Contact Us
We are here to help. Whether you have a question about a product, need an update on your order, or have feedback to share, we read every message and aim to reply within two (2) business days.
CUSTOMER SUPPORT EMAIL
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xu527997930@outlook.com
Please include the following details so we can help you faster:
• Your order number (if applicable)
• A clear description of your question or issue
• Photos or short video clips (for product condition, damage, or wrong-item enquiries)
• The best email address to reach you
SUPPORT HOURS
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Monday to Friday, Malaysia Time (MYT)
Enquiries received on weekends or public holidays will be addressed on the next business day. During major Malaysian public holidays (Hari Raya, Chinese New Year, Deepavali, Christmas) and Chinese national holidays, responses may take 1 to 2 additional business days.
WHAT WE CAN HELP WITH
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• Order status and tracking — Where is my parcel? Has it shipped?
• Product questions — Sizing, materials, compatibility, use cases.
• Returns and refunds — Following the procedures in our Refund Policy.
• Address changes — Possible before dispatch only; please contact us as soon as possible.
• Damaged or incorrect items — Photos help us resolve this fastest.
• Payment issues — If a payment fails or you are charged twice.
• Wholesale and bulk enquiries — Please mention the products and quantities you are interested in.
• Feedback and suggestions — We genuinely want to hear what we could be doing better.
RESPONSE EXPECTATIONS
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We do our best to give every enquiry a clear, useful answer — not a template. Some issues (carrier investigations, supplier checks) take longer to resolve than to acknowledge. In those cases, we will reply first to confirm the issue is being worked on, and follow up with the outcome as soon as we have it.
FREQUENTLY ASKED QUESTIONS
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Q. I sent an email but haven't heard back. What should I do?
A. Please first check your spam or promotions folder, as our replies sometimes land there. If after two business days you still see nothing, please resend your enquiry — emails occasionally fail to deliver and we want to make sure your message reached us.
Q. Can I cancel or change my order after placing it?
A. Cancellations are accepted within 24 hours of payment, provided the order has not yet been packed or dispatched. Please see our Refund Policy for the full procedure.
Q. My tracking hasn't updated for several days. Is my order lost?
A. Tracking can pause during transit between carriers, especially for cross-border parcels. If there is no movement for 10 consecutive business days, please email us and we will open a carrier investigation.
Q. Do you offer phone support?
A. For now, we focus on email support so we can give every enquiry careful attention — including time to verify order details, coordinate with carriers, and document the resolution. Email keeps a clear written record for both you and us, which we have found leads to faster, more accurate outcomes than phone calls.
BUSINESS INFORMATION
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Legal Entity: Haikou Qiongshan District Yonghe Yi General Merchandise Shop
Brand: Dearny8188
Email: xuhaimac0643@gmail.com
Website: www.dearny8188.com
Registered Location: Haikou, Hainan Province, China
Primary Service Market: Malaysia