Help Center
Have a question or need help with your account? We’re here to help!
Account Security
Account Registration
Go to the homepage> Click the Register tab on the upper right> At the registration page, enter Username and Mobile phone > Verify
Invitation Codes
Please fill in the required information on the registration page. Note: No revisions will be entertained after submission.
Edit Account Information
Login to your TYQOON Account > My Account > Account Info > Select the information that you wish to change > EDIT > Enter NEW Changes > Continue > Verify.
How do I Change/Update my Phone Number and Email Address?
Login to your TYQOON Account > My Account > Account Info > Select the Phone/Email Address > EDIT > Enter NEW Phone number/Email Address > Continue > Verify. Note: Read and follow the instructions on the page
What should I do if i not receive my verification code/One-Time Password (OTP)?
Check your profile information to ensure that the correct phone number is linked to your TYQOON account. If the associated phone number or email address is no longer in use, you have to submit an account change request in order to associate a new phone number. New Device and Phone Number causes network or connectivity issues, ensure that your phone line signal is full and switch other verification options, and then try again by selecting a different option.
What do I do if I don't receive an email verification code?
If you did not receive your verification code via Email and your email account is working, it could be due to the following reasons:
1. If you are not receiving a verification code by email, check your spam/trash folder and security settings in your email account. Try resending code
2. If the verification code cannot be received, we recommend you create a new email address and start again Note: you avoid using your work email for the TYQOON account.
3. During the payment process, If you still do not receive the OTP after several tries, you may have reached the maximum request limit. Please contact TYQOON Customer Service
How do I fix an error message, "The email address you have entered is already registered"
Sometimes recent changes you make in your web browser might not update on your other devices (or the reverse might happen). Close and reopen your browser and then try again by entering the right Email Address
How to set up payment password?
After logging in> click [My Account]> [Payment Password] to set it. To change the payment password, a mobile phone SMS verification code is required.
What do I do if my login is not working?
1. Incorrect password
Check that you have entered your password correctly. If you have forgotten your password, Go to the Login Page > Select Forget the Password on the lower right corner of the login box
Note: Read and follow the instructions on the page2. Security risk issue: From the Additional security verification page, select the method to use from the recommended option list, and try again.
3. Your Account is Frozen for Suspicious Activity Your account may be limited due to security reasons, such as suspicious login activity or suspected hacking attempts found on your account. We recommend that you create a new account.
Buyer Help
Shopping Guidelines
Shop with TYQOON Register an account and added a Local Delivery Address> Login with your Registered Email Number and One Time Password (OTP)> Select Products to Purchase > tap Check Out> Select preferred Payment Option > Place Order> Confirm order received> Submit a Review> Completed Note: Make sure you choose the correct address for shipping, no change to your address is allowed after your order has been shipped out by the seller.
How do I check my products from my cart? Select Products to Purchase to the shopping cart > select My Cart in the upper right corner> then select Edit/Delete from your shopping cart Order Management
Why can’t I place my order during checkout? There could be a few reasons why you might not be able to place your order during checkout:
1. The information about the order has not been completed for finalization on the platform
2. Out of stock due to insufficient or no inventory
3. No available shipping option for the product(s)
4. Network or connectivity issues
Note: An Error Occurred lightbox popup will appear, identify the problem and try again later.How do I check the status of my order? Login with your Registered Email Number and One Time Password (OTP)> Select Orders > Scroll down to the bottom for your Order ID > Check the Status of your Order(s) How do I cancel my order? Before the order has been arranged for shipment by the seller, you can request for cancellation: 1. To request for manual order cancellation
Payment is made> Go to the Order Details page > Select Cancel Order on the Order Details page > Submitting a Cancellation Request> Confirm to Submit > Checking Cancellation Request Status> Select My Order to view Cancellation Details for the order(s)2. To request for auto- order cancellation
You did not complete payment within the specified time limit after placing your order. Your order(s) were automatically canceled by TYQOON.Note: After the product has been shipped, a customer cannot cancel the order. Please contact TYQOON Customer Service for further assistance.
Will the TQC be issued back after cancelling the order? After the order is refunded successfully,
①If the order is for an order of a single product/ order of multiple products to apply for a refund, the used TQC discount credit will all be returned.
②If the order is multiple products, and you apply for the partial return, the used TQC discount credit will all be returned based on the amount of rebate vouchers used on the specific products.How do I confirm order received? Go to My TYQOON> Select My Order> Scroll down to the bottom for your Order ID> You will see the countdown timer for auto-confirm order is received virtual product:
When you place an order, you will receive an automatic e-mail confirming receipt of your order, and then an automatic confirmation of payment receipt upon payment. After completing the payment, the system will automatically confirm the order immediately for shipping. The system will automatically confirm the receipt on the 7 days after shipping is completed.
The transaction status is changed to “successful transaction.”
*Note: If the transaction status is “buyer paid”, there is no time to time.
How do change/edit my delivery address after my order has been placed? Go to My Account> Select Shipping Address> Edit the Delivery Address. Note: After the product has been shipped, a customer cannot change the delivery address. Please contact TYQOON Customer Service for further assistance. Invoice Due to the special nature of our Shopping experience, we do not support invoicing. Shipping Commodities mainly include delivery fees, except for remote areas (Xinjiang, Tibet, Gansu, Ningxia, Qinghai, Inner Mongolia, Hong Kong, Macao and Taiwan, etc.) that need to pay. Review Management
How do I rate review a product? Login with your Registered Email Number and One Time Password (OTP)> Go to My Orders> Select Product Reviews> Rate and Write a Review> Submit Review. Note: Only one submission can be submitted. No revisions will be entertained after submission.
TYQOON Global
Shopping Information
Shopping InformationAuthentic guarantee of overseas products TYQOON Global has a professional procurement team stationed overseas, striving to purchase directly from the country of origin to ensure the origin of the product. All products have relevant link information and traceability of delivery logistics. Product packaging Cross-border products meet the standards of the country of origin, which may be different from Chinese standards. Due to the implementation of environmentally friendly packaging abroad, kindly note that the outer packaging of the product is relatively simpler than the domestic counterpart. Shipping time Regular goods – Cross-border parcels will be shipped out by our relevant domestic bonded warehouses or overseas warehouses within 48 hours. The normal delivery time is 2-6 days, and oversea shipping takes longer. General goods – The parcels will be delivered by the nearest JD cloud warehouse, and the normal delivery time is 2-4 days.
Customs Clearance
Shopping declaration According to the General Administration of Customs of the People’s Republic of China’s regulatory requirements, to purchase goods from bonded areas and overseas, the buyer must provide the ID number or ID photos of the front and back for customs declaration and inspection purposes. The limit amount of personal declaration According to the General Administration of Customs of the People’s Republic of China’s regulatory requirements, for cross-border product purchases, the single order limit is 5,000 CNY, and the total annual limit for individuals is 26,000 CNY Returns
Under what circumstances can I apply for after-sales service? Damaged or quality issue products are eligible for return/refund. Please contact TYQOON Customer Service and return the products to the designated domestic address. If not, please note that cross-border products do not support unreasonable returns and exchanges. Does unreasonable return/exchange applied for the TYQOON global products? Due to the special nature of cross-border products, once TYQOON cross-border products are sold, the unconditional refund policy does not support if the product has no quality issue. Product Delivery
Please take note when receiving TYQOON Global products Please check the parcel when signing for the delivery confirmation. If you fail to sign for the goods in person and find the product damaged, please contact customer service to submit the after-sales service within 48 hours after logistic tracking has been displayed. Please note that after-sales processing cannot be performed if the request is submitted more than 48 hours or the proof is incomplete. In case of damage, please do not discard the original packing box, packing list, and goods before contacting customer service. Items received do not match the purchased order
What should I do if I receive the wrong item? If the product you received does not match the product in your purchased order, you can ① apply for a refund and return, and we will bear the shipping cost; ② keep the product, and we will compensate you for the price difference.
If the product you received is a defective product, you can ① apply for a refund and return, and we will bear the shipping cost; ② keep the product, compensation will be considered based on the item’s condition.What if the product expiry date does not match the promised validity period? Compensation will be considered according to the validity period
①If the product’s expiry date is less than 3 months, you can apply for compensation;
②If the product’s expiry date is more than 3 months, you can request for return/refund (Return parcels need to buy for the insurance).What if the items missing from the purchase order? Please provide relevant information to customer service. i.e. original parcel, packing list, physical goods, package filling, and other proofs. Please allow us to revert back within 3-7 working days. If the missing item is confirmed, we will issue a refund for the missing items. Confirm delivery address
Can I modify the address after placing an order? We will try our best to modify the address due to customer reasons excpet for the custom reasons. Please double check the delivery address before placing an order. The address is incorrect and cannot be delivered A partial refund will be considered for the failed delivery and the product is automatically returned due to the customer’s reason. Please note that tax, shipping cost, packaging material fee, and customs clearance fee will not be refunded. The return shipping cost
Who bear the return shipping cost? ①Products that are returned/refunded due to the following issues (wrong/missing items), the return shipping fee will be borne by TYQOON. Kindly note that the return shipping fee shall be paid in advance by the customer first, and the refund will be done together with the return shipping fee after TYQOON confirms the received returned products meet the return conditions.
②If the product is returned due to the customer reasons, all losses shall be borne by the customer.Order Rejection
Can I refuse to accept the delivery? ① Customer may refuse to accept the delivery on the spot due to the product issue, i.e. wrong/missing item, and we will refund the entire order for you.
② Customer refuses to accept the delivery on the spot due to the customer’s change of mind and there is no issue with the product, a partial refund will be considered. Please note that tax, shipping cost, packaging material fee, and customs clearance fee will not be refunded.Others
Overseas products quality related If customers subjectively believe that the products sold have quality problems, a written identification from the national quality inspection department, legal and valid relevant counterfeit certificates will be required (including but not limited to: fake identification certificates issued by brand owners; Certificate of counterfeit goods issued by relevant judicial and law enforcement agencies, etc.)
Shipping
Tracking and Logistics
When will I receive my order? For express delivery, you may expect to receive your overseas order within 24 hours to the same city, within 48 hours to the same province, within 72 hours to a different location, and takes 5-7 days to the remote location. This calculation excludes public holidays and the logistics partner’s non-working days.
Note: Orders may take longer due to adverse weather conditions
How do I track my order? Go to Order> Select View Details> Select View Logistics> Select View the Logistics Information> View All Shipping Updates Note: If you still can not see a new status, please contact TYQOON Customer Service for further assistance. How can I expedite my order delivery? Login with your Registered Email Number and One Time Password (OTP)> Go to My Orders> Select View Logistics> Contact TYQOON Customer Service for further assistance. Note: You may contact the logistic company directly, helps to expedite your most urgent time-critical shipments Why does my parcel tracking show “parcel number unknown”? If your parcel tracking number appears as “unknown”,this means that the courier has already tried to deliver your shipment, but the shipping address was incomplete or incorrect or/and there is a chance you may be uncontactable. Why does my shipment tracking has stopped updating? The Supported Logistics partners typically update your status within 24 hours after you have received the confirmation by them that your shipment is picked up successfully. The shipment is still waiting for collection and has not been updated. You may contact the logistic company directly, which helps to expedite your shipments. Otherwise, you may contact TYQOON Customer Service to track your order’s delivery status or request the right tracking number. How do I check my parcel for return? The Supported Logistics partners typically update your status within 24 hours after you have received the confirmation by them that your shipment is picked up successfully. The tracking number has not been updated on the supported logistics partner’s tracking website yet or a system error has occurred on the supported logistics partner’s tracking website You may contact the logistic company directly, which helps to expedite your shipments. Otherwise, you may contact TYQOON Customer Service to track your order’s delivery status or request the right tracking number. What should I do if I have not received my shipment? Login with your Registered Email Number and One Time Password (OTP)> Go to My Orders> Select View Logistics Note: If you have not received your order after the shipment is shipped, you may contact the logistic company directly, which helps to expedite your most urgent time-critical shipments How do I claim for lost & damaged parcels? Please contact TYQOON Customer Service to inform the parcel is lost immediately, for further assistance. How do I contact Supported Logistics partners to track ? You can contact our Supported Logistics partners via their websites, email or phone for delivery-related concerns (e.g. tracking order status, expediting delivery):
Zhongtong Express: 95311
Shentong Express: 95543
Yuantong Express: 95554
Bai Shi Express: 95320
Yunda Express: 95546
SF Express: 95338
Debon Logistics: 95353
Excellent Express: 95349
EMS Post Express: 11183
Daily Express: 400-188-8888
Quanfeng Express: 400-698-0398
House emergency delivery: 400-678-9000Modify Shipping Requirements Before the order has been arranged for shipment by the seller, you can request to change the address. Please contact TYQOON Customer Service for further assistance. Note: The change of delivery address will be based on a best effort basis. After the product has been shipped, a customer cannot change the delivery address. Please contact our Supported Logistics partners via their websites, email, or phone for delivery-related concerns. We do not take liability for loss and damage of Item
Refunds
After-sales Rules
What can be done after-sales? After-sales service includes Product Quality and Reliability Issues, wrong/damaged/faulty products or incomplete items for my order, and Seven-Day Unconditional Return of Products*. You must include supporting documents as evidence for Dispute. After the supporting documents are received, we will process your application upon receiving all required documents. Please contact TYQOON Customer Service to inform the parcel immediately, for further assistance. What does after-sales service exclude? Any item that is damaged, contains missing parts, or is in unsellable condition because of customer negligence, misuse or tampering will not be accepted for return/exchange. Refunds and exchanges are strictly not allowed beyond the stipulated time period. 7-day unconditional refund policy
Which circumstances can apply 7-day unconditional refund policy
?Within seven days from the date of receiving the products, buyers can request refund/exchange for products that support 7-day unconditional refund policy
and the products meet the standard.Related issue regarding 7-day unconditional refund policy
product shipping problem?When a buyer request for 7-day unconditional refund, if the product has free shipping, the buyer will only be required to bears the return shipping fee; However, the buyer will be required to pay for all the return fee if: 1) The product is not free shipping.
2) The platform provided free shipping as part of promotion.
3) Partial returns of consumers that cause the original order can not fulfill free shipping condition.How do I request a Return/Exchange? Please submit the after-sales request on the website within 24 hours. Please describe the relevant problems, and upload the relevant proof. Ensure that product(s) are returned in the original received condition, completed with all the original inclusions (free gifts included), and have all tags and labels attached. Submit relevant photos or videos of the product that you have received, showing the product clearly. We do not take liability for loss and damage of Item
How to update logistics tracking information for the returned goods? After your return or exchange request is approved, you send the product to the designated location which provided by our customer service team, upload the tracking number through our website, or directly reply the tracking number to the customer service team via SMS. How to request a Refund? If you are not satisfied with the order(s), you may request the after-sale service on the order page, alternatively, please contact TYQOON Customer Service to inform the parcel immediately, for further assistance. Are there any specific logistics partner requirements for returns? Please contact the courier company or make an appointment to pick up the goods directly. Kindly note that you are not allowed to use cash on delivery mode for the return or exchange products. Returns / Exchanges / Refunds
How do I request a Return/Exchange? Please contact TYQOON Customer Service within 24 hours for further assistance. Ensure that product(s) are returned in the original received condition, completed with all the original inclusions (free gifts included), and have all tags and labels attached. Submit relevant photos or videos of the product that you have received, showing the product clearly. We do not take liability for loss and damage of Item
How to request a Refund? If you are not satisfied with the order(s), please contact TYQOON Customer Service to inform the parcel immediately, for further assistance. How long will it take for me to receive my refund? After raising a return/refund request, you’ll need to wait for the request to be accepted before you can ship the product(s) for return. The refund will be processed once the product is checked and inspected. When will I receive the exchange items from the platform? Once we receive your return item(s), it will go through a quality check to ensure it’s in good condition and complies with our exchange policy. To check the shipment status, Go to Order> Select View Details> Select View Logistics> Select View the Logistics Information> View All Shipping Updates What should I do if the return is not delivered to the designated address? Please contact Logistics to confirm the specific reason why the goods did not arrive
If it is a logistics company issue, please contact the corresponding logistics company directly;
If it is wrong information provided by the platform, please contact the platform to confirm the return address and contact logistics to modify the return address.After applying for a refund, where does the money go? Once users submit a return/refund request, after the successful sale, the payment for the original order will be credited back to their account balance. Return and Exchange shipping charges The user shall bear the shipping fee for 7-day unconditional refund policy. The Return/Exchange due to the quality issue, the shipping fee shall be paid by the user first, and the platform will refund the shipping fee accordingly. How to deal with counterfeit products?
TYQOON has strict requirements on suppliers, All products listed by TYQOON must be 100% authentic. If you do not have official identification documents and still not satisfied with the product(s), you may request for refund if the product(s) is in the original received condition within 7-day unconditional policy. TYQOON has strict requirements on suppliers, All products listed by TYQOON must be 100% authentic. If yo do not have official identification documents and you have removed the packaging/labeling/used the product, we will not offer the refund. Please contact our customer service team for more details. TYQOON has strict requirements on suppliers, All products listed by TYQOON must be 100% authentic. If you have the officially identification to prove that the product is counterfeit, we will take action against the supplier and request supplier to take responsibility for costs such as any losses and liabilities suffered or incurred. After-sales Time Frame
If you manually confirm the delivery, you can request refund/exchange for products that support a 7-day unconditional refund policy and the products meet the standard.
In order to protect your rights, please confirm delivery only if the product is in good condition.The order will be automatically confirmed for delivery on the 10th day if you do not make any action. For products that support a 7-day unconditional refund policy and the products meet the standard, you can request for return/exchange within 7 days.
Payment Issues
What payment options does TYQOON support?
TYQOON Platform supports the following payment features end-to-end. WeChat payment/Alipay payment/bank card payment/credit card payment/My Store Credit.
Note: *Spending (including but not limited to shopping, applying for refunds, etc.) involves exchange rate calculation, the real-time exchange rate shall prevail.
My Store Credit
You can use WeChat payment/Alipay payment/bank card payment/credit card payment/digital payment to top-up the balance; you can also change TYQOON Dollars to Store Credits for spending.
Unsuccessful Payment
This payment method is currently unavailable Dear customer, when the page shows “Bank is temporarily unavailable”, it may be caused by the following reasons:
1. Internet connectivity problem may occur when the bank is upgrading their system, close and reopen your browser and then try again
2. Your credit card can be frozen or cancelled, please contact your bank for more informationThe page shows “Exceed Single Limit” during payment process? Exceed limit. Please make sure the order amount does not exceed your debit card limit. Or the payment is unable to go through smoothly. Please contact Alipay, WeChat or bank cards for assistance Why does payment is always unsuccessful? The payment failure might be due to the following reasons:
1. Your bank card has not yet activated the online banking payment function. Please contact your bank directly for assistance.
2. If Your payment method is not accepted, you may change to other payment methods.
3. If the card has expired, is invalid, reported as lost, or insufficient credit limit, please contact your bank directly for assistance.
4. The banking system may be broken, it is recommended that you refresh the page or restart the computer again.
5. Some banks set a limit on the payment amount. Please contact your bank directly for assistance.
6. If the quick payment is abnormal, the bank card bound to your account may have expired or the bank card you have changed to a new one has not been re-bound. Please follow the system instruction to check the specific reasons and try it again.
7. If the payment is unsuccessful due to busy activities on the site, it is recommended that you reopen the page to make the payment again.Cryptocurrency Payment failed 1. That’s a minimum amount limit to be exchanged. It is recommended that you check the relevant amount before making cryptocurrency payments.
2. It may be that your Gasfee is low. It is recommended that you cancel the block transfer and select the appropriate Gas fee and make the payment again.
3. If your Top up is not received, it may be that your transaction has not been completed. Your page is blocked in the network, please wait patiently. After the blockchain is confirmed, the platform will display the balance of the equivalent fiat currency you exchanged.
4. If your account can no longer initiate Cryptocurrency Payment , please contact our customer service for further assistance.I’ve already paid on alipay, but the order status shows “Waiting for Payment” If your online banking has deducted the payment and the transaction status shows that the payment is waiting, it is usually due to the data delay caused by the “busy network”, try the following methods: 1. Delete Cache and Refresh your order page. If the transaction shows [Buyer has paid], please wait for [Platform Delivery].
2. transaction cannot be completed if the page is closed or/and interrupted, and a refund is issued to the original payment method.
3. If the status shows【Transaction Recovery Failed】, a refund is issued to the original payment method.
Reminder: If you are in a hurry to pay, you can also choose another payment, and the overpayment will be refunded to you. Please contact TYQOON Customer Service for further assistance.Note: For the digital payment method, your transactions will eventually confirm. It may just take longer than usual to do so.
Referrals
TYQOON Dollars
What are TYQOON Dollars? TYQOON Dollars is exclusively designed for the TYQOON platform, to show appreciation to customers using the TYQOON platform and when conditions to obtain the TYQOON Dollars are met. And also, TYQOON Dollars for exclusive members to minimise your shopping spending. How to use TYQOON Dollars TYQOON Dollars can be exchanged for credits for spending. How to get TYQOON Dollars TYQOON Dollars can be obtained in the following three ways:
① Directly invite friends to buy TQC, and the inviter can get
TYQOON Dollars as a reward weekly;
②After become the TYQOON shop owner, and the shop owner can get TYQOON Dollars reward for sharing monthly.
③Participate marketing campaigns.Shopping TYQOON Dollars rewards Payout Time The TYQOON Dollars rewarded by your weekly spending will be issued to you every Wednesday; there will be a notification at that time, please log in to TYQOON to check the payout status. Referral Reward TYQOON Dollars Release Time Your monthly TYQOON Dollars for referral program rewards will be issued to you on the 10th of each month; there will be a notification at that time, please log in to TYQOON to check the release status. TQC
What is TQC? TQC is a subsidy launched by TYQOON to minimise your shopping spending. How to get TQC? ① Users can purchase TQC on TYQOON during the order check out;
② TQC Price: ¥50/piece, One TQC can be exchanged for 500 discount credit, and so on;
③ There is no limit on the usage time and number of TQCs. Once purchased, no refunds are allowed due to the special attributes.How to use TQC discount credit? ①As a subsidy, TQC can be used to minimize your shopping spending;
②Using TQC discount credit to enjoy the lowest price and save money;
③Differnt products will have different TQC discount credits. Please check the actual TQC discount rebate provided by individual products;
④If the TQC discount credit is abandoned during the checkout by the user, the purchase will be regarded as the user’s confirmation to purchase at the original sales price and will not enjoy the discount credits.Can TQC refund after purchase? TQC does not support refunds after successful purchase, please confirm the number of purchases according to your needs. Gift Voucher
Gift Voucher The “My Store Credit” amount can be directly deducted when purchasing the products on TYQOON, or you can click “Make Gift Code” to generate a gift code. The gift code can be used for your own or transferred to your friends or family members. Shop Owner at TYQOON
How do i become Shop Owner at TYQOON ? How to start:
① Users must purchase 5 TQCs for their own usage AND
② to activate the sales channel program, the user just needs to register to get the Invitation Code and invite direct friends to purchase a minimum of 10 TQCs.
③ After accumulatively selling 250 TQCs, users can apply to become Shop Owners at TYQOON!
Tips: For every 10 pieces of Rebate Vouchers (QTC)sold, the user can access the 10 direct and mutual friends of their total Sales for total sales calculation (maximum up to 90 people).
Becoming a shop owner depends on the total sales revenue and is subject to change and terms and conditions apply.Referral Program
How does Referral Program works? 1. Spending Rewards: Invite direct friends, each time you buy a TQC, you will be rewarded with 5 TYQOON Dollars
Calculation period: every Monday to Sunday 23:59:59
Payout time: every Wednesday (rewards will be distributed in TYQOON Dollars)
Tips:
TQC: Price is ¥ 50 per piece, which entitles the TQC discount credit of 500, it can be used to deduct the purchase amount on TYQOON.2. Referral reward: 50% of the platform TQC turnover
Sharing reward = 50% of TQC turnover / total weighted index accelerated points of the platform * accelerated points weighted index (individual)
Calculation period: 1st of every month to last day of every month 23:59:59
Payout time: 10th of the following month (rewards will be distributed in TYQOON Dollars)”MVP
How do I become MVP at TYQOON ? The user only needs to purchase the MVP subscription, to be upgraded to the MVP
MVP Benefits:
1. The maximum headcount for sales turnover will be increased to 2,500 pax
2. Highest accelerated growth point achieved is at 200%
3. Have access to express accelerated growth pointsNote: MVP fee is 5,000 CNY/year and 500 CNY / monthMVP Accelerated Growth Points Lead 4 directly invited users to become the Shop Owner with you,
You will get Express Accelerated Growth Points!