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1. Account Related Questions
Q: How old do I need to be to create an account?
A: You must be at least 13 years old to create an account on our platform, in line with our Terms of Service.
Q: What should I do if I forget my account password?
A: You can click the “Forgot Password” link on the login page, enter your registered email address, and we will send you a password reset link. If you do not receive the link, please contact us at support@mxcheer.com.
Q: Can I change my username or registered email address?
A: You can modify your username in your account settings. For changing your registered email address, please contact our customer support at support@mxcheer.com with your account information for verification.
2. Virtual Gift Related Questions
Q: Can I get a refund for virtual gifts I purchased?
A: All virtual gift purchases are final and non-refundable, except in cases of proven fraud, technical error, or if the content creator’s account is permanently banned before receiving the gift.
Q: Will the content creator see my personal information when I send a virtual gift?
A: No. The content creator will only see your username to acknowledge your support. Your personal contact information (such as email address) will not be shared with them.
Q: Can I cancel a virtual gift order after submission?
A: No. Virtual gift orders are processed instantly once submitted and cannot be canceled.
3. Physical Merchandise Related Questions
Q: How long does it take to deliver physical merchandise?
A: Delivery time varies by region. We will process your order within 1-3 business days after purchase, and you will receive a shipping notification with tracking information once the order is shipped.
Q: Can I return or exchange physical merchandise?
A: You may request a refund or exchange for physical products within 14 days of delivery, provided the item is unused, in its original packaging, and in the same condition as received. Please contact us at support@mxcheer.com before returning the item.
Q: Who is responsible for the cost of return shipping for physical merchandise?
A: The customer is responsible for the cost of return shipping. Only when the return is due to a damaged, defective, or incorrect item, we will cover the return shipping cost.
4. Payment & Refund Related Questions
Q: What payment methods do you accept?
A: We accept major credit cards, PayPal, and other third-party payment methods supported by our payment processors. We do not store full payment card details on our servers.
Q: How long does it take to process a refund?
A: Once we receive and inspect the returned physical item, we will process your refund within 3–5 business days to your original payment method.
Q: What should I do if I encounter a payment failure?
A: Please check if your payment information is accurate (such as card expiration date, CVV code) or if your payment method has sufficient funds. If the problem persists, contact us at support@mxcheer.com.
5. Privacy & Security Related Questions
Q: How do you protect my personal information?
A: We implement industry-standard security measures to protect your personal information from unauthorized access, use, or disclosure. For more details, please refer to our Privacy Policy.
Q: Can I request to delete my personal information?
A: Yes. You have the right to request the deletion of your personal information in accordance with relevant laws (such as GDPR and CCPA). Please contact us at support@mxcheer.com to exercise this right.
6. Other Questions
Q: How can I contact customer support?
A: You can contact us via email at support@mxcheer.com for any questions or concerns. We will respond to your inquiry within 1–2 business days.
Q: Will you notify me if there are changes to your policies (Privacy Policy, Refund Policy, etc.)?
A: Yes. We will post significant changes to our policies on our website and update the “Last Updated” date. Your continued use of our services after the effective date constitutes acceptance of the revised policies.