Payment issues

The confirmation and arrival time varies depending on the payment method:

• Alipay/WeChat Pay: Payment is usually confirmed instantly after completion, and the system will immediately begin processing your order.
• USDT TRC20 network: Requires 1-3 block confirmations, usually takes about 1-5 minutes to process, and is the recommended network for USDT payments.
• USDT ERC20 network: Requires 3-12 block confirmations, typically takes about 1-15 minutes to process, subject to Ethereum network congestion.

Once payment is confirmed, the system will automatically process the order and ship the goods. If payment has been confirmed but the goods have not been shipped after a long period of time, please contact customer service and provide proof of transaction.

Payment failure may have several causes. Please try the following methods to troubleshoot one by one:

• Check if your network connection is working properly, and try refreshing the page and initiating the payment again.
• Please confirm that your payment account balance is sufficient, or that your bank card has enough available credit.
• If you are using USDT for payment, please ensure that the network you select (TRC20/ERC20) is consistent with your wallet network.
• Try switching to other payment methods, such as switching from WeChat Pay to Alipay.
• If the above methods are ineffective, please contact online customer service and provide the specific error message.

Payment failure will not result in any deduction. If you find any abnormal deductions, please contact customer service immediately for assistance.

If you have completed payment but your order status still shows as unpaid, it may be due to the following reasons:

• There may be a slight delay in the payment system confirmation. Please wait 3-5 minutes and refresh the order tracking page.
• If you are using USDT for payment, please ensure that the blockchain network has completed a sufficient number of block confirmations.
• The discrepancy between the payment amount and the order amount may prevent the system from automatically matching them.

If the status does not update after 15 minutes, please contact online customer service and provide the following information: order number, payment method, payment time, and a screenshot or transaction hash of the payment. We will verify and manually confirm your order as soon as possible.

To request a refund, please follow these steps:

• Contact online customer service within the after-sales period (24 hours for products with after-sales service) after the goods are shipped.
• Please provide the order number and a detailed reason for the refund. If there is a problem with the product, please attach relevant screenshots.
• Our customer service team will review your refund request within 1-3 business days.
• Once approved, the funds will be refunded through the original payment channel, typically within 1-3 days via Alipay/WeChat.

Please note: Due to the unique nature of virtual goods, refunds are not supported if you change your mind after purchase, the goods have already been used, or the after-sales period has expired. Please see the Refund Policy page for detailed refund conditions and procedures.

Blockchain transfers are irreversible; once a transaction is confirmed on the blockchain, it cannot be reversed or rolled back. Therefore, when using USDT for payment, please carefully verify the following information:

• Please confirm that the transfer address matches the receiving address displayed on the order page.
• Confirm that the selected network type (TRC20 or ERC20) is correct.
• Confirm that the transfer amount matches the order requirement.

If you have unfortunately transferred funds to the wrong address or network, please contact customer service immediately and provide the transaction hash (TXID). We will do everything possible to help you recover your funds, but we cannot guarantee that we will be able to do so successfully.