Customer Service Policy

1. Service Objective

momcozybaby.com always takes "professional, efficient, intimate and responsible" as the core customer service objective, and is committed to providing full-cycle, one-stop service support for all users browsing and purchasing maternal and infant products on the platform. We cover pre-sales consultation, in-sales guidance and after-sales guarantee links to solve all shopping problems for users in a timely manner.

2. Service Channel & Contact Mode

We provide dedicated multi-dimensional customer service support channels to meet users’ different consultation and service demands. Users can contact our professional customer service team through the specialized dedicated emails for different businesses: general customer service consultation via support@momcozybaby.com, brand cooperation and public relations communication via press@momcozybaby.com, and wholesale business negotiation via wholesale@momcozybaby.com. Our team will reply and process user messages in the shortest time.

3. Pre-Sales Service Specification

In the pre-sales stage, our customer service team provides users with comprehensive product consultation services, including product parameter introduction, usage method explanation, applicable crowd description, discount activity interpretation and purchasing suggestion guidance. For users’ questions about maternal and infant products such as breast pumps, nursing bras and baby carriers, we will provide professional and detailed answers to help users make accurate purchasing decisions.

4. In-Sales Service Specification

During the order placement and payment process, we provide users with order guidance, payment problem solving, address modification, order information adjustment and other services. For abnormal order situations such as payment failure and order unsuccessful submission, our customer service will assist users in troubleshooting and solving problems in real time to ensure the smooth completion of user orders.

5. After-Sales Service Specification

In the after-sales stage, we provide users with full-service support including logistics inquiry, return and refund application processing, after-sales problem verification and problem solving. We strictly implement the platform’s 60-day return, free return, 5-10 working days refund and full-site free shipping policies. For user after-sales demands, we will follow up the whole process until the problem is properly solved, ensuring users’ shopping rights and interests are fully protected.

6. Service Attitude & Processing Standards

All customer service staff of momcozybaby.com have received professional service training and industry knowledge training. We adhere to the principle of user priority, treat every user’s consultation and demand patiently and seriously, standardize service words and processing procedures, and avoid perfunctory, delayed and rude service behaviors. For user complaints and suggestions, we will record and verify them in a timely manner, and feed back the processing results to users as soon as possible.

7. Service Upgrade & Feedback Mechanism

We attach great importance to every user’s shopping experience and service feedback. Users can submit service suggestions and experience feedback through designated emails. We will sort out and optimize existing service processes and service details regularly according to user feedback, continuously improve the customer service system, and create a more comfortable and reassuring shopping environment for users of momcozybaby.com.