Last Updated: September 23, 2026

At Dezhou Shuoya Cross-Border E-Commerce Co., Ltd., we are committed to providing customers with a professional, reliable, transparent, and customer-focused shopping experience when purchasing children’s toys and related products through our online store.

Our team and service standards are designed to support customers throughout the shopping journey, from browsing and product selection to order processing, shipping, delivery, and after-sales assistance.

This Team & Services Policy explains our service principles, customer support standards, order assistance procedures, product information practices, fulfillment responsibilities, and after-sales service approach.

1. Company Information

Company Name: 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 channels.

2. Our Service Philosophy

We believe that a good shopping experience involves more than simply providing products.

Our service approach is based on:

  • Clear product information;
  • Responsible order handling;
  • Reliable communication;
  • Reasonable customer assistance;
  • Transparent shipping information;
  • Appropriate after-sales support;
  • Respect for customer privacy;
  • Product-quality awareness; and
  • Continuous improvement of our services.

We aim to make the purchasing process straightforward and understandable while providing reasonable assistance when customers encounter questions or problems.

3. Our Team

Our operations may involve personnel and service functions responsible for different stages of the customer journey.

Depending on business requirements, these functions may include:

  • Product and merchandising support;
  • Order processing;
  • Packaging and fulfillment;
  • Shipping coordination;
  • Customer service;
  • After-sales support;
  • Quality and order checking;
  • Operational management; and
  • Other functions necessary to support our e-commerce activities.

Different members or operational functions may be responsible for different aspects of an order.

Our team works together to support order accuracy, product handling, fulfillment, delivery coordination, and customer assistance.

4. Professional Service Standards

We aim to provide services in a professional, respectful, and responsible manner.

Our service standards include:

  • Treating customers respectfully;
  • Providing information as clearly as reasonably possible;
  • Handling customer inquiries in a professional manner;
  • Protecting customer information;
  • Reviewing order-related issues carefully;
  • Avoiding intentionally misleading information;
  • Following applicable policies and procedures;
  • Supporting reasonable after-sales requests; and
  • Continuously improving service quality.

We strive to handle customer matters based on the specific circumstances of each order rather than applying inappropriate assumptions.

5. Product Information Services

We aim to provide customers with information that helps them understand the children’s toys and related products available through our online store.

Depending on the product, information may include:

  • Product name;
  • Product description;
  • Product images;
  • Product features;
  • Product specifications;
  • Available options;
  • Quantity information;
  • Applicable age recommendations;
  • Safety information;
  • Usage instructions;
  • Packaging information; and
  • Other relevant product details.

Customers should carefully review the information provided for a product before placing an order.

Where product information is updated, the latest applicable information presented during the purchasing process should be considered the relevant product information.

6. Children’s Toy Safety Information

Because our products include children’s toys, safety is an important part of our service standards.

Where applicable, customers should review:

  • Recommended age ranges;
  • Safety warnings;
  • Usage instructions;
  • Assembly instructions;
  • Product limitations;
  • Small-part warnings;
  • Packaging instructions; and
  • Other safety information supplied with the product.

Parents, guardians, and other responsible adults should determine whether a particular toy is appropriate for the intended child based on the product information, age recommendation, safety warnings, and the child’s circumstances.

Children should use toys in an appropriate manner and under suitable adult supervision where supervision is recommended or necessary.

7. Product Selection Assistance

Customers may review available product descriptions and information before making a purchase.

Where customer service assistance is available, customers may request clarification regarding matters such as:

  • Product characteristics;
  • Available options;
  • Product specifications;
  • Order details;
  • Shipping information;
  • Return procedures; or
  • Other information relevant to the purchasing process.

We will make reasonable efforts to provide accurate information based on the product and order information available to us.

However, customers remain responsible for reviewing the final product information and order details before completing a purchase.

8. Order Processing Services

Once an order has been successfully submitted, our order-processing functions may include:

  1. Reviewing the order;
  2. Confirming the products and quantities;
  3. Confirming payment status where applicable;
  4. Preparing the products;
  5. Checking order information;
  6. Packaging the order;
  7. Preparing shipment documentation where required;
  8. Coordinating with logistics providers; and
  9. Arranging dispatch.

Order processing times may vary depending on product availability, order volume, holidays, logistics arrangements, and other operational circumstances.

9. Order Accuracy

We aim to process orders according to the information submitted by the customer.

Before an order is dispatched, relevant information may be checked where reasonably possible.

Customers are responsible for reviewing:

  • Product selection;
  • Quantity;
  • Product options;
  • Shipping address;
  • Recipient information;
  • Payment information; and
  • Other order details before completing the purchase.

If an error is identified after an order has been placed, customers should contact customer service as soon as possible.

Changes may not be possible once an order has entered fulfillment or been dispatched.

10. Packaging and Fulfillment

Our fulfillment process is intended to ensure that ordered products are prepared and packaged appropriately before shipment.

Depending on the product, fulfillment may include:

  • Product inspection;
  • Quantity checking;
  • Packaging;
  • Protective packing;
  • Label preparation;
  • Shipment preparation; and
  • Handover to a logistics provider.

Packaging requirements may vary depending on product characteristics, destination, shipping method, and carrier requirements.

11. Shipping Assistance

We aim to provide customers with clear information regarding available shipping arrangements.

Shipping assistance may include:

  • Information about available shipping options;
  • Order dispatch information;
  • Tracking information where available;
  • Assistance with delivery questions;
  • Support for delayed shipments;
  • Assistance with shipping-related issues; and
  • Coordination with logistics providers where reasonably necessary.

Because cross-border transportation involves independent logistics and delivery providers, certain shipping matters may depend on information or decisions made by those providers.

12. Tracking Support

Where tracking information is available, customers may use the relevant tracking information to monitor shipment progress.

Tracking information may take time to become active after dispatch.

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

If a shipment appears to be delayed or unusual based on its tracking status, customers may contact customer service for assistance.

We may review the available shipping information and, where appropriate, coordinate with the relevant logistics provider.

13. Customer Service

Our customer service function is intended to assist customers with questions and issues relating to our products and services.

Customer service matters may include:

  • Product questions;
  • Order questions;
  • Payment-related questions;
  • Shipping questions;
  • Tracking questions;
  • Delivery issues;
  • Damaged products;
  • Incorrect products;
  • Missing products;
  • Product defects;
  • Returns;
  • Exchanges;
  • Refunds; and
  • Other order-related matters.

We aim to handle inquiries clearly and professionally.

14. Customer Communication

Customers should provide accurate information when communicating with us about an order.

For order-related inquiries, useful information may include:

  • Order number;
  • Product name;
  • Recipient information;
  • Tracking number;
  • Description of the issue; and
  • Photographs or videos where relevant.

Providing complete information may help us identify the order and investigate the issue more efficiently.

15. Response and Processing Times

We aim to review customer inquiries and requests within a reasonable period.

Response and processing times may vary depending on:

  • The complexity of the request;
  • Whether additional information is required;
  • Whether a logistics provider must be contacted;
  • Whether a payment provider must be consulted;
  • Whether an investigation is required;
  • International time differences;
  • Holidays;
  • High-volume periods; and
  • Other operational circumstances.

Certain requests may therefore require additional processing time.

16. After-Sales Service

We recognize that customer service continues after an order has been delivered.

After-sales assistance may include support relating to:

  • Product defects;
  • Transportation damage;
  • Incorrect products;
  • Missing items;
  • Returns;
  • Exchanges;
  • Refunds;
  • Product information; and
  • Other legitimate order-related concerns.

Eligible after-sales requests will be handled in accordance with the applicable Return & Refund Policy, product conditions, order records, and applicable laws and regulations.

17. Returns and Exchanges

When a customer believes that an order qualifies for a return or exchange, the customer should contact customer service before sending the product back.

Depending on the circumstances, an eligible request may result in:

  • Replacement;
  • Exchange;
  • Full refund;
  • Partial refund;
  • Reshipment; or
  • Another appropriate resolution.

The availability of a particular solution depends on the reason for the request, product condition, inventory availability, shipping circumstances, and applicable legal requirements.

18. Refund Assistance

Where a refund has been approved, we will process the applicable refund through the relevant payment or transaction channel where technically and legally possible.

The time required for a refund to appear may depend on the payment provider or financial institution.

We cannot control the internal processing time of an external payment provider or financial institution.

Customers should retain relevant order and payment records until a refund has been successfully completed.

19. Handling Product Problems

If a customer reports a product problem, we may ask for information that helps us understand the situation.

Depending on the issue, this may include:

  • Product photographs;
  • Packaging photographs;
  • Videos;
  • Product labels;
  • Order information;
  • Shipping information;
  • Description of how the product was used; and
  • Other relevant information.

This information allows us to determine whether the issue may be related to transportation, product quality, missing components, incorrect fulfillment, improper use, or another circumstance.

20. Product Quality Concerns

We take product-quality concerns seriously.

When a customer reports a potential quality issue, we may review:

  • The product;
  • Product description;
  • Order records;
  • Product condition;
  • Packaging condition;
  • Shipping information;
  • Customer-provided evidence; and
  • Other relevant information.

If a product is confirmed to have a qualifying defect, an appropriate remedy may be provided in accordance with our Return & Refund Policy and applicable law.

21. Damaged Products

If a product arrives damaged, customers should contact customer service promptly.

Where reasonably possible, customers should preserve:

  • The product;
  • Original packaging;
  • Shipping materials;
  • Shipping labels; and
  • Other relevant evidence.

Photographs or videos may be requested to assist with the investigation.

A suitable solution may include replacement, refund, reshipment, or another appropriate remedy depending on the circumstances.

22. Incorrect or Missing Products

If a customer receives an incorrect product or discovers that an expected item is missing, the customer should contact customer service promptly.

We may compare:

  • The original order;
  • Product selection;
  • Quantity;
  • Fulfillment records;
  • Packaging information; and
  • Shipping records.

If the issue is confirmed, an appropriate solution may be arranged.

23. Customer Privacy

Respecting customer privacy is an important part of our service standards.

Personal information collected during the shopping, ordering, payment, shipping, or customer service process will be handled in accordance with our Privacy Policy and applicable privacy and data protection laws.

We seek to limit access to personal information to situations where such access is reasonably necessary for legitimate business operations.

Customers should avoid providing unnecessary sensitive information when contacting customer service.

24. Responsible Handling of Customer Information

Customer information may be used for legitimate purposes such as:

  • Processing orders;
  • Providing customer support;
  • Coordinating delivery;
  • Handling returns and refunds;
  • Preventing fraud;
  • Maintaining transaction records;
  • Protecting service security; and
  • Complying with legal requirements.

We do not intend to use customer information for unrelated purposes beyond what is permitted by applicable law.

25. Children’s Privacy and Customer Service

Although we sell children’s toys, our services are intended to be used by customers who are legally able to place orders and provide the information necessary to complete transactions.

Parents and guardians purchasing products for children should provide information necessary for the transaction themselves where appropriate.

We do not intentionally encourage children to provide unnecessary personal information to us.

Where information relating to children is processed, applicable privacy and child-protection requirements will be followed.

26. Customer Responsibilities

Customers play an important role in maintaining an efficient shopping and service process.

Customers are responsible for:

  • Providing accurate order information;
  • Providing accurate shipping information;
  • Selecting appropriate products;
  • Reviewing product information;
  • Reviewing safety warnings and age recommendations;
  • Following product instructions;
  • Monitoring shipment information where available;
  • Inspecting products after delivery;
  • Reporting legitimate problems promptly; and
  • Providing accurate information when requesting customer service.

Customers should not intentionally provide false information or misuse customer service procedures.

27. Communication About Orders

We may communicate with customers regarding matters necessary to process or support their orders.

Such communication may relate to:

  • Order confirmation;
  • Payment status;
  • Product availability;
  • Shipping;
  • Delivery;
  • Address issues;
  • Returns;
  • Refunds;
  • Exchanges;
  • Customer service requests; or
  • Other matters directly related to an order.

Customers should ensure that the contact information provided during the transaction remains reasonably accessible.

28. Service Limitations

Although we aim to provide reliable assistance, certain matters may be affected by circumstances outside our direct control.

These may include:

  • International logistics disruptions;
  • Customs procedures;
  • Carrier operations;
  • Payment provider processing;
  • Technical outages;
  • Severe weather;
  • Public emergencies;
  • Government measures;
  • Product availability; or
  • Other unforeseen circumstances.

When such circumstances occur, we will make reasonable efforts to assist customers and provide available information.

29. Third-Party Service Providers

Certain aspects of an order may involve independent third-party service providers, including payment processors, logistics providers, delivery companies, hosting providers, technology providers, or other service providers.

These parties may have their own operational procedures and policies.

Where their services are necessary to complete an order or provide a requested service, we may need to provide relevant information to them as described in our Privacy Policy.

30. Service Transparency

We aim to provide information that is reasonably clear and accurate regarding:

  • Products;
  • Prices;
  • Order processing;
  • Shipping;
  • Returns;
  • Refunds;
  • Customer service; and
  • Other important purchasing conditions.

We do not intentionally seek to mislead customers regarding material characteristics of products or services.

If an error is identified in published information, we may correct the information as soon as reasonably practicable.

31. Continuous Service Improvement

We regularly seek opportunities to improve our customer experience and operational processes.

Service improvements may involve:

  • Improving product information;
  • Improving order processing;
  • Improving packaging procedures;
  • Improving shipping coordination;
  • Improving customer communication;
  • Improving after-sales procedures;
  • Strengthening information protection; and
  • Improving website functionality.

Customer feedback may help us identify areas where service improvements are needed.

32. Customer Feedback

Customers may provide feedback regarding their shopping experience, products, shipping, customer service, or other aspects of our services where feedback functionality is available.

Feedback may be reviewed for purposes such as:

  • Understanding customer experiences;
  • Identifying recurring issues;
  • Improving products or services;
  • Improving operational procedures; and
  • Developing better customer support practices.

Feedback containing personal information will be handled in accordance with our Privacy Policy and applicable laws.

33. Complaints and Service Concerns

Customers who are dissatisfied with an aspect of their order or service should contact customer service through the available contact channel associated with the relevant online store or transaction service.

When submitting a complaint, customers are encouraged to provide:

  • Order number;
  • Product information;
  • Description of the issue;
  • Relevant dates;
  • Supporting evidence where applicable; and
  • The resolution being requested.

We will review complaints based on the information available and applicable policies.

34. Fair and Reasonable Service

We aim to handle customer requests fairly and consistently while considering the individual circumstances of each case.

Our service decisions may take into account:

  • Order information;
  • Product condition;
  • Shipping status;
  • Customer-provided evidence;
  • Applicable policies;
  • Availability of replacement products;
  • Logistics information; and
  • Applicable laws and regulations.

Where applicable law provides mandatory consumer rights, those rights will not be limited by this policy.

35. Product Safety Reports

If a customer believes that a children’s toy may present a safety concern, the customer should stop using the product when continued use may present a risk and contact customer service as soon as reasonably possible.

Relevant information may include:

  • Product name;
  • Order information;
  • Description of the safety concern;
  • Photographs;
  • Videos;
  • Packaging;
  • Product labels; and
  • Other relevant information.

Safety concerns may be reviewed separately from ordinary product-return requests.

36. Service Integrity

We aim to conduct our customer service operations with honesty, responsibility, and respect.

We do not intentionally encourage:

  • False claims;
  • Misleading information;
  • Fraudulent refund requests;
  • Abuse of return procedures;
  • Manipulation of customer service processes; or
  • Other activities that improperly interfere with our services.

We reserve the right to investigate suspected abuse where permitted by applicable law.

37. Service Availability

The availability of particular services may vary depending on:

  • Product availability;
  • Destination;
  • Logistics conditions;
  • Technical systems;
  • Payment methods;
  • Customer location;
  • Applicable regulations; and
  • Other operational factors.

Not every service, product, shipping method, or after-sales option will necessarily be available in every country or region.

38. Applicable Laws and Regulations

We seek to provide our services in accordance with applicable laws and regulations governing e-commerce, consumer protection, product safety, privacy, personal information protection, advertising, shipping, and other relevant matters.

Where mandatory legal requirements apply to a customer’s transaction, those requirements will take precedence over any inconsistent provision of this policy to the extent required by law.

39. Updates to This Team & Services Policy

We may update this Team & Services Policy from time to time to reflect:

  • Changes to our business;
  • Changes to our products;
  • Changes to customer service procedures;
  • Changes to fulfillment processes;
  • Changes in technology;
  • Changes in applicable laws and regulations; or
  • Other legitimate operational requirements.

The updated version will be published with a revised “Last Updated” date.

Customers are encouraged to review this policy periodically.

40. Contact and Customer Service Assistance

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

For product questions, order assistance, shipping inquiries, returns, refunds, exchanges, product-quality concerns, or other service matters, customers should use the customer service or contact channel made available through the relevant online store or transaction service.

When contacting us regarding an order, customers are encouraged to provide their order number and relevant details so that the request can be handled efficiently.

41. Our Commitment

At Dezhou Shuoya Cross-Border E-Commerce Co., Ltd., we aim to provide more than products.

We strive to provide a shopping experience built around:

  • Responsible service;
  • Clear information;
  • Careful order handling;
  • Reasonable customer support;
  • Reliable fulfillment;
  • Respect for customer privacy;
  • Attention to children’s toy safety; and
  • Continuous improvement.

We value every customer interaction and aim to handle questions, concerns, and after-sales matters with professionalism and respect.

Our goal is to make purchasing children’s toys through our cross-border e-commerce services straightforward, transparent, and dependable from product selection through post-purchase support.