At maxboy.shop we are committed to making every shopping experience smooth and every question answered quickly. This policy explains how to reach us, when to expect a reply, and what we need from you to resolve your issue as fast as possible.
Last updated: September 2026
1. How to reach us
| Channel | Best for | How to access |
|---|---|---|
| Live Chat | Quick pre-sales questions, order status, product advice | Floating chat widget (bottom corner of every page) |
| Support Email | After-sales, returns & refunds, bulk orders, issues with attachments | taochao6814@outlook.com or liangyangsongaa@outlook.com |
| Order Message | Questions tied to a specific order | Your account → Order details → “Leave a message” |
One request, one channel, please. Submitting the same issue through multiple channels can split your case into duplicates and actually slow down resolution.
2. What to include in your message
Please have the following ready — it helps us resolve your issue in one reply instead of three:
- Order number (order-related issues)
- Email or phone used at checkout
- A short, clear description of the problem
- Screenshots or video (for damage, defects, or website errors)
Tip: For order issues, sending your order number in the very first message saves a full round of back-and-forth.
3. Our service commitment
- No bots, no scripts. Every email and chat is answered by a real support agent, not an automated response.
- Resolution over replies. If we cannot fully solve your issue in the first response, we will tell you exactly what the next step is and when to expect it.
- Follow-up guarantee. If you do not hear from us within the promised time, reply to your own ticket — we will prioritise it immediately.
- Respect works both ways. We always treat you professionally and expect the same in return. We reserve the right to end a conversation if it becomes abusive or harassing.
4. Related policies
| Policy | Purpose |
|---|---|
| Returns & Refunds | How to start a return, conditions, and refund timelines — read the policy |
| Shipping & Delivery | Transit times, tracking, customs, and lost-package handling — read the guide |
| Privacy Policy | What data we collect and how we protect it — read the policy |
You can reach the Returns & Refunds and Privacy Policy pages from the links at the bottom of any page, or request a copy via support email.
Still have questions? Start a live chat or email us — we are here to help.