This Customer Service Policy explains how we handle inquiries, what you can expect from us, and how we work to resolve issues. It applies to all customers and all interactions with our support function. It should be read alongside our Shipping Policy, Refund Policy, Privacy Policy, and Terms of Purchase.
Our customer service exists to resolve problems, answer questions, and provide information. It does not exist to deflect, delay, or discourage. We measure ourselves by how quickly and completely we resolve issues, not by how many inquiries we close.
All customer service inquiries are handled through the contact channel provided on our Contact page. We centralize communication for a reason. When inquiries arrive through multiple scattered channels, they get lost, duplicated, or answered inconsistently. A single contact point allows us to track every request, assign it to the right person, and follow it through to resolution. If you contact us through social media, a marketplace message, or any other channel, we may direct you to the Contact page so that your request can be properly documented.
When you contact us, please include your order number and the email address used at checkout. This allows us to locate your order immediately and reduces back-and-forth. If your inquiry concerns a specific product issue, a brief description helps us route your request correctly. You do not need to write a formal letter. Clear and simple is best.
We aim to respond to all inquiries within one to two business days. During periods of high volume, responses may take slightly longer. If your inquiry requires investigation with a carrier or payment processor, the full resolution may take additional time, and we will keep you informed of progress. We do not leave inquiries open without communication. If we need more time, we will tell you.
Our support team handles a range of matters. These include order status inquiries, shipping and delivery questions, address changes, cancellation requests, return and refund requests, product usage questions, payment issues, and general feedback. If your inquiry falls outside our scope, we will tell you and, where possible, point you in the right direction.
We handle order status inquiries by checking the current state of your order and providing the most accurate information available. If your order has not yet been dispatched, we can often confirm the expected dispatch window. If it has been dispatched, we can provide tracking information and explain what the tracking status means. If tracking has not updated, we will explain why that can happen and what to expect next.
We handle shipping and delivery issues by investigating with the carrier. If a shipment is delayed, we will provide an updated estimate where possible. If a shipment is lost, we will initiate a trace and, where appropriate, arrange a replacement or refund. If a shipment is marked delivered but not received, we will work with you and the carrier to determine what happened. Our starting position is always to help, not to challenge.
We handle return and refund requests by providing clear instructions and processing refunds within the stated timeframe. We do not make customers chase us for updates. Once a return is received, we confirm receipt and initiate the refund. If there is any issue with the return, we explain it clearly and offer a path forward.
We handle product usage questions by providing information about how the product is designed to be used. We do not provide medical advice, diagnose conditions, or recommend treatments. If your question is medical in nature, we will tell you that it falls outside our scope and encourage you to consult a qualified healthcare professional. This boundary exists to protect you, not to avoid helping you.
We handle payment issues by working with our payment processors. If a payment fails, we can explain common reasons and suggest next steps. If a refund is delayed, we can check its status and provide an update. If a charge appears incorrect, we will investigate and correct it where warranted.
We handle complaints seriously. If you are dissatisfied with our product, our service, or our policies, tell us. We will acknowledge your complaint, investigate it, and respond with a resolution or an explanation. If we made a mistake, we will say so and correct it. If we did not, we will explain our position clearly and respectfully. We do not ignore complaints, and we do not retaliate against customers who raise them.
We ask that customers communicate respectfully. Our team is made up of people who are trying to help. Abusive, threatening, or harassing communication may result in the limitation or termination of support. This is not about suppressing criticism. It is about maintaining a working environment in which our team can serve customers effectively.
We document customer interactions for quality, training, and dispute resolution purposes. This documentation is handled in accordance with our Privacy Policy. It helps us identify recurring issues, improve our processes, and ensure consistency across interactions.
We do not offer support through unsolicited outbound calls. If you receive a call claiming to be from us and asking for payment or personal information, treat it as suspicious and contact us through the official contact channel. We do not ask customers for payment outside our website checkout process.
If you are unsure how to proceed with an issue, contact us and ask. It is better to ask first than to guess. We would rather answer a simple question than resolve a complicated problem that could have been avoided.
Our goal is not to be the fastest support team in the industry. It is to be the most reliable. We want customers to know that when they contact us, they will reach a real process, receive a real response, and get a real resolution. That is the standard we hold ourselves to, and it is the standard by which we ask to be judged.