Customer Service Policy

This Customer Service Policy outlines the standards and procedures we follow to provide timely, professional, and helpful support to all users of our website and services. Our goal is to ensure your shopping experience is smooth, worry-free, and satisfactory. By using our website, placing an order, or contacting our customer service team, you acknowledge and agree to the terms outlined in this policy. All transactions on our website are settled in US Dollars (USD), and our customer service team will assist with any issues related to payments, orders, and more.

1. Service Mission

We are committed to putting our customers first. Every interaction with our customer service team is guided by three core principles: respect, transparency, and efficiency. We strive to listen to your needs, resolve your concerns fairly, and provide clear communication throughout the entire process—whether you have a question about an order, need help with a return, or want to learn more about our products.

2. Scope of Customer Service

Our customer service team is here to assist you with a wide range of inquiries and issues, including but not limited to:
  • Order-related questions: Order status, order modification/cancellation, order confirmation, and order history;
  • Shipping and delivery support: Shipment tracking, delivery delays, undeliverable packages, and free shipping policy clarification;
  • Return and refund assistance: Refund eligibility, return process guidance, refund status checks, and resolution of refund disputes;
  • Product information: Details about product ingredients, usage instructions, product compatibility, and product availability;
  • Account support: Account creation, login issues, password resets, and account information updates;
  • Payment-related help: Payment confirmation, payment failure troubleshooting, and billing inquiries;
  • Feedback and complaints: Processing your suggestions, comments, and complaints to improve our services and products.

3. Service Response Time

We understand the importance of timely support and strive to respond to all inquiries as quickly as possible. Our standard response timeframes are as follows:
  • General inquiries (order status, product questions, etc.): We will respond within 2-3 business days after receiving your request;
  • Urgent issues (delivery delays, payment failures, etc.): We will prioritize your request and respond within 1 business day;
  • Return and refund requests: We will review your request and provide a response (including return authorization if applicable) within 2-3 business days;
  • Complaints and complex issues: We will acknowledge your complaint within 1 business day and provide a detailed resolution or update within 3-5 business days.
Business days exclude weekends and public holidays. Response times may be slightly extended during peak shopping periods, but we will make every effort to keep you informed of any delays.

4. Service Procedures for Key Scenarios

4.1 Order Inquiries & Modifications

If you need to check your order status, please provide your order number and registered email address when contacting us. We will verify your identity and share the latest order information (e.g., processing status, shipping status, estimated delivery time).
Order modifications (e.g., shipping address changes, product substitutions) or cancellations can only be processed if your order has not yet been shipped. Once an order is shipped, we cannot modify or cancel it. Please contact us as soon as possible if you need to make changes to your order.

4.2 Shipping & Delivery Support

We process and ship orders within 1-3 business days, with an estimated delivery time of 6-12 business days after shipment. If your order is delayed beyond the estimated delivery time, please contact us with your order number and tracking number (if available). We will investigate the issue with our logistics partners and provide you with an update and solution (e.g., reshipment, refund) within a reasonable timeframe.
For undeliverable packages (e.g., incorrect address, refused delivery), we will contact you within 3 business days after receiving the returned package to confirm your preferences (reshipment or refund).

4.3 Return & Refund Assistance

We offer a 60-day return policy and process refunds within 5-10 business days after inspecting returned items. If you wish to initiate a return or check your refund status, please contact us with your order number, reason for return, and proof of purchase. Our team will guide you through the return process, including providing return instructions and a return authorization (RA) number if applicable.
All eligible return shipping costs are borne by us. We will notify you once your returned item is received and inspected, and update you on the refund progress.

4.4 Product & Payment Issues

For product-related questions (e.g., ingredients, usage), our team will provide accurate and detailed information to help you make informed decisions. If you receive a defective or damaged product, please contact us within 7 days of delivery with photos of the product and packaging. We will arrange for a replacement or full refund at no cost to you.
For payment issues (e.g., payment failure, duplicate charges), please provide your order number, payment amount, and payment date. We will work with our payment processors to resolve the issue and notify you of the outcome promptly.

5. Service Channels

The primary way to contact our customer service team is through the "Contact Us" page on our website. This page provides the most direct and efficient channel for submitting your inquiries, and our team will respond to you through the contact information you provide (e.g., email, phone).
We do not provide customer service through social media or other third-party platforms. All inquiries must be submitted through the "Contact Us" page to ensure we can properly track and resolve your issue.

6. Service Commitments & Limitations

We are committed to providing high-quality customer service, but we reserve the right to decline unreasonable requests (e.g., repeated returns of non-eligible items, fraudulent claims). We also cannot be held responsible for delays or issues caused by factors beyond our control (e.g., natural disasters, logistics company errors, customs delays).
We will treat all customers fairly and impartially, and our customer service team will not discriminate against any user based on race, gender, age, nationality, or any other protected characteristic.

7. Service Improvement

We value your feedback and use it to continuously improve our customer service. After resolving your issue, we may send a short survey to gather your opinions about your experience with our customer service team. Your feedback helps us identify areas for improvement and ensure we continue to meet your needs.

8. Final Notes

We may update this Customer Service Policy from time to time to reflect changes in our services or customer needs. Any updates will be posted on this page, and your continued use of our website or services after the updates take effect will constitute your acceptance of the revised policy.
If you have any questions or concerns about this policy or need assistance, please visit the "Contact Us" page to get in touch with our customer service team. We are here to help and look forward to serving you.