Customer Service Policy

We strive to provide professional, friendly, and efficient customer service for all users and shoppers. This Customer Service Policy outlines our service standards, support scope, and customer rights to ensure every shopping experience is reliable, transparent, and satisfying.

Service Principles

We adhere to customer-oriented service principles for all pre-sale, in-sale, and after-sale consultations. Our support team is committed to answering inquiries truthfully, resolving issues efficiently, and providing equal and respectful service to every global customer. We focus on solving user doubts and safeguarding legitimate shopping rights for all visitors and buyers.

Support Contact Channel

All customer service consultations, including product inquiries, order issues, shipping questions, return and refund applications, and policy verification, are processed exclusively through the contact form on our Contact page. We do not support offline contact or third-party private channels for service processing. Please submit your questions and valid order information through the official channel to ensure accurate and timely replies.

Service Response Standard

Our customer service team reviews and processes user inquiries during working hours. We aim to provide clear, detailed, and problem-solving replies for all submitted messages. To ensure accurate processing, please attach complete order information and a clear description of your problem when submitting a consultation.

Pre-Sale Service Scope

We provide comprehensive pre-sale support covering product ingredient information, flavor features, dietary adaptation, product specifications, shipping rules, tariff policies, and ongoing store activities. We help customers fully understand product and service details to make suitable purchase decisions. All store preferential rules and free shipping benefits are automatically applied to eligible orders with no hidden thresholds.

Order & Shipping After-Sales Service

All orders will be processed and dispatched within 1 to 3 business days after payment confirmation, with standard delivery taking 6 to 12 business days for most global regions. We fully cover all international shipping fees and applicable customs duties, with no additional charges required from customers. For abnormal logistics situations such as delayed transportation and package tracking exceptions, customers can submit inquiries via the Contact page, and we will assist in checking and resolving logistics issues.

Return & Refund Service Standard

We support customer returns within 60 days after receiving products. After returned items are received, inspected and verified to meet return conditions, refunds will be completed within 5 to 10 business days and returned to the original payment account. Throughout the return and refund process, customers do not need to bear any additional fees. We will strictly implement return and refund rules to protect customer consumption rights.

Service Commitment

We promise to provide standardized, transparent, and humane customer services. We will not arbitrarily reject legitimate customer requests, conceal service rules, or charge any unstated fees. All service contents comply with the official policies published on the website. If you encounter unprofessional service responses or unresolved problems, please submit feedback through our official contact channel, and we will follow up and optimize accordingly.

Policy Update

We reserve the right to adjust and update this Customer Service Policy according to business and service optimization needs. The updated policy will take effect immediately after being published on the website. Continued use of our website and services constitutes recognition and acceptance of the latest policy terms.