pssser.com Australian Department Store Independent Website FAQ

Dear ppsser.com users:

To help you shop more smoothly on our website, we've compiled the following FAQs, covering key aspects such as the purchase process, order processing, after-sales service, and logistics. If your questions aren't answered here, please contact us via our official email or phone number.

I. Shopping and Ordering

1. How do I place an order on ppsser.com?

Simply log in to the ppsser.com website, browse products, add them to your cart, confirm the product information (model, quantity, etc.), proceed to the checkout page, enter your Australian delivery address, contact person, and phone number, select a payment method, and complete the payment. Once your order is submitted, you will receive an email notification (sent to the email address you provided when placing the order).

2. Can I modify my order after placing it? If your order hasn't shipped (usually processed within 1-2 business days after placing an order), you can contact customer service at service@ppsser.com to request changes to your shipping address, contact number, and other information. (Product model and quantity cannot be modified at this time; you will need to cancel the original order and place a new one.)

If your order has shipped and is being shipped by a logistics provider, no information can be modified. Please understand.

3. What payment methods are available? Are local Australian payment methods supported?

ppsser.com currently supports major international payment methods (such as Visa, MasterCard, PayPal, etc.), as well as commonly used local Australian payment methods. Please refer to the payment options displayed on the checkout page for details. If you encounter any delays or failures during the payment process, please check your network connection, change your payment method, or contact customer service for assistance.

4. How long does it take to receive an order confirmation after placing an order?

After successful payment, an order number will be generated and an order confirmation email will be sent to the email address you provided (usually within 5 minutes; if you haven't received it, please check your spam folder). If you haven't received a confirmation email within 30 minutes, please contact customer service to verify your order status.

II. Logistics and Shipping

1. Where are the products shipped from? Does our delivery area cover the entire Australia?

Products are shipped from our domestic warehouse (Chengdu Xiangyuan Yunhong E-Commerce Co., Ltd.). We currently deliver to most of Australia, including the Australian mainland and major islands like Tasmania. We don't currently offer delivery to some remote overseas territories and uninhabited islands. Please refer to the "deliverable address" displayed when you place your order. If your address is outside of the delivery area, please contact service@ppsser.com for special arrangements.

2. Do I need to pay for shipping?

No! ppsser.com offers free shipping across our entire store. Regardless of the quantity, weight, or volume of your purchases, as long as your delivery address is within our delivery area within Australia, we cover all shipping costs. There are no hidden fees, such as packaging or handling fees.

3. How long does it take to receive my order?

Order Processing: After successful payment, our company will complete order review, product packaging, and shipment within 1-2 business days (postponed during holidays).

Logistics and Delivery: After shipment from our domestic warehouse, products are shipped to Australia via our partnered logistics service provider. This typically takes 7-15 business days. Delivery times to remote areas (such as some northern rural areas) may extend to 15-20 business days. Please refer to the logistics tracking information for details.

4. How can I track the progress of my order?

After your order is shipped, our customer service will send you an email with the shipping tracking number. You can track the progress in two ways:

Log in to ppsser.com, go to the "My Orders" page, find the order, and click "Tracking" to view real-time progress.

Copy the shipping tracking number and visit the "Partnered Logistics Service Provider's Official Website" included in the email. Enter the tracking number to view detailed shipping information.

III. After-Sales Service

1. Are returns and exchanges available? What is the specific policy?

Yes! ppsser.com offers a 14-day free return and exchange service. The specific rules are as follows:

Eligibility: Within 14 days of receiving the product (based on the delivery receipt date), the product must be unused, undamaged, and with the packaging and accessories intact (quality issues or product discrepancies with the order are not covered by the "unused" condition).

Return and Exchange Process: Submit a request to service@ppsser.com (including the order number, description of the product issue, and photos) → Customer Service will review and approve the request → Return the product to No. 21, 1st Floor, Unit 1, Building 2, No. 1 Beidong Street, Qingyang District, Chengdu (identical to your company and return address) → We will inspect the product and process a refund or exchange (exchanges are also free shipping).

2. Do I need to pay for shipping for returns or exchanges?

No! Whether returning or exchanging, we cover all shipping costs; you do not need to pay for return shipping (we recommend using trackable shipping and retaining the tracking number for easy tracking).

3. What is the product warranty period? How do I apply for a warranty?

Authentic department store products purchased on ppsser.com (excluding custom-made items and disposable consumables) are covered by a one-year free warranty from the date of receipt. To apply for a warranty, please email service@ppsser.com and include your order number, a description of the problem, and photos/videos of the problem. After customer service approves your request, we will inform you of the follow-up procedures (such as shipping the product back for inspection and repair, or replacing the part). Shipping costs incurred during the warranty process will be covered by our company.

4. How long does it take for a refund to be credited after submitting a refund request?

Once our company receives the returned product and inspects it, we will initiate a refund within 3-5 business days. The refund amount will be issued via the original payment method (e.g., credit card refunds to the credit card, PayPal refunds to the PayPal account). Receipt times vary depending on the payment platform's policies. Credit card refunds typically take 3-7 business days, and PayPal refunds take 1-3 business days. Please refer to the payment platform's notification for details.

IV. Company and Contact Information

1. What is the operating company of pssser.com? Do you have a specific address?​

ppsser.com is operated by Chengdu Xiangyuan Yunhong E-Commerce Co., Ltd., located at No. 21, 1st Floor, Unit 1, Building 2, No. 1 Beidong Street, Qingyang District, Chengdu. This address also serves as the return address for product exchanges and warranty claims.

2. How can I contact customer service? What communication channels are available?

You can contact us through the following methods:

Official email: service@ppsser.com (response within 24 hours, support Chinese and English);

Legal contact number: 19212751153 (weekdays, 9:00 AM - 6:00 PM, for urgent inquiries such as lost shipments and after-sales disputes).

3. What languages ​​does customer service support?

Currently, customer service primarily supports Chinese and English. You can choose the language you prefer by email or message, and we will assign a customer service representative to answer your questions in the language you prefer.

4. Is the product authentic? Is the quality guaranteed? All products on ppsser.com are genuine, directly sourced or manufactured by Chengdu Xiangyuan Yunhong E-Commerce Co., Ltd., and are sold after rigorous quality inspection. If you have any questions about product quality, please provide feedback immediately after receiving the product. We will provide returns, exchanges, or warranty services according to our after-sales policy to protect your consumer rights.

V. Other FAQs

1. Do the product prices on the website include Australian customs duties?

Product prices on ppsser.com already include Australian import taxes and fees. The price you pay when placing an order is the final price, and you are not required to pay additional customs duties or other import fees.

2. Can I purchase in bulk? Are there any wholesale discounts?

Bulk purchases are supported! If you have bulk purchase requests for business or offline retail, please send a "Bulk Purchase Request" (including the product name, estimated purchase quantity, and contact information) to service@ppsser.com. Our customer service will provide you with a customized wholesale quote and purchasing plan.

3. What should I do if the product details on the product page are inconsistent with the actual product I received? If the product you received doesn't match the description on the product detail page (e.g., model, color, features), this is considered a "product not matching your order" situation. You can request a free return or exchange within 14 days. You can also contact customer service to report the issue. We will promptly optimize the product detail page to prevent similar issues.

If you have any other questions not mentioned here, please feel free to contact us via our official email address service@ppsser.com or by calling 19212751153. Chengdu Xiangyuan Yunhong E-Commerce Co., Ltd. is happy to assist you!

Chengdu Xiangyuan Yunhong E-Commerce Co., Ltd.