This Shopping Policy (hereinafter referred to as “Policy”) outlines the rules, rights, and obligations that apply when you (hereinafter referred to as “Shopper” or “You”) purchase plush toy products (including in-stock and customized products) through the independent website of Qiaotong-zimtoys (hereinafter referred to as “We”, “Us” or “Our”). By browsing, selecting, and purchasing products on our website, you acknowledge that you have read, understood, and agreed to abide by all the provisions of this Policy. For matters not covered herein, please refer to our Terms of Sale, Privacy Policy, and other relevant documents.
1. Shopping Process & Order Creation
1.1 The standard shopping process on our website is as follows: Browse Products → Contact Us → Confirm Items → Fill in Shipping & Contact Information → Select Payment Method → Submit Order → Complete Payment → Order Confirmation → Production & Delivery.
1.2 When creating an order, you must truthfully and accurately fill in your personal information (name, phone number, email address) and shipping address. We will use this information only for order processing, product delivery, and after-sales communication in accordance with the Privacy Policy. If the information provided is incorrect or incomplete, resulting in delayed delivery, failed delivery, or other losses, you shall bear full responsibility.
1.3 After submitting an order, please check the order details (product style, size, quantity, price, shipping cost) carefully. You can modify or cancel the order by contacting customer service within 2 hours of submitting the order, provided that the order has not been paid. Once the payment is completed, order modification or cancellation will be subject to the relevant provisions in the Order Cancellation and Modification section of this Policy.
2. Order Validation & Payment
2.1 An order is valid only after we confirm the availability of the product, the accuracy of the order information, and your successful payment. We will send an order confirmation email or in-site message to the contact information you provided within 1 working day after receiving your payment. If you do not receive the confirmation within 2 working days, please contact our customer service immediately for verification.
2.2 We support multiple secure payment methods, including Telegraphic Transfer (T/T), PayPal, Letter of Credit (L/C), and so on. All payment transactions are encrypted through secure channels to ensure the security of your payment information and funds. For detailed payment operation guidelines, please refer to our “Payment Methods” document.
2.3 You shall complete the payment within the specified time limit after submitting the order: 3 working days for in-stock products and 5 working days for customized product deposits (sample fees). If the payment is not completed within the time limit, we will automatically cancel the order without prior notice, and we shall not be liable for any losses arising therefrom.
2.4 If there is a price error (including but not limited to system malfunctions, typographical errors) in the order due to force majeure or irresistible factors, we have the right to cancel the order and refund the full amount paid. We will notify you of the situation in a timely manner and explain the reason.
3. Shipping & Delivery
3.1 Shipping Scope: We provide global shipping services. For remote areas that cannot be covered by regular logistics, we will notify you of the additional shipping costs or alternative logistics solutions before confirming the order. If you do not accept the additional costs or solutions, we will cancel the order and refund the full payment.
3.2 Delivery Time: For in-stock products, we will arrange shipment within 5-7 working days after order confirmation; for customized products, the delivery time is 35-50 working days (including sample production and mass production) after the deposit is received, excluding the international logistics transportation time (usually 3-10 working days, depending on the destination country/region).
3.3 Shipping Method: You can choose from cooperative logistics providers such as DHL, FedEx, UPS, and TNT. We will recommend the most cost-effective and efficient logistics method based on your destination. The shipping cost is calculated based on the product weight, volume, and destination, and will be displayed clearly before you submit the order.
3.4 Receipt Confirmation: When receiving the goods, please check the outer packaging for damage or signs of tampering in the presence of the courier. If the packaging is damaged, please refuse to sign for it and contact our customer service immediately. After signing for the goods, it will be deemed that you have confirmed that the outer packaging is intact. For product quality issues after unpacking, please follow the product inspection and after-sales procedures specified in this Policy.
4. Product Inspection & After-Sales Service
4.1 Inspection Period: You have the right to inspect the product within 7 working days after receiving it. If you find quality problems (such as material inconsistency, craftsmanship defects, size deviation exceeding 3cm, missing accessories) that are not caused by transportation, please take photos or videos of the problem parts and send them to our customer service for verification.
4.2 After-Sales Solutions: After verifying the quality problem, we will provide the following solutions according to the actual situation: (a) Return or exchange for in-stock products (the return shipping cost shall be borne by us if the problem is caused by us); (b) Re-produce or refund for customized products that do not meet the confirmed sample requirements; (c) Provide partial compensation for minor quality defects that do not affect use, subject to mutual negotiation.
4.3 Non-Responsible Scenarios: We shall not be liable for the following situations: (a) Product damage caused by improper use, storage, or cleaning by you; (b) Slight color differences caused by shooting light, display screen resolution, or manual production; (c) Quality problems reported beyond the 7-working-day inspection period; (d) Product wear and tear caused by normal use.
5. Returns & Refunds
5.1 Return Conditions for In-Stock Products: You can apply for a return within 14 working days after receiving the goods, provided that the product is unused, undamaged, and the original packaging and labels are intact. The return shipping cost shall be borne by you. We will refund the product price (excluding the original shipping cost) within 7-10 working days after receiving and inspecting the returned product.
5.2 Return Restrictions for Customized Products: Customized products are made according to your specific requirements and cannot be resold, so returns and refunds are not accepted unless there are quality problems caused by our reasons. If a refund is approved, the full order amount will be returned to your original payment account.
5.3 Refund Process: After your return application is approved, please send the product back to the address specified by us. After we confirm that the returned product meets the return conditions, we will initiate the refund process. The time for the refund to arrive in your account depends on the processing speed of the bank or payment platform (usually 3-7 working days).
6. Shopping Security & Privacy Protection
6.1 Payment Security: All payment channels on our website are officially authorized and comply with international financial security standards. We will not store your complete payment card information; all payment transactions are completed through third-party payment platforms to ensure the security of your funds.
6.2 Privacy Protection: We will strictly protect your personal information (such as contact information, payment information, and order records) in accordance with the Privacy Policy. We will not disclose your personal information to any third party without your explicit consent, except as required by laws and regulations or for the purpose of completing order fulfillment.
6.3 Account Security: If you register an account on our website, please keep your account password properly and do not disclose it to others. All operations performed under your account will be deemed as your personal behavior, and you shall bear the corresponding responsibilities. If you find any abnormal login or operation of your account, please change your password immediately and notify our customer service.
7. Special Notes for Customized Products
7.1 Customization Requirements: When purchasing customized products, you need to provide clear design drafts, logo files, and detailed requirements (size, material, color, etc.). We will confirm the design plan and sample with you before mass production. Once the sample is confirmed, it will be used as the standard for mass production, and no further modifications to the core design will be accepted.
7.2 Sample Fee: The sample fee for customized products is calculated based on the product complexity and size, which will be quoted separately by customer service. The sample fee can be fully deducted from the total amount of the formal order when the order quantity reaches 500 pieces or more.
8. Policy Updates & Interpretation
8.1 We reserve the right to update or revise this Policy in accordance with changes in laws, regulations, and business operations. When making major changes, we will post a prominent notice on the website homepage or notify you by email 7 working days in advance. The updated Policy will take effect on the announced date.
8.2 Your continued use of our shopping services after the Policy is updated constitutes your acceptance of the revised Policy. If you do not agree to the updated content, please stop using our shopping services immediately.
8.3 The final interpretation right of this Policy belongs to [Your Factory Name]. If you have any questions about this Policy, please contact our customer service team for consultation.
9. Contact Information
If you have any questions, complaints, or suggestions regarding shopping-related matters, please contact us.