Dear users, Thank you for choosing our products. If you encounter any questions during the purchase process, please contact the official online customer service in time, or call customer service for consultation: 400-668-9229, and we will deal with it in time.



the way of buying



Currently, it is only available for purchase at the counters of shopping malls in mainland China and the official website of IMASK;



Official website purchase channel: www.imask.com.cn





Point coupon



Q: What are points?

Answer: Buying goods on the IMASK official website will generate a corresponding amount of points. The points are issued by the IMASK official website and can be used to redeem shopping vouchers.



Q: What items can I buy with points?

A: Points can be used to purchase a certain percentage of cash in the IMASK official mall to purchase all products.



Q: How do I check my points?

A: Please use your account to log in to the official website and view it in the personal center.



Q: How long are the points valid?

Answer: There is no expiration period for the points, and they can be used for a long time.



Q: How are points used?

A: After you purchase a product from the IMASK mall, fill out the order information page and choose to use points to settle.



Q: How can I earn points?

Answer: Points are generated by purchasing goods. For every RMB 1 item purchased, you can earn 1 point. For example, if you buy 1999 yuan, you will earn 1999 points, and so on. Of course, sometimes IMASK's official website will also give away points during member registration or certain activities.



Q: Can I use points to redeem cash for purchases and still earn points?

Answer: Yes.



Q: Can points be used separately?

Answer: Yes.



Q: Will the points be refunded for orders that use points?

A: When an order using points is returned, the amount paid for the points will be returned to your points account and can be used again.



Invoice description



When filling in the order information, you can choose an invoice according to your needs, which will help us ship faster.



Q: What can be invoiced?

A: The invoice content can only be issued according to the goods or services purchased. We will issue an equivalent invoice based on the actual amount you paid.



Q: Will the invoice be delivered with the product?

A: The invoice will be issued after you confirm the receipt, and the order will be issued for you after the order is completed; the VAT invoice (paper) will be received after you confirm the receipt, and will be delivered about two weeks after the order is completed.



Q: Can I make up for lost invoices?

A: After you receive the invoice, if you lose it, you will not be able to resend it.



Q: Can I issue a special VAT invoice?

Answer: Special VAT invoices can be issued.



common problem



Q: What kind of sales model do you use for online sales?

A: We use the queuing method to purchase. You will join the shipping queue after you place your order successfully. We will ship as soon as possible according to the chronological order of your successful order.



Q: What payment methods does the official website purchase support?

Answer: At present, online payment and cash on delivery are supported. Online payment includes Alipay, UnionPay Online, and Online Banking Payment.



Q: How to check the order status?

A: Please log in to IMASK's official website with the account you placed the order to view in the personal center.



Q: Can I modify the order information after the order is placed successfully?

A: You can modify the receipt information and invoice information before the order is placed successfully.



Q: When will the refund be received after the order is cancelled?

A: The refund cycle is about 3-20 working days (the refund review processing cycle is 1 working day; Alipay is 3-10 working days; UnionPay is 7-20 working days).



Q: Didn't receive the activation email?

A: Activation emails are usually sent to your mailbox within one to two minutes. If you did not receive it, it is possible that the mail system incorrectly identified the activation message as spam. Please check your spam directory, if you find an activation email, set the email address to a trusted sender and click the activation link.



Q: Didn't receive the verification code?

A: Verification codes are usually sent to your phone within 10 to 30 seconds. If you have n’t received the verification code, follow these steps:

1. Your mobile phone system may incorrectly identify our short messages as spam messages. Please check the spam message blocking history in your mobile phone system, or re-send the verification code on our official website after you disable the blocking function

2. You may have blocked or complained about spam messages to your mobile phone service operator or relevant regulatory authorities through SMS, phone, website, etc. You can try to contact your mobile service operator to turn off this blocking function and resend the verification code on our official website;

3. If you still can't receive the verification code after trying the above methods, please call customer service: 400-668-9229.