Customer Service Policy

1. Introduction

This Customer Service Policy applies to all purchases, orders, and customer interactions on our official outdoor power tools website. The policy is formulated to standardize our service procedures, protect the legitimate rights and interests of every customer, and deliver a transparent, reliable, and worry-free shopping experience for global users, especially customers located in the United States.
We specialize in providing high-quality residential and commercial-grade outdoor power tools, including lawn mowers, zero-turn mowers, robotic mowers, chainsaws, leaf blowers, trimmers, and full-series yard maintenance equipment. To match our professional brand positioning, we have established complete customer service standards covering order processing, shipping and delivery, tariff and freight rules, return and refund arrangements, currency settlement, and customer consultation support. All services strictly follow the terms stated in this policy, ensuring every customer enjoys consistent, fair, and high-standard shopping protection.
By placing an order on our website, all customers are deemed to have fully read, understood, and accepted the entire contents of this Customer Service Policy. We always adhere to the user-centric service philosophy, abandon hidden rules and arbitrary charges, and maintain an open and sincere service attitude for every consumer.

2. Order Processing & Shipping Policy

2.1 Order Processing Time

Once customers successfully place and pay for orders on our website, our official warehouse and operation team will complete order confirmation, product inspection, packaging, and shipment within 1 to 3 business days. All orders are processed in chronological order. We strictly avoid order delays, arbitrary order cancellations, and inventory false display problems. In case of extreme circumstances such as temporary inventory shortage, our team will take the initiative to contact customers to negotiate replacement goods or full refund solutions to ensure no loss for customers.

2.2 Delivery Timeframe

After the goods are dispatched from the warehouse, we adopt efficient cross-border logistics and mature local distribution networks for transportation. The overall delivery cycle for all orders is 6 to 12 business days. The specific arrival time may be slightly affected by local logistics efficiency, weather conditions, and customs clearance inspection, but we will always ensure stable and fast transportation progress. We provide real-time order tracking services, allowing customers to check the latest logistics status of their orders at any time.

2.3 Global Free Shipping Service

We provide 100% free global shipping for all products and all orders with no minimum order threshold, no category restrictions, and no hidden shipping fees. All freight costs during product transportation are fully borne by our brand. Customers only need to pay the displayed product unit price, without paying any additional shipping expenses. This policy applies to all individual customers and commercial bulk purchase customers, ensuring every user can enjoy cost-effective shopping treatment.

3. Tariff & Customs Clearance Policy

To completely eliminate the extra cost risks of cross-border shopping for customers, our brand undertakes all tariffs, customs clearance fees, and all other related miscellaneous fees incurred during international transportation and customs clearance procedures. No matter the destination of the order, customers do not need to bear any customs-related expenses or handling charges.
We have professional cross-border operation teams to handle all customs clearance procedures uniformly and standardly. Customers do not need to participate in customs declaration and clearance operations. The whole process is operated and undertaken by our official team. There will be no additional fees, no tax notices, and no hidden consumption items. We always adhere to the principle of transparent pricing and full-cost inclusion, ensuring that the final payment paid by customers is the only consumption cost of the order.

4. Return & Refund Policy

4.1 Return Eligibility & Time Limit

We provide a customer-friendly 60-day return window for all products sold on the website, which is far beyond the conventional industry return cycle. Within 60 days from the date customers receive the goods, if the products have quality problems, functional failures, do not match the product description, or customers are unsatisfied with the product use effect and do not adapt to personal use needs, they can initiate a return application in accordance with official procedures.
We respect every customer’s shopping experience and will not set cumbersome barriers, unreasonable thresholds, or deliberately delay processing for legitimate return applications. All qualified return requests will be responded to and processed in a timely manner.

4.2 Refund Processing Cycle

After we receive the returned products and complete official warehouse inspection and confirmation that the goods meet the return conditions, we will complete thefull refund processing within 5 to 10 business days. The refund will be returned to the customer’s original payment account through the official channel.
The entire refund process is transparent, standardized, and traceable. We strictly abide by the refund time commitment, and there will be no malicious delay, deduction of refund amount, or arbitrary rejection of legitimate refund requests. If the refund is delayed due to special system or bank reasons, our customer service team will take the initiative to track and feed back the progress to customers.

5. Currency Settlement Standard

To adapt to the consumption habits of American customers and ensure transparent and accurate order settlement, all products on the website are uniformly priced and settled in USD (United States Dollar). All prices displayed on the product page, order settlement page, and payment page are real US dollar prices.
There is no hidden currency conversion fee, no exchange rate floating surcharge, and no additional handling fee. The order amount confirmed by the customer during payment is the final settlement amount. We completely avoid the extra economic losses caused by currency conversion and exchange rate fluctuations, ensuring every customer can clearly consume and shop with confidence.

6. Customer Consultation & Support Channel

We provide full-cycle professional customer service support for all customers. For any pre-sales product consultation, parameter inquiry, order placement guidance, in-sales order status query, logistics progress tracking, after-sales return and refund application, product use problem feedback, and brand service suggestions, customers can get in touch with our official professional customer service team through the website’s Contact Us page.
Our customer service team has received systematic professional training, is familiar with all product characteristics, service policies, order processes, and after-sales rules. We adhere to the service tenet of efficient response, professional answer, and patient communication, and try our best to solve all doubts and problems for every customer, creating a smooth and pleasant shopping experience.

7. Service Commitment & User Protection

We have always taken standardized services, sincere communication, and reliable protection as the core of customer service. All service terms are implemented in strict accordance with official policies, without arbitrary modification, false publicity, or preferential routines. We guarantee that all free shipping, tariff-bearing, long-term return, and efficient refund commitments are truly implemented, not just verbal publicity.
Whether you are an individual household user purchasing single outdoor maintenance tools or a commercial user purchasing equipment in bulk for landscaping projects, we provide completely consistent high-standard customer service protection. We firmly safeguard the legitimate rights and interests of every customer, and use standardized and transparent service systems to win customer trust and long-term recognition.

8. Policy Update & Revision

We reserve the right to appropriately adjust and optimize the content of the Customer Service Policy according to market changes, service upgrades, and platform rule requirements. All updated policies will be displayed on the official website in a timely manner, and the latest published content shall prevail. Continued use of the website and continued ordering of products by customers will be deemed as recognition and acceptance of the updated service policy terms.