Customer Service Policy

This Customer Service Policy is designed to ensure a transparent, secure, and pleasant shopping experience for all customers. It covers all core service rules including order processing, shipping and delivery, tariff and fee regulations, return and refund terms, transaction currency standards, and customer communication channels. All service clauses apply to all orders placed on our website, aiming to provide reliable, customer-oriented service support for every coffee enthusiast.

1. Order Processing & Shipping Service

We adhere to efficient and standardized order processing procedures to guarantee every customer can receive their purchased products in a timely manner. All valid orders will be processed and arranged for shipment within 1 to 3 working days after the order is successfully placed and payment is confirmed. Our professional operation team will conduct strict inspection, sorting and packaging for each order before shipment to ensure the integrity of coffee products and avoid damage, omission or wrong delivery during transportation.

After the goods are shipped successfully, the standard delivery period for all regions is 6 to 12 working days. The specific arrival time is subject to the actual logistics transportation progress and regional logistics distribution efficiency. We will push logistics update information in real time during the transportation process, so that customers can always track the order status. We have established stable cooperative relations with global high-quality logistics providers to optimize the transportation link, shorten the delivery cycle, and ensure that high-quality coffee products are delivered to customers in good condition.

2. Free Shipping & Tariff Undertaking Rules

We provide full free worldwide shipping service for all products on the site, with no minimum order amount limit. All customers can enjoy free shipping benefits for any purchased coffee products, and there is no hidden shipping fee, handling fee or additional logistics surcharge in the whole shopping process.

In order to completely reduce the shopping cost of customers and create a zero-burden shopping experience, we independently undertake all tariffs, customs clearance fees and other related additional expenses incurred during international transportation and customs clearance. All displayed prices of products on the website are final settlement prices. Customers do not need to pay any extra fees other than the order payment amount. We take full responsibility for all cost risks in the cross-border sales process, fully protecting the economic rights and interests of every customer.

3. Return Service Policy

We uphold a customer-first service concept and implement a flexible and generous return policy. All products purchased on our website support a 60-day return service. Customers can initiate a return application within the valid return period if they are not satisfied with the product quality, taste, or the received goods do not match the purchase expectation.

To ensure the smooth processing of return applications, customers need to ensure that the returned products are unused, unopened, kept in original intact packaging, and do not have man-made damage, pollution or expiration problems. When initiating a return, customers need to follow the official return process and provide relevant order information and product pictures as required to assist our team in verification. We will strictly review each return application fairly and efficiently, and will not set unreasonable return thresholds for customers.

This return policy fully considers the actual experience of customers purchasing coffee products, reserves sufficient experience and evaluation time for customers, and effectively solves the shopping worries caused by product mismatch and unsatisfactory experience.

4. Refund Processing Rules

After the returned goods are successfully received, inspected and verified by our warehouse team, we will immediately start the refund processing procedure. All eligible refund applications will be completed within 5 to 10 working days. The refund will be returned according to the original payment channel of the order to ensure the safety and accuracy of fund withdrawal.

In case of order cancellation before shipment, we will also complete the refund verification and processing within the specified time. For any abnormal refund situation, our customer service team will actively follow up, communicate and solve the problem for customers. We always maintain an efficient and rigorous refund mechanism to ensure that every customer’s legitimate rights and interests are fully guaranteed, and avoid delayed refunds or unresolved problems.

5. Transaction Currency Standard

To standardize the order settlement process and unify the shopping pricing standard, all product pricing, order settlement and fund transactions on our website are uniformly based on USD (United States Dollar). All displayed prices on the product page, shopping cart and order settlement page are US dollar prices, with clear and transparent pricing and no ambiguous exchange rate conversion rules.

There is no hidden currency conversion fee or differential pricing. All customers can check the order cost intuitively during the shopping process, effectively avoiding the extra cost and shopping confusion caused by currency conversion, and bringing a simple, clear and secure payment experience.

6. Customer Communication & Support Channel

We attach great importance to every customer’s consultation and feedback, and have set up a special and convenient customer service communication channel. For any order consultation, product inquiry, logistics query, after-sales application, service suggestion and other related needs, customers can contact our professional customer service team through the Contact Us page on the website.

Our customer service team has received professional service training, with standardized service processes and warm service attitude. We will respond to customer messages in a timely manner, accurately answer various questions raised by customers, and provide targeted solutions for order and product problems encountered by customers. We take every customer’s feedback seriously, and continuously optimize products and service processes based on customer suggestions to improve overall shopping experience.

7. Service Commitment & Optimization Statement

We have always taken standardized service, transparent rules, efficient response and customer satisfaction as the core service standards. All clauses in the customer service policy are formulated based on the principle of fairness and openness, aiming to provide stable and reliable service guarantee for global customers. Whether it is daily order service or after-sales problem handling, we always adhere to rigorous and standardized operation to avoid arbitrary rules and perfunctory service.

At the same time, we will continuously optimize our service system according to customer shopping feedback and market service standards, upgrade logistics efficiency, improve after-sales processing speed, and improve customer service response mechanism. We are committed to letting every customer enjoy high-quality coffee products and intimate, reassuring, professional supporting services in every shopping process.

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