Q1: How do I place an order on the website? A: Browse the product catalog, add items to your cart, and proceed to checkout; payments can be securely completed via PayPal. Once payment is successful, the system will automatically send an order confirmation email.
Q2: Can I change the shipping address after payment? A: Please contact customer service immediately if you need to change the address. The address can be updated before the package ships; however, once the goods have been dispatched, we cannot guarantee the change can be made.
Q3: Why did my payment fail? A: Payment failures may be caused by bank card limits, network instability, or security verification checks by the payment provider. You can try again or use a different PayPal account to complete the payment.
Shipping & Tracking
Q4: How soon will my order be shipped? A: We require 2–5 business days for quality inspection and packaging, depending on stock availability. We will notify you immediately if there are any production delays.
Q5: Where can I track my shipment? A: Once the warehouse ships the order, we will email you the tracking number and a tracking link so you can monitor your package's status online at any time.
Q6: What happens if the package is lost during transit? A: Please contact us as soon as possible. We will coordinate with the carrier to investigate and provide an appropriate solution based on the investigation results.
Product Information
Q7: Are all products in stock? A: Most products are kept in stock, though some popular items may occasionally go out of stock. If an item you purchased is unavailable, we will contact you to discuss a solution.
Q8: What should I do if the product arrives damaged? A: Please take clear photos or videos of the product and its outer packaging within 48 hours of delivery and email them to our customer service team. Once verified, we will arrange for a replacement or a refund.
Returns & Refunds
Q9: What are the conditions for returns? A: Items must be unused and in their original, intact packaging; return requests must be made within 30 days of delivery. Customized products are not eligible for "no-reason" returns.
Q10: How long does it take to receive a refund? A: Once we receive and verify the returned goods, we will process the refund within 3–7 business days. The time it takes for funds to appear in your account depends on your payment provider.
Customer Service & Business Cooperation Q11: What are the customer service hours? A: Our customer service team is available Monday through Friday, 9:00 AM – 6:00 PM (Beijing Time); emails will be answered within 24 business hours.
Q12: Do you support wholesale orders? A: Yes, we support wholesale and bulk orders. Please send your purchasing requirements to our official email address, and our sales team will provide a quote and terms of cooperation.
Q13: How do you protect my personal information? A: Our website uses SSL encryption. We do not sell, rent, or disclose customer personal information to third parties, and our data protection practices adhere to international privacy standards.
