Customer Service Policy

How to Reach Us

The primary way to contact us is through our contact page. This is the fastest and most reliable method. Messages submitted through the contact page are directed to our customer service team and are typically reviewed within one business day. During periods of unusually high volume, it may take slightly longer, but we work to respond to every message as quickly as possible.

We do not currently offer phone support. This is a deliberate choice. Phone support requires staffing during specific hours, which limits our ability to serve customers across different time zones. It also creates a record-keeping challenge, as verbal conversations are harder to reference when resolving complex issues. Written communication through the contact page allows us to maintain a clear record of every interaction and ensures that nothing is lost in translation.

We do not use automated chatbots for customer service. When you submit a message through the contact page, a real person reads it and responds. The response may be brief, but it will be relevant to your specific situation.

Response Times

Our target response time for all inquiries is one business day. This means that if you submit a message on a weekday, you can generally expect a response within twenty-four hours. Messages submitted on weekends or holidays may receive a response on the next business day.

For urgent issues—such as a package that has been marked delivered but is missing, or a product that arrived damaged—we prioritize those messages and aim to respond more quickly. Please indicate in your message if the issue is time-sensitive.

We do not guarantee a specific response time for every inquiry. Some issues require investigation, coordination with carriers, or consultation with other team members. In those cases, we will send an acknowledgment of your message and an estimate of when you can expect a substantive response.

What We Can Help With

We can help with order status inquiries, including tracking information and estimated delivery dates. We can assist with returns and refunds, including providing return instructions and processing refunds after items are received. We can address issues with damaged or defective products, including arranging replacements or refunds. We can answer questions about product features, materials, and care instructions. We can help with address changes if your order has not yet shipped. We can provide information about our policies and procedures.

If you are unsure whether your question falls within our scope, reach out anyway. If we cannot help, we will tell you so and, where possible, point you in the right direction.

What We Cannot Do

We cannot guarantee delivery by a specific date unless we have explicitly stated so in writing. We cannot control carrier delays, customs processing, or weather events that affect shipping times. We cannot change the shipping address on an order that has already been dispatched, though we can sometimes request a redirect from the carrier, which may or may not be successful. We cannot process refunds for items that have not been returned, unless the item is defective and we have determined that return shipping is impractical. We cannot provide legal, medical, or professional advice.

Tone and Approach

We aim to communicate clearly, respectfully, and without unnecessary jargon. We do not use canned responses that ignore the specifics of your message. If you take the time to describe your issue, we will take the time to address it directly.

We do not engage in argumentative or defensive communication. If we made a mistake, we will acknowledge it and work to fix it. If we did not make a mistake, we will explain the situation calmly and provide whatever evidence or context is available. We ask that you extend the same courtesy. Aggressive or abusive messages may be closed without response, though this is rare. The vast majority of our customer interactions are pleasant and productive, and we intend to keep it that way.

Escalation

If you are not satisfied with the response you receive, you may request that your issue be reviewed by a supervisor. Include your original message and the response you received, along with a brief explanation of why you believe the issue was not resolved satisfactorily. We will review the matter and provide a final response.

We do not have a formal appeals process beyond this. Our goal is to resolve issues fairly and promptly, not to create layers of bureaucracy. If we have made an error, we will correct it. If we have not, we will explain why and stand by our decision.

Feedback

We welcome feedback about our products and our service. If a product did not meet your expectations, we want to know. If a policy feels unclear or unfair, we want to know. Feedback submitted through the contact page is read by the people who make decisions about our operations. We cannot promise to implement every suggestion, but we can promise to consider it seriously.

Privacy

Customer service communications are treated as confidential. We do not share the content of your messages or your personal information with third parties except as necessary to resolve your issue—for example, sharing your address with a carrier to investigate a lost package. For more information about how we handle information, please see our privacy policy.

Changes to This Policy

We may update this customer service policy from time to time. The version posted on this page is the current version. If we make material changes, we will post a notice on our website.

A Final Note

We are a small team. We do not have a massive support department or a sophisticated ticketing system. What we have is a genuine commitment to treating customers the way we would want to be treated. If something goes wrong, we will do our best to make it right. If you have a question, we will do our best to answer it. That is the whole of our customer service philosophy.