Support Policy

1. Scope of Service

The technical support and services covered in this agreement include:

* Website Platform Access: Ensuring the stable operation of the online store website 24/7, providing an accessible online shopping environment.

* Shopping Process Assistance: Providing guidance for issues encountered during the shopping process, such as browsing products, adding items to the cart, placing orders, and making payments.

* Account and Password Services: Assisting with account login anomalies, password retrieval, and other issues.

* Order Status Inquiry: Helping you check order status and logistics information.

* Basic Troubleshooting: Providing preliminary troubleshooting and guidance for common technical issues encountered while using the website (such as page loading failures, display errors, etc.).

* Payment Issue Consultation: Providing consultation on payment failures, duplicate charges, and other questions, and assisting in contacting payment channels for resolution.

2. Service Commitment

* Service Hours:

* Online Customer Service/Message: Weekdays 09:00 - 18:00 (e.g., Monday to Friday).

* Customer Service Email: We will reply within 1 business day.

Emergency Technical Issues: For major issues causing website inaccessibility or transaction disruptions, we offer a 24/7 emergency response channel.

Response Time: During business hours, we aim to respond to your initial inquiry within 30 minutes.

Inquiries outside of business hours will be prioritized for processing on the next business day.

3. Service Methods: You can contact us for support through any of the following methods:

Online Customer Service: Please prioritize using the 【Online Customer Service】 or 【Contact Us】 forms on the website.

Customer Service Email: Send an email to [email protected].

Help Center: Visit our 【Help Center】 or 【FAQ】 page, where you can find immediate answers to many common questions.

4. User Responsibility and Collaboration: To enable us to resolve your issues more efficiently, please:

Provide Accurate Information: When contacting customer service, please provide your order number, account name, and a description of the problem (preferably with screenshots).

Network Environment Self-Check: Please first ensure your network connection is normal and try clearing your browser cache or using a different browser.

Please adhere to our service standards: Maintain courteous communication with our customer service staff. We reserve the right to terminate support for any user who engages in insulting, defamatory, or abusive behavior.

5. Disclaimer

The following situations may be beyond our support scope, and we are not liable for them:

Problems caused by your device, network environment, or improper operation.

Service interruptions caused by force majeure (such as hacker attacks, telecommunications operator problems, government regulations, natural disasters, etc.).

Problems arising from third-party services not directly operated by this online store (such as payment platforms, logistics companies), although we will do our best to assist you in communicating with the third party.

Losses incurred by you through unauthorized channels (such as unverified social media, personal accounts) when obtaining information or conducting transactions.

Agreement Update: We reserve the right to update this agreement based on business developments. Updates will take effect upon publication on this page.

Effective Date: August 27, 2025