Last updated: January 26, 2026
Company Name: Zhijiang Botui Trading Co., Ltd.
Address: Room 1105, Building 1, E-commerce Industry Park, No. 28-1 Donghu Avenue, Majia Town, Zhijiang City, Yichang, Hubei Province, China
Authorized Director: Bao Junliang
Social Credit Code: 91420583MAK4M80B9E
Email: service@mail.sykenixor.com
Phone: 19202533461
Thank you for your interest in our department store products in the U.S. To address your questions, we have compiled the following Frequently Asked Questions (FAQs), covering core topics such as products, shipping, customer service, and more. If you have any additional questions not covered here, please feel free to contact our official customer service team.
1. Product Related
Q: What categories of products do you offer?
A: We primarily offer four categories of department store products:
- Home Decor: Ceramic vases, Chinese-style screen desk ornaments, hand-woven tapestries;
- Stationery Gifts: Wooden stamps, vintage feather pens;
- Lifestyle Items: Creative fruit forks, silicone coasters;
- Aromatherapy & Care: Handcrafted aromatherapy candles, scalp massagers, body scrubs.
Q: Do you offer custom products? For example, can I engrave text on the wooden stamp?
A: Currently, all our products are fixed styles, and we do not offer custom services (such as engraving text on the wooden stamp or customizing the pattern of ceramic vases). You can select from the available styles.
Q: Do handcrafted and fragile products (e.g., ceramic vases) have minor differences or defects?
A: Yes. Handcrafted items like woven tapestries and handmade aromatherapy candles may have slight differences in texture or color due to their unique production process. This is normal. Ceramic vases are fragile, and we use reinforced packaging, but we recommend checking the items immediately upon receipt. If you notice any issues, please contact customer service.
2. Shipping and Logistics Related
Q: How long will it take to ship my order? How soon will I receive my products?
A: After payment confirmation, we will prepare and ship your order within 3-5 business days. Once shipped, you can typically expect to receive your products within 7-10 business days. Delivery times to remote areas may be delayed by 2-3 additional business days.
Q: How can I track my order’s shipping progress?
A: After shipment, the system will automatically send the tracking information to the contact details you provided. You can track the logistics status in real-time using the tracking link. If you don't receive tracking information within 3 days of shipment, please contact customer service for verification.
Q: What should I do if fragile items (such as ceramic vases) are damaged during shipping?
A: If your items are damaged, please take photos of the damaged product, the packaging, and the shipping label within 24 hours of receiving the product. Send these to our official email to contact customer service. We will process your return or exchange according to our Return and Exchange Policy.
3. Customer Service and Inquiries
Q: What are your customer service hours? How can I contact customer service?
A: Our customer service hours are Monday to Friday, 9:00 AM to 6:00 PM (UTC+8:00). You can contact us via our official email: service@mail.sykenixor.com. We will respond to your inquiries promptly during working hours.
Q: Will I receive a reply to my inquiry outside of working hours?
A: Inquiries outside of working hours (weekends, holidays, and non-service hours) will be prioritized and responded to on the next working day. Thank you for your understanding
4. Payment and After-Sales Related
Q: What payment methods do you support? Are taxes included in the product price?
A: We support payment via American Express, Mastercard, VISA credit cards, PayPal, and Klarna BNPL (Buy Now, Pay Later). The product price includes all relevant taxes within the U.S., and there are no hidden fees.
Q: Do you offer a warranty service for products? How should I handle quality issues?
A: Due to the nature of our products (including fragile items, handmade products, and personal care items), we currently do not offer warranty services. If you find any quality issues, you can apply for a return or exchange within 14 days of receiving the product, as per our Return and Exchange Policy. For details, please consult customer service.
Q: Who is responsible for customs duties?
A: Customs duties are subject to the local customs policies in the U.S. Any customs duties incurred due to individual order circumstances or local policy changes will be your responsibility. The customs duty amount will be based on the assessment by local customs, and we will declare the order information truthfully.
5. Other Questions
Q: Are there any usage restrictions for aromatherapy care products (such as body scrubs)?
A: Aromatherapy care products are consumables. Once opened, they cannot be returned or exchanged unless there is a quality issue. Before use, we recommend doing a skin sensitivity test on a small patch of skin (such as behind the ear or on the inner arm). People with allergic tendencies should use these products with caution.
Q: Can I cancel or modify an order after placing it?
A: After successful payment, if your order has not yet been processed for shipment, you can contact customer service to request a cancellation or modification. Once the order is in the preparation or shipment process, it cannot be canceled or modified. You will need to process a return as per our Return and Exchange Policy after receiving the product.
If you have further questions or need assistance, feel free to contact our customer service team! Thank you for choosing our products.
