FAQ

Order-Related Questions

Q: What's the process for placing an order?
A: You can place orders directly through our official platform with a simple, clear process. Here are the steps: Log in to your account → Select the desired product(s) and add them to your cart → Verify the quantity, specifications, etc., of items in the cart → Fill in or confirm your delivery address → Choose a suitable payment method and complete the payment → Wait for your order to be confirmed.

Payment Security Questions

Q: Is my payment information safe?
A: Your payment information is fully protected! We prioritize payment security and ensure comprehensive protection through two core safeguards:
  1. Compliance Certification: Our partner payment platforms are all PCI-DSS (Payment Card Industry Data Security Standard) certified, fully meeting global security norms for cardholder data processing—laying a solid foundation for payment security at the platform level.
  2. Technical Encryption: We use end-to-end encryption technology to fully protect your credit card details, billing address, and all payment-related data, ensuring every transaction is secure.

Order & Logistics Questions

Q: How long does it take for an order to ship and arrive?
A: Order fulfillment includes two stages: "order processing" and "logistics delivery," with the following timelines:
  1. Order Processing: After successful payment, orders are usually confirmed within 12 hours; once confirmed, they’ll be processed and shipped within 2 business days.
  2. Logistics Delivery: Domestic orders take 3-8 business days for standard delivery; international orders take 5-22 business days (timelines depend on your location and local customs clearance processes).
Q: How can I track my order's logistics status?
A: Real-time logistics tracking is available. Follow these steps:
  1. Get the Tracking Number: Once your order ships, the tracking number will be sent to your registered email immediately; you can also find it by logging into your account and checking the "Order History" section.
  2. Check Logistics Info: Use the tracking number to log into the corresponding carrier’s (e.g., UPS, DHL) official website, where you can view the real-time status of your package and estimated delivery time.
Q: How are shipping fees calculated?
A: All orders qualify for free standard delivery—there’s no minimum purchase requirement.

Product Usage Questions

Q: Do I need to assemble the product myself?
A: No self-assembly is needed! All products are fully pre-assembled before shipping. You can start using them within 1 minute of unboxing—no extra tools or complicated steps required.

After-Sales & Return Questions

Q: What is your return policy?
A: All products are eligible for 30-day hassle-free returns, with the following terms:
  1. Return Period: You can submit a return request within 30 days of receiving the product if you’re not satisfied.
  2. Cost Details: We cover the full cost of return shipping—you won’t need to pay any logistics fees related to returns.

Customer Service Contact Questions

Q: How can I get in touch with customer service?
A: You can reach our customer service team via email:
  1. Email Address: HomePlusService@outlook.com
  2. Communication Tips: To speed up issue resolution, please include your order number in the email if the inquiry relates to an order; also, provide detailed information about your issue (e.g., order delay, return request, product inquiry).
  3. Response Time: Our team will reply to your email within 48 business hours (working hours: Monday to Friday, excluding public holidays).