FAQ

TikTok Viral Factory Store | Frequently Asked Questions (FAQ)

🤔 About Us & Our Model

Q1: Who are you? How are you different from a regular TikTok Shop?

We are a factory-direct sourcing hub, not a traditional retailer or marketplace seller. Our core model is: Identifying viral trends on TikTok/social media → Partnering directly with source factories → Selling to you at factory prices on our independent site. The key difference is that we skip all middlemen and platform commissions, allowing you to get prices 30-50% lower than on TikTok Shop or Amazon.

Q2: Why are your prices so low? Is the quality guaranteed?

Our low prices come from an ultra-lean supply chain: Factory → Us (QC & Logistics Hub) → You. There are no markups in between. We implement a two-layer quality inspection: factory-outbound QC + our random outbound spot checks, ensuring product quality. All products come with standard after-sales protection.

Q3: Are your products exactly the same as the ones I see on TikTok?

Yes. We specialize in tracking and selecting viral products from TikTok and work directly with the factories that produce these hits. The core functionality, appearance, and main version will be consistent. There might be extremely minor improvements or variations due to different production batches, which we will transparently note in the product description.

🛒 Ordering & Payment

Q4: What is the purchasing process?

It's very simple: 1) Browse our site and select products; 2) Add to cart and check out; 3) Fill in your address and choose shipping; 4) Pay securely via Credit/Debit Card or PayPal; 5) Wait for direct delivery from the factory to your door.

Q5: Is payment secure?

Absolutely. We use world-class payment gateways (like Stripe, PayPal) to process all transactions. Your full payment information is never stored on our servers, and all data is transmitted via SSL encryption.

Q6: What is the "Pre-collected Duty" (e.g., IOSS) I see at checkout?

For parcels shipped to regions like the EU, we may pre-collect Import VAT as required by regulation. This helps your package clear customs quickly, avoiding delays and extra handling fees. This is only a collection and payment on your behalf, not our revenue.

📦 Shipping & Delivery

Q7: How long does shipping take? How can I track my package?

  • Processing Time: 1-3 business days after payment for the factory to complete QC and packing.

  • Shipping Time: Typically 7-20 business days, depending on the destination. You can track in real-time via the tracking link in your email or in 【My Account】.

Q8: How much is shipping? Do you offer free shipping?

Shipping is automatically calculated based on product weight, dimensions, and destination. We frequently run free shipping promotions—check our homepage or subscribe to our emails. Orders to some regions automatically qualify for free shipping over a certain amount.

Q9: Will I have to pay import duties?

This depends on your country's customs policies. For regions where duties are not pre-collected (like via IOSS), import taxes, duties, or VAT may be levied when the goods arrive, and these are the recipient's responsibility. We advise checking your local regulations before purchasing.

🔄 Returns & Refunds

Q10: What is your return policy?

  • Return Window: 7 days from the delivery date.

  • Basic Conditions: Item is unused, undamaged, with all accessories and packaging.

  • Shipping Responsibility: Quality issue/Wrong item – we cover all shipping costs. Change of mind – the customer covers return shipping.
    Please see our full Worry-Free Return Policy for details.

Q11: How long does a refund take?

After our warehouse receives and inspects the return, the refund will be issued to your original payment method within 1-3 business days. Please allow an additional 2-5 business days for your bank to process it.

Q12: What items cannot be returned?

For health and safety reasons, personal care items (e.g., cosmetics, pierced earrings), customized goods, and digital products are considered "Final Sale" and cannot be returned unless defective. Such items are clearly marked “Final Sale.”

🛡️ After-Sales & Guarantee

Q13: What if I receive a damaged or incorrect item?

Please take photos or video as evidence immediately (within 48 hours) and contact us via website chat. If it is confirmed to be our or the carrier's fault, we will cover the shipping for a free reshipment or a full refund.

Q14: Do you have a buyer guarantee?

Yes. Our TikTok Buyer Guarantee covers four key areas: Price, Quality, Shipping, and After-Sales. For example, if your package is lost in transit, we will take responsibility to trace it and reship or refund.

Q15: How do I contact customer service?

  • Live Chat: The chat widget at the bottom right of the site (fastest).

  • Email: elma@24hvipservice.com (response within 24 hours).

  • Help Center: Check our FAQ and article library first—your answer might already be there.

If your question still isn't answered, please don't hesitate to contact our friendly customer service team!

Happy shopping and enjoy the ultimate value of buying direct from the factory!