Customer Service Policy

Our customer service team provides full lifecycle support for all orders placed on the official website, covering pre-order and post-order service boundaries. For pre-order demands, staff handle product specification consultation and real-time inventory verification; for post-order scenarios, we support shipping address revisions, parcel tracking, quality complaint resolution, return eligibility reviews and refund progress inquiries. All support only applies to goods purchased directly via our official site, and we decline service requests for inventory acquired from third-party social platforms, auction portals or unauthorized affiliate resellers.

We offer three official customer service channels with unified response protocols, excluding telephone support for all global users. The built-in website FAQ chatbot operates 24/7 to deliver instant automated replies for routine questions including shipping cycles, return windows and USD-only settlement rules. For detailed personalized inquiries submitted via site support tickets or dedicated service emails, response times follow internal priority rules: general routine inquiries receive formal written feedback within 12 business hours, while quality defect and transit delay emergency inquiries receive responses within 6 business hours.

All order modification requests including shipping address updates, quantity adjustments and product variant swaps carry strict time limitations aligned with our 1-3 business day processing window. Customers can submit valid modification applications only within 24 hours after full USD payment confirmation via official support tickets. Once warehouse picking, packaging or carrier handover commences within the standard processing period, all modification requests will be automatically rejected with no discretionary exceptions for any customer region.

We maintain a three-tier internal complaint escalation workflow without numbered stage labels to resolve customer disputes. Frontline support agents first attempt resolution within standard response deadlines. If customers reject frontline resolutions, cases will be automatically escalated to senior supervisors for secondary review and resolution within 24 business hours. For high-value order disputes exceeding $200 USD that remain unresolved after secondary review, cases are forwarded to the cross-functional operations team for final binding judgement within 48 business hours. All complaint dialogue and resolution records are encrypted and stored on internal servers for 24 months to meet global compliance audit requirements.

Our customer service team holds clear service exclusion boundaries that apply universally across all global territories. We refuse requests for off-manual product usage guidance, compensation claims stemming from improper consumer operation such as overloading sewage pipes with excessive flushable wipes, and custom delivery schedule adjustments outside the fixed 6-12 day global delivery window. Additionally, we only provide English-language official support and do not offer free third-party language interpretation for non-English customer inquiries.

$9.44; ~~$31.47~~; $9.44
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