At PUZB, we are committed to providing exceptional customer support to ensure a smooth and satisfying shopping experience. Our Support Policy outlines how customers and sellers can reach us for assistance, the types of support we provide, and our response standards.

1. Support Channels

PUZB provides multiple ways to contact our support team:

• Contact Form: Accessible via Contact Us page

Our support team is available to assist with inquiries related to orders, returns, refunds, shipping, products, or seller accounts.

2. Business Hours

• Monday to Friday: 9:00 AM – 6:00 PM (China Standard Time, CST)

• Saturday & Sunday: Limited support (response times may be slower)

All inquiries submitted outside business hours will be addressed on the next business day.

3. Response Time

• Email: Within 24–48 hours

• Phone Calls: Immediate assistance during business hours

• Live Chat: Real-time support during online hours

• Contact Form Submissions: Within 24 hours

PUZB strives to resolve all issues quickly and provide clear guidance for any problems related to products or orders.

4. Types of Support

a. Product Support

• Assistance with product details, specifications, or usage instructions

• Guidance on traditional Chinese product care and maintenance

b. Order Support

• Tracking orders and shipment updates

• Assistance with delayed or missing deliveries

• Updates regarding cancellations, refunds, and returns

c. Seller Support

• Assistance for registered sellers regarding account management

• Support with product listings, order fulfillment, and payments

• Guidance on seller policies and compliance

d. Technical Support

• Help with website navigation or login issues

• Assistance with payment or checkout problems

5. Customer Responsibilities

To help us provide faster and more efficient support, customers and sellers are requested to:

• Provide accurate order numbers, product names, or account details

• Include clear descriptions, photos, or screenshots of any issues

• Respond promptly to support follow-up messages

6. Escalation Process

If your issue is not resolved satisfactorily via regular support channels:

1. Contact our Support Manager at support@puzb.com

2. Provide a detailed description of the issue and any previous ticket numbers

3. Our management team will review the case and respond within 48 hours

7. Commitment to Quality

PUZB is dedicated to providing friendly, knowledgeable, and timely support. Our goal is to ensure that every buyer and seller enjoys a positive experience on our platform.

8. Contact Us

We welcome your feedback and are always striving to improve our services.