CUSTOMER SERVICE POLICY

Service Tenet & Global Standard

We adhere to the service principle of sincerity, professionalism, and efficiency, providing standardized and high-quality pre-sales consultation, order processing, logistics tracking, and after-sales problem-solving services for all global customers. We maintain an equal and respectful service attitude for every user, with no discrimination based on order amount, region, or purchase frequency.

Professional Pre-Sales Customization Guidance

Our customer service team provides professional one-on-one eyewear guidance, including prescription parameter matching, frame size selection, magnetic collocation suggestions, lens function selection, summer style matching, and daily wearing and maintenance tips, helping every customer choose the most suitable customized eyewear.

Standard Order Fulfillment Process

After the customer completes payment, we will strictly follow the standardized process to complete order review, prescription data verification, product quality inspection, shockproof and compression-resistant professional packaging, and arrange international delivery within 1 to 3 business days to ensure that every pair of eyewear is delivered in perfect condition.

Equal Global Logistics Service Guarantee

All global customers enjoy unified free worldwide shipping benefits and a standardized 6–12 business day delivery cycle. We do not set differential logistics standards for different regions, ensuring that every international customer enjoys fair and consistent shopping experience and service quality.

Zero-Threshold Free Global Shipping Service

The store’s permanent zero-threshold free worldwide shipping policy covers all eyewear products throughout the site. There are no hidden shipping fees, handling fees, or checkout additional charges, allowing every customer to enjoy cost-effective cross-border shopping.

60-Day Long-Term After-Sales Protection

Every order is protected by a 60-day worry-free return mechanism. Our after-sales team quickly responds to product quality problems, transportation damage, order errors, and other abnormal situations, providing efficient problem-solving solutions for global users.

Efficient Refund Processing Mechanism

After the returned goods pass warehouse inspection, we will complete all refund review and fund release work within 5 to 10 business days, with transparent processes and efficient execution, allowing customers to obtain fund feedback in the shortest standardized cycle.

Fair Service for All Users

Whether you are a new customer or a long-term repeat customer, whether your order amount is high or low, we will provide the same attentive, professional, and rigorous service, respecting every shopping choice of users from all over the world.

Continuous Service Experience Optimization

We continuously optimize service processes and response efficiency based on American consumer habits and global user feedback, optimize pre-sales professionalism and after-sales flexibility, and create a smoother and more reassuring cross-border shopping experience.

Brand Service Commitment

We always stand behind every pair of customized eyewear we sell. With reliable product quality and standardized service system, we let every global customer shop with confidence, wear with comfort, and enjoy stylish and practical adaptive eyewear.

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