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We are dedicated to providing you with exceptional customer service and ensuring a smooth, satisfying shopping experience. This Customer Service Policy outlines the support services we offer, how to contact us, and how we address common customer concerns.
1. Our Service Commitment
We strive to deliver timely, helpful, and transparent support for all your shopping-related needs. Whether you have questions about products, orders, shipping, returns, or refunds, our customer service team is here to assist you with professionalism and care.
2. How to Contact Us
The primary way to reach our customer service team is through the contact form on our Contact Us page. We recommend providing the following information when submitting your inquiry to ensure a quick and accurate response:
We aim to respond to all inquiries within 24 to 48 business hours. During peak shopping periods, response times may be slightly extended, and we appreciate your patience.
3. Order-Related Support
3.1 Order Status Inquiries
You can track your order status using the tracking number provided in your shipping confirmation email. If you have not received the tracking number or need further assistance with your order status, please contact us via the contact form on our Contact Us page.
3.2 Order Modifications or Cancellations
We process orders quickly to ensure timely delivery. If you need to modify or cancel your order, please contact us immediately after placing the order. We cannot guarantee order modifications or cancellations once the order has been processed and dispatched.
3.3 Missing or Delayed Orders
All orders are dispatched within 1 to 3 business days and delivered within 6 to 12 business days. If your order does not arrive within the estimated delivery window, please contact us with your order number. We will investigate the issue with our shipping partners and provide you with an update and appropriate solution, which may include a reshipment or refund.
3.4 Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of receiving the order. We will request photos of the item and packaging (if applicable) to verify the issue. Once confirmed, we will arrange for a free return and provide a full refund or reshipment, covering all return shipping costs.
4. Return and Refund Support
We offer a 60-day return policy for all items. To initiate a return, please contact us via the contact form on our Contact Us page to request a return authorization number and detailed return instructions. Returns without a valid return authorization number will not be processed.
After we receive and inspect the returned items, we will process your refund within 5 to 10 business days. Refunds will be issued to your original payment method. For more details, please refer to our Refund Policy page.
5. Product Information Support
Our customer service team can provide detailed information about our medical grade skincare products, including ingredients, usage instructions, suitable skin types, and product benefits. If you have specific questions about a product, please contact us with the product name, and we will assist you in making an informed purchase decision.
6. Payment and Currency Support
All transactions on our website are processed in United States Dollars. If you encounter issues with payment processing, such as failed payments or unauthorized charges, please contact us immediately. We will work with our third-party payment processors to resolve the issue promptly.
7. Feedback and Complaints
We value your feedback as it helps us improve our products and services. If you have any complaints or suggestions, please submit them via the contact form on our Contact Us page. We will review your feedback thoroughly and take appropriate action to address your concerns.
8. Service Hours
Our customer service team operates during standard business hours, Monday to Friday. Inquiries submitted outside of business hours will be processed on the next business day.
