Shipping Alert: Chinese New Year Delays

Understanding the Impact

As we celebrate the Chinese New Year, a significant and joyous festival that marks the beginning of the lunar new year, we would like to inform our valued customers about the expected delays and limited customer service availability during this period. From February 2nd, 2024, to February 17th, 2024, our operations will be impacted in several ways due to the nationwide celebration in China, where many of our suppliers and logistics partners are located.

Shipping Delays

  • Expected Delays: Due to the Chinese New Year celebrations, we anticipate a delay in shipping times for the majority of orders placed during this period. Shipping may take an additional 5-10 business days longer than our standard delivery times. This affects all shipping methods, including express and standard options. These are estimated delays not guaranteed delays, actual delays may be longer or shorter. 
  • Reason for Delays: The delay is a result of temporary closures and reduced workforce in our manufacturing facilities and logistics partners in China. As employees return to their hometowns to celebrate with family and friends, operations slow down significantly.

Limited Customer Service

  • Availability: Customer service will be limited during the Chinese New Year period. Our team's response time may be slower, and there may be delays in receiving and processing messages.
  • Support Hours: Please expect longer waiting times for both responses to inquiries and resolutions to issues.

Order Processing

  • Order Cancellation: Please note that we will not be able to cancel orders during this period once they have been placed.

Agreement to Terms

  • Acknowledgment: By placing an order during this period, you agree to the terms and conditions stated, acknowledging the potential for delays and limited customer service availability.
  • Informed Decision: We aim to keep you fully informed to make the best decision regarding your purchase during this time.

Our Commitment

We understand the importance of timely deliveries, especially in light of Valentine's Day celebrations, and we sincerely apologize for any inconvenience these delays may cause. Our team is committed to minimizing disruptions and ensuring your orders are processed as quickly as possible.

We appreciate your patience and understanding as we navigate through this festive period. Your support means the world to us, and we look forward to serving you, albeit with a slight delay, during the Chinese New Year.

For any questions or concerns, please reach out to our customer service team. We are here to help, albeit with some limitations during this festive season.

Thank you for your understanding and cooperation.

Order Cancellation and Dispute Policy

We understand the inconvenience that shipping delays may cause, especially during the festive season of the Chinese New Year. Please be aware that once an order has left our warehouses, we are unable to cancel it due to the delays caused by our carriers taking their scheduled breaks. These delays are beyond our immediate control, and we seek your understanding and patience during this period.

Chargeback and Return Policy

In the event that a chargeback is initiated, it's important to note the following:

A) Mandatory Return: In the event of a chargeback, you will be required to return all items purchased once they arrive. This ensures fairness and allows us to process your chargeback appropriately.

B) Return Shipping Costs: If a chargeback is opened, the customer will be required to cover the cost of returning the items. This policy is in place to encourage direct communication and resolution of any issues before reaching the point of a chargeback.

C) Encouragement to Contact Us: We strongly encourage our customers to reach out to us before initiating a chargeback. Our customer service team is dedicated to resolving any issues you may encounter, aiming to provide solutions that are satisfactory and fair.

D) Return Policy Adjustment: While we are offering free returns for orders placed during the Chinese New Year period to accommodate for delays, this offer does not apply in the case of a chargeback. We aim to be fair and transparent in our policies, and this measure is necessary to manage the implications of chargebacks effectively.

Our Commitment to Resolution

We are deeply committed to ensuring your satisfaction and resolving any concerns that may arise with your order. Opening a dispute or chargeback without first allowing us the opportunity to address your concerns can complicate the resolution process.

We urge our customers to contact us with any issues before proceeding with a chargeback. This approach not only facilitates a smoother resolution process but also ensures that we can explore all possible solutions to meet your needs.

Thank you for your understanding, cooperation, and patience. By working together, we can navigate these challenges and ensure a positive experience for all our customers.