Customer Service Policy

Your complete satisfaction is the core of everything we do. We are committed to providing professional, efficient, and friendly customer service across your entire shopping journey, from pre-sales consultation to after-sales support. This policy outlines our service standards, support scope, and commitments to ensure a seamless, stress-free experience for every customer.

1. Our Core Service Commitment


  • We promise transparent, respectful, and solution-oriented support for all your inquiries and issues.
  • We will always provide accurate, honest information about our products, orders, shipping, and policies, with no hidden terms or misleading guidance.
  • We prioritize fast resolution for every customer request, adhering strictly to the timelines outlined in our public Shipping Policy and Refund Policy.
  • We treat every customer with fairness, and work to resolve issues in a way that aligns with your reasonable expectations and our policy terms.

2. How to Contact Us


Our official customer service channel is exclusively through the support portal on our official website. This is the only authorized channel for you to submit inquiries, requests, or complaints, and we will never ask for your sensitive payment or personal information through any other channels.

3. Response Time Commitment


We will respond to all valid customer inquiries within 1-2 business days. Business days are defined as Monday through Friday, excluding official US public holidays.

Inquiries submitted on weekends, public holidays, or during peak shopping seasons may experience a slight delay in response. We will always prioritize urgent requests, such as issues with damaged orders or time-sensitive delivery adjustments.

4. Pre-Sales & Order Support


  • Product Consultation: Our team can provide detailed, accurate information about our plant-based odor freshener products, including ingredient details, usage guidance, applicable scenarios, and product specifications, to help you make informed purchase decisions.
  • Order Modification & Cancellation: If you need to update your shipping address, adjust order details, or cancel your order, please contact us immediately. We can accommodate modification or cancellation requests only if your order has not yet been shipped (within the 1-3 business day order processing window). Once your order has been dispatched, we cannot modify or cancel the shipment.
  • Order Tracking Support: Once your order is shipped, we will send a shipping confirmation email with a unique tracking number to the contact address you provided at checkout. You can track your delivery status in real time via the tracking link, or contact our team for assistance with tracking updates or logistics inquiries.

5. After-Sales & Returns Support


  • We fully uphold our 60-day return policy for all eligible products. Our team will guide you through the return request process, confirm eligibility, and provide clear return instructions for valid requests.
  • For all approved returns, once we receive and inspect your returned items, we will process your refund within 5-10 business days. All refunds are issued exclusively in United States Dollars (USD), and will be credited back to your original payment method.
  • For issues including defective products, damaged items upon delivery, wrong items shipped, or missing items in your order, please contact us immediately with relevant photos and order details. We will verify the issue promptly and provide a fair resolution, including full refunds, complimentary reshipments, or other appropriate solutions.

6. Shipping & Delivery Support


  • We provide full support for shipping-related inquiries, in line with our free global shipping guarantee and Shipping Policy terms.
  • For delivery delays, tracking anomalies, lost packages, or other logistics issues, we will coordinate directly with the shipping carrier on your behalf to follow up and resolve the problem as quickly as possible.
  • Please note: We are not responsible for failed delivery, returned packages, or delivery delays caused by incorrect, incomplete, or invalid shipping address information provided by the customer. We will provide reasonable assistance for such issues, but cannot cover any associated losses.

7. Feedback & Complaint Escalation


We highly value all customer feedback, whether it is product suggestions, service experience comments, or formal complaints. Your input helps us continuously improve our products and services.

If you are not satisfied with the initial resolution provided by our service team, you may request to escalate your case. We will assign a dedicated senior support specialist to review your case and provide a final resolution in a timely manner.

8. Important Guidelines


  • To help us resolve your issue efficiently, please provide your order number, a detailed description of your problem, and relevant supporting materials (such as photos of damaged products, logistics tracking screenshots, etc.) when you contact us.
  • Our customer service is provided exclusively in English to ensure accurate and clear communication.
  • We will never ask you for sensitive information such as your full payment card details, payment account password, or other confidential information via message or email. Please remain vigilant against fraud, and only communicate with us through the official support channel on our website.

9. Policy Updates


We reserve the right to update, amend, or modify this Customer Service Policy at any time, at our sole discretion. All changes will be posted on this page, and the revised policy will take effect immediately upon publication. Your continued use of our website and services after the policy update constitutes your acceptance of the revised terms.

If you have any questions about this policy or need support, please contact our customer service team through the official support channel on our website.