Frequently Asked Questions
1. Are the tobacco products on sale legitimately sourced?
All tobacco products on sale are purchased directly from local tobacco companies. We maintain a complete “source traceability ledger” that records the purchase date, specifications, quantity, and tobacco company delivery receipts for each batch of products. After placing an order, you can contact customer service to request traceability information for your order to ensure that “every pack of cigarettes is traceable and of guaranteed quality.”
2. Does the platform offer promotional activities (such as discounts or discounts)?
No. In accordance with tobacco industry regulatory requirements, the platform strictly prohibits any form of tobacco product promotion, including but not limited to discounts, discounts, buy-one-get-one-free deals, and point redemption. All products are clearly marked according to the tobacco company’s recommended prices, without any price manipulation, to ensure consumer transparency.
3. How can I confirm the authenticity of the tobacco products I purchase? You can verify product authenticity in the following ways:
Check anti-counterfeiting labels: Authentic tobacco products all have unique anti-counterfeiting codes (such as barcodes or box codes). These codes can be scanned through the tobacco company’s official app or WeChat official account to verify traceability.
Contact the platform for verification: If you have questions about product authenticity, you can take a photo of the product packaging and anti-counterfeiting code and send it to customer service. The platform will assist in contacting the local tobacco quality inspection department for verification. The verification fee will be borne by the platform (if the product is confirmed to be authentic, there is no charge to the consumer).
4. What should I do if the product I received is damaged?
If the tobacco product you received has damaged packaging or moisture (not caused by human error), please take photos of the damage (including the delivery label, the entire product, and details of the damage) within 24 hours of receipt and send them to customer service. Customer service will verify and handle the issue within 12 hours.
You can contact us: the platform will reissue the same product free of charge, with the same delivery time as for regular orders.
You can choose “Refund”: The payment will be refunded within 1-3 business days after verification. Damaged products must be returned to the platform according to customer service instructions (return shipping costs will be borne by the platform).
5. Can I return or exchange my purchase without reason?
Due to the special nature of tobacco products (direct contact with the human body and easily affected by the storage environment), we do not accept returns or exchanges without reason, except for “counterfeit” and “damaged” products. Returns for personal reasons (such as “no longer wanting to buy” or “wrong style”) will not be accepted. Thank you for your understanding.
常见问题
1.在售烟草产品的货源是否正规？
所有在售烟草产品均直接采购自当地烟草公司，建立了完整的 “货源追溯台账”，记录每一批次产品的采购日期、规格、数量及烟草公司出库凭证。您可在下单后联系客服申请查询对应订单的货源追溯信息，确保 “每一包烟来源可溯、品质保真”。
2.平台是否会开展促销活动（如打折、满减）？
不会。根据烟草行业监管要求，平台严格禁止任何形式的烟草产品促销行为，包括但不限于打折、满减、买赠、积分兑换等，所有产品均按烟草公司指导价格明码标价，无任何价格套路，保障消费透明。
- 查看防伪标识：正规烟草产品均有专属防伪码（如条包码、盒包码），可通过烟草公司官方 APP 或公众号扫描查询溯源信息；
- 联系平台协助鉴定：若对产品真伪有疑问，可拍摄产品包装、防伪码照片发送至客服，平台将协助联系当地烟草质检部门进行鉴定，鉴定费用由平台承担（若确认正品，无需消费者支付任何费用）。
- 可联系我们：平台将免费为您补发同款产品，补发时效与正常订单一致；
- 可选择 “退款”：已支付款项将在核实后 1-3 个工作日内原路退还，破损产品需按客服指引退回平台（退回运费由平台承担）。
5.购买后可以无理由退换货吗？