This Customer Service Policy describes how we handle inquiries, complaints, and requests for assistance. It is intended to set clear expectations about response times, communication channels, and the standards you can expect when you contact us.

Communication Channel

All customer service communication is handled through the Contact page on our website. This is the only official channel for submitting inquiries, requesting returns, reporting issues, and seeking assistance with an order. We do not provide customer service via social media direct messages, third-party messaging applications, or unsolicited phone calls. If you are contacted by someone claiming to represent us through an unofficial channel, please do not share personal or payment information and report the incident through the Contact page.

When you submit an inquiry through the Contact page, you will receive an automated confirmation that your message has been received. This confirmation does not mean your issue has been resolved; it means your message is in the queue.

Response Time Standards

We aim to respond to all inquiries within one to two business days. Business days are Monday through Friday, excluding federal holidays in the United States. Inquiries received on weekends or holidays will begin processing on the next business day.

During periods of unusually high volume — including sales events, promotional periods, and the weeks surrounding major holidays — response times may extend beyond the standard window. We appreciate your patience during these periods and will prioritize time-sensitive issues such as damaged shipments, missing packages, and payment problems.

If you have not received a response within three business days, please check your spam or junk folder before resubmitting your inquiry. If you resubmit, include your original message so we can avoid duplicate work.

Information Required for Assistance

To help us resolve your inquiry efficiently, please include the following information when contacting us: your order number (if the inquiry relates to an order); the email address used for the purchase; the full name on the order; and a clear description of the issue or question. For issues involving a product, photographs or short videos are helpful and may be required for damage or defect claims.

Inquiries submitted without sufficient information may receive a request for clarification, which will extend the total resolution time. Please provide as much detail as possible in your initial message.

Order-Related Inquiries

For questions about order status, tracking, or delivery, please allow the full processing and transit windows described in the Shipping Policy before contacting us. Tracking information is provided in the shipment confirmation email. If tracking has not updated for more than seven business days, contact us and we will initiate a carrier trace.

For requests to change or cancel an order, contact us as soon as possible. Orders cannot be modified or cancelled after processing has begun. If processing has not begun, we will make every effort to accommodate the request, but we cannot guarantee changes.

Returns and Refunds

Return requests are handled according to the Refund Policy. To initiate a return, contact us through the Contact page with your order number and the item or items you wish to return. Do not ship items back before receiving return instructions. Unsolicited returns may be refused or processed with significant delays.

Refund status inquiries should be directed to the Contact page. Please allow the processing time described in the Refund Policy (five to ten business days after approval) before following up on a refund that has not appeared on your statement.

Product Issues

If you receive a product that is damaged, defective, or incorrect, contact us within fourteen days of delivery. Include photographs of the issue and your order number. We will arrange a replacement or refund according to the Refund Policy.

For questions about product care, sizing, or materials, include the product name or order number in your inquiry. We will provide information based on the product specifications available to us.

Complaints and Escalation

We take complaints seriously. If you are dissatisfied with the resolution offered by a customer service representative, you may request that your inquiry be escalated. Escalation requests should be submitted through the Contact page with the subject line “Escalation Request” and a summary of the prior communication. Escalated inquiries are reviewed by a senior team member and may take additional time to resolve.

We ask that all communication remain respectful. We reserve the right to decline service or terminate communication in cases of abusive, threatening, or harassing language.

Language

Customer service is provided in English. Inquiries submitted in other languages may experience longer response times or may be answered with an English-language response. We apologize for any inconvenience this may cause.