Customer Service Policy

This Customer Service Policy outlines standardized, transparent, and customer-centric service rules applicable to all orders and shopping experiences on our official website. Designed to create a secure, straightforward, and worry-free shopping environment for global customers, this policy covers order processing, shipping and delivery, tariff and fee regulations, return and refund terms, payment rules, and customer support channels. All service standards are uniformly implemented for every user, ensuring consistent, reliable, and professional service quality without hidden rules or additional thresholds.

1. Order Processing & Shipping Policy

We adhere to efficient and standardized order processing procedures to ensure every customer receives ordered items in a timely and intact condition. All confirmed orders will be inspected, packaged, and dispatched within 1 to 3 working days after successful payment verification. Our professional quality inspection team conducts comprehensive checks on product appearance, functionality, and packaging before shipment, eliminating defective products and damaged goods from delivery and guaranteeing that all delivered items meet official quality standards.
Supported by a mature global cross-border logistics system, we provide stable and predictable delivery services for all regions. The overall delivery cycle is fixed and efficient, allowing customers to receive their packages within 6 to 12 days after order dispatch. The entire logistics process is tracked and monitored in real time to avoid abnormal delays, loss, or damage. We adopt standardized international packaging materials and shockproof packaging technology to protect products from extrusion, collision, and environmental damage during long-distance transportation, ensuring complete product integrity upon arrival.

2. Free Shipping & Tariff Coverage Policy

To deliver a cost-effective and transparent shopping experience, we implement a full-site free shipping policy for all products. There are no minimum order requirements, no hidden shipping fees, and no additional logistics surcharges for any purchase. Every order placed on our official website automatically qualifies for free global shipping, enabling customers to purchase professional orthopedic footwear and accessories without bearing any logistics costs.
We fully undertake all cross-border-related costs and responsibilities to eliminate all extra expenditures for customers. All tariffs, customs duties, clearance fees, and other additional charges incurred during international transportation and customs clearance are fully covered by our brand. Customers are not required to pay any form of extra fees beyond the product’s original order price. This policy completely removes the cost uncertainty and customs pressure commonly existing in traditional cross-border shopping, realizing a true zero-extra-cost global shopping experience for every user.

3. Return Service Policy

We maintain a customer-friendly and flexible return mechanism to fully protect consumers’ shopping rights and interests. We support a long return period, allowing customers to apply for return services within the official valid return window after receiving their products. Customers can initiate return applications for reasonable reasons including but not limited to product adaptation problems, personal wearing discomfort, unexpected product matching issues, and non-human-induced quality concerns.
We do not set harsh return barriers, complicated review procedures, or unreasonable return restrictions. All legitimate return applications will be reviewed and responded to in a timely manner by our professional after-sales team. To ensure smooth return processing, returned items must be kept in unused, undamaged, and original packaging condition with complete accessories and labels. Any damage caused by human factors, private disassembly, or long-term use that affects secondary sales will not be eligible for return service. We respect every customer’s real shopping experience and always handle return demands with a fair, open, and tolerant attitude.

4. Refund Processing Policy

All refund procedures are implemented in strict accordance with standardized and unified service specifications. After we receive and inspect the returned goods to confirm compliance with return standards, we will complete the official refund processing within 5 to 10 working days. The full refund amount will be returned to the customer’s original payment channel without any deduction, hidden fees, or service charges.
The refund process is fully transparent and traceable. Our after-sales team will update the processing status in real time during inspection, review, and refund execution, ensuring customers can clearly grasp every progress of their refund application. In cases of abnormal order situations such as unsuccessful shipment, order cancellation before delivery, or logistics termination, we will also initiate standardized refund verification and processing according to actual order conditions to fully protect customer funds safety.

5. Currency & Transaction Standard Policy

To adapt to local consumption habits and provide intuitive and convenient transaction experience, our official website uniformly adopts US Dollar (USD) as the only settlement currency. All product pricing, order settlement, discount calculation, and refund amount verification are based on US dollar standards. Unified currency rules effectively avoid exchange rate confusion, price ambiguity, and settlement errors, bringing customers a standardized, clear, and consistent shopping transaction experience.
All transaction data, order records, and billing information are uniformly stored and managed in accordance with official specifications, ensuring the authenticity, accuracy, and traceability of every transaction behavior. Customers can check order details, payment records, and refund records independently through the official order system at any time.

6. Customer Consultation & Support Policy

We provide dedicated and professional customer support services for all users. For any demands related to product consultation, size selection, order inquiry, logistics tracking, after-sales service, policy interpretation, and business cooperation, customers can initiate consultation through the Contact Us page on our official website. We have built a professional customer service team with systematic product knowledge and standardized service training to ensure every consultation receives accurate, patient, and efficient responses.
Our customer service team adheres to the service tenet of customer priority, sincerity, and professionalism. We reply to customer demands in a timely manner, solve user confusion and problems targeted, and provide one-to-one exclusive service support for special order situations and personalized demands. We insist on maintaining smooth and effective communication with every customer, continuously optimizing service details according to user feedback, and improving overall service experience and satisfaction.

7. Service Commitment & Upgrade Mechanism

We always take standardized processes, transparent rules, and user satisfaction as the core of customer service. All service policies are formulated based on cross-border e-commerce industry norms and consumer protection principles, ensuring fairness, rationality, and rigor. We strictly implement every service link from pre-sales consultation, order processing, logistics distribution to after-sales processing, and never arbitrarily change service standards or violate service commitments.
Meanwhile, we continuously optimize and upgrade our service system according to market changes and user feedback. We constantly refine service details, simplify operation processes, improve response efficiency, and strive to provide customers with more convenient, secure, and humanized shopping services. All upgrades and optimizations of service policies will be uniformly implemented on the official website to ensure the consistency and authority of service standards.