Customer Service Policy

This Customer Service Policy is designed to standardize the service standards, shopping rules, and after-sales protection mechanisms for all users of our website. Our core principle is to provide transparent, efficient, and customer-centric shopping services, ensuring that every consumer can enjoy a safe, convenient, and worry-free shopping experience while purchasing our clean plant-based nutrition products. All service regulations formulated on this page apply to all orders, transactions, and service behaviors on this website. By browsing and purchasing products on our website, all users are deemed to have fully understood and agreed to all terms of this policy.

1. General Service Principles

We adhere to the service tenet of honesty, transparency, efficiency and professionalism, and take protecting consumers’ legitimate rights and interests as the core of all service work. All our customer services follow open and standardized procedures without hidden rules, hidden fees or restrictive terms that damage user interests. We are committed to providing every customer with high-quality clean nutritional products and matching premium supporting services, including standardized transaction settlement, free global logistics, full tax bearing, and perfect after-sales return and refund protection.
All service links of the website strictly comply with cross-border e-commerce service norms and consumer protection principles applicable to the US market. We maintain a sincere and rigorous service attitude, respond to user consultations and demands in a timely manner, and continuously optimize service details based on user feedback to improve the overall shopping experience.

2. Payment & Settlement Policy

To adapt to the consumption habits of local users and standardize transaction procedures, all product pricing and order settlement on our website adopt Unified US Dollar (USD) Currency. All displayed prices on the website are final product prices, without hidden consumption, additional service fees or packaging fees. The amount paid by the user during order placement is the full amount required for the purchase, ensuring transparent and open transaction costs.
We support standardized online payment methods applicable to cross-border shopping. After the user completes the payment, the system will automatically confirm the order information. Once the payment is successful, the order cannot be modified arbitrarily. If users encounter payment failures, order information errors, fund deduction anomalies and other problems during the payment process, they can contact our customer service team through the independent Contact Us page of the website at any time, and we will professionally verify and solve the problem.

3. Logistics & Shipping Service Policy

We provide inclusive and worry-free global logistics services for all users, aiming to deliver high-quality clean nutrition products to every customer efficiently and safely. All products in our store enjoy full free shipping service with no minimum order threshold. Regardless of the order amount and delivery destination, users do not need to bear any freight costs, realizing zero freight shopping.
In terms of order processing efficiency, all paid and confirmed orders will be processed and shipped within the standard shipping cycle. We have stable and efficient global logistics channels and standardized warehouse management procedures to ensure that orders are packaged strictly in accordance with international logistics specifications before delivery, avoiding product damage, missing parts and other problems during transportation.
In terms of delivery timeliness, affected by international logistics transportation, customs clearance procedures and regional distance differences, the overall delivery period of all orders is stable and within a reasonable range, ensuring that users can receive the products within the expected cycle. In addition, we undertake all tariffs, customs clearance fees and any additional logistics-related expenses incurred during international transportation. Users do not need to pay any extra fees during customs clearance and receiving process, completely eliminating the additional cost risks of cross-border shopping.
During the logistics transportation process, if there are abnormal situations such as delayed logistics information, package detention, or lost goods, users can feedback through the Contact Us page. We will track the logistics status in real time, assist in handling abnormal problems, and provide corresponding solutions to ensure the legitimate rights and interests of users.

4. Return & Refund Policy

To fully protect the shopping rights and interests of consumers, we implement a user-friendly and relaxed after-sales return and refund policy, allowing users to shop with zero risk. We support a 60-day return service for all products sold on the website. Within the valid return period after receiving the goods, if the user is not satisfied with the product, or has product quality, packaging and other related problems, they can apply for return and refund services in accordance with the official process.
For returned products, users need to ensure that the products are unused, undamaged, with complete original packaging and complete accessories, so as to ensure that the products can be re-sold normally. We will strictly verify the returned goods after receiving them, including product integrity, packaging completeness and other dimensional inspections. After the verification is passed, we will complete the refund operation within the standard refund cycle.
Our refund process is transparent, standardized and efficient. After the return application is approved and the goods are verified to be qualified, we will complete the full refund processing to the user’s original payment account. There is no arbitrary deduction of handling fee, service fee and other hidden charges. For any problems encountered in the process of return application, logistics return and refund arrival, users can contact customer service through the official channel at any time, and we will follow up the whole process to solve the problem.

5. Customer Consultation & Communication Service

We have set up an independent and dedicated customer service channel to provide users with full-cycle consulting and problem-solving services. All users who have product consultation, order inquiry, logistics abnormal feedback, after-sales service application, policy consultation, brand suggestion and other demands can contact our professional customer service team through the Contact Us page independently set up on the website.
Our customer service team has received professional service training, familiar with all product information, website rules and service policies. We adhere to the service principle of patient communication, professional response and efficient processing, and will reply to user messages and solve user problems as soon as possible. For complex order and after-sales problems, we will track and process the whole process until the user’s problem is properly solved, ensuring that every user can get a satisfactory service response.

6. Service Upgrade & User Rights Protection

We always take user experience and user rights protection as the core driving force of service optimization. We will continuously listen to users’ service feedback and shopping suggestions, regularly optimize logistics efficiency, improve after-sales service procedures, and upgrade customer service response capabilities. All service upgrades and rule optimizations will be based on protecting user interests, continuously simplifying shopping procedures and improving service quality.
We strictly abide by the principle of fair service, treat every user equally, and provide consistent high-quality products and standardized services for all customers. There is no differential service or discriminatory treatment for any user. At the same time, we standardize all service processes, retain complete order records, communication records and after-sales processing records, which can be used as the basis for user rights protection and service problem verification.

7. Policy Update & Explanation

We reserve the right to update and optimize this Customer Service Policy in real time according to market changes, cross-border e-commerce rule adjustments and business development needs. All updated service terms will be displayed on the website page, and the official published content of the website shall prevail. Users are advised to browse and understand the latest service policy terms regularly. Your continued use of the website and purchase of products will be deemed as recognition and acceptance of the latest service policy.