Customer Service Policy

This Customer Service Policy is formulated to standardize the website’s customer service system, unify service standards, clarify service scope, standardize user consultation and complaint processing procedures, and define the rights and obligations of both service providers and users. This policy applies to all customer service interaction behaviors between the website’s professional customer service team and all website visitors, registered users and paying customers, covering all service links including pre-sales consultation, order consultation, logistics inquiry, after-sales processing, complaint feedback and user suggestion acceptance. All customer service work of the website is carried out in strict accordance with this policy, aiming to provide standardized, efficient, patient and professional full-cycle service for every user, and create a reassuring and pleasant shopping experience for global parenting families.

The official and only effective service channel of the website is the Contact page built in the official website. All user pre-sales consultation, order problem feedback, logistics exception inquiry, return and refund application, product problem feedback, service complaint and optimization suggestion must be submitted through the official Contact page. The website does not set up independent telephone customer service, real-time online chat customer service and social media private message service channels. All non-official channel messages cannot be included in the official service ticket system, and cannot be used as the basis for order processing, after-sales approval and complaint handling. Users must take the service records and processing results of the Contact page as the only official valid results.

The website implements standardized working hour management and unified response time standards for customer service work. The customer service team provides service response during standard business days all year round, excluding weekend rest days and official public holidays. After the user submits a service request through the Contact page, the system will automatically generate an independent service ticket for each user’s demand, record the user’s consultation content, order information and submission time in real time, and assign it to professional customer service agents for docking processing. The website promises to complete the initial receipt and reply of all valid service tickets within 2 business days, feed back the ticket processing progress and required supplementary information to the user, and avoid long-term pending and unresponsive user demands.

In terms of service scope, the customer service team can provide users with all-round professional service support including product information consultation, pre-sales matching suggestion, order processing inquiry, logistics tracking service, abnormal delivery handling, return and refund guidance, policy interpretation, account problem solving, complaint acceptance and optimization suggestion reply. In terms of product consultation, the team can answer users’ questions about product material, size specification, functional characteristics, applicable crowd, use method, safety standard and ingredient attributes, and provide professional matching suggestions according to the user’s family use scenario and baby age characteristics.

In terms of order service, the customer service team can query the real-time processing status of user orders, verify order payment information, assist users in modifying valid information before order delivery, handle order cancellation applications in line with the rules, and solve order duplicate payment, order abnormal pending and other system exceptions. In terms of logistics service, the team can provide real-time logistics tracking inquiry, assist users in checking abnormal transit status, initiate carrier investigation for lost and abnormal packages, and interpret free shipping and tax-free policy rules for users.

In terms of after-sales service, the customer service team will guide users to complete the whole process of return application, authorization review, return specification confirmation and refund progress inquiry in accordance with the Refund Policy, answer users’ doubts about the 60-day return window and 5-10 day refund cycle, and handle after-sales exceptions such as damaged goods, wrong goods and missing goods for users in a timely manner. In terms of policy consultation, the team can accurately interpret all official rules such as Shipping Policy, Privacy Policy, Terms Of Purchase and Terms Of Use for users, and eliminate users’ shopping doubts and policy misunderstandings.

The website has clear service authority restrictions and service boundary specifications. The customer service team strictly abides by all official policy terms formulated by the website, and cannot arbitrarily modify policy rules, override official system provisions, promise preferential treatment beyond the rules, and violate standardized processes to handle user demands. The customer service team cannot provide professional medical guidance, legal consultation and financial investment suggestions unrelated to website services, and cannot modify product prices, arbitrarily increase or reduce user refund amounts, and privately promise additional benefits beyond the official activities. All service processing results are subject to official policy provisions and system rules.

The website has formulated standardized service attitude and communication specifications for customer service staff, requiring all agents to treat every user consultation with patience, politeness, professionalism and rigor, actively respond to user doubts, take the initiative to solve user problems, and maintain a respectful and professional service attitude in the whole communication process. At the same time, the website also requires all users to maintain civilized and polite communication manners in the process of using official customer service channels. Users are prohibited from using abusive, threatening, insulting, discriminatory and harassing language to attack customer service staff, and prohibited from maliciously brushing tickets, repeatedly submitting invalid demands and disturbing normal service order.

For user complaints and unsatisfied service results, the website provides a standardized escalation processing mechanism. If users are not satisfied with the reply results of the front-line customer service agents, they can submit escalation applications through the original service ticket, and the senior customer service review team will conduct a full re-review of the user’s problem, order background and communication records, and issue the final official processing result. The final result of the senior review is the final processing conclusion of the website for the corresponding problem, and no repeated appeal will be accepted without new valid evidence.

The website attaches great importance to user feedback and user experience optimization. All user suggestions, praise and complaint feedback recorded through the Contact page will be uniformly sorted, summarized and fed back to the product operation, logistics management and service management teams. The website will continuously optimize product design, logistics efficiency, service process and policy rules according to user real feedback, and iterate and upgrade the shopping experience for global users. The website will not punish or restrict users for legitimate and reasonable negative feedback, and fully respects users’ real shopping experience and objective evaluation.

All customer service communication records and ticket data will be retained in the website system in accordance with privacy policies and compliance requirements, which are used for service quality assessment, staff training, dispute evidence retention and service process optimization. All user consultation data is protected by strict privacy mechanisms, and will not be leaked or used for unauthorized purposes. Users can inquire about historical service records through official channels.

This Customer Service Policy will be dynamically adjusted and optimized according to business development and service upgrade. The updated policy content will be displayed on the official website page in real time. Users’ continued use of the website’s customer service channels means accepting the updated policy terms. All user service demands must be submitted through the official Contact page to ensure the validity and traceability of the service process.