Customer Service Policy.

Our customer service team is committed to providing timely, clear, and helpful support to every customer. Whether you have product questions before buying or need help after buying, we are here.

1. Contact Methods

We receive all customer service requests through the Contact page. Please submit your question through that page and provide the following information so we can help you faster:

• Order number (if you already have an order)

• The specific issue or question you are encountering

• The relevant item name or link

• Your email address

We do not offer phone support. All communication is conducted through the Contact page and email. This ensures your request is recorded and trackable, and allows us to keep a complete communication history for better follow-up. If you send a message through social media, we may direct you to the Contact page to formally submit your request.

2. Response Time

We aim to respond to most customer service requests within one business day. Business days are Monday through Friday, excluding federal holidays in the United States. During peak seasons or promotional periods, response time may extend to two business days. If you do not receive a reply within the expected time after submitting a request, please check your spam folder, then follow up through the Contact page.

If your issue concerns an order or return already in progress, please include previous communication reference information when following up so we can locate your record quickly.

3. What We Can Help With

Our customer service team can assist with the following:

• Pre-purchase inquiries: product sizing advice, fabric and feature explanations, stock status, delivery range confirmation.

• Order status: confirming whether an order has shipped, providing tracking information, checking logistics exceptions.

• Shipping issues: package not received, package delayed, delivery address issues.

• Returns and refunds: initiating a return request, checking return status, refund progress.

• Product issues: quality issues, wrong items, shipping damage.

• Account issues: login problems, password reset, account settings.

• Policy questions: explanations of shipping, refund, privacy, and other related policies.

4. What We Cannot Help With

The following matters are outside our customer service scope, and we may be unable to assist or may provide only limited assistance:

• Personal dissatisfaction after the item has been used (you may request a return if it complies with the Refund Policy).

• Item issues caused by improper use, care, or alteration.

• Return requests beyond the return window (unless applicable law requires otherwise).

• Delays caused by third-party carrier operational disruptions (we will assist with investigation but cannot control carrier operations).

• Issues with third-party products or services unrelated to the Site.

5. Issue Resolution Process

When you submit a request through the Contact page, our process is as follows:

1. Acknowledgement of receipt: you will receive an automatic confirmation email after submitting your request, confirming we have received your message.

2. Assessment and assignment: our team will assess your issue and assign it to the member best suited to handle the matter.

3. Investigation and response: if additional information is needed, we will contact you. If not, we will provide a solution or answer directly.

4. Follow-up: for matters requiring ongoing handling (such as returns or package investigations), we will keep following up and notify you when there are updates.

5. Resolution confirmation: after the issue is resolved, we may send a confirmation email to ensure you are satisfied.

6. Complaint Handling

If you are dissatisfied with our service, products, or the way a policy was handled, we want you to tell us. When submitting a complaint through the Contact page, please note “Complaint” in your message and describe your experience and the resolution you expect as specifically as possible. We will take every complaint seriously, investigate, and respond within a reasonable time. If the complaint concerns a specific order or return, please provide the relevant order number and previous communication records.

We encourage you to communicate with our regular customer service team before submitting a formal complaint, as most issues can be resolved through the regular support process. If regular communication does not resolve your issue, you may request escalation to a supervisor or manager.

7. Language Support

We provide customer service in English. If you send a message in another language, we may use translation tools to assist understanding, but replies will be in English. We recommend submitting requests in English for the fastest and most accurate response.

8. Service Availability

Customer service does not provide real-time responses on weekends and federal holidays. Requests submitted during non-business hours will be processed in order on the next business day. If you encounter an urgent order issue on a weekend, you may still submit a request, and we will prioritize it when business hours begin.

9. Policy Changes

We may update this Customer Service Policy to reflect operational changes. The updated policy will be posted on this page. If you have any questions about this policy or our service, please contact us through the Contact page.