Customer Service Policy

We believe that customer service is not just about solving problems. It is about treating people with respect, responding with care, and doing what we can to make things right. This policy explains how we handle customer service inquiries and what you can expect from us.

Our Commitment

We are committed to responding to every customer inquiry in a timely and respectful manner. We are committed to listening to your concerns and to resolving issues fairly. We are committed to being transparent about what we can and cannot do. We are committed to treating you like a person, not a ticket number.

How to Contact Us

All customer service inquiries should be submitted through the Contact page on our website. This allows us to track your inquiry, ensure that it is routed to the right person, and follow up if necessary. When you contact us, please provide your order number, a clear description of your issue, and any relevant photos or screenshots. The more information you provide, the faster we can help.

Response Times

We aim to respond to all inquiries within one to two business days. During periods of high volume, such as major sales events or holidays, response times may be slightly longer. If you have not heard from us within three business days, please follow up. We will not ignore you.

Common Issues

If you have a question about your order, please include your order number so we can look it up quickly. If you are concerned about a delay, please check the tracking information first, as it often provides the most up-to-date status. If your package appears to be lost or stuck, contact us and we will investigate with the carrier.

If you received a damaged or incorrect item, please contact us immediately with photos. We will arrange for a replacement or a refund.

If you wish to return an item, please review our Refund Policy first, then contact us to initiate the return. We will guide you through the process.

If you have a question about a product, please ask. We are happy to provide more information about ingredients, usage, or anything else.

Language

Our customer service is provided in English.

Escalation

If you are not satisfied with the response you receive, you may ask for your inquiry to be escalated. We will review your case and do our best to resolve it.

Feedback

We welcome feedback. If you have suggestions for how we can improve, please let us know. We read every message.