Customer Service Policy

We are committed to providing exceptional, reliable, and efficient customer service to ensure your shopping experience is smooth, satisfactory, and stress-free. This policy outlines our service standards, support channels, and how we address your needs—from pre-purchase inquiries to post-delivery assistance.

1. Service Mission

Our core goal is to listen to your concerns, resolve issues promptly, and exceed your expectations. We value every customer and strive to treat you with respect, transparency, and professionalism in every interaction.

2. Support Channels & Availability

You can reach our customer service team through the following channels (we respond to all inquiries during our business hours):
  • Email Support: Send your questions, feedback, or requests to our dedicated support email. We aim to reply within 24 business hours.
  • Online Contact Form: Submit a message via the contact form on our website, and we will follow up within 24 business hours.
  • FAQs Section: For quick answers to common questions (e.g., shipping, returns, product details), visit our FAQs page for instant guidance.
Note: Business hours exclude weekends and major public holidays. Responses may be slightly delayed during peak seasons (e.g., holidays, sales events), but we will prioritize your inquiry.

3. Scope of Support

Our customer service team is here to assist with the following:
  • Pre-purchase inquiries (product specifications, sizing, functionality, warranty details).
  • Order status updates (processing, shipping, tracking information).
  • Shipping-related questions (delivery timelines, missing packages, address modifications—please note address changes are only possible within 12 hours of order placement).
  • Return and refund assistance (initiating returns, tracking refund progress, eligibility checks for our 60-day return policy).
  • Warranty claims (support for lifetime product warranty, defective or damaged items).
  • Payment issues (failed transactions, billing discrepancies—refunds are issued in USD within 5-10 business days of approval).
  • Account management (password resets, profile updates, order history requests).

4. Service Standards & Response Times

  • Inquiry Response: We acknowledge all valid inquiries within 24 business hours and provide a complete resolution or update as soon as possible.
  • Order Processing Support: For questions about order processing (1-3 business days), we will confirm your order status and resolve delays within 1 business day of being notified.
  • Shipping Assistance: If your package does not arrive within the estimated 6-12 business days, we will initiate an investigation with the shipping carrier within 24 hours of your report.
  • Return & Refund Support: We guide you through the return process step-by-step, issue return authorization (RA) numbers promptly, and process refunds in USD within 5-10 business days after inspecting returned items.
  • Defective/Damaged Items: For items received defective or damaged, we will arrange for a full refund or replacement (if available) at no cost to you, with a resolution within 3 business days of verifying the issue.

5. Key Policy Reminders (Aligned with Our Terms)

  • Free Shipping: All orders qualify for free standard shipping—no minimum purchase required. Our team can confirm shipping details or assist with tracking at any time.
  • 60-Day Return Policy: We support hassle-free returns within 60 days of delivery. Our team will help you confirm eligibility, obtain an RA number, and navigate the return process.
  • Lifetime Warranty: We stand behind our products with a lifetime warranty. Contact us to file a warranty claim, and we will guide you through inspection and resolution.
  • USD Refunds: All refunds are issued in United States Dollars (USD), matching your original payment currency, with processing times of 5-10 business days.

6. Handling Complaints & Escalations

If you are unsatisfied with the resolution provided, you may request to escalate your issue to a senior customer service representative. We will:
  • Review your case thoroughly within 1 business day of escalation.
  • Provide a detailed explanation of the next steps and a clear timeline for resolution.
  • Follow up with you until the issue is fully resolved to your satisfaction.

7. Feedback & Continuous Improvement

We welcome your feedback—positive or constructive. Your input helps us improve our products, services, and policies. You may share feedback via email, contact form, or post-purchase surveys. We review all feedback regularly and implement changes to enhance your experience.

8. Limitations

  • We cannot guarantee resolution for issues caused by third parties (e.g., shipping carrier delays, payment processor errors), but we will advocate on your behalf and provide support to resolve the matter.
  • We are not responsible for issues arising from misuse, improper care, or unauthorized modifications of our products.
If you have any questions about this Customer Service Policy or need assistance, please do not hesitate to contact our team. We are here to help and ensure you have a positive experience with us.