FAQ
After-Sales Service
What kind of after-sales support does YUNNU provide?
YUNNU is committed to providing exceptional after-sales support to our customers. Our professional customer service team is ready to help you resolve any issues or questions. Whether you need product recommendations, care instructions, or technical support, we're here to serve you. We offer multiple support channels including email, phone, and live chat to ensure you can reach us in the way that's most convenient for you.
How can I contact customer service?
You can reach our customer service team in several ways. Email: support@yunnu.com (typically responds within 24 hours). Phone: +1-800-YUNNU-01 (Monday-Friday, 9 AM to 5 PM PST). Live Chat: Visit our website and use the chat widget in the bottom right corner to speak with our agents in real time. Our team is fluent in both English and Chinese, ensuring you can communicate in your preferred language.
What warranty does YUNNU offer?
All YUNNU products come with a one-year manufacturer's warranty covering defects in materials and workmanship. If your product develops a defect under normal use conditions, we will repair or replace it free of charge. The warranty does not cover damage due to misuse, neglect, or normal wear and tear. To file a warranty claim, contact our customer service team with proof of purchase and photos of the product. We will evaluate your claim and provide a solution.
Returns
What is YUNNU's return policy?
We want you to be completely satisfied with every YUNNU product. If you're not happy with your purchase, we offer a 30-day no-questions-asked return policy. Products must be in original condition, unused, and in original packaging. Return shipping is the customer's responsibility unless the product is defective or was sent in error. Once we receive and inspect your return, we'll process your refund within 5-7 business days.
How do I initiate a return?
Initiating a return is simple. Contact our customer service team through our customer portal or email support@yunnu.com. Please provide your order number and reason for return. Our team will provide you with a return label and detailed instructions. Please ensure your items are properly packaged before shipping to prevent damage in transit.
How long does a refund take?
Refund processing time depends on several factors. Once we receive your return, inspection typically takes 3-5 business days. After approval, your refund will be processed to your original payment method within 5-7 business days. Please note that depending on your bank or credit card company, it may take an additional 3-5 business days for the funds to appear in your account.
Shipping
What shipping methods do you offer?
YUNNU offers multiple shipping methods to meet your needs. We partner with leading global logistics providers to ensure your premium yarns and fiber art supplies arrive safely and on time. Standard shipping typically takes 5-10 business days, while expedited shipping options can deliver within 2-3 business days. All orders include tracking information so you can monitor your package status at any time.
What are the estimated delivery times?
Delivery times depend on your chosen shipping method and location. Domestic standard shipping typically takes 5-10 business days, while expedited shipping takes 2-3 business days. International orders may take 10-21 business days, depending on the destination country and customs processing times. Please note that these timeframes do not include order processing time, which is typically 1-2 business days.
How are shipping costs calculated?
Shipping costs are calculated based on order weight, destination, and your chosen shipping method. At checkout, you'll see a complete breakdown of all available shipping options and their corresponding costs. We offer free shipping promotions when orders meet specific spending thresholds. All shipping costs are clearly displayed before checkout with no hidden fees.