Customer Service Policy

Customer Service Policy This Customer Service Policy establishes the standards, available support channels, scope of assistance, response expectations, conduct guidelines, and limitations for customer support interactions between our support team and all users and customers of our website. This policy complements our other site policies including the Shipping Policy, Refund Policy, Privacy Policy, Terms of Purchase, and Terms of Use. When you contact our customer support team, you agree to abide by the rules and expectations defined within this Customer Service Policy. Our primary customer support channel is the Contact page hosted on our website. All support inquiries, including shipping questions, return requests, product questions, refund follow-ups, website technical issues, and privacy related requests, should be submitted through the Contact page. There are no separate direct phone support channels, and all formal requests must be logged via the Contact page to ensure proper tracking and record keeping of your case.

Our customer service team is trained to assist with a wide range of topics related to our website, product catalog, order experience, shipping, returns, refunds, and general product functionality. Support team members can help you check the status of your order, locate tracking information, explain shipping timelines, clarify customs and duty coverage details, walk you through the return authorization process, update information on pending orders before shipment, answer questions about product features, specifications, operation instructions, care and maintenance for our wellness recovery devices, clarify details of our site policies, assist with website checkout errors, and escalate more complex issues for further review. Our team will provide information based on our published policies, and all support decisions must align with the rules written within our official website policies. Support representatives do not have authority to make verbal exceptions, waive policy requirements, or promise special discounts, refunds, or compensation outside of the terms written in our official public policies. Any special arrangement must be confirmed in writing through our Contact page messaging system to be valid.

Response time expectations are designed to balance thorough case review with reasonable waiting periods for our customers. Our team works to acknowledge all incoming support messages submitted via the Contact page within a reasonable timeframe. Complex inquiries, such as damaged product claims, return eligibility reviews, detailed policy interpretation questions, or technical product troubleshooting, may require additional research, and these complicated requests will take longer to fully resolve than simple questions like order status checks. While we aim to respond to every customer respectfully and promptly, response windows are not guaranteed hard deadlines. High volume periods, holiday seasons, or periods with elevated support ticket inflow may create temporary delays in reply times. We ask customers to submit only one support ticket per individual issue, because submitting multiple duplicate messages about the same problem will not speed up resolution and can slow down our ability to process your case efficiently.

We maintain standards of respectful communication for all customer service interactions. Both our support team and our customers are expected to communicate in a polite, constructive, and respectful manner. Our support staff will treat every customer with courtesy and patience, and we expect customers to extend the same respect to our team members. Threatening language, harassment, hate speech, abusive messages, offensive content, repeated excessive messages, or attempts to intimidate support representatives will not be tolerated. If communications become abusive, hostile, or threatening, our team reserves the right to pause the conversation, close the support ticket, and restrict future support access or order privileges for that user. We believe that productive problem solving happens best when both sides communicate calmly and focus on facts related to the customer’s issue.

When you submit a support request through the Contact page, please provide complete and accurate information to help our team assist you quickly. For order-related questions, include your order number, full name used on the order, and the email address associated with your purchase. For damaged product claims, attach clear photographs of packaging and damaged items. For product function questions, describe the issue in detail, including what you were attempting to do and what behavior the device exhibited. Providing complete details reduces back-and-forth messages and speeds up resolution of your inquiry. Incomplete messages that lack necessary information will require our team to ask follow-up questions, which extends the total time needed to resolve your case.

Our customer support team can provide factual information about our wellness products, but our team members are not licensed medical professionals, physical therapists, or healthcare providers. Support representatives cannot give medical advice, diagnose injuries, prescribe treatment, or make recommendations about whether a product is safe for your unique medical condition. All guidance we provide about product use is limited to the manufacturer’s general operation instructions. If you have medical concerns, injuries, chronic pain conditions, or health questions, you must consult a qualified healthcare professional before using our recovery devices. Our support team will not replace professional medical evaluation, and any wellness guidance shared by our team is not medical treatment advice.

We keep records of customer support communications for operational purposes. Support ticket messages, photos, order data, and customer correspondence are stored in our secure support system for the period necessary to resolve your issue and maintain business records, in accordance with our Privacy Policy. Support records help our team reference past conversations if you follow up on the same case, assist with quality review of our support services, and investigate disputes or policy claims. We protect the confidentiality of your support data according to our privacy commitments, and support records will not be shared with unrelated third parties except as required by law or by our contracted service providers that run our support platform.

There are limits to what our customer service team can do. Our team cannot control carrier transit speeds, customs inspection delays, local postal service operations, weather disruptions, or international border processes, all of which are outside our business operations. We cannot force a shipping carrier to expedite delivery or override local customs rules. Our team cannot issue refunds outside of the rules defined in our Refund Policy, cannot override payment processor restrictions, and cannot reverse bank processing timelines for refund deposits. We cannot provide legal advice, tax guidance, or medical advice. We will always clearly communicate when a request falls outside the scope of what our support team is able to accomplish.

We collect customer feedback to continuously improve our customer service experience. After your support case is closed, you may receive an optional feedback request asking about your experience working with our team. Feedback is completely voluntary. We read customer feedback carefully to identify opportunities to refine our support workflows, improve our product descriptions, update our policy explanations, and train our support team. Positive and constructive negative feedback both help us grow and deliver better service to our community of customers.

We reserve the right to revise this Customer Service Policy at any time. Changes will take effect once the updated document is published on our website. Customers who submit support inquiries after the policy update will be subject to the revised terms. If any provision of this Customer Service Policy is found unenforceable, all remaining sections will remain fully valid. If you have questions about this policy, submit your inquiry through our Contact page.