Effective Date: March 18, 2025
Operating Entity: Maoming City Dianbai District Xiadong Town Cuilitong Food Store
Website: https://cooldrap.com/

This policy aims to clarify our service standards, response times, service scope, customer rights, and usage rules, ensuring that global customers receive stable, professional, and consistent shopping and after-sales support. It applies to all users who visit, purchase, or inquire on this site.

1. Service Mission
We are committed to providing global customers with professional, efficient, friendly, and transparent one-stop cross-border clothing shopping services. With the customer experience at the core, we ensure smooth and reliable processes for orders, logistics, after-sales, and inquiries.

2. Service Team and Service Scope
Our team provides the following support:
– Order Inquiries: placing orders, payments, changing addresses, changing sizes, merging orders, etc.
– Product Inquiries: sizes, materials, styles, colors, stock, shipping time
– Logistics Inquiries: package tracking, customs clearance status, timeliness, delays, lost items, damage
– After-Sales Support: returns, refunds, exchanges, reshipments, handling quality issues
– Account Services: registration, login, password, coupons, points, membership benefits
– Complaints and Suggestions: service issues, experience feedback, improvement suggestions
3. Service Hours and Response Time (Applicable to Global Customers)
Service Hours (Beijing Time): Monday to Sunday, 09:00 – 23:00 (covering peak inquiry times in major European and American countries)
Message Response Time
Online Customer Service: Response within 5–15 minutes
Email Inquiry: Reply within 24 hours
Return / After-Sales Review: Completed within 1–3 business days
Refund Processing: Initiated within 3–5 business days after approval
Holiday Notice
During public holidays and major international festivals (Christmas, Black Friday, New Year), inquiry volumes may peak, and responses may be slightly delayed. We will try our best to handle them within 24 hours.
IV. Service Standards and Commitments
Professional Responses: All customer service staff are professionally trained in products, sizing, cross-border logistics, customs clearance, and after-sales processes to ensure accurate information.
Transparency: Clearly inform customers without hiding shipping times, shipping fees, customs duties, return policies, or logistic restrictions. In case of out-of-stock items, delays, or anomalies, proactively notify customers immediately.
Order Guarantee:
– Ensure timely processing after successful payment and do not cancel orders without reason.
– Provide real and valid tracking numbers after shipment.
– Lost or damaged packages: prioritize reshipment or full refunds.
Privacy Protection: Strictly follow privacy policies and do not disclose customers’ personal information, order information, addresses, or contact details.
Fair Handling of After-Sales Quality Issues: Free returns/exchanges/reshipments; buyer issues are handled fairly according to rules, without shirking responsibility, delays, or refusing reasonable after-sales service.
V. Customer Rights and Obligations
Customer Rights
– Receive timely, polite, and professional consultation and assistance
– Obtain truthful information about orders, logistics, and after-sales progress
– Enjoy reasonable return, refund, and replacement services in accordance with the return policy
– Submit complaints and suggestions if dissatisfied with the service
Customer Obligations
– Provide true, accurate, and complete delivery information
– Communicate politely during consultations, without insulting, threatening, or maliciously harassing
– Provide real photos/videos when applying for after-sales service, without making false claims
– Comply with the site’s policies and the customs and logistics regulations of the destination country
VI. Prohibited Behaviors
If a customer engages in any of the following behaviors, we reserve the right to restrict service, cancel orders, or refuse after-sales service:
– Malicious ordering, malicious returns, malicious claims
– Providing false information or forging evidence
– Insulting, abusing, or threatening customer service staff
– Using the platform for fraud, card theft, resale, or other illegal activities
– Repeatedly refusing to accept packages or pay duties without reason, causing losses due to returned packages
7. Service Disclaimer
In the following situations, we are not liable but will make every effort to assist customers in resolving them:
– Delivery failure caused by customers providing incorrect addresses, incorrect phone numbers, or incomplete information
– Packages being held or returned due to customers not clearing customs or paying duties on time
– Customs inspections, policy changes, or delays in clearance during holidays in the destination country
– Force majeure such as natural disasters, wars, epidemics, or logistics bottlenecks
– Delays in fund arrival caused by payment platforms or bank system delays

9. Policy Updates
This policy may be adjusted according to business development and service upgrades. Updates will be announced on the website. Continued use of this site indicates acceptance of the latest policy. …