Customer Service Policy

This Customer Service Policy defines all official customer support rules for website visitors and purchasers. All service-related communications, financial verifications and dispute resolutions are settled in US dollars. All support requests must be submitted through the dedicated contact page on this website; no informal communication channels are monitored for service inquiries.

Scope of Supported Inquiries

Our customer service team provides assistance covering all pre-purchase and post-purchase scenarios. Pre-purchase support includes product ingredient verification, packaging specification confirmation, global delivery coverage and duty-related consultation. Post-purchase support covers order status tracking, shipping address adjustment, return eligibility judgment and refund progress follow-up. We do not provide consulting for third-party websites, unrelated household goods or non-order-related personal demands.

Official Inquiry Submission Rules

All service requests require complete order reference numbers and verified customer contact information for identity matching. Anonymous inquiries that cannot be matched with valid user identities will not be processed. Once submitted, inquiry content cannot be modified directly; users need to create a new request for supplementary information.

Order Modification & Cancellation Support

Order cancellation and information modification requests are only acceptable before warehouse dispatch. After parcel outbound, no manual modification or cancellation can be implemented due to cross-border logistics system restrictions. For special logistics exceptions caused by carrier errors, our team will coordinate with logistics providers to follow up solutions on behalf of customers.

Customer Complaint & Dispute Resolution

If customers have disputes over product quality, logistics charges or refund results, formal complaints can be filed via the contact page. Our team will conduct cross-verification combining order records, logistics proofs and product inspection results. All dispute resolutions are implemented in accordance with the published shipping policy, refund policy and privacy policy, with no off-policy verbal commitments.

Service Limitations

We cannot intervene in delays caused by uncontrollable external factors, including local customs random inspections, regional natural disasters, carrier schedule adjustments and local regulatory restrictions. We will provide real-time status updates for such passive delays but bear no compensatory liabilities beyond published policy terms.

Policy Alignment & Updates

This policy is coordinated with all other website legal policies. Any revisions will be posted directly on this page without separate user notifications. Continuous use of website customer service functions after updates represents automatic acceptance of revised clauses.