Contact information

Contact Us

Last Updated: April 17, 2026

I. About This Policy

This policy is intended to clearly explain how you can contact us regarding orders, products, or issues related to the use of this website. We value every user's communication needs and are committed to responding within a reasonable timeframe.

II. Our Business Information

Hunan Xuqi E-commerce Co., Ltd.

  • Registered Address: No. 5 Datangji, Xiufeng Subdistrict, Kaifu District, Changsha City, Hunan Province, 410000, China

  • Official Email: xuqiec@trovebazaar.com

  • Customer Service Phone: +86 153 0170 6740

  • Website Contact Form: You may submit inquiries directly through our "Contact Us" page form.

III. Customer Service Hours

  • Working Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT+8)

  • Public Holidays: Inquiries sent during public holidays will be processed sequentially on the next business day.

  • Response Time: Emails or messages sent outside working hours will be replied to within 24 hours.

IV. Contact Channels

Issue Type Recommended Contact Method Response Time
Order status, shipping inquiries Log in to "My Orders" or call our service phone Immediate by phone; 1 business day for email
Returns, refunds, exchanges Email us at xuqiec@trovebazaar.com 1–2 business days
Product safety & complaints Email with subject line "Complaint" 2 business days
Wholesale & partnership Email with subject line "Partnership" 2–3 business days

V. Emergency Contact Instructions

If you experience an urgent safety incident related to a purchased product, please contact us immediately by phone at +86 153 0170 6740 and follow up with a detailed email to xuqiec@trovebazaar.com. We prioritize these inquiries and will respond within 24 hours.

VI. Special Notice for Consumers in the European Union

Under the EU Digital Services Act (DSA) and relevant consumer protection regulations, you have the right to submit complaints through:

VII. Accuracy Commitment

We ensure that all contact information listed in this policy is true and valid. We will update this page promptly when any information changes. You can always find the link to this policy in the website footer.

VIII. Information Collection and Privacy

When you contact us, we may collect your name, order number, and contact details solely for handling your request. Please refer to our Privacy Policy for more details.