Contact information
Contact Policy
Last updated: December 2025
We are a small studio and we read every message. This Contact Policy explains how to reach us and what to include so we can help you quickly.
1. How to Contact Us
For all customer support inquiries, please email:
Email is the fastest and most reliable way to reach us.
2. Response Time
We typically reply within 1–2 business days.
Our support hours follow China Standard Time (UTC+8).
Response times may be longer during peak seasons or public holidays.
3. What to Include in Your Message
To help us resolve your request faster, please include:
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Order number
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Email used at checkout
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A short description of the issue
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Photos or videos when relevant (especially for damage or shipping concerns)
4. Shipping Questions
If you are contacting us about shipping, please include your order number and the latest tracking update when possible.
If tracking shows “Delivered” but you have not received the package, please check your mailbox, delivery area, neighbors, or building mailroom first. If it is still missing, email us and we will assist with next steps.
5. Damaged, Missing, or Incorrect Orders
If your order arrives damaged, missing items, or incorrect, please contact us within 7 days of delivery and include clear photos of:
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The outer packaging with the shipping label
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The internal packaging
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The item(s) and the issue
We will review and help arrange a replacement or refund according to our Refund Policy.
6. Safety and Product Use Concerns
Our products are combustible and must be used responsibly.
If you experience a safety concern, stop using the product immediately and contact us with details and photos when possible.
For urgent situations or emergencies, please seek local emergency assistance first.
7. Other Channels
We may reply to social messages for general questions, but order support and customer service are handled by email only to protect your privacy and ensure accurate handling.