We are dedicated to providing prompt, professional, and customer-centric support to enhance your shopping experience. Our team is committed to addressing your needs with transparency, empathy, and efficiency—every step of the way.
Service Commitment
We prioritize your satisfaction and strive to resolve all inquiries fairly and thoroughly.
Our customer service team undergoes professional training on products, policies, and communication skills to ensure accurate support.
We respect your privacy and adhere to our Privacy Policy when handling your personal or order information.
Support Channels & Response Time
Online Chat: Available 24/7 for real-time assistance with urgent questions (e.g., order status, product usage).
Email Support: Respond to all inquiries within 24–48 business hours with detailed solutions.
Service Ticket System: Submit requests via our website for non-urgent matters (e.g., returns, complaints) and track progress online.
For time-sensitive issues (e.g., defective products, delivery delays), we prioritize resolution to minimize inconvenience.
Service Scope
Pre-Purchase Support
Answer questions about product ingredients, specifications, usage methods, and compatibility.
Clarify pricing, promotions, and order placement processes.
Provide guidance on selecting products that align with your wellness goals.
Order & Shipping Support
Assist with order modifications, cancellations (before processing), and tracking inquiries.
Address shipping delays, missing packages, or delivery-related issues.
Explain free global shipping details and customs-related considerations.
Post-Purchase Support
Guide you through the return and refund process as outlined in our Refund Policy.
Resolve concerns about product quality, packaging, or performance.
Follow up on resolved issues to ensure your satisfaction.
Complaint Handling Process
Acknowledgment: Confirm receipt of your complaint within 24 hours and assign a dedicated case number.
Investigation: Gather necessary information (order details, photos, descriptions) to assess the issue.
Resolution: Provide a clear solution (refund, reshipment, or compensation) within 48–72 business hours.
Follow-Up: Check in after resolution to ensure the issue is fully resolved and gather feedback for improvement.
Customer Rights
Receive clear, jargon-free explanations of our policies and solutions.
Be treated with respect regardless of the nature of your inquiry or complaint.
Request a service escalation if you are unsatisfied with the initial resolution.
