Customer Service Policy

This Customer Service Policy outlines standardized service rules, logistics arrangements, return and refund terms, and transaction specifications for all customers shopping on our official website. We formulate all service regulations based on the principle of fairness, transparency and customer priority, aiming to provide stable, reliable and consistent shopping and after-sales experiences for every global user. All services covered in this policy apply to all products sold on our platform without regional discrimination.

1. Order Processing & Logistics Delivery Policy

All in-stock products on our website will be processed and arranged for shipment within 1 to 3 working days after the order is successfully placed and payment is confirmed. We have built a mature global logistics distribution system to ensure unified and standardized delivery services for all global orders. The unified delivery time for all orders is 6 to 12 working days, with the same service standard for all international regions.
We provide completely free shipping for all products with no handling fees, shipping surcharges or hidden charges of any kind. All delivery arrangements are uniformly scheduled by our official logistics team to ensure stable transportation, safe packaging and timely delivery of cookware, tools and cutlery products.

2. Unified Payment Currency Regulation

To standardize global transaction management and bring a simple and secure payment experience for international customers, all product transactions, order settlements and service fees on our website adopt USD (United States Dollar) as the only unified settlement currency. Customers can complete payment through mainstream global payment channels, and all order amounts, return amounts and refund amounts will be calculated and settled in USD uniformly.

3. Return Service Policy

We support a long-term and customer-friendly return service to fully protect customers’ shopping rights and interests. All products purchased on our platform enjoy a 60-day return window starting from the date of order delivery. Customers can apply for product returns within the valid return period if the products fail to meet personal usage expectations or have quality problems during normal use.
All return applications need to be submitted through the official customer service channel. Our team will verify the application information and product conditions in a timely manner. Please ensure that the returned products are kept intact in appearance, function and packaging without man-made damage, so as to ensure the smooth progress of return processing.

4. Refund Processing Policy

After your return application is officially approved and the returned goods are received and inspected by our warehouse team, we will initiate the official refund process. The refund will be completed within 5 to 10 working days. The specific arrival time of the refund shall be subject to the processing cycle of your payment institution.
All valid refunds will be returned in the original payment method and settled in USD. We strictly abide by the refund processing cycle standards to ensure that every customer can obtain a safe and efficient refund service.

5. Customer Consultation & Support Service

We provide full-cycle customer support services including order consultation, product inquiry, logistics tracking, after-sales application and business cooperation consultation. For any service questions, demand feedback and problem solving needs, please contact our official team through the Contact Us page of our website. All official contact methods and email addresses are published on the Contact Us page to ensure timely and effective communication and service response.

6. Service Commitment

We always adhere to the service tenet of standardization, efficiency and sincerity. All logistics, return, refund and consultation services will be implemented in strict accordance with the published policies. We will continuously optimize the customer service system, improve service efficiency and upgrade user experience, and strive to provide every global customer with reassuring and high-quality one-stop kitchen product shopping services.