Customer Service Policy

We are dedicated to providing exceptional support and a positive experience for every customer. This Customer Service Policy outlines our commitments, service scope, and how we assist you throughout your shopping journey.

1. Core Commitments

  • Prioritize your satisfaction with responsive, transparent, and helpful support.
  • Treat all customers with respect, empathy, and professionalism, regardless of inquiry type.
  • Resolve issues efficiently while keeping you informed at every step of the process.
  • Continuously improve our service based on customer feedback and needs.

2. Service Scope

Our customer service team is here to assist with the following matters:
  • Order-related questions: Status updates, processing timelines, shipping tracking, and delivery concerns.
  • Product inquiries: Details, usage guidance, ingredients, and compatibility information.
  • Returns and refunds: Eligibility checks, return instructions, and refund status updates.
  • Account support: Profile management, order history access, and preference adjustments.
  • Technical assistance: Website navigation, checkout issues, and form submission problems.
  • Feedback and suggestions: Sharing your experience or recommending improvements.

3. Contact Method

All customer inquiries, requests, or feedback should be submitted through the contact form on our Contact Us page. This centralized channel ensures we efficiently track and respond to your needs without delays.

4. Response Time

  • We aim to acknowledge all contact form submissions within 1-2 business days.
  • For urgent matters (e.g., order delays, defective products), we prioritize resolution and will provide a preliminary response as soon as possible.
  • Complex inquiries that require additional research (e.g., custom returns, technical troubleshooting) may take up to 3-5 business days, but we will keep you updated on progress.

5. Issue Resolution Process

  • Upon receiving your inquiry, we will review the details and gather any necessary information.
  • We will communicate our proposed solution or next steps clearly and promptly.
  • If further action is required (e.g., coordinating with shipping carriers, processing refunds), we will take ownership of the process and follow up until the issue is resolved.
  • After resolution, we may follow up to ensure your satisfaction with the outcome.

6. Additional Notes

  • Provide as much detail as possible in your contact form submission (e.g., order number, product name, specific issue) to help us resolve your inquiry faster.
  • We handle all customer data shared through the contact form in accordance with our Privacy Policy.
  • If you are unsatisfied with the initial resolution, you may request a follow-up review by our senior support team through the same contact channel.
Your trust in our service is important to us. If you have any questions about this Customer Service Policy, please reach out via the Contact Us page.