Returns and Cancellation Policy
Effective Date: September 14, 2026
Approved reimbursements are handled in accordance with our separate Refund Policy. Please consult that policy for details on eligibility, amounts, methods, and timing of reimbursements.
Order Cancellations and Changes
If you need to cancel or modify an order, please reach out to us at service@jiongtang.com as soon as possible.
Be sure to include your order number and a clear description of the change you are requesting.
We will make reasonable efforts to accommodate your request. However, once an order has entered processing, personalization, or shipping, we cannot guarantee that changes or cancellations will be possible.
Personalized, custom, or made-to-order items may begin preparation or production shortly after confirmation. Please double-check item selections, quantities, personalization details, message card wording, billing information, and delivery details before placing an order.
If an order is successfully canceled before fulfillment, the applicable amount will typically be reimbursed to the original payment method.
Return Request Window
You may request a return for an eligible item within 30 days of delivery.
Submitting a return request does not mean it is automatically approved. Please contact us before sending any item and wait for written approval, return instructions, and the applicable return destination. Items sent without prior approval may be refused or may delay or prevent the return and reimbursement process.
Eligibility for Change-of-Heart Returns
To qualify for an approved return due to a change of heart, an item must generally:
be unused and free from damage;
not have been altered or modified;
be returned in its original packaging where reasonably possible;
include all original parts, components, accessories, gift box, presentation materials, and message card where applicable; and
be accompanied by valid proof of purchase.
If an item was given as a gift and the recipient is arranging the return, please provide the order number so we can locate the purchase. Gift wrap, ribbon, keepsake packaging, and the message card should be returned together with the item, because a change-of-heart return is assessed on the condition and completeness of the entire parcel.
We may adjust or decline a reimbursement if a returned item shows signs of wear, damage, alteration, incomplete contents, or handling beyond what is reasonably necessary to inspect it, except where the condition resulted from our error or where applicable law provides otherwise.
Personalized and Custom Items
Personalized, custom, or otherwise customized items are generally not eligible for return due to:
a change of heart;
an incorrect option or personalization detail selected by the customer; or
dissatisfaction unrelated to a fault or order discrepancy.
This restriction does not apply when an item arrives damaged, faulty, incorrectly produced, incomplete, or materially different from the order confirmed by the customer.
Damaged, Faulty, Incorrect, or Incomplete Items
If an order arrives damaged, faulty, incorrect, incomplete, or materially different from what you ordered, please contact us promptly and provide:
your order number;
a clear description of the issue;
photographs or videos showing the item and the problem;
photographs of the shipping label and outer packaging where relevant; and
confirmation of your delivery address.
Please do not discard the affected item or its packaging while your request is under review unless our customer service team instructs you otherwise.
After reviewing the information, we will provide an appropriate resolution. Depending on the circumstances, item availability, and applicable law, this may include:
sending a missing part or piece;
providing a substitute;
arranging an exchange; or
issuing a reimbursement for the affected item.
If the issue is confirmed to have resulted from our error or our fulfillment partner's error, we will cover the approved substitute or return shipping costs. In some situations, we may resolve the issue without requiring the original item to be returned. Do not assume that a return is unnecessary unless our customer service team confirms this in writing.
Return Shipping Costs
For an approved change-of-heart return, the customer is responsible for return shipping costs. For a confirmed damaged, faulty, incorrect, or incomplete item, we will provide applicable instructions and cover the approved substitute or return shipping costs.
If we instruct you to purchase return postage for a merchant-responsible return, please keep the receipt. We will reimburse the approved reasonable cost after receiving the requested documentation.
Jiongtang does not impose a restocking fee.
For customer-paid returns, we recommend using a trackable delivery method. We are not responsible for a return that is lost or damaged before reaching the approved return facility, except where applicable law provides otherwise. Please do not send a return using cash on delivery or another service that requires us to pay an unauthorized amount when the parcel arrives.
Return Approval and Return Destination
Always contact us before returning an item. The appropriate return facility may vary depending on the item, order, and customer location. After your return request is reviewed and approved, we will provide the applicable return destination and instructions by email.
Our company address is not the standard returns address. Do not return an item to the company address or to an address printed on the original parcel unless our customer service team specifically instructs you to do so. Items sent to an unapproved or incorrect address may be refused, delayed, lost, or returned to the sender.
Approval of a return does not guarantee a reimbursement. The returned item must still be received and inspected unless we confirm in writing that a return is not required.
Exchanges
Exchanges are subject to item availability. For an ordinary change-of-heart exchange, the original item must be returned and inspected before a substitute is processed, and the customer is responsible for the applicable return shipping and new shipping costs.
For a confirmed damaged, faulty, incorrect, or incomplete item, we will provide an appropriate resolution and cover approved exchange-related shipping costs. Depending on the circumstances, we may not require the original item to be returned, and our customer service team will confirm this in writing.
If the requested substitute is unavailable, we may issue an eligible reimbursement and invite you to place a new order.
Return Inspection
After an approved return arrives, we will inspect the item and notify you whether the reimbursement has been approved. The inspection may consider:
whether the correct item was returned;
the item's condition;
whether it shows signs of wear, alteration, or damage;
whether original components, accessories, gift box, and message card are included;
the stated reason for return; and
whether the return followed the approved instructions.
If additional information is reasonably required, we may contact you before making a final decision.
Incorrect Addresses and Undeliverable Orders
Customers are responsible for providing complete and accurate delivery information. If a parcel is returned or cannot be delivered because of:
an incorrect or incomplete address;
refusal by the recipient;
failure to collect the parcel;
repeated unsuccessful delivery attempts;
failure to pay applicable customs charges; or
another reason attributable to the customer,
the following conditions apply:
reimbursement qualification will be assessed after the parcel is returned and inspected;
applicable return shipping, customs, and handling costs may be deducted from an eligible reimbursement where permitted by law;
original shipping charges will not normally be reimbursed; and
if redelivery is requested, the customer will be responsible for the applicable redelivery charge.
These conditions do not apply when non-delivery resulted from our confirmed error or the carrier's confirmed error.
Refund Reference
Approved reimbursements are processed under our Refund Policy. Please review the Refund Policy for reimbursement eligibility, amount, method, and timing.
Contact and Company Information
For cancellation, return, exchange, or reimbursement assistance, contact our customer service email address:
service@jiongtang.com
Please include your order number and the email address used during checkout.
Customer Service Hours:
Monday to Friday, 9:30 AM–12:00 PM and 2:00 PM–6:30 PM (U.S. Central Time, CST/CDT).
Return Address: Provided by email after your return request is approved.
Do not return items to the registered address unless our team authorizes it. Please contact us first for the latest applicable return warehouse information and instructions.
Current authorized return warehouse — use only after customer service provides your written return authorization:
Warehouse: Ingram Micro Lifecycle – Suite 209
1910 International Pkwy
Hebron, KY 41048
United States
Brand:
Jiongtang
Website:
jiongtang.com
Customer Service Email:
service@jiongtang.com
Store Operator:
Chengdu Qitangyi Trading Co., Ltd.
Legal Entity:
Chengdu Qitangyi Trading Co., Ltd.
Unified Social Credit Code:
91510100MADYXNLT5T
Registered Address:
Room 0231 (Self-assigned), Building 7, No. 2 Shiyang Road, Yangma Subdistrict, Chengdu Eastern New Area, Sichuan Province (Within Jianzhou New City Area)
Return requests should not be sent to the registered address without prior approval from our team. Please contact us before shipping anything so we can provide the current return warehouse address. We aim to respond promptly. Customer Service Hours: Monday to Friday, 9:30 AM–12:00 PM and 2:00 PM–6:30 PM (U.S. Central Time, CST/CDT).
Jiongtang is operated by Chengdu Qitangyi Trading Co., Ltd., which oversees jiongtang.com, order processing, customer service, and related ecommerce operations.