Customer Service Policy

This Customer Service Policy is designed to deliver a transparent, reliable, and customer-centric shopping experience for all users visiting and purchasing from our official website. Covering logistics distribution, shipping rules, tariff liability, return and refund terms, transaction settlement standards, and customer communication channels, this policy applies to all orders and services provided by the site. We adhere to the core principle of prioritizing customer rights and interests, standardizing all service procedures, and ensuring every customer can shop safely, conveniently, and confidently with zero hidden costs and zero risky transactions.

1. General Service Principles

We are committed to providing high-quality sleep wellness products and standardized, thoughtful after-sales services for global customers. All service rules formulated by our team follow the principles of openness, transparency, fairness, and efficiency. Every product displayed on the website corresponds to complete service guarantees, including free global shipping, full tariff coverage, standardized logistics distribution, long-term return protection, and efficient refund processing. We strictly standardize all service links from order placement, product shipment, transportation and delivery to after-sales processing, continuously optimize user shopping experience, and fully protect the legitimate rights and interests of every consumer. All services comply with cross-border e-commerce industry norms and consumer protection standards, ensuring standardized, formal, and credible service execution.

2. Shipping & Logistics Policy

2.1 Order Processing and Shipment Time

All valid orders confirmed with successful payment will be processed and arranged for shipment within 1 to 3 working days. Our team will complete product inspection, standardized packaging, and logistics docking in sequence to ensure that all goods are delivered in intact condition and shipped efficiently. Orders are processed in the order of payment confirmation, and no deliberate delay or backlog of valid orders will occur. During routine operation periods, the overall shipment progress remains stable and efficient to meet customers’ daily use and purchase needs.

2.2 Global Free Shipping Service

We provide full free global shipping services for all products on the site, with no minimum order amount, no shipping threshold, and no additional freight charges. All customers can enjoy free shipping benefits for any valid order, regardless of the order quantity or total amount. The website will never charge extra basic shipping fees, remote area surcharges, or handling fees related to logistics delivery, realizing pure zero-freight shopping experience for global users.

2.3 Delivery Time

After the order is shipped successfully, the standard delivery cycle ranges from 6 to 12 working days, covering most countries and regions around the world. The specific arrival time is slightly affected by regional logistics efficiency and customs clearance progress, but we will always ensure stable and compliant transportation procedures to avoid abnormal delays caused by our operation problems. All orders support real-time logistics tracking, allowing customers to check the latest transportation status of goods at any time.

2.4 Tariff and Customs Clearance Liability

We undertake all tariffs, customs clearance fees, handling charges, and any other additional cross-border expenses incurred during the transportation and customs clearance process. All extra costs generated in the cross-border link are fully borne by our side. Customers only need to pay the product price displayed on the official website and do not need to bear any other hidden or additional fees. The whole shopping process is completely transparent, eliminating all extra consumption risks for cross-border shopping users.

3. Return & Refund Policy

3.1 Return Eligibility and Cycle

We provide a 60-day return service for all products sold on the website. Within the valid return cycle, customers can apply for return service for any reason including unsatisfactory use experience, personal preference differences, product use adaptation problems, and other non-quality and quality-related issues. We maintain an open and inclusive return mechanism, do not set harsh return barriers, complicated review conditions, or unreasonable return restrictions, and fully respect every customer’s independent shopping experience and evaluation rights.

3.2 Return Processing Rules

When customers need to apply for a return, they can initiate a return application through the official designated channel. All return applications will be reviewed and responded to by a professional service team in a timely manner. Customers only need to return the products in compliant status as required. After we receive and verify the returned goods completely conform to the return specifications, the official refund process will be initiated immediately. We adhere to efficient and standardized return processing standards to ensure that every return demand can be responded to and processed in a timely manner.

3.3 Refund Time and Method

After the returned goods pass the verification, we will complete the full refund processing within 5 to 10 working days. The refund will be fully returned through the user’s original payment channel, with no deduction of any handling fee, service fee, or procedure fee. The refund amount is completely consistent with the actual payment amount of the user’s order. The whole refund process is standardized and transparent, and the refund progress can be tracked and queried, ensuring that customers can recover the payment funds efficiently and safely.

4. Transaction & Settlement Policy

To unify the global shopping settlement standard and optimize the payment experience of overseas users, especially core American users, the website uniformly adopts USD (United States Dollar) as the only settlement currency. All product pricing, discount settlement, order amount calculation, and payment transactions on the site are based on US dollars. There is no automatic currency conversion difference or additional exchange rate handling fee, which effectively avoids the troubles of multi-currency conversion, settlement errors, and fund losses for customers, making the whole order payment process accurate, simple, and efficient.

5. Customer Communication & Support Service

We provide long-term and stable customer consultation and after-sales support services. If customers have any questions involving product consultation, order inquiry, logistics tracking, discount activity explanation, return and refund processing, policy consultation, and other related shopping and service problems, they can contact our professional customer service team through the independent Contact Us page of the website at any time. Our customer service team maintains a professional, patient, rigorous, and efficient service attitude, responds to user questions in a timely manner, solves user service demands, and provides reliable one-stop service support for every customer.

6. Service Commitment & Rights Protection

We always take user experience and rights protection as the core of all services, and continuously optimize every service detail in combination with user feedback. From logistics transportation cost control, delivery efficiency guarantee, flexible after-sales mechanism to transparent transaction rules and professional customer support, we strive to eliminate all shopping concerns of cross-border users. All service policies are implemented stably and effectively, without arbitrary modification or hidden restrictions.
We firmly believe that high-quality service is not only a basic guarantee of shopping behavior, but also an important part of brand credibility. We will always adhere to the principles of transparency, sincerity, efficiency and standardization, provide stable, reliable and high-standard customer services for global users, and ensure that every customer can enjoy reassuring, comfortable and risk-free shopping experience on our official website.