okgoods360 F.A.Q

Help Center

Website: okgoods360.cn
Customer Support Email: cruise0914@outlook.com
Last Updated: February 4, 2026

How We Can Help

At okgoods360.cn, our customer support team is here to assist you before and after your purchase. Whether you need product advice, order updates, delivery support, return assistance, or account help, you can contact us through our available service channels.

1. Customer Support Services

Pre-Sale Product Assistance

If you are unsure which product size, specification, material, or model is suitable for your needs, our support team can help you compare options and make a suitable choice.

You may contact us before placing an order if you need help with:

  • Product specifications

  • Size or option selection

  • Product materials

  • Functional features

  • Suitable usage scenarios

  • Product recommendations based on your needs

Our team will do its best to provide helpful information so you can make a confident purchase decision.

Order and Delivery Support

After your payment is confirmed, orders are generally shipped within 48 hours, excluding weekends and public holidays.

You can check your order status and logistics updates through your account. If the package does not arrive within the estimated delivery period, or if the tracking information appears abnormal, please contact us at:

cruise0914@outlook.com

We will help check the shipment status and follow up with the logistics provider when necessary.

After-Sales Assistance

Your shopping experience is important to us.

If you receive a damaged, defective, incorrect, or faulty product, please take clear photos or videos of the product and packaging, then contact our customer service team as soon as possible.

Depending on the situation, we may provide a replacement, refund, re-delivery, or other suitable solution.

Products that are not personalized or customized may be eligible for 7-day return or exchange support, subject to the applicable return policy.

2. Contact Information

You can reach our customer service team through the following method:

Customer Support Email: cruise0914@outlook.com

If live chat or online inquiry is available on the website, you may also use the customer service entrance at the bottom right corner of the page.

Live Chat Service Hours:
GMT+8, 9:00 AM – 6:00 PM

For general customer service requests, we will try to review and respond within 3 working days. For social media messages, if official social channels are provided on the website, replies are generally made within 12 hours.

3. Account and Shopping Questions

How Do I Create an Account?

You can register an account by clicking the Register button on the website.

During registration, you may need to provide your name, email address, phone number, and a login password.

After registration, a verification email may be sent to the email address you provided. Please click the verification link to activate your account.

What Should I Do If I Forget My Password?

If you forget your password, click Forgot Password on the login page and enter the email address used for registration.

A password reset link will be sent to your email. Follow the instructions in the email to create a new password.

If you do not receive the reset email, please check your spam or junk folder. You may also contact customer service for help.

Can I Change My Account Information?

Yes. After logging in, go to My Account and open Profile Settings.

You can update information such as your name, phone number, and shipping address.

After making changes, click Save to apply the updates.

Some important account details, such as the registered email address, may require verification before the change takes effect.

What Payment Methods Are Accepted?

okgoods360.cn supports common payment methods, including PayPal and major credit cards such as Visa, Mastercard, and American Express.

Payment information is processed through encrypted channels to help protect transaction security.

If you experience a payment issue, please take a screenshot of the error or payment record and contact us for assistance.

4. Order Questions

How Can I Check My Order Status?

After logging in to your account, go to My Account and select My Orders.

You can view order statuses such as:

  • Pending Payment

  • Pending Review

  • Shipped

  • In Transit

  • Completed

  • Cancelled

Click a specific order to view details such as the order number, product information, payment status, and logistics updates.

Can I Change or Cancel My Order?

Order changes and cancellations depend on the current order status.

Pending Payment Orders

If the order has not been paid, you can cancel it directly in My Orders.

You may also edit certain order details, such as product quantity, specifications, or shipping address. Some details, such as the payment method, may not be editable.

Paid but Not Yet Shipped Orders

If your order has been paid but has not entered the shipping process, please contact customer service within 24 hours after submitting the order.

We will try to assist with modification or cancellation where possible.

If the order has already entered review, preparation, or shipment processing, changes may no longer be available.

Shipped or In-Transit Orders

Once an order has been shipped, order details can no longer be changed.

If you still wish to cancel the order, please contact customer service for further assistance. Any logistics fees already incurred may need to be borne by the customer.

What Does “Pending Review” Mean?

After an order is submitted and paid, it may enter an order review stage.

This review usually takes 1–2 working days and may include checking:

  • Order information completeness

  • Product availability

  • Payment validity

  • Shipping details

If the order passes review, it will proceed to shipping.

If the review cannot be completed due to out-of-stock items, incorrect information, or other issues, customer service may contact you to discuss a solution, such as restocking, correcting information, cancellation, or refund.

5. Shipping and Tracking Questions

How Can I Track My Package?

After the order is shipped and collected by the logistics provider, the tracking number will be updated in your order details.

You can track the package in the following ways:

  • Log in to your account and open the order details page.

  • Click Track Logistics if this option is available.

  • Use 17track by entering your order number or tracking number.

  • If the package is shipped by DHL, you may also check tracking on DHL’s official website.

Why Is My Delivery Taking Longer Than Expected?

Delivery delays may happen for several reasons, including:

  • Severe weather

  • Natural disasters

  • Customs inspections

  • Holiday shipping congestion

  • Remote delivery locations

  • Logistics delays

  • Order review issues

  • Product stock or shipment preparation problems

  • Incorrect or incomplete shipping information

If your package is taking longer than expected, please contact us. We will help check the logistics status and provide updates where available.

Tracking Shows Delivered, But I Did Not Receive the Package. What Should I Do?

If tracking shows that the package has been delivered but you have not received it, please first check whether:

  • A family member, friend, neighbor, property office, or parcel station signed for it.

  • The delivery address was entered incorrectly.

  • The package was delivered to a nearby address by mistake.

If you still cannot locate the package, please contact customer service within 24 hours and provide:

  • Order number

  • Tracking number

  • Tracking screenshot

  • Any relevant delivery information

We will help contact the logistics provider to verify the package status.

6. Returns and Refunds

Which Products Can Be Returned or Refunded?

You may request a return or refund in the following situations:

  • The product has a quality issue, manufacturing defect, material problem, or functional fault.

  • The return request is submitted within 7 natural days after delivery.

  • For personal reasons, such as wrong purchase or personal preference, the product must be unopened, unused, complete, and in original packaging.

Certain products may not be eligible for return, including customized products, personal care items, opened perishable products, and other special categories.

Please refer to the website’s Return Policy for detailed rules.

How Do I Submit a Return or Refund Request?

You may submit a return or refund request by contacting customer service.

Please include:

  • “Return & Refund” in your message

  • Order number

  • Description of the issue

  • Photos or videos of the product problem, if applicable

  • Order screenshots or other supporting materials

You can contact us at:

cruise0914@outlook.com

Customer service will review your request and usually provide feedback within 3 working days.

If the request is approved, we will provide the return address and return instructions.

When Will I Receive My Refund?

Approved refunds will be returned to the original payment method.

Estimated refund arrival time depends on the payment provider:

  • PayPal: usually 3–7 working days

  • Credit card: usually 7–15 working days, depending on the bank clearing process

If the refund has not arrived after the expected period, please contact customer service with relevant proof, and we will assist with verification.

7. Privacy and Security

How Is My Personal Information Protected?

We take personal information security seriously and use both technical and management measures to protect your data.

These measures may include:

  • HTTPS encrypted transmission

  • Encrypted data storage

  • Access permission controls

  • Internal security management rules

  • Regular security reviews and risk checks

  • Confidentiality requirements for third-party partners such as payment and logistics service providers

Third-party partners are not allowed to disclose or misuse your personal information beyond the service purpose.

For more details, please refer to the website’s Privacy Policy.

Why Does the Website Use Cookies?

Cookies help the website operate properly and improve your shopping experience.

They may be used to:

  • Keep your account logged in

  • Save shopping cart information

  • Remember browsing preferences

  • Reduce repeated form input

  • Analyze website traffic

  • Improve website functions and services

Can I Disable Cookies?

Yes. You can disable cookies in your browser settings.

Common browser paths include:

  • Google Chrome: Settings → Privacy and Security → Site Settings → Cookies and Site Data

  • Mozilla Firefox: Settings → Privacy & Security → Cookies and Site Data

  • Microsoft Edge: Settings → Privacy, Search, and Services → Cookies and Site Permissions

  • Apple Safari: Preferences → Privacy → Cookies and Website Data

Please note that after disabling cookies, some website functions may not work properly, such as automatic login or shopping cart storage.

8. Other Questions

How Can I Contact Customer Service?

You can contact us by email:

cruise0914@outlook.com

If available, you may also use the online inquiry or live chat entrance at the bottom right corner of okgoods360.cn.

Online Inquiry Hours:
GMT, 9:00 AM – 6:00 PM, Monday to Friday

Live Chat Hours:
GMT+8, 9:00 AM – 6:00 PM

Will Website Policies Change?

We may update website policies, including Terms of Service, Return Policy, Privacy Policy, and other related rules, due to legal updates, business changes, service adjustments, or market conditions.

Updated policies will be published in a visible area of the website and will take effect after publication.

Your continued use of okgoods360.cn or continued purchase of products means that you accept the updated policies.

We recommend checking website policies regularly to stay informed of the latest terms.