Customer Service Policy

Support Channel Availability

Our customer support team is available 7 days a week to assist with all inquiries related to orders, products, returns, and general platform questions. Support is offered exclusively via our authorized reseller online ticket system, accessible through your account dashboard or the contact portal on our website. We do not offer phone support at this time to ensure all inquiries are documented and resolved efficiently.

Inquiry Response Commitments

We aim to respond to all general inquiries within 24 hours of submission, and to order-specific urgent issues (such as missing packages or damaged deliveries) within 4 business hours. All responses are sent directly to the email address linked to your account, and you can track the status of your inquiry in real time via your support ticket dashboard.

Issue Resolution Framework

Our support team follows a standardized resolution framework to ensure fair, timely outcomes for all customers. For order issues, we prioritize quick fixes such as re-shipping lost items or processing immediate refunds for damaged goods. For complex inquiries, we will assign a dedicated specialist to your case and provide regular updates until the issue is fully resolved.

Order Modification & Cancellation

You may request to modify or cancel your order free of charge within 1 hour of placing it, as long as it has not yet entered the processing stage. Once an order moves to the 1–3 day processing window, modifications or cancellations are no longer possible, as the order is already being prepared for shipment. All modification requests must be submitted via a support ticket.

Escalation & Feedback Process

If you are not satisfied with the initial resolution provided by our support team, you may request to escalate your inquiry to a senior support manager. Escalated cases are reviewed within 48 hours, and a final resolution will be provided in writing. We also welcome feedback on your support experience via post-resolution surveys, which help us continuously improve our service standards.