FAQ & Site Info

Contact

We are committed to providing timely, helpful support for any question or problem.
1 Primary Channels
Email (for all inquiries including orders, returns, privacy requests, and security issues):
[email protected]

Phone (for urgent matters only – order status will be handled by email):
+86 189 5073 8041
If you call outside business hours, please leave a voicemail with your name, order number, and callback number.

Business / Return Address:
No. 21, Main Street, Lijia Matou Village, Baiyunhu Town, Zhangqiu District, Jinan City, Shandong Province, 250200, China

2 Response Times
Email: Within 24 hours (Monday–Friday). Emails sent on Saturday, Sunday, or Chinese public holidays will be answered the next business day.

Phone: Live support available Monday–Friday, 9:00–18:00 Beijing time. Outside these hours, voicemails are returned within 24 hours.

Social media / chat (if offered in the future): Same 24‑hour response commitment.

3 What to Include When Contacting Us
To help us assist you faster, please always provide:

Order number (e.g., #DURO‑12345)

Full name used on the order

Clear description of the issue (including photos for damaged/wrong items)

For privacy-related requests, please include "Privacy Request" in the subject line.

4 Complaints Escalation
If you are not satisfied with our initial response, you may reply to the same email thread asking for a supervisor. We will escalate internally and respond within 3 business days with a final resolution.