Contact Us
Last updated: September 1, 2026
Thank you for visiting usaitod.
usaitod provides pet comfort products, pet cushions, and selected home and lifestyle products through usaitod.com.
usaitod.com is operated by Shenzhen Hechuang Hongcheng Technology Co., Ltd.
If you have questions about a product, an existing order, shipping, tracking, returns, refunds, payments, privacy, or another customer service matter, please contact us using the information below.
1. Customer Service Contact
The primary customer service contact for usaitod is:
Email:
service@usaitod.com
Telephone:
+86 13578942593
For questions about an existing order, please include your order number whenever possible.
You may contact us regarding:
● Product information;
● Order status;
● Order changes or cancellations where possible;
● Shipping and tracking;
● Delivery issues;
● Damaged, defective, or incorrect products;
● Returns and refunds;
● Payment questions;
● Privacy requests; and
● General questions about usaitod.
Please do not send sensitive payment information, passwords, or complete payment-card details by email.
2. Customer Service Hours
Our regular customer service hours are:
Monday–Friday
9:00 AM–6:00 PM PDT
Messages received outside our regular customer service hours will be reviewed during the next available business period.
We make reasonable efforts to respond to customer inquiries as promptly as possible during our regular service hours.
Response times may vary depending on inquiry volume, weekends, public holidays, the nature of the request, or whether additional order information is required.
3. Orders and Product Support
If you are contacting us regarding an order, please provide enough information for us to locate and review the order.
Useful information may include:
● Your order number;
● Name used for the order;
● Email address used at checkout;
● Product involved;
● Brief description of the issue; and
● Photographs or videos where the issue involves damage, defects, incorrect products, or missing items.
If you need to request an address change, order modification, or cancellation, please contact us as soon as possible.
We will make reasonable efforts to assist, but we cannot guarantee changes or cancellations once an order has entered processing, fulfillment, or shipment.
4. Shipping and Delivery Support
usaitod currently provides shipping to eligible United States addresses where available through checkout.
Our current U.S. shipping options may include:
Express Shipping — $6.99
Free Shipping — $0.00
Available where the applicable checkout conditions are satisfied.
Standard Shipping — $2.99
Available where the applicable checkout conditions are satisfied.
The exact shipping methods and shipping charges available for a particular order will be shown during checkout before payment is completed.
The shipping option and shipping charge selected and accepted at checkout will apply to that order.
If your package is delayed, tracking has stopped updating, or tracking shows delivered but you cannot locate the package, please contact:
service@usaitod.com
and include your order number and tracking information.
For full shipping terms, please refer to our Shipping Policy.
5. Returns and 180-Day Return Period
usaitod provides a 180-day return period beginning on the date your order is delivered.
The 180-day period is calculated from the confirmed delivery date, not from the order date or shipment date.
To request a return, please contact:
service@usaitod.com
before sending any product back.
Where a return qualifies for our 180 Days Free Return program, eligible return shipping may be provided according to the return instructions issued by usaitod.
Eligible returned products should generally comply with the conditions described in our Return & Refund Policy.
Approved refunds are generally issued to the original payment method, and we aim to process approved refunds within 5–10 business days after approval. Banks or payment providers may require additional time to post the funds.
Your supplied compliance report specifically identifies a 180-day period calculated after delivery, return conditions, return shipping, and original-payment-method refunds within 5–10 business days as complete return-policy elements.
6. Return Address and Damaged or Incorrect Items
Please do not automatically send returns to our registered business address.
Our registered business address is our corporate contact address and may not be the appropriate return destination for every order.
Before returning any product, contact:
service@usaitod.com
We will provide the applicable return instructions and authorized return destination.
If your order arrives damaged, defective, incomplete, or incorrect, please contact us and include:
● Your order number;
● A description of the problem;
● Clear photos or videos of the product; and
● Photos of the packaging or shipping label where relevant.
Please retain the product and packaging until our customer service team has reviewed the issue.
This treatment also addresses the return-address concern raised in the compliance reports: return instructions should be clear, and customers should know whether a warehouse return address differs from the company's registered address.
7. Privacy and Policy Questions
For privacy-related questions or requests concerning personal information, please contact:
service@usaitod.com
Privacy requests may relate to matters such as:
● Access to personal information;
● Correction of personal information;
● Deletion requests where applicable;
● Marketing preferences;
● Cookie or advertising preferences; or
● Questions about how personal information is used.
For more information, please review our Privacy Notice and Your Privacy Choices page.
For questions concerning your purchase or use of our website, you may also review our:
Terms of Service
Shipping Policy
Return & Refund Policy
FAQ
All customer-facing policies should use the same company identity and contact information. Your compliance reports specifically flag inconsistent legal entities across different pages as a serious template-residue risk.
8. Company Information
Brand:
usaitod
Website:
usaitod.com
Operating Company:
Shenzhen Hechuang Hongcheng Technology Co., Ltd.
Registered Business Address:
Room 1023-Q31, 10th Floor, Qinghai Mansion,
No. 7043 Beihuan Avenue, Kangxin Community,
Lianhua Sub-district, Futian District,
Shenzhen, Guangdong Province, P.R. China
Person in Charge:
Pei Li
Telephone:
+86 13578942593
Customer Service Email:
service@usaitod.com
Customer Service Hours:
Monday–Friday
9:00 AM–6:00 PM PDT
Return Requests:
Please contact service@usaitod.com before sending any return. The authorized return destination may differ from the registered business address shown above.
Last updated: September 1, 2026