1. Communication Channel
The sole channel for customer service communication is the Contact page on this website. We do not provide customer service by phone, and we do not accept formal service requests through social media direct messages. This design ensures that every inquiry is recorded, tracked, and handled in an orderly sequence. When you submit a message through the Contact page, please include your order number if your inquiry relates to a specific order, along with a clear description of the matter. If your inquiry involves photos—such as images of a damaged item or an incorrect product—please attach them to your message. Clear, complete information allows us to resolve issues faster.
2. Response Time
We process messages in the order they are received. Our target is to respond to all inquiries within a reasonable time, typically within a few business days. During periods of high message volume, such as promotional events or holiday seasons, response times may be longer. We appreciate your patience and ask that you avoid submitting duplicate messages for the same matter, as duplicates can slow down the overall queue. If you need to add information to an existing inquiry, you may submit a follow-up message referencing the original.
3. Scope of Support
Our customer service team handles a range of matters, including order status inquiries, shipping and tracking questions, product information requests, return and refund requests, reports of defective or damaged items, address change requests before shipment, and general feedback. We also assist with questions about this website's policies. We do not provide medical, dermatological, or safety advice beyond the product information stated on product pages. If you have concerns about your child's skin condition or sleep safety, please consult a qualified professional. We do not offer product customization or personal shopping services.
4. Order Inquiries
For order status inquiries, please include your order number. You will also receive tracking information by email once your order ships, and you can check the carrier's tracking page directly for the most current location information. If tracking shows no movement for an extended period, please contact us through the Contact page; we will initiate an inquiry with the carrier. Please note that carrier investigations may take time, and we cannot provide a resolution before the carrier responds. For address changes, please contact us as soon as possible. Address changes are only possible before the package ships, and after shipment the feasibility depends on the carrier.
5. Returns and Refunds
For return and refund matters, please refer to the Refund Policy page for detailed terms. To initiate a return, submit a request through the Contact page with your order number and the item name. Our team will reply with return authorization instructions. Please do not ship items back without authorization. Once a returned item passes inspection, refund processing is completed within five to ten business days to the original payment method. We do not charge restocking fees for items that meet return conditions. If you have questions about the status of a refund already initiated, please contact us with the order number and the date the return was shipped.
6. Damaged or Defective Items
If you receive a damaged or defective item, please contact us through the Contact page as soon as possible with your order number, a description of the issue, and clear photos. We will review and provide a solution, which may include a refund, replacement, or partial refund depending on the situation. In defect or damage cases, we cover the return shipping cost if a return is required. Please retain the item and its packaging until the matter is resolved, as the carrier may require evidence for a damage claim.
7. Product Information
Product pages contain information about fabric composition, care instructions, sizing, and design features. If you need clarification beyond what is stated, you may submit a question through the Contact page. We will provide accurate information based on available product details. We do not make claims about medical benefits, and we do not guarantee specific sleep outcomes. Our product information is intended to help you make an informed purchasing decision, not to substitute for professional advice.
8. Feedback and Complaints
We welcome feedback about products, website experience, and service. If you have a complaint, please describe the issue clearly and include relevant order details. We treat complaints as an opportunity to improve. We will review the matter and respond with an explanation or proposed resolution. We ask that communication remain respectful. We do not tolerate abusive, threatening, or harassing messages, and we reserve the right to limit service interactions that involve such conduct, while still handling any underlying legitimate transaction matter in accordance with applicable policies.
9. Language and Accessibility
Customer service communication is conducted in English. We strive to write clearly and avoid unnecessary jargon. If you have accessibility needs that affect how you interact with the website or our messages, please let us know through the Contact page, and we will make reasonable efforts to accommodate.
10. Limits of Service
Our customer service team does not have the authority to modify the terms of the Shipping Policy, Refund Policy, Privacy Policy, Terms of Purchase, or Terms of Use on a case-by-case basis. Any exception must be consistent with those policies. The team cannot provide legal, tax, or medical advice. The team cannot process payments outside the website's checkout system, and we will never ask you to send payment information by email or message. If you receive a communication claiming to be from us and requesting payment details outside the checkout flow, please do not respond and report it through the Contact page.
11. Contact
All customer service matters are handled through the Contact page. Please include your order number and a clear description of your inquiry. We appreciate your cooperation in using this channel, which allows us to maintain a reliable record and provide consistent support.
