Frequently Asked Questions

Logistics and Delivery Services

How do I track my order?

After your order is shipped, we will send you a unique tracking number via email. You can visit our website at any time and click the "Order Inquiry" function at the top of the page to track your delivery progress in real time.

Inquiry steps are as follows:

1. Go to the order inquiry page on the official website.

2. Enter the email address used when placing the order.

3. Click the inquiry button to view the detailed logistics track.

What if the logistics information hasn't been updated for a long time?

This usually indicates a delay in data synchronization in the logistics system, and the package may already be in transit. We suggest you wait patiently for 1-2 days and check again. If there is still no update within a week, please contact us through online customer service or the ticket system for assistance.

Do you support global shipping?

We have launched international shipping services! If your region is not shown in the list, please feel free to contact us to confirm.

Note: Customs duties incurred in the destination country may be borne by the recipient.

Return and Exchange Policy: 

Return and Exchange Policy Non-customized items that are in their original condition and unopened can be returned or exchanged within 60 days. Due to the unique nature of customized products, a 30% material loss fee will be charged for returns. Return shipping costs are the responsibility of the customer.

Order Cancellation Policy: T

o ensure timely delivery, we will begin the production process immediately after order confirmation. Cancelling at this time may incur a 30% customization resource occupancy fee. Our company reserves the right to the final interpretation and revision of this policy. Policy updates will be published on our official website. Please contact customer service for assistance if you have any questions.

Frequently Asked Payment Questions

What if payment fails?

Common reasons for payment failure include: insufficient card balance, incorrect information, expired card, or bank risk control blocking. If you are still unable to pay after ruling out the above issues, please provide your order information and contact customer service. We will send you an electronic invoice to assist with payment completion.

Refund Processing Time?

After order cancellation confirmation, we will complete the refund review within 24-48 hours. The specific arrival time depends on the processing procedures of each card issuer.

Supported Payment Methods?

We support major credit cards and debit cards. Currently, cash on delivery and bank transfers are not supported. Please select your payment method on the checkout page.

Is website payment secure?

We employ a bank-grade security system, utilizing multiple measures including SSL encrypted transmission, server authentication, and data integrity protection to ensure the security of your personal information. Customer privacy and data security are always our highest commitment.

Order Anomaly Handling

What if I haven't received my package?

We recommend tracking your package using the tracking number first. If the delivery time exceeds the estimated time, please contact both your local postal service and our customer service. If the package is lost due to carrier error and the delivery address is correct, we will reissue it free of charge or provide a full refund. Please note: Customers are responsible for any package loss caused by incorrect address information.

Order Status Explanation

Why does my order status show "Pending" after successful payment?

The order status will change to "Processing" after payment verification and will continue to "Shipped" after shipment. If it shows "Pending" for an extended period, please contact customer service for verification.

How do I check my order details? You can obtain your order information in the following ways:

1. Check your payment confirmation email

2. Log in to your account and check in "My Orders"

3. Contact customer service with your order number for inquiry.

We recommend keeping your order number safe until you confirm receipt, as this number matches the invoice ID.

Does receiving a payment confirmation mean the order has been shipped?

Payment confirmation only indicates that the order has entered the processing stage, and we will arrange shipment as soon as possible. In case of delays due to special circumstances, we will proactively notify you via email.

Didn't receive a confirmation message after placing my order?

Please check your email spam filter settings or add us to your whitelist. We recommend using a frequently used email address to ensure you can receive emails normally.

How do I modify or cancel my order?

Please submit an application through customer service. Due to the customized production nature of the order, it may have already entered the production stage, at which point cancellation is not possible. If the order has already been shipped and you are not satisfied with the product, you can contact customer service to discuss a return or exchange plan.

What is the delivery time?

The complete delivery cycle includes:

Production time: Personalized customization requires 1-5 business days.

Logistics time: Calculated from the date of shipment, specific time varies depending on the delivery area.

Note: Handmade items undergo strict quality inspection. If the work does not meet the standards, it will be remade. Customers are responsible for delivery issues caused by incorrect address information.

Shopping Guide

What to do if checkout fails?

Please follow these steps to troubleshoot:

1. Confirm that there are no out-of-stock items in your shopping cart.

2. Check that the shipping address and delivery method are complete.

3. Try a different browser or device.

If the problem persists, please contact technical support immediately.

Photo upload error?

We suggest trying:

- Switch browser (desktop)

- Ensure a stable network connection (mobile)

- Convert the image to JPG/PNG format

- Try a different photo.

If the problem persists, please contact customer service for assistance.

Unable to add items to shopping cart?

Common reasons include:

- Insufficient stock

- Minimum order quantity not met

- Incomplete required information

- Temporary system malfunction

We suggest refreshing the page or trying again later.

Discount Access

How to get coupons?

Subscribe to our mailing list to receive exclusive discounts and new product information regularly. For more promotional information, please visit our official website. If you have any further questions, please feel free to contact our customer service team.

— We are always committed to providing you with a safe and reliable customized experience.

If you have any questions, please contact us through our official website customer service channel.