Customer Service Policy

Customer service is an indispensable core part of our e-commerce platform’s overall operation system. We sell a full range of high-quality multipurpose tools, multitools, knives and pocket tools to global customers, and we are committed to providing comprehensive, standardized, efficient and friendly customer service throughout the whole process from pre-purchase consultation, in-order processing to after-sales guarantee. This Customer Service Policy defines the service scope, service standards, work specifications, user service rights and related behavioral norms of all customer service work on our platform, which all service staff and platform users need to abide by jointly.

Our customer service team adheres to the service tenet of being professional, patient, honest and efficient. We treat every customer equally regardless of order amount, product type or user region. We respect every user’s consultation, demand and feedback, and try our best to solve various problems encountered by customers during browsing, shopping and after-sales use. All customer service work is carried out around the actual needs of users, with standardized processes and unified service standards, to ensure that every user can obtain consistent and high-quality service experience. This policy covers all service scenarios on the platform, including pre-sales consultation, order service, logistics inquiry, after-sales processing, complaint handling and suggestion feedback, forming a complete full-cycle customer service system.

Our customer service covers the entire service link of user shopping on the platform, which can be divided into pre-sales service, in-sales service and after-sales service three major parts, covering all possible service demands of users.

Pre-sales service mainly faces users who browse products and intend to place orders. The service content includes product consultation, including material, function, size, usage method, applicable scenarios and quality details of various multitools, knives and pocket tools; platform rule consultation, including understanding of free shipping policy, promotional activities, order rules and currency settlement standards; shopping guidance, including guidance on account registration, page operation, selection of products and checkout process guidance. Our service staff will answer all kinds of questions about products and platform rules for users in detail, helping users fully understand the goods and services before purchasing, so that you can make a more appropriate purchase choice.

In-sales service targets users who have completed order placement and are waiting for delivery. The main services include order information modification consultation, such as adjusting delivery address and contact information within the allowed scope; order status inquiry, including order processing progress, warehousing and dispatching situation; logistics tracking assistance, helping users check package transportation status and solve abnormal logistics problems; order combined payment and order split related consultation. We will follow the platform rules to assist users in handling various problems in the order execution stage, and ensure that the order proceeds smoothly.

After-sales service is for users who have received products, including return and refund business guidance in accordance with Refund Policy; product quality problem handling, solving functional or appearance problems of tools after receipt; usage guidance for products, teaching users the correct use and maintenance methods of multitools and pocket tools; processing of user complaints and negative feedback; and collection of user product experience and improvement suggestions. The after-sales service runs through the 60-day return period and the subsequent product use stage, fully protecting the user’s after-sales rights and interests.

All members of our customer service team have received professional pre-job training and regular post training, and strictly follow unified service standards and behavioral norms in daily work. In terms of service attitude, we require all staff to be friendly, polite and patient, no matter how many times users consult or how complex the problem is. We refuse to use rude, perfunctory, sarcastic or provocative language, and maintain a respectful communication attitude in all dialogues with users.

In terms of service professionalism, all service staff are familiar with all product parameters, functional characteristics, platform activity rules, shipping policies, refund regulations and privacy clauses. When answering user questions, we ensure that the answers are accurate, clear and effective, and will not provide false information or ambiguous replies to mislead users. For professional problems that cannot be answered temporarily, we will truthfully inform users and conduct internal verification, and give accurate feedback as soon as possible.

In terms of service efficiency, we set a reasonable response time standard for user consultation. We will reply to user’s conventional consultation messages in a timely manner, and for complex problems that need internal coordination and verification, we will first acknowledge receipt of your message, then complete the investigation and processing, and give a detailed reply within the promised time. We optimize the service processing process to reduce the waiting time of users and improve the overall service efficiency.

In terms of confidentiality, all customer service staff are obligated to keep confidential all personal information, order data and communication content involved in the service process. It is strictly forbidden to disclose, spread or use user’s private information and communication content for non-service purposes. Any violation of the confidentiality rule will be dealt with seriously in accordance with internal management regulations.

We provide unified and convenient service entry for users to contact customer service. You can find the dedicated customer service entrance on all pages of the website. The service channel supports text message communication, which is the main way for us to carry out customer service work. When you need to consult questions, feedback problems or put forward suggestions, you can enter the customer service page at any time during the normal browsing and use of the platform, and describe your specific demands, questions or problems in detail.

In order to help us solve your problem faster and more accurately, we suggest you explain the relevant information clearly when initiating a consultation. If it is an order-related problem, please attach the corresponding order number, so that our staff can quickly locate your order and check the relevant situation; if it is a product quality or usage problem, you can describe the specific product name and problem phenomenon in detail, and attach real photos or videos of the product when necessary; if you have questions about platform rules, you can clearly put forward the specific clauses or content you want to know.

We do not provide telephone customer service or offline on-site service for the time being, and all service communication and problem handling are completed through the online message channel. Please use the official service entrance designated on the website to contact us, and do not trust any unofficial contact information to avoid being deceived. All service records generated through the official customer service channel will be retained as the basis for problem tracking and processing.

For user requests to modify order information, we can assist in modifying delivery address, recipient name and contact information before the order is dispatched from the warehouse. Once the order has been shipped out, the delivery information cannot be modified any longer, because the logistics parcel has entered the transportation link. For requests to cancel orders, we handle them according to the order status: orders that have not been shipped can be cancelled directly; orders that have been dispatched cannot be cancelled arbitrarily, and you can only initiate a return application after receiving the goods in accordance with the Refund Policy. We do not support order merging, order splitting and order recipient transfer services across different accounts.

When users inquire about logistics delay, package stop-up and other abnormal situations, our customer service team will cooperate with logistics partners to check the specific reasons for the abnormality, track the parcel status in real time, and feed back the latest progress to users. For undeliverable packages caused by wrong addresses, we will guide users to correct the information and arrange re-delivery. All logistics services follow the unified Shipping Policy of the platform, and our staff will explain the relevant rules to users in detail.

When users consult return application steps, return conditions, free return rules and refund progress, our service staff will guide users to operate step by step in accordance with the Refund Policy. We will check the remaining time of the return period for users, verify the status of return applications, and follow up the whole process of return and refund until the problem is solved. We do not make any commitment beyond the policy clauses for return and refund requests, and all processing is based on the official published rules.

For product usage consultation, maintenance skills and functional questions, our staff will provide detailed text guidance and description according to product characteristics. For products with confirmed quality problems, we will guide users to complete return procedures in compliance with rules, and fully protect users’ legitimate rights and interests.

We have a standardized complaint handling process to deal with user dissatisfaction, service complaints and problem feedback. If you are not satisfied with our products, logistics services, after-sales processing or customer service attitude, you can submit a formal complaint through the official customer service channel. When submitting a complaint, please clearly describe the cause of the complaint, relevant process details and your reasonable demands, and provide relevant order numbers, screenshots and other supporting materials.

After receiving the complaint, our special complaint handling team will accept the case, classify the complaint content, and conduct a comprehensive investigation and verification. During the investigation period, we will keep in touch with you regularly to inform you of the progress of the case. After the investigation is completed, we will make a processing result according to the actual situation and platform rules, and reply to you with the final solution.

We treat every user’s complaint seriously, regard complaints as an important way to find platform deficiencies and optimize services. For valid complaints caused by our service loopholes or staff irregular operations, we will correct the problems in a timely manner and make internal rectification. For complaints caused by misunderstanding of platform rules, we will patiently explain the relevant clauses to users to eliminate misunderstandings. The whole complaint processing is open, fair and transparent, and we will not perfunctory or evade legitimate user complaints.

We welcome all users to put forward valuable suggestions and opinions on our products, page design, activity rules, service processes and other aspects. User feedback is the important driving force for our continuous improvement and development. You can send your optimization suggestions, experience feelings and innovative ideas through the customer service channel at any time.

Our team will collect, sort out and summarize all user suggestions regularly, and transmit effective and reasonable suggestions to the corresponding operation, product and technical departments. For the suggestions that are feasible and conducive to optimizing platform services and product quality, we will arrange plans to implement and optimize them step by step. Although we cannot respond to every suggestion one by one, every opinion from users will be taken seriously. We maintain an open attitude, listen to the voices of users, and continuously improve our products and services based on real user experience.

In order to maintain a good communication environment and normal order of customer service work, we have clear regulations on user behaviors in the service communication process. Users are not allowed to use abusive, insulting, threatening, harassing and other inappropriate language in the communication with customer service staff; are not allowed to send a large number of repeated messages, malicious disturbance, deliberately delaying service work; are not allowed to put forward excessive demands that violate platform policies and refuse to communicate rationally.

It is also prohibited to spread false information, maliciously slander platform products and services, or use the customer service channel to carry out illegal activities such as advertising, fraud and illegal promotion. If a user has the above prohibited behaviors, our customer service team will first remind and dissuade. For users who do not correct their behaviors after repeated reminders, we have the right to suspend the service communication with the corresponding user. We hope all users can communicate rationally and politely, and maintain a harmonious service interaction environment together.

This Customer Service Policy is the unified service standard implemented by our platform for a long time. According to the adjustment of platform business, the expansion of service scope and the optimization of service process, we have the right to revise and update the contents of this policy. The updated policy content will be published on this page uniformly, and take effect immediately after publication.

All customer service work on the platform shall be subject to the latest version of the published policy. If there is any discrepancy between the previous verbal explanation and the clauses of this policy, all shall be subject to the written content of the official policy page. If you have any questions about the contents of this Customer Service Policy, please consult our customer service staff. We will always adhere to the user-oriented service concept, standardize service behavior, improve service quality, and provide reliable and thoughtful full-process customer service for every global customer who chooses our platform.