F.A.Q

How Can We Assist You?

Pre-Sale Consultation

Not sure which specification or size fits your usage needs? Would you like to know about product materials, functional parameters, and applicable scenarios? Or do you have questions about product suitability for different users and environments? Our team knows every product detail well and will help you make the best choice based on your actual needs and usage habits.

Order & Logistics Tracking

We guarantee shipment within 48 hours after payment confirmation (excluding weekends and public holidays). You can check your order status and logistics information in your personal account at any time. If you do not receive your package within the estimated time or encounter logistics abnormalities, please feel free to contact us, and we will track the progress for you in real time.

After-Sales Support

Your satisfaction and experience are our top priorities. All products (except personalized customized products) support 7-day hassle-free returns and exchanges. If you receive damaged, defective, incorrectly shipped, or faulty products, please take photos or videos of the products and packaging and contact us immediately. We will provide solutions such as free re-delivery or full refund without return to minimize your inconvenience.

Contact Us

We provide multiple contact channels to ensure you can reach us quickly and easily:

- Live Chat: Click the "Chat Now" button at the bottom right corner of the website (Service Hours: GMT+8 9:00 AM – 6:00 PM)

- Social Media: Follow our Facebook/Instagram accounts; we will reply to your messages within 12 hours

FAQs & Help Resources

Frequently Asked Questions 🐾

We have compiled answers to the most common questions to help you get support quickly. If you cannot find the information you need, our customer service team is ready to assist you.

Last Updated: February 4, 2026

Shopping & Account Related

How to register an account?

You can click the "Register" button at the top right corner of the website, enter your name, email address, phone number, and set a login password to complete registration. After successful registration, the system will send a verification email to your filled email address. Click the verification link to activate your account.

What if I forget my account password?

Click "Forgot Password" on the login page and enter the email used for registration. The system will send a password reset link to that email. Click the link and follow the instructions to set a new password to complete the reset. If you do not receive the email, please check your spam folder or contact customer service for assistance.

How to modify personal account information?

After logging in to your account, enter "My Account", select "Profile Settings", and you can modify personal information such as name, contact number, and shipping address. Click "Save" after modification to take effect. Please note that some core information (such as registered email) requires re-verification after modification.

What payment methods does the website support?

The website currently supports mainstream payment methods such as PayPal and credit cards (Visa, Mastercard, American Express). All payment processes are encrypted to ensure your payment security. If you encounter problems during payment, please take a screenshot of the voucher and contact customer service.

Order Related

How to check order status?

After logging in to your account, enter "My Account", select "My Orders", and you can view all order statuses (Pending Payment, Pending Review, Shipped, In Transit, Completed, Cancelled, etc.). Click a specific order to view details such as order number, product information, payment information, and logistics information.

Can I modify or cancel an order after submission?

Pending Payment Orders

You can directly click "Cancel Order" in "My Orders" to close it automatically; you can also click "Edit Order" to adjust product specifications, quantity, or shipping address (some information such as payment method cannot be modified).

Pending Review / Paid but Unshipped Orders

Please contact customer service to apply for modification or cancellation within 24 hours after order submission. If the order has entered the review or shipping process, modification or cancellation may not be available.

Shipped / In Transit Orders

Order information cannot be modified. If you need to cancel the order, please contact customer service for negotiation; you may need to bear the incurred logistics fees.

What does "Pending Review" mean?

After the order is submitted and paid, the system will automatically enter the review stage (usually 1–2 working days). The review includes order information integrity, product inventory status, and payment information validity. After approval, the order will enter the shipping process; if the review fails, customer service will contact you to explain the reason (such as out of stock, incorrect information) and negotiate a solution (such as restocking, modifying information, canceling the order and refunding).

Logistics Related

How to track logistics trajectory?

After the order is shipped and collected by the logistics company, the system will automatically update the tracking number to the order details page. You can track the logistics trajectory through the following ways:

- Log in to your account, enter the specific order details page, and click "Track Logistics" to view;

- Log in to the 17track platform (www.17track.net) and enter the order number or tracking number to query;

- For DHL delivery, you can log in to the official DHL website (www.dhl.com) and enter the tracking number to query.

Why is the delivery time beyond expectations?

Delays are usually affected by the following factors:

- Force majeure (natural disasters, logistics congestion, customs inspection, holiday logistics delays, etc.);

- The delivery address is in a remote area, requiring additional transportation time;

- Abnormalities in order review or product shipment (such as out of stock, incorrect information).

If your order delivery time is beyond expectations, please contact customer service, and we will help verify the logistics status and feedback the processing result.

What if the package shows "Delivered" but I haven't received it?

If the package shows delivered but you have not received it, please handle it as follows:

- Verify whether it was signed for by family, friends, community property management, courier station, etc.;

- Check whether the delivery address is incorrect or whether the neighbor received it by mistake;

- If none of the above is true, please contact customer service within 24 hours, provide the order number, tracking number and relevant vouchers (such as logistics trajectory screenshots), and we will help contact the logistics company to verify the package whereabouts.

Returns & Refunds Related

Which products are eligible for return and refund?

Products meeting the following conditions can apply for return and refund:

- Products with quality problems (manufacturing defects, material problems, functional failures, etc.), and the application is submitted within 7 natural days after signing;

- Returns applied for personal reasons (personal preference, wrong purchase, etc.) require unopened, unused products with intact original packaging and accessories, and the application is submitted within 7 natural days after signing (excluding customized products, personal care items, perishable products after opening, and other special categories).

Please refer to the website "Return Policy" for details.

How to apply for return and refund?

You can apply for return and refund through the following ways:

- Submit an application through the website's online customer service entrance, stating "Return & Refund + Order Number", and provide problem description and relevant vouchers (product photos/videos, order screenshots, etc.);

- Contact customer service through the "Online Inquiry" entrance at the bottom right corner of the website to submit an application.

Customer service will review and feedback the processing result within 3 working days. After approval, the return address and precautions will be informed.

How long will the refund take to arrive?

The refund will be returned to your original payment method. The arrival time is subject to the rules of the bank or payment platform to which the payment account belongs:

- PayPal payment: usually 3–7 working days;

- Credit card payment: usually 7–15 working days (subject to the bank clearing cycle).

If you do not receive the refund beyond the above time, please contact customer service with relevant vouchers, and we will assist in verification and processing.

Privacy & Security Related

How does the website protect my personal information security?

We attach great importance to your personal information security and take the following protection measures:

- Technical: HTTPS encrypted transmission, encrypted data storage, access control to prevent information leakage, tampering and loss;

- Management: establish a complete information security management system, strictly restrict information access rights, and regularly conduct security audits and risk assessments;

- Cooperation: sign confidentiality agreements with third-party partners (such as PayPal, DHL, etc.) to prohibit them from disclosing or abusing your personal information.

Please refer to the website "Privacy Policy" for details.

What is the purpose of the website using Cookies? How to disable Cookies?

The website uses Cookies mainly to: ensure the normal operation of the website (such as maintaining account login status, saving shopping cart information); optimize user experience (recording browsing preferences, avoiding repeated input of common information); counting website access data to optimize functions and services. You have the right to disable Cookies. The closing methods of mainstream browsers are as follows:

- Google Chrome: Settings → Privacy and security → Site Settings → Cookies and site data → Block all cookies;

- Mozilla Firefox: Settings → Privacy & Security → Cookies and site data → Block cookies from websites;

- Microsoft Edge: Settings → Privacy, search, and services → Cookies and site permissions → Manage and delete cookies and site data;

- Apple Safari (Desktop): Preferences → Privacy → Cookies and website data → Block all cookies.

Some website functions may not work properly after disabling Cookies.