer service work. Our customer service team only provides service support for products sold on this website, website function use, order logistics, return and refund, platform shopping rules. We do not provide offline product maintenance, third-party commodity after-sales docking, non-platform order problem handling and customized private service beyond website public service rules. Meanwhile, we resist uncivilized communication, malicious harassment and abusive feedback in the service communication process, and have the right to suspend service reply for users who violate civilized communication norms.
Our customer service team cooperates with website after-sales, warehouse and logistics teams synchronously to link up all order processing links. For user problems involving warehouse shipment, logistics transportation, return warehouse receiving and fund refund, customer service will coordinate internal departments to track progress synchronously and feed back unified progress information to users in a timely manner, reducing user operation cost and communication cost in the whole shopping process. All service work complies with website unified operation rules and platform public policies, without private commitment, private rule modification and extra verbal service promise beyond official written policies.