Customer Service Policy

This Customer Service Policy applies to all visitors and customers of our online retail platform. It outlines standardized service rules covering order processing, shipping and delivery, tariff and customs liability, return and refund procedures, currency settlement, and customer support channels. Our core principle is to provide transparent, reliable, and customer-centric shopping experiences for all global users, with zero hidden fees and streamlined after-sales protection for every order placed on our website.
All service terms specified in this policy are universally applicable to all product categories and all customer regions. No threshold restrictions, hidden rules, or differentiated treatment will be applied to any user. We adhere to open and standardized service standards to ensure every customer enjoys consistent, fair, and high-quality shopping support throughout the entire consumption process.

1. Order Processing & Shipment Rules

Once customers complete order submission and successful payment, our warehouse team will initiate standard order processing procedures, including product sorting, quality recheck, safety packaging, and outbound arrangement. All in-stock products will be processed and shipped within our standard shipment cycle to ensure timely order dispatch.
We adopt professional food-grade packaging solutions for all soups, sauces, and pantry staple products. Each package is equipped with shockproof, leak-proof, and fresh-keeping materials to prevent product leakage, packaging damage, quality deterioration, or contamination during long-distance cross-border transportation. Every package undergoes a final integrity inspection before outbound delivery to guarantee intact product status before logistics handover.
After warehouse shipment, orders will be delivered through mature global cross-border logistics channels. The overall delivery cycle from dispatch to customer receipt follows a stable and predictable time frame, allowing customers to reasonably arrange household ingredient stock preparation and daily meal planning. All logistics progress is traceable, and customers can check real-time order status through the platform’s order management interface.

2. Global Shipping & Customs Liability Policy

We provide completely free global shipping for all orders on the platform. This service covers all product categories and all global delivery regions without minimum order quantity, order amount, or regional restrictions. No shipping fees, handling fees, or logistics surcharges will be charged to customers at any stage of order settlement and transportation. All logistics costs are fully undertaken by our platform.
To eliminate all cross-border shopping burdens for customers, our platform independently bears all customs-related expenses incurred during international transportation and customs clearance procedures. This includes but is not limited to import duties, customs clearance service fees, commodity inspection fees, and all other official charges generated in the cross-border logistics process.
Customers are not required to bear any additional fees, handle complex customs declaration procedures, or fill in redundant customs documents. All customs clearance formalities and fee settlement are uniformly processed and covered by our professional logistics team. Customers will only receive intact delivered products without any extra payment obligations or supplementary procedural requirements.

3. Return Service Rules

We provide a customer-friendly long-term return window for all orders. Customers can initiate a return application within the valid return period after receiving their packages. The return policy applies to all products sold on the platform with no category restrictions, excluding only artificially damaged goods and non-resalable products caused by improper customer storage or use.
Customers can submit return applications for any reasonable dissatisfaction scenarios, including but not limited to inconsistent product taste expectations, unsatisfactory product matching with daily use scenarios, minor packaging abrasion during transportation, or inappropriate product specifications for personal needs. We fully respect customers’ real shopping experience and subjective evaluation of products.
All return operations follow standardized and simplified procedures. Customers only need to submit a return request through the platform’s dedicated after-sales entrance and complete product return delivery in accordance with official operation guidelines. We do not set complicated review barriers, tedious qualification audits, or unreasonable return restrictions.

4. Refund Processing Regulations

After receiving and verifying the returned goods, our professional after-sales audit team will complete qualification confirmation and initiate refund processing within the standard refund cycle. All eligible returns will receive full refunds without any hidden deductions, including no restocking fees, handling fees, service fees, or other additional charges.
All refund funds will be returned to the customer’s original payment channel in a unified manner. The entire refund process is transparent and traceable, and customers can check the real-time refund progress through the order background interface. We guarantee stable and efficient refund execution for all qualified return applications to protect customers’ legitimate consumption rights and interests.

5. Unified Currency Settlement Standard

The unified settlement currency of the entire platform is US Dollar (USD). All product unit prices, shopping cart settlement amounts, order payment amounts, and refund amounts displayed on the website are uniformly denominated and calculated in US Dollars.
There is no automatic currency conversion or exchange rate difference settlement during the entire ordering and refund process. All price information displayed on the product page, settlement page, and order detail page remains consistent, avoiding extra calculation costs and fund losses caused by exchange rate fluctuations. This unified settlement standard provides clear, transparent, and stable consumption settlement experiences for global customers, especially users in the United States.

6. Customer Support & Contact Channel

We provide comprehensive full-cycle customer support services covering pre-order consultation, in-order problem solving, and after-order issue processing. For any questions related to product parameters, taste characteristics, cooking matching, order logistics, shipping rules, return and refund policies, and platform service terms, customers can obtain professional and targeted responses through official channels.
The only official customer consultation entrance is the platform’s Contact Us page. Customers can submit consultation demands, feedback suggestions, and problem reports through this dedicated channel. Our customer service team will provide standardized, polite, and professional reply services to solve all shopping-related puzzles and problems for users.

7. Service Commitment & User Protection

We always take user shopping experience and rights protection as the core service benchmark. All service rules are formulated based on solving global cross-border shopping pain points, including high logistics costs, uncertain customs fees, strict after-sales thresholds, and opaque settlement rules. We insist on providing open, transparent, and humanized services for every customer.
All platform products support long-term preferential discount policies, allowing users to purchase high-quality daily pantry staples at cost-effective prices. Combined with full free global shipping, full customs fee coverage, long return cycle, and efficient refund system, we build a zero-burden cross-border shopping system for global families.
We continuously optimize customer service details according to user feedback, iterate service processes, and upgrade service standards to ensure that every user can enjoy reassuring, comfortable, and pleasant shopping experiences on our platform. All service commitments are permanently valid and will not be changed arbitrarily without official announcement.