We strive to respond to all inquiries as quickly as possible, typically within 24 hours on weekdays and business days. However, for claims, the processing time may be longer, as these often require a thorough investigation, which may sometimes involve consulting with the supplier or taking additional steps to ensure accurate information.

We will always follow up with information on the status of your case. If we need further details, images, or videos that clarify the issue, or if we need to consult with our supplier, we will inform you of this.

If you have not received a response within 24 hours (on weekdays/business days), please submit the case again. Alternatively, you can contact our customer service by phone to ensure the case has been received and is being processed.

Our goal is to respond within 7 business days, but during peak seasons or times of high workload, the processing time may extend up to 14 days. To ensure efficient handling, we kindly ask that you submit only one email per case. Sending multiple emails daily may delay our response, as we handle cases in the order they are received.