Thank you for your feedback.
We’re very sorry to hear that you had a poor ordering experience, and we sincerely apologize for the inconvenience.
We use the AI support assistant mainly to provide faster responses to common product questions and to help confirm basic order information before our human support team follows up. However, our human support team replies to emails in the order they are received, and due to the time difference, we may not always be able to handle requests immediately.
Regarding your order shipment, we usually try to process orders as quickly as possible. In particular, orders shipped from our overseas warehouses are often processed faster because they do not require customs clearance. When you contacted us the next day to let us know that the wrong order had been placed, the package had unfortunately already been shipped, so we were unable to intercept or cancel it at that stage.
We truly regret the inconvenience this caused and appreciate your understanding.
Sincerely,