Customer Service Policy

This customer service policy defines official service standards for all user interactions on our website. All site transactions are processed solely in US dollars. By using our website and submitting service requests, you agree to abide by all service terms below.

Official Service Channel

The only authorized customer service channel is the dedicated contact entry on our contact page. We do not provide service support through third-party social media platforms, private message tools or external personal email addresses. All valid requests will only be recorded and processed via this official channel.
We will not initiate active outreach to users through unapproved third-party channels for order modification, payment confirmation or after-sales handling.

Pre-Purchase Consultation Service

Our customer service team provides standardized pre-purchase support covering product parameter verification, material specification inquiry, usage scenario matching, shipping rule confirmation and discount policy explanation. All consultation replies are based on public website terms and official product descriptions, with no verbal out-of-site commitments.
For outdoor gear matching suggestions, the team will offer objective guidance based on common outdoor usage habits, without forced purchase recommendations.

In-Order Exception Handling

Service requests for in-order issues include shipping address adjustment, order information correction, combined order inquiry and payment failure troubleshooting. All adjustment requests can only be accepted before formal order shipment. Once parcels enter cross-border logistics transit, no further order modification is available due to logistics system restrictions.
For payment authorization failures or duplicate payment deductions, users can submit payment vouchers via the contact page, and the team will coordinate with payment providers to resolve anomalies.

Post-Purchase After-Sales Support

Post-purchase service scope covers parcel tracking inquiry, customs clearance progress consultation, defective product feedback, return and refund application guidance, and delivery exception coordination. All after-sales processing will strictly follow the established shipping policy and refund & return policy published on the website.
For transit damaged or lost parcels, our team will coordinate with cross-border logistics carriers to verify liability and push forward compensation solutions in accordance with shipping regulations.

Service Response Standard

All valid service requests submitted through the official contact channel will receive standardized responses within conventional service working cycles. Response time may extend slightly during non-working periods or regional public holidays, but every submitted request will receive formal resolution feedback eventually.

User Complaint & Feedback

Users may submit complaints about service attitude, processing efficiency or rule execution through the official contact page. All complaints will be reviewed independently, and corrective adjustments will be made for verified service deviations. We prohibit abusive, harassing or threatening language in service communications, and reserve the right to suspend service for users violating communication etiquette.

Service Exclusion Statement

Our customer service team is not responsible for issues caused by user operational errors, including incorrect address filling, independent payment operation mistakes, unauthorized third-party order forwarding, and improper product use beyond official usage guidelines.

 

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