Platform logistics and delivery policy

1.1 Standard timing: Once payment for an order of flexibly customized products succeeds, production will normally be completed and the products handed to the courier for collection within 48 - 72 hours. Exact timing may vary with daily capacity and order complexity.

1.2 Peak periods: During major e-commerce promotions (such as Double Eleven, 618 and year-end sales) and around public holidays, order volumes may surge, and production schedules and shipping times may be extended as appropriate. Refer to the order page and platform announcements for specific arrangements.

1.3 Order exceptions: Our customer service team will proactively contact you in the following situations:

• Your uploaded design artwork has insufficient resolution or obvious errors that prevent normal production.
• A particular material or device model is temporarily out of stock and needs to be restocked.
• Recipient information is incomplete or in question and requires your confirmation before shipping.

1.4 Shipping updates: After all or some products in an order are handed to a courier, the system records the courier, tracking number and products included for each actual shipment batch, and shows the corresponding progress, such as “Partially shipped” or “Shipped”, in the order details. For linked stores that support logistics updates, this information is synchronized according to the sales platform’s rules.

2.1 Partner couriers: The platform currently supports SF Express and ZTO Express. At checkout, you can select a courier available for the current recipient address, or save an account’s default courier in Preferences. The final options are those shown at checkout.

2.2 Other courier requests: If the courier you need is not offered at checkout, contact customer service before placing the order to confirm whether it can be arranged. If another courier is confirmed, the shipping fee and any price difference are subject to customer service’s confirmation.

2.3 Shipping fees and delivery coverage: Shipping fees and delivery coverage vary with the selected courier, recipient address, parcel weight and dimensions, service type, temporary surcharges and changes in negotiated rates. The shipping fee quote page provides current reference prices. The final shipping fee payable is the amount confirmed at checkout before submitting the order.

2.4 Electronic shipping labels: The platform generates and prints electronic shipping labels according to the selected courier’s requirements. Recipient information is used only for order fulfillment and is encrypted or masked in accordance with applicable privacy protection requirements.

3.1 Coverage: Courier companies determine delivery coverage for remote, border and island areas by the specific recipient address, rather than classifying entire provinces uniformly. Some addresses may be subject to temporary shipping suspensions, limited service types or surcharges.

3.2 Additional charges: Applicable remote-area or temporary regional surcharges are included in the shipping fee at checkout. No separate additional payment is required after submitting the order. Before placing an order, check current reference prices on the shipping fee quote page.

3.3 Delivery times: Transit times for remote areas may be affected by transfer distances, weather and local service-point operations. Any estimated delivery time shown on a page is for reference only. Actual progress is determined by the courier’s logistics tracking updates.

3.4 Currently unreachable addresses: Some addresses in mainland China may be unavailable for shipping due to courier coverage, parcel weight or temporary restrictions. Before placing an order, check currently available couriers on the shipping fee quote page or at checkout.

3.5 Delivery to Hong Kong, Macao and Taiwan: The platform currently supports shipping via SF Express to Hong Kong, China; Macao, China; and Taiwan, China. Complete the declaration and customs clearance information required on the page for these orders. Available services, estimated delivery times and shipping fees are determined by the real-time query results at checkout.

4.1 Direct overseas shipping is currently unavailable: Except for Hong Kong, China; Macao, China; and Taiwan, China, the platform currently does not support direct shipping to other countries or regions. If your customers are in other countries or regions, you can first send the products to a consolidation or forwarding warehouse address currently supported by the platform, then arrange onward transportation yourself.

4.2 Self-arranged forwarding: When using consolidation or forwarding services, confirm onward transportation arrangements, costs, timing, customs declarations and destination compliance requirements with your chosen provider. If the forwarding stage has special packaging or document requirements, contact customer service before placing the order to confirm whether the platform can accommodate them.

5.1 Standard packaging: Before shipping products, we select outer packaging and necessary cushioning based on product characteristics, quantity and transportation requirements to reduce the risk of damage from compression or impact in transit.

5.2 Inner packaging options: When placing an order, you can select an inner packaging option available for the current product. Specific packaging components and fees vary by product, inventory and packaging combination. Refer to the actual options shown at checkout.

5.3 Special packaging requests: If you need boxes, sleeves or other custom packaging bearing your branding, contact customer service before placing an order to confirm feasibility, minimum order quantity, delivery time and costs.

6.1 Returned parcels: If a parcel is returned for reasons not attributable to the platform, such as incorrect recipient information, inability to make contact, failure to collect it on time or refusal by the recipient, return and subsequent reshipping costs are handled according to the actual amounts incurred and the allocation of responsibility.

6.2 Loss or damage in transit: If a parcel is severely damaged, keep the outer packaging, courier shipping label and photo or video evidence. If a parcel is lost in transit, this physical evidence is not required. In either case, submit an after-sales request from the order or contact customer service promptly. We will assist with requesting a courier investigation and compensation claim. Responsibility and compensation amounts are determined by valid evidence and the courier’s handling outcome.

6.3 Receipt and feedback: We recommend reminding end consumers to inspect the outer packaging and products upon receipt. If a problem is found afterward, please submit an after-sales service request in the order details as soon as possible. Request deadlines and required evidence are governed by the After-sales Service Coverage and Refund Policy.

6.4 Reshipping after a return: If reshipping is needed after a return is confirmed, first confirm the recipient information, available couriers and the costs for this shipment. If you are responsible for the costs, reshipping will be arranged after payment is completed.

7.1 Order tracking: After an order ships, you can view the courier tracking number and logistics tracking updates for each shipment batch in “Manage orders” or “Cloud warehouse” on the platform.

7.2 Logistics exceptions: If tracking information has not updated for a long time, shows an exception, or the parcel has not arrived by the estimated delivery time, contact customer service promptly. We will help follow up with the courier.

7.3 Store logistics updates: For orders received through a linked store, when the sales platform supports logistics updates and authorization is valid, the system synchronizes the courier and tracking number based on actual shipping results. Refer to the order details and the corresponding store admin for the actual results.

If you have any questions about logistics or delivery, or encounter a logistics issue requiring urgent attention, contact us using the following details:

Our customer service team provides support on working days from 9:00 - 18:00. Urgent logistics issues receive priority.