Customer Service Policy

Overview

This Customer Service Policy sets out the service standards available to all visitors and purchasers on our website. Our customer service team strives to provide thoughtful and timely support, and resolve inquiries respectfully and efficiently. All transactions on the site are processed in USD. If you need to reach our support team, please navigate to the Contact Us page to submit your message.

Order Related Support

Our team can assist you with a wide range of order questions, including order confirmation, order status, shipping updates, delivery related concerns, and minor order adjustments before your package is dispatched. Once your order is submitted, we begin processing promptly. Orders will be shipped within 1 to 3 days. After shipment, the estimated delivery window is 6 to 12 days. We cover all customs and tariff costs for your shipment. There will be no additional charges for you to pay upon receipt of your package.

Product Consultation

If you have questions about product materials, sizing guidance, product features, care instructions or suitability for outdoor activities, our customer service team is ready to provide clear information. We aim to help you select items that match your needs before you complete your purchase. We cannot give personalized medical advice related to skin conditions.

Return and Refund Support

We maintain a 60-day return policy for eligible items. If you wish to initiate a return, you may submit your request via the Contact Us page. Once we receive and inspect your returned goods, your refund will be processed within 5 to 10 days. Our support team will guide you through each step of the return process, including return requirements and shipping instructions for returned items.

Communication Guidelines

We aim to respond to all customer messages as quickly as possible. Please provide your order number and relevant details when contacting us to speed up the investigation and resolution of your request. All communications should remain polite and respectful. We reserve the right to discontinue service for users who send abusive, harassing or offensive messages to our support team.

Limitations of Service

Our customer service team can assist with order, shipping, return and general product questions. We are unable to alter delivery timelines, guarantee delivery dates, or override restrictions stated within our other website policies. We do not take responsibility for delays caused by external carrier circumstances, unforeseen transit disruptions or incorrect shipping addresses provided by customers. It is your responsibility to ensure your shipping address is accurate at checkout.

Policy Updates

We may revise this Customer Service Policy from time to time. Any updates will be posted on this page. Continued use of our website after changes are published means you accept the revised policy.

If you have any questions regarding this policy, please reach out through our Contact Us page.