Customer Service Policy

1. Service Channels & Response Time

• Available Channels: You can reach our customer service team via email and in-site live chat. All contact details are listed at the bottom of our website.
• Response Time: We strive to respond to all inquiries within 24 business hours on weekdays (Monday–Friday). For messages sent on weekends or public holidays, we will reply on the next business day.
• Language Support: Our customer service is available in English to cater to the needs of our global customers, especially those in the United States.

2. Order-Related Support

2.1 Order Status Inquiry & Tracking

• Once your order is shipped, a confirmation email with a tracking number will be sent to your registered email address. You can track the delivery status directly via the logistics link in the email.
• If you do not receive the shipping confirmation within 3 business days after payment, or if the tracking information is not updated within 2 business days of shipment, contact our customer service for assistance.

2.2 Order Modification & Cancellation

• Order Modification: You can request to modify your order information (e.g., shipping address, contact number) within 2 hours of placing the order, provided that the order has not been processed for shipment.
• Order Cancellation: Cancellation requests are accepted only before the order is dispatched. Once the package is shipped, we cannot cancel the order. You may follow our Refund Policy to initiate a return after receiving the item.

3. Return & Refund Support

• To initiate a return, you must first contact our customer service to obtain a Return Merchandise Authorization (RMA) number and the official return address. Returns without an RMA number will not be accepted.
• We will guide you through the return process step by step, including packaging requirements and shipping notes. For returns due to product defects or order errors, we will cover the return shipping costs; for personal reasons (e.g., change of mind), the customer is responsible for return shipping fees.
• After receiving and inspecting your returned package, we will process your refund within 5–10 business days in USD, regardless of your original payment currency. We will notify you via email once the refund is initiated.

4. Product Quality & After-Sales Guarantee

• If you receive a damaged, defective, or incorrect item, please contact our customer service within 7 days of delivery and provide clear photos or videos as proof. We will offer solutions such as free replacement, full refund, or reshipment at no extra cost.
• For product usage questions (e.g., application tips, ingredient inquiries), our customer service team will provide detailed and accurate answers to help you get the most out of your purchase.

5. Service Limitations

• Our customer service team does not handle issues related to third-party payment delays, logistics carrier service disruptions, or delivery delays caused by incorrect shipping information provided by the customer.
• We reserve the right to refuse unreasonable service requests, including repeated returns of non-defective items, false claims of product defects, and requests that violate our Return Policy.