KISSENAA™ is owned and operated by Shenzhen Mansheng Network Technology Co., Ltd. | Legal Representative: Yang Chao | Customer Support Email: service@kissenaa.com
Business Address: Unit 21B, Haoxuan Pavilion, Shengang Haoyuan, No. 2078 Bao'an South Road, Guimuyuan Community, Guiyuan Subdistrict, Luohu District, Shenzhen
Frequently Asked Questions
Who operates KISSENAA™?
KISSENAA™ is operated by Shenzhen Mansheng Network Technology Co., Ltd.
The company's legal representative is Yang Chao.
The legal business address is:
Unit 21B, Haoxuan Pavilion, Shengang Haoyuan, No. 2078 Bao'an South Road, Guimuyuan Community, Guiyuan Subdistrict, Luohu District, Shenzhen.
How can I contact customer support?
You can email:
For an existing order, please include your order number.
How long does preparation take before dispatch?
Standard orders are generally prepared within 1–3 business days.
This period allows for inventory allocation, product preparation, packaging, and dispatch coordination.
Public holidays, unusual order volumes, address clarification, or operational disruptions may occasionally affect preparation.
How long does transportation take?
Once dispatched, estimated transportation normally takes 3–7 business days.
Transportation time begins after dispatch and does not include the standard 1–3 business day order preparation period.
Is the delivery date guaranteed?
No delivery estimate should be interpreted as an absolute guarantee.
Carriers may occasionally experience delays because of weather, regional conditions, holidays, network congestion, customs procedures where applicable, or other external circumstances.
Where are orders shipped from?
Orders may be fulfilled from our own or partner facilities based on inventory availability, destination, product category, and logistics requirements.
The legal company address displayed on the website is the business address of the website operator.
It does not necessarily represent the dispatch location of every parcel.
Will I receive tracking information?
Where tracked delivery is available, tracking information will be provided after dispatch.
Tracking systems may require some time before the first carrier scan becomes visible.
What should I do if tracking stops updating?
If tracking remains unchanged for an unusual period, contact:
Provide your order number and tracking number where available.
We will review the available information and investigate where appropriate.
What happens if my parcel appears lost?
Contact customer support.
Depending on the investigation and available delivery records, an appropriate solution may include additional tracking investigation, replacement, refund, or another suitable resolution.
Can I change my address after ordering?
Contact us as soon as possible.
We will make reasonable efforts to update delivery information before dispatch.
Once the parcel has entered carrier handling, an address change may no longer be technically possible.
Can I cancel an order?
Cancellation requests should be submitted as soon as possible and before dispatch.
If warehouse processing has progressed too far for cancellation, we may no longer be able to stop the parcel.
An eligible product may still be returned after delivery according to the 30-day return policy.
Is there a cancellation fee?
KISSENAA™ does not impose an arbitrary cancellation penalty solely for requesting cancellation.
Any cancellation is subject to whether the order can still be stopped before dispatch.
How long is the return period?
Eligible products may be returned within 30 calendar days after delivery.
Do I have to contact KISSENAA™ before returning something?
Yes.
Please request return instructions before sending merchandise.
This helps ensure that the item is directed to the correct return facility.
Is the company address the return warehouse?
Not necessarily.
The legal company address is provided for business transparency.
Returns should only be sent to the destination supplied by customer support after approval.
What condition should a return be in?
For a preference-based return, products should generally be:
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unused;
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clean;
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materially unaltered;
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complete;
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and accompanied by original packaging where reasonably possible.
Reasonable inspection of a product does not automatically make it ineligible.
Who covers return transportation?
For a preference-based return, such as changing your mind about a correctly supplied item, the customer is generally responsible for return transportation.
When a confirmed product issue resulted from an incorrect, damaged, defective, or materially misdescribed item supplied through our fulfillment process, we will provide an appropriate solution without shifting the additional return cost caused by that error to the customer.
How long does a refund take?
Once approved, refund completion normally takes 7–10 business days.
What should I do if my product arrives damaged?
Contact service@kissenaa.com and include:
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the order number;
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a description of the problem;
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photographs of the item;
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and photographs of the packaging where relevant.
Video may be requested where it reasonably helps establish the problem.
How quickly are after-sales enquiries reviewed?
They are normally reviewed within 3 business days after sufficient information has been received.
Can a product look slightly different from the website photograph?
Minor differences can occur because of lighting, display settings, material texture, normal production tolerance, or routine manufacturing variations.
A material difference from the description should be reported to customer service.
Are several products in one order always delivered together?
Not necessarily.
Where products are allocated from different fulfillment facilities, an order may arrive in separate parcels.
What if part of my order is missing?
Check whether multiple tracking numbers were issued.
If all expected parcels have arrived and an item or component remains missing, contact customer support.
Are shipping charges always the same?
Shipping charges, where applicable, are calculated according to available delivery methods, destination, parcel characteristics, and other relevant logistics factors.
Any applicable shipping charge will be shown before the order is finalized.
How can I receive the fastest assistance?
When contacting customer support about an existing order, include your order number and a clear summary of the issue in the first message.