FAQ
Legal Representative: Zhang Jiafeng
Include your order number for faster assistance.
Answers before you need to ask.
Find practical information about ordering, delivery, tracking, changes, returns, and refunds. For a question about a specific order, contact customer support with your order number.
How do I know my order was received?
After checkout, an order confirmation is sent to the email address provided. If you do not see it, check your spam folder and contact service@xkdhr.com.
How long does order processing take?
Orders are generally processed within 2–5 business days after payment confirmation. Processing may take longer during high-volume periods or when additional order verification is required.
When will I receive tracking information?
Once your order has been dispatched, a shipping confirmation email containing available tracking information will be sent to you.
Why has my tracking stopped updating?
Tracking can pause while a parcel is transferred between carriers or processed by customs. If no update appears for an extended period, contact us with your order number.
Can products arrive in separate packages?
Yes. Depending on inventory and fulfilment location, items from one order may be shipped separately. Separate tracking details may be provided for each parcel.
Can I change or cancel an order?
Contact us as soon as possible. We will try to help before fulfilment begins, but changes or cancellations cannot be guaranteed once an order has entered processing or shipment.
What if my item arrives damaged or incorrect?
Email us promptly with your order number and clear photos or video of the item and packaging. We will review the issue and provide an appropriate replacement, refund, or return solution.
What is the return window?
Eligible items may be returned within 30 calendar days after delivery. Items must be unused and in their original condition with the original packaging, subject to the Return & Refund Policy.
Where should I send a return?
Do not send returns to the business registration address. Contact customer support first. After approval, we will provide the correct return warehouse address and instructions.
Who pays for return shipping?
Customers are generally responsible for preference-based return shipping. If an item is damaged, defective, incorrect, or materially different from its description, we will provide an appropriate solution at no additional cost to the customer.
How long do refunds take?
Approved refunds are issued to the original payment method within 5–10 business days after the returned item has been received and inspected. Your bank may require additional time to post the funds.
Will I need to pay duties or taxes?
Import duties, taxes, or customs charges may apply depending on the destination and local rules. Where these charges are not collected at checkout, they may be payable by the recipient.
Still need help?
Our customer care team can assist with product questions, orders, delivery, returns, and refunds.
No. 34, 1st Floor, Unit 2, Building 1, No. 31 Zhaojuesi Heng Road, Chenghua District, Chengdu, Sichuan, China.