Customer Service Policy

Overview

This customer service policy outlines all service standards, response rules, and support channels we provide for every shopper on our website. Our core service goal is to deliver efficient, friendly, and reliable assistance to resolve all order, product, shipping, return and refund related issues for global customers, with consistent service standards applied to all visitors without regional discrimination. Every customer who browses our store or completes an order is covered under this full set of customer service terms.

Service Scope

Our customer support team can assist you with all types of shopping related questions and issues. Common service contents include product parameter inquiries, usage guidance for bathroom supplies, order status checking, logistics tracking updates, shipping schedule inquiries, return process guidance, 60-day return eligibility confirmation, USD refund progress tracking, packaging damage handling, defective product solutions, payment failure troubleshooting, website operation problems, and policy explanation for shipping, refund and privacy rules.

Our team also provides consultation for matching product combinations, installation tips for daily bathroom accessories, and answers to common pre-purchase questions to help you make suitable shopping decisions. Any confusion or unexpected situations that occur before, during or after your purchase can be submitted to our support team for professional guidance.

Service Response Time

Our customer service team works on regular business days to reply to customer messages as quickly as possible. All customer inquiries submitted through our official support channel will receive an initial reply within 24 business hours. For simple questions such as order tracking, shipping time confirmation and policy explanation, complete solutions will be provided in the first reply.

For complex issues including damaged goods, return inspection disputes, delayed refunds and logistics exceptions, our team will conduct a full review of your order information and communicate the processing plan within 1 to 3 business days. We will keep updating you on the progress until your problem is fully resolved and will not close service conversations without confirming your satisfaction.

On non-business days, messages you send will be queued, and our staff will process all accumulated inquiries immediately once work resumes the next business day. We do not set automatic replies with unresolved solutions, and every message will be read and handled manually by professional support staff.

Rules for Submitting Service Requests

When you contact customer service for problem solving, you can provide your order number to speed up identity verification and issue processing. If your package arrives damaged, items are defective or accessories are missing, you may upload clear photos or short videos showing the actual condition of products and outer packaging to help our team judge and arrange follow-up solutions efficiently.

All descriptions sent to customer service should reflect the real situation of your order. False descriptions, fabricated damage records and deliberately misleading information will affect the normal processing progress of your application, and we reserve the right to adjust corresponding solutions based on verified actual conditions. Our support staff will maintain objective and fair judgment for every service case.

Support Commitment for Core Shopping Services

For shipping related problems: Our team will help you track logistics information, explain the estimated 6–12 day delivery cycle, and provide suggestions for handling minor delivery delays caused by customs or local logistics. We will confirm your outbound schedule within the 1–3 day shipment window and clarify all free shipping rules for your reference.

For return and refund matters: The team will walk you through the complete 60-day return operation steps, inform you of product inspection standards after receiving returned parcels, and clearly explain the 5–10 working day USD refund cycle. We will follow up your refund progress actively and notify you once the fund transfer is completed.

For product quality issues: If you receive defective, broken or non-functional items, our support team will provide feasible solutions in accordance with our return policy without extra complicated restrictions, ensuring your shopping rights are fully protected.

Service Behavior Standards

All customer service staff are required to maintain polite, patient and professional communication with every customer. We will avoid rigid, mechanical replies and give targeted answers according to your specific situation. Even if complex problems require multiple rounds of communication, our team will respond to each of your follow-up messages carefully without perfunctory replies.

We respect reasonable demands raised by customers and will listen fully to your feedback about products, logistics and website experience. All valuable suggestions submitted to customer service will be recorded and passed to our operation team to continuously optimize our products and overall shopping service.

Service Exceptions We Cannot Handle

Our customer service cannot process requests that violate our published store policies, including returns beyond the 60-day time limit, refunds for man-made damaged goods, compensation demands unrelated to official policy rules, requests for changing settled refund currency beyond unified USD standards, and unreasonable demands that conflict with shipping, refund and privacy terms posted on our website.

We also cannot interfere with objective delays caused by third-party logistics providers, local customs inspection rules or regional uncontrollable transit factors, but we will fully assist you in tracking and coordinating to reduce your trouble as much as possible.

Feedback and Suggestion Collection

We welcome all positive or negative feedback through customer service channels. If you have complaints about product quality, logistics efficiency or service experience, our team will record your feedback in detail and launch a special review to adjust relevant links to avoid similar bad experiences for subsequent customers. All feedback processing results will be fed back to you within a reasonable time frame.

Policy Revision Statement

We reserve the right to update and adjust this customer service policy to improve overall shopping support quality. When major revisions to service response rules, processing standards or service scope take effect, updated content will be displayed on the corresponding policy page of our website. Your continued use of our customer service channel after the policy update means you agree to abide by the revised service terms.