FAQ
1. Where do you ship from?
Orders may be fulfilled from our partner facilities in China, Hong Kong, the United States, or other locations depending on inventory availability and the delivery destination. The fulfilment location will not affect product quality, price, or your after‑sales rights.
2. How long will my order take to arrive?
Orders are normally processed within 1‑3 business days after payment confirmation. Estimated delivery time is 7‑12 business days after dispatch. International shipments may face extra delays caused by customs clearance, which is beyond our control. Business days exclude weekends and public holidays.
3. What is your shipping fee & free‑shipping rule?
- Flat shipping fee **$4.99 USD** for orders from $0.00‑$49.99 USD
- Free standard shipping for all orders over $50.00 USD
Extra surcharges may apply for overweight or oversized items and will be shown at checkout.Import duties, customs taxes or local clearance fees are the recipient’s responsibility.
4. Will I receive a tracking number for my order?
Yes, we provide tracking numbers for all dispatched orders. The tracking number will be sent to your registered email once your parcel leaves our fulfilment partner. You can track shipment status with this tracking number.
5. My package is delayed / lost / not received. What should I do?
First check the latest tracking status. If the package remains delayed, stuck or marked as lost, please contact our customer service via service@ytlmall.com with your order number and tracking ID. We will investigate with the logistics carrier and offer feasible solutions such as re‑dispatch or refund upon assessment. We cannot guarantee compensation for losses caused by incorrect delivery address provided by customers.
6. Can I cancel my order?
You may cancel your order for a full refund before the product is dispatched or produced. Once the order has been shipped, cancellation is unavailable. You may submit a return request after you receive the goods under our 30‑day return policy.
7. What is your return & exchange policy?
We offer a 30‑day return window calculated from the date you receive your goods. Items must be unused, unaltered, in original resalable condition with complete original packaging, tags and accessories. Custom‑made items, hygiene‑sensitive goods, final‑sale / clearance products, and items damaged by customer misuse are non‑returnable.
You need to contact our support to get authorised return instructions before sending items back. Unauthorised returns may not be processed.
8. Who pays for return shipping cost?
- For change‑of‑mind returns (customer personal reason): Customer covers all return‑shipping fees. Original outbound shipping cost is non‑refundable.
- For defective, damaged‑upon‑arrival or wrong‑item orders (our fault): Nanchang Zhijie Network Co., Ltd. covers valid return‑shipping costs. Photo evidence will be required.
9. When can I get my refund after return approval?
Once your returned goods are received and inspected, we will approve or reject your refund. After approval, the refund will go back to your original payment method. Please allow 5‑10 business days for your payment provider to process and post the refund to your account.
10. Who is responsible for after‑sales service of my order?
Nanchang Zhijie Network Co., Ltd. trading as ytlmall is solely responsible for all after‑sales services including returns, refunds and quality‑issue handling. Our fulfilment partners only handle packing and shipment and do not undertake after‑sales obligations to end customers.
11. How can I contact customer service?
‑ Email: service@ytlmall.com
‑ Phone: 15871451415
‑ Customer Service Working Hours: Monday‑Friday, 09:00‑18:00 (GMT+8, China Standard Time)
‑ Business Address: Room 1008, Office Building A1#, Greenland Central Plaza, No.998 Honggu Middle Avenue, Honggutan District, Nanchang City, Jiangxi Province, P.R.China
12. What are my personal data rights?
You have rights to access, correct, delete, restrict or object to processing of your personal data. You also have the right to receive your personal data in a standard structured format and lodge complaints to local data‑protection authority. Please submit your privacy‑related request via our support email. We will reply within 30 calendar days upon receiving your identity‑verified request.
If your question is not listed above, feel free to reach out to our customer support team.