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okgoods360 Help & Support
Customer Service, Orders, Shipping, Returns & Rewards Policy
Website: okgoods360.cn
Customer Support Email: cruise0914@outlook.com
Customer Support
Support Availability
The customer service team of okgoods360.cn is available to assist with product questions, order details, shipping updates, return requests, and other after-sales matters.
Service Hours:
9:00 AM – 6:00 PM, Monday to Sunday
Email Assistance
Customers may contact us at any time by sending an email to:
We usually reply within 12 hours after receiving your message.
For faster assistance, please include your order number and a clear description of your question or issue in the email.
Order Placement
How to Place an Order on okgoods360.cn
Ordering through okgoods360.cn is designed to be simple and secure. You may complete your purchase by following the steps below:
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Search for the product you want by using the search box or browsing product categories.
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Open the product page to check details, available options, specifications, and descriptions.
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Choose the preferred size, style, quantity, or customization option if available.
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Select Add to Cart after confirming the product information.
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Review the items in your cart and update quantities if needed.
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Proceed to checkout when all selected products are correct.
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Enter your shipping address and choose the available delivery method.
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Confirm the order amount and continue to the payment section.
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Add your payment information and enter any coupon or gift card code if applicable.
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Carefully review all order details before submitting the order.
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Once everything is correct, click Submit Order to complete your purchase.
Your payment card will not be charged until the order is finally submitted.
Ordering by Email
Online checkout is not the only available option. Customers may also send their order request directly to:
Please include the product name, quantity, preferred options, shipping information, and any other relevant details.
Order Changes and Cancellations
An order may be changed or canceled only before it has entered the shipping or dispatch process.
If you need to update your order, correct shipping information, adjust product details, or cancel your purchase, please contact us as soon as possible by email or customer service.
A change is considered successful only after you receive a confirmation email from us.
Once an order has moved into shipping preparation or has already been dispatched, we are unable to modify, cancel, or correct the order.
Missing or Undelivered Packages
If your package does not arrive within the expected delivery period, please contact us promptly.
When a shipment is confirmed to be lost during transit, we will arrange a replacement shipment for you at no additional cost.
Custom Orders and Business Purchases
Custom Product Requests
We accept customized product requests and business-related orders.
For custom orders, our design and production team will communicate with you to understand your preferred style, product requirements, and detailed specifications.
Bulk purchases may qualify for special discounts depending on the order quantity and product type.
Corporate or Retail Business Orders
We accept purchase requests from companies, organizations, and retail business customers.
If you would like to place a larger order, please send your request to:
Please note that we do not provide simple wholesale distribution services or pure wholesale cooperation arrangements.
Shipping and Delivery
Estimated Delivery Time
Most orders are delivered within 5–20 business days.
Actual delivery time may vary depending on the destination country or region, product availability, customization requirements, and shipping conditions.
Some orders may require additional processing time due to:
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Product customization
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Backordered items
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Special order handling
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Large quantity preparation
Multiple Package Shipments
Orders may be shipped in more than one package when the order contains many items or exceeds the recommended parcel weight.
Generally, each shipment will contain a manageable quantity of products or weigh less than approximately 3kg.
If an order exceeds these limits, it may be divided into several packages and delivered separately.
Shipping Carriers
Orders from okgoods360.cn include free shipping.
We generally ship through DHL, FedEx, or other suitable delivery services depending on the destination and address type.
Expedited shipping may be available for an additional fee if faster delivery is required.
PO Box and Private Mailbox Addresses
If your delivery address is a PO Box or private mailbox, we will arrange shipment through DHL, FedEx, or another compatible postal or courier service when available.
Delivery options may vary depending on the destination and local carrier requirements.
Import Rules and Restrictions
Import regulations differ from country to country.
Some countries or regions may restrict certain product types, quantities, or imported goods categories.
Before placing an order, customers are advised to check with their local customs office to confirm whether the selected products can be imported.
Taxes, Duties, and Customs Charges
Non-EU Orders
For orders shipped to non-EU countries, taxes are not collected at checkout.
However, your local customs authority may charge import duties, taxes, brokerage fees, handling charges, or other customs-related costs before the package is released.
In many cases, the courier may pay these fees first and then collect the amount from the customer upon delivery.
Customers are responsible for all customs duties, import taxes, brokerage fees, border charges, and related costs required by the destination country or region.
EU Orders
For orders shipped to EU countries, customs authorities may charge taxes equal to 20% or more of the order value.
When applicable, we will cover the tax amount on your behalf. Customers only need to pay 8% of the order value at checkout.
Returns, Refunds, and Warranty
Return Requests
If you would like to return a product, please contact us before sending anything back.
Return requests should be sent to:
We will provide the return instructions and the correct return address after reviewing your request.
Incorrect, Missing, or Defective Items
If your order arrives with missing items, incorrect products, or defective goods, please contact us immediately.
We apologize for any mistake caused during order processing or shipment preparation.
After confirming the issue, we will help resolve it as quickly as possible. In most cases, we will resend the correct or missing item free of charge.
15-Day Return Period
Customers may request a return within 15 days after receiving the package.
If you are not satisfied with your purchase, eligible products may be returned for a full refund within this return period.
Return Conditions
Returned products must meet the following requirements:
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The customer must contact us before returning the item.
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The item must be unused and undamaged.
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The product must remain in resalable condition.
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Original packaging, tags, labels, and accessories must be included.
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The item must be sent to the return address provided by our customer service team.
Customized products are generally not eligible for free return unless they arrive damaged, defective, or have a confirmed quality problem.
Warranty Coverage
All products include a 60-day limited warranty for quality-related defects.
The warranty covers confirmed product quality issues under normal use. Damage caused by misuse, improper care, accidental impact, excessive pressure, or unauthorized modification is not covered.
Refund Processing
After we receive the returned package, we will inspect the item.
If the return is approved, the refund will be issued to the original payment method within 2 business days.
To avoid refund delays or return problems, please always contact us before sending any product back.
Product Care Instructions
To help maintain product quality and extend product life, please follow these general care guidelines:
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Avoid strong impact, dropping, or rough handling.
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Do not place heavy pressure on the product.
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Keep the product away from excessive moisture and humidity.
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Store the item in a cool and dry location.
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Avoid long exposure to direct sunlight.
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Follow any specific care instructions included with the product packaging.
Improper use, poor storage conditions, or failure to follow care instructions may cause damage and may affect warranty eligibility.
Video Review Coupon Program
How to Participate
Customers may join our video review reward program by creating a clear product review video.
The video should be at least 3 minutes long and should honestly introduce the product, show product details, recommend okgoods360.cn, and mention current promotions when applicable.
Recommended Video Title
Please use the following title style:
Product Name + Unboxing & Honest Review
Video Description
The video description should include:
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The product link
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Your referral link
Coupon Rewards
Customers may receive coupon rewards based on video views:
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50+ views: receive a $12.99 cash coupon
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500+ views: receive an additional $6.99 cash coupon
Claiming the Additional Coupon
If your video receives more than 500 views, please send the video link and your order number to:
After verification, we will issue the additional coupon reward.