Help center
Common questions and service info — can't find an answer? Call us at 400-606-8638.
Shopping guide
How to place an order
1) Add items to cart → 2) Enter shipping address → 3) Choose delivery → 4) Pay. Guest checkout supported (no account needed). Track orders by phone number at My orders .
Account & password
Orders are linked to your phone number — no account registration required. To retrieve a past order, search by phone at My orders.
Using coupons
Currently available codes:
WELCOME10— New customers: ¥10 off orders ≥ ¥100SAVE20— 20% off orders ≥ ¥299, max ¥80FREESHIP— Free shipping ≥ ¥99
Auto discount tiers: ¥20 off ≥ ¥199 · ¥50 off ≥ ¥399 · ¥120 off ≥ ¥699. Auto-discounts stack with coupon codes.
Loyalty points
¥1 spent = 1 point, credited after delivery. Redeem 100 points = ¥1 at checkout, up to 20% of order subtotal per order. Points expire 12 months after issue.
Express delivery
Same-day in Shanghai, Beijing, Guangzhou, Shenzhen (order by 11am). Next-day to major cities in East / North / South China. 3–5 business days for remote regions.
Cold-chain logistics
All fresh and temperature-sensitive items (chocolate, truffles, probiotic drinks, etc.) ship via 0–4°C cold chain. Each parcel includes ice packs and a temperature log so quality reaches you unchanged.
BioYouGu QA Center
Triple-inspection: (1) origin-country organic-cert verification, (2) China customs quarantine and lab clearance, (3) warehouse sample chemical analysis. Reports available upon request via support.
Payment methods
WeChat Pay · Alipay · UnionPay — secure QR-code payment. International payment not yet supported (cross-border options coming soon).
Returns policy
7-day no-reason returns (excludes perishables and intimate-care items). Items must be in original packaging with tags intact. For quality issues or damage, contact support within 48 hours of delivery — we cover all return shipping in those cases.
Other FAQ
How do I verify authenticity?
Each product label carries a unique traceability code — scan it to see farm of origin, production batch, and inspection report. 10× refund if not authentic.
Can I get an invoice?
E-invoices (VAT general) are available. Add your invoice details in the order notes; the invoice will be emailed with your order confirmation.
How do I become a member?
You're automatically a member once you order. Spend ¥1,000 for Silver (5% extra discount), ¥5,000 for Gold (10% off + dedicated support).
