Customer Service Policy
Overview
We provide comprehensive, all-round customer service support for every shopper visiting and purchasing on our website. This policy clarifies the full range of support services we offer, service processing standards, response rules, handling procedures for common shopping issues, and our service commitments to all global customers. Every customer is entitled to equal, patient and professional assistance regardless of order amount, delivery location or product purchased. By shopping on our site, you agree to abide by the service handling standards outlined in this policy.
Service Available Channels & Working Hours
Our customer service team is ready to solve all your shopping-related questions through dedicated online support channels accessible directly on our website. Support channels remain open to receive your inquiries every day, with our professional representatives regularly monitoring messages to avoid long waiting times. All consultation messages, feedback and complaint submissions sent via our official service channels will be recorded and filed for standardized processing, so we can track your issue until fully resolved.
Scope of Supported Issues
Our customer service team can assist you with all problems occurring during your whole shopping journey, covering every stage from pre-purchase browsing to post-delivery after-sales:
- Pre-order consultation: Product specifications, packaging features, olive oil usage scenarios, price details, free shipping rules and delivery cycle inquiries;
- Order processing issues: Payment failure, order modification, address revision, order cancellation requests before shipment;
- Logistics & delivery support: Tracking number acquisition, shipment status checking, delayed delivery consultation, lost or missing parcel assistance;
- Return and refund services: 60-day return application guidance, returned goods inspection standards, 5–10 business days refund progress inquiry, USD currency settlement related questions;
- Product quality feedback: Complaints about product taste, packaging damage upon receipt, storage and usage troubleshooting;
- Website operation problems: Page loading errors, checkout malfunctions, tracking tool failures and other site technical glitches;
- General policy consultation: Shipping rules, privacy policy, refund regulations and other official term explanations.
Standard Response & Processing Time
Once our customer service team receives your message, we will review and send a preliminary reply within the shortest possible time to confirm we have received your request. For simple questions such as delivery time, free shipping rules and product parameter inquiries, we will deliver a complete resolution reply within the same working period. For complex matters including lost parcels, return refund reviews, damaged product claims and order dispute handling, our team will conduct detailed verification and follow up with you step by step, and provide clear processing progress updates regularly until the issue reaches a final solution.
We fully understand waiting for feedback may bring inconvenience to customers, so we arrange multiple service staff to take turns processing customer messages to avoid accumulated unprocessed inquiries during peak shopping periods. If you do not receive a reply within a reasonable time, you may resend your consultation message with your order information attached for faster priority processing.
Service Handling Standards
All customer service representatives are trained to maintain polite, objective and patient communication with every customer. We will listen fully to your description of the problem without biased judgment, and provide targeted solutions based on our official website policies rather than arbitrary verbal promises. All solutions provided by our team strictly follow our published Shipping Policy, Refund Policy and Privacy Policy, to ensure fair and consistent treatment for all users.
When handling after-sales requests such as returns or damaged goods compensation, we will clearly inform you of all required procedures, item standards and time limits in advance, so you can complete related operations without extra confusion. We never set hidden thresholds or create complicated redundant steps to hinder your reasonable after-sales demands. If multiple solutions are available for your issue, we will clearly list all options for you to choose according to your own needs.
Order Information Verification Requirements
To protect your order security and prevent unauthorized inquiries from third parties, our customer service team will verify valid order information before handling any sensitive requests including address changes, return applications and refund status checks. You only need to provide basic order identification information to confirm your order ownership, and we will never ask you to submit extra irrelevant private information beyond the scope needed for issue solving. All information you provide during service consultation will be protected in accordance with our Privacy Policy and will not be used for other commercial purposes.
Feedback & Complaint Handling Mechanism
If you are unsatisfied with our product quality, logistics efficiency or the service response you receive from our representatives, you are welcome to submit formal feedback or complaints through our official service channels. When submitting complaints, you can attach relevant order numbers, package photos or chat records to help us quickly verify the situation. We will record every complaint seriously, conduct internal review of the relevant problem, and give you a formal processing result within a fixed processing cycle. We will also take your valuable feedback as a reference to continuously optimize our products, logistics cooperation and customer service system, to upgrade the overall shopping experience for all users.
Service Exclusions
Our customer service does not cover issues caused by customer’s personal improper operation or uncontrollable external factors beyond our responsibility scope:
- Product deterioration or damage caused by improper personal storage, long-term high-temperature exposure or wrong usage methods;
- Delivery delays or parcel loss fully attributed to local courier misoperation, regional customs inspection hold-up or extreme natural disasters;
- Failed refund arrival caused by third-party bank or payment platform processing rules;
- Inquiries or requests involving unrelated third-party brands, irrelevant external shopping platforms and other off-site business content.
Policy Revision Notice
We reserve the right to adjust and optimize this Customer Service Policy according to service demand changes and industry service standards. Any updates to the policy will be posted on our website legal page. Your continued use of our customer service channels after policy updates means you accept the revised service rules. If you have any questions about this Customer Service Policy at any time, feel free to contact our support team for detailed explanation.
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