Welcome to the Frequently Asked Questions section of Dezhou Shuoya Cross-Border E-Commerce Co., Ltd.

Here you can find answers to common questions about purchasing children’s toys, placing orders, product information, shipping, delivery, returns, refunds, exchanges, product safety, and customer service.

If you cannot find an answer to your question, please use the customer service or contact channel provided through the relevant online store or transaction service.

1. About Our Products

What products do you sell?

We primarily sell children’s toys and related products through our cross-border e-commerce services.

Product availability, specifications, options, and other details may vary depending on the individual product.

Are your products suitable for children?

Each toy may have different recommended ages, features, usage requirements, and safety considerations.

Customers should carefully review the product description, recommended age, safety warnings, usage instructions, and other information provided for the specific product before purchasing.

Parents and guardians should determine whether a toy is appropriate for the intended child.

How can I choose the right toy?

We recommend reviewing the product description and specifications before placing an order.

Pay particular attention to:

• Recommended age;
• Product dimensions;
• Materials or product characteristics where provided;
• Functions;
• Included components;
• Safety warnings;
• Usage instructions; and
• Other product-specific information.

If you need clarification regarding a product, you may contact customer service through the available service channel.

Are product images exactly the same as the product I will receive?

Product images are provided to help customers understand the appearance and characteristics of an item.

Minor differences may occur because of photography conditions, lighting, display settings, manufacturing variations, packaging updates, or other reasonable factors.

If a product is materially different from the information presented at the time of purchase, the matter may be reviewed under our applicable after-sales procedures.

2. Ordering

How do I place an order?

To place an order, select the product you wish to purchase, review the available product information and options, add the item to your shopping cart, provide the required information, and complete the checkout process.

Please carefully review your order before submitting payment.

Can I change my order after placing it?

If you need to change an order, please contact customer service as soon as possible.

We may be able to make changes before the order enters certain stages of fulfillment.

Once an order has been processed, packed, or dispatched, changes may no longer be possible.

Can I cancel my order?

Cancellation may be possible depending on the status of your order.

Please submit a cancellation request as soon as possible.

If the order has already entered fulfillment or has been dispatched, cancellation may no longer be possible, and you may need to follow the applicable return procedure after delivery.

Any mandatory cancellation rights provided by applicable law will continue to apply.

What happens if I enter the wrong shipping address?

Please contact customer service as soon as you notice an address error.

If the order has not yet been dispatched, we may be able to update the address.

After dispatch, an address change may no longer be possible.

Customers are responsible for checking the accuracy and completeness of shipping information before completing an order.

3. Payment

What payment methods are available?

Available payment methods are determined by the payment options presented during the checkout process.

The payment methods available to you may depend on your location, transaction conditions, technical availability, and other factors.

When is my payment processed?

Payment processing generally occurs through the applicable payment service associated with the checkout process.

Your order may enter fulfillment after the applicable payment confirmation has been received.

Why was my payment unsuccessful?

A payment may fail for various reasons, including:

• Incorrect payment information;
• Insufficient funds;
• Payment provider restrictions;
• Bank or card restrictions;
• Security verification;
• Technical issues; or
• Other reasons determined by the applicable payment provider.

If a payment fails, please verify your payment information or try an available alternative payment method.

Is my payment information secure?

Payment transactions may be processed by third-party payment providers.

We take reasonable measures to protect information handled through our services, while payment providers may have their own security systems, policies, and procedures.

For more information about personal information protection, please review our Privacy Policy.

4. Shipping

Do you provide international shipping?

We operate as a cross-border e-commerce business, and shipping may be available to eligible destinations depending on the products, destination, logistics arrangements, carrier availability, customs requirements, and other applicable conditions.

The available shipping options for your order will be shown during the applicable purchasing process.

How long will my order take to arrive?

Delivery time varies depending on the destination, shipping method, order processing time, customs procedures, carrier operations, and other factors.

Any delivery estimate provided during the ordering process should be treated as an estimate rather than a guaranteed delivery date.

International shipments may take longer than expected because of customs processing, transportation disruptions, local delivery conditions, holidays, or other circumstances.

Will I receive tracking information?

Where tracking is available, tracking information may be provided after the order has been dispatched.

Tracking may not become active immediately after shipment information is created.

There may also be periods during international transportation when tracking information does not update immediately.

Why hasn’t my tracking information updated?

Tracking information may remain unchanged for a period of time during international transportation.

Possible reasons include:

• Delayed carrier scanning;
• Customs processing;
• Transfer between logistics providers;
• Transportation between countries or regions;
• Local carrier processing;
• Logistics congestion; or
• Other operational circumstances.

A lack of immediate tracking updates does not necessarily mean that the package has been lost.

My package is delayed. What should I do?

First, check the latest available tracking information.

If the package remains in transit, additional time may be required for transportation or customs processing.

If the shipment appears to have stopped moving for an unusually long period or there is another significant delivery problem, please contact customer service with your order and tracking information so the matter can be reviewed.

What if my package is marked as delivered but I cannot find it?

If tracking indicates that the package has been delivered but you cannot locate it, please first check:

• Your delivery location;
• Household members;
• Building reception or management where applicable;
• Nearby delivery locations; and
• The local carrier’s delivery information.

If the package still cannot be located, contact customer service promptly and provide the relevant order and tracking information.

5. Customs and International Delivery

Can my order be inspected by customs?

Yes.

International shipments may be inspected or processed by customs authorities in the destination country or region.

Customs procedures are outside our direct control and may affect delivery times.

Will customs cause delivery delays?

Customs processing may increase the time required for an international shipment to reach its destination.

Delays may occur because of inspection, documentation requirements, import procedures, local regulations, or other customs-related circumstances.

Are customs duties or taxes applicable?

Customs duties, import taxes, fees, or other charges may apply depending on the destination country or region and its applicable regulations.

Customers should review the import requirements applicable to their destination.

What happens if customs requires additional information?

If customs authorities or the applicable carrier require information or documentation from the recipient, the customer may need to provide the requested information.

Failure to provide required information may result in delays or unsuccessful delivery.

6. Receiving Your Order

What should I do when my package arrives?

We recommend checking the package as soon as reasonably possible after delivery.

Please verify:

• The package condition;
• Product quantity;
• Product type;
• Product condition;
• Included components; and
• Any visible damage.

If there is a problem, contact customer service promptly.

What if the package is damaged when it arrives?

If the shipping package appears damaged, take photographs or videos of the package and the affected product where reasonably possible.

Please retain the original packaging and shipping materials until the matter has been reviewed.

Contact customer service promptly with your order information and supporting evidence.

What if an item is missing from my order?

Please check the entire package and all packaging materials first.

If an item is still missing, contact customer service with your order number and information about the missing product.

We may review the order and fulfillment records before determining an appropriate solution.

7. Returns

Do you accept returns?

Eligible returns may be accepted depending on the reason for the return, product condition, applicable return requirements, and applicable laws and regulations.

Please review our Return & Refund Policy before requesting a return.

How do I request a return?

Contact customer service through the available contact channel associated with the relevant online store or transaction service.

You may be asked to provide:

• Order number;
• Product information;
• Description of the issue;
• Photographs or videos;
• Shipping information; and
• Other information reasonably necessary to review the request.

Please do not send a product back before receiving return instructions unless specifically instructed to do so.

Can I return a product that I have used?

Used products may not always be eligible for return.

Return eligibility may depend on the reason for the return, the product’s condition, whether the product has been altered or damaged, and applicable legal requirements.

Children’s toys may also have additional considerations relating to safety, hygiene, and product integrity.

What products may not qualify for return?

Depending on the circumstances, returns may be unavailable for products that:

• Have been used;
• Have been intentionally damaged;
• Have been modified;
• Are missing essential components;
• Have substantial wear caused after delivery;
• Cannot reasonably be resold because of their condition;
• Are returned outside an applicable return period; or
• Otherwise do not meet applicable return requirements.

These restrictions do not limit mandatory consumer rights under applicable law.

8. Exchanges and Replacements

Can I exchange a defective product?

If a product is confirmed to have a qualifying defect, an exchange or replacement may be available depending on the circumstances and product availability.

We may request photographs, videos, order information, or other evidence before approving an exchange.

What if the product I received is incorrect?

If you receive a product that does not match your order, please contact customer service promptly.

After verifying the order and fulfillment information, we may arrange an appropriate solution, which may include:

• Sending the correct product;
• Replacing the incorrect product;
• Providing a refund; or
• Another appropriate resolution.

What if the replacement product is unavailable?

If the same product is unavailable, we may consider another appropriate solution, such as a comparable replacement, refund, or another resolution depending on the circumstances.

9. Refunds

When will I receive my refund?

Once an eligible refund has been approved and processed, the time required for the funds to appear in your account depends on the payment provider or financial institution.

External payment providers may require additional processing time.

Will I automatically receive a full refund?

Not every approved return or after-sales request necessarily results in a full refund.

The refund amount may depend on:

• The reason for the return;
• Product condition;
• Whether the entire order is affected;
• Shipping circumstances;
• Applicable transaction terms; and
• Applicable laws and regulations.

Can I receive a partial refund?

A partial refund may be considered in certain circumstances.

For example, a partial refund may be appropriate where a customer agrees to keep a product despite a minor issue or where only part of an order is affected.

Partial refunds are assessed based on the circumstances of each case.

Where will my refund be sent?

Where technically and legally possible, refunds are generally processed through the original payment or transaction method.

The exact method may depend on the payment provider and transaction circumstances.

10. Children’s Toy Safety

Are children’s toys safe to use?

Customers should always review the product-specific safety information before allowing a child to use a toy.

Important information may include:

• Recommended age;
• Safety warnings;
• Usage instructions;
• Assembly instructions;
• Small-part warnings;
• Product limitations; and
• Other product-specific safety information.

No toy should be used in a manner contrary to its instructions or warnings.

Should children use toys under adult supervision?

Adult supervision may be appropriate or necessary depending on the child’s age, the type of toy, the product’s design, and the applicable safety instructions.

Parents and guardians should use their judgment and follow all applicable product warnings and instructions.

What should I do if I believe a toy has a safety problem?

Stop using the product if continued use may present a safety risk.

Contact customer service promptly and provide relevant information such as:

• Product name;
• Order number;
• Description of the safety concern;
• Photographs or videos;
• Product packaging;
• Product labels; and
• Other relevant information.

Safety concerns may receive additional review.

11. Parents and Guardians

Can children place orders themselves?

Our online purchasing services are not intended to encourage children to provide unnecessary personal information or independently manage transactions where they are not legally able to do so.

Parents or legal guardians should manage purchases made for children where appropriate.

Why may information about a child be involved in an order?

A customer may purchase a toy for a child and voluntarily provide limited information necessary to complete the transaction.

Customers should avoid providing unnecessary personal information about children.

Where personal information relating to children is processed, applicable privacy and data protection requirements will apply.

How is children’s personal information handled?

We seek to minimize the collection of children’s personal information.

Where information relating to a child under the applicable legal age is processed, additional privacy protections may apply.

Please refer to our Privacy Policy for more information.

12. Customer Service

How can I get help with my order?

For product questions, order issues, shipping questions, returns, refunds, exchanges, or other after-sales matters, please use the customer service or contact channel available through the relevant online store or transaction service.

Providing your order number and a clear description of the issue can help us review your request efficiently.

What information should I provide when contacting customer service?

Depending on the issue, you may provide:

• Order number;
• Product name;
• Recipient information;
• Tracking number;
• Description of the problem;
• Photographs;
• Videos; and
• Other relevant information.

Please avoid sending unnecessary sensitive personal information.

How long will it take to receive a response?

We aim to review customer inquiries within a reasonable period.

Response times may vary depending on the complexity of the issue, whether additional information is required, whether a logistics or payment provider must be contacted, holidays, order volume, and other circumstances.

Can customer service guarantee a particular resolution?

Customer service will review each request according to the relevant circumstances, policies, order records, and applicable laws.

Possible solutions may include:

• Information or guidance;
• Replacement;
• Exchange;
• Reshipment;
• Refund;
• Partial refund; or
• Another appropriate resolution.

A particular outcome cannot be guaranteed before the relevant issue has been reviewed.

13. Product Problems

What should I do if my product is defective?

Stop using the product if continued use could create a safety concern.

Contact customer service and provide your order information together with photographs or videos showing the problem where possible.

The issue will be reviewed to determine whether it qualifies for a replacement, exchange, refund, or another remedy.

What if the toy is missing a part?

Please check the product packaging and instructions carefully first.

If a component appears to be missing, contact customer service before attempting to repair or modify the product.

We may review the product configuration and order information to determine the appropriate solution.

What if the product was damaged after I received it?

Damage caused by improper use, accidental damage, unauthorized modification, improper storage, excessive force, or other circumstances occurring after delivery may not qualify for a product-defect remedy.

If you are unsure about the cause of the damage, contact customer service so that the circumstances can be reviewed.

14. Privacy and Data Protection

How is my personal information protected?

We take reasonable technical and organizational measures to protect personal information against unauthorized access, disclosure, alteration, loss, misuse, or other unlawful processing.

Personal information is handled in accordance with our Privacy Policy and applicable laws and regulations.

Do you share my information with shipping companies?

Information necessary to fulfill an order may be provided to logistics, transportation, delivery, payment, technology, or other service providers involved in completing the transaction.

Only information reasonably necessary for the relevant purpose should be provided.

Can I request access to or deletion of my personal information?

Depending on applicable law and the circumstances, you may have rights to access, correct, delete, restrict, or otherwise manage your personal information.

Please refer to our Privacy Policy for detailed information about available rights and procedures.

15. Cookies and Website Functions

Does the online store use cookies?

Our online store may use cookies and similar technologies to support functions such as:

• Shopping cart functionality;
• Account functions;
• Website security;
• User preferences;
• Website performance;
• Analytics; and
• Other website functions.

The availability and use of specific technologies may vary.

Can I disable cookies?

You may be able to control or restrict cookies through your browser or device settings.

However, disabling certain cookies may affect the availability or functionality of some features.

16. International Orders

Why can international orders take longer?

Cross-border orders may involve multiple transportation stages and service providers.

Delivery may be affected by:

• International transportation;
• Customs processing;
• Import procedures;
• Local delivery;
• Carrier operations;
• Holidays;
• Weather;
• Transportation congestion; and
• Other circumstances.

For this reason, international delivery estimates should not be treated as guaranteed delivery dates.

Can every product be shipped to every country?

Not necessarily.

Shipping availability may depend on destination, product characteristics, carrier restrictions, customs requirements, local regulations, and other conditions.

The available destinations and shipping options will be determined during the applicable purchasing process.

17. Order Issues

What if I receive the wrong quantity?

Check your order confirmation and the contents of the package.

If the quantity received does not match the order, contact customer service with your order number and relevant photographs or other evidence where possible.

What if I receive the wrong product?

Contact customer service promptly.

We will review the order and fulfillment information and determine an appropriate solution if the incorrect shipment is confirmed.

What if part of my order arrives before the rest?

Some orders may be shipped in separate packages depending on fulfillment and logistics arrangements.

Different packages may have different tracking numbers and delivery dates.

Please check the available tracking information for each shipment.

18. Order and Delivery Problems

What if my package is returned to the sender?

A package may be returned because of circumstances such as:

• Incorrect address;
• Incomplete address;
• Failure to collect the package;
• Refusal of delivery;
• Delivery restrictions;
• Customs-related issues;
• Carrier procedures; or
• Other circumstances.

If your package is returned, contact customer service to determine whether reshipment, refund, or another solution is available.

What happens if I refuse delivery?

Refusing delivery may cause the package to be returned and can delay the resolution of your order.

If you have a legitimate reason for refusing delivery, please contact customer service so that the situation can be reviewed.

What if I entered an incorrect postal code?

Contact customer service as soon as possible.

If the order has not been dispatched, the information may be correctable.

After dispatch, an address or postal-code change may no longer be possible.

19. Customer Responsibilities

What are my responsibilities when placing an order?

Customers should:

• Provide accurate personal information;
• Provide a complete shipping address;
• Review product information;
• Review age recommendations;
• Review safety warnings;
• Confirm product options and quantities;
• Review the final order before payment;
• Monitor shipment information where available; and
• Contact customer service promptly when an issue occurs.

What should I do after receiving a children’s toy?

We recommend checking the product before allowing a child to use it.

Review the packaging, product information, age recommendation, warnings, and instructions.

If the product appears damaged, defective, incomplete, or otherwise unsafe, do not allow the child to use it until the issue has been reviewed.

20. Policies and Legal Rights

Where can I find more information about returns?

Please refer to our Return & Refund Policy for detailed information about:

• Eligible returns;
• Product defects;
• Damaged products;
• Exchanges;
• Refunds;
• Return conditions;
• Return shipping; and
• Other after-sales procedures.

Where can I find information about shipping?

Please refer to our Shipping Policy for detailed information about:

• Shipping availability;
• Order processing;
• Delivery estimates;
• Tracking;
• Customs;
• Delays;
• Failed delivery;
• International shipping; and
• Shipping-related issues.

Do these policies affect my legal consumer rights?

No provision of our policies is intended to remove or restrict mandatory consumer rights that apply under applicable laws and regulations.

Where applicable law provides mandatory rights or remedies, those requirements will continue to apply.

21. General Questions

Can policies change?

Yes.

Our policies may be updated from time to time to reflect changes in our business, products, services, logistics arrangements, technology, applicable laws, or operational procedures.

The latest version will display the applicable “Last Updated” date.

Where can I find the latest policy information?

The latest versions of our Privacy Policy, Shipping Policy, Return & Refund Policy, and other applicable policies should be reviewed through the relevant sections of our online store.

What if my question is not answered here?

If you cannot find the information you need, please contact us through the customer service or contact channel made available through the relevant online store or transaction service.

When contacting us about an order, providing your order number and relevant details can help us understand and process your request more efficiently.

22. Company Information

Dezhou Shuoya Cross-Border E-Commerce Co., Ltd.

Business Address:
Dezhou City, Pingyuan County,
Deyuan Subdistrict,
South of Ping’an Avenue and East of Erhuan East Road,
Within the Second Entrepreneurship Industrial Park,
Shandong Province, China

Our business primarily focuses on the online sale of children’s toys and related products through cross-border e-commerce services.

Our Commitment

We aim to provide customers with clear product information, responsible order handling, reasonable customer support, transparent shipping information, and appropriate after-sales assistance.

We also recognize the importance of product safety and privacy when children’s toys are purchased and used by families.

Our goal is to make the shopping process as straightforward, transparent, and dependable as reasonably possible—from product selection and ordering to delivery and after-sales support.