We want every customer to feel taken care of. This Customer Service Policy explains how to reach us, what to expect when you contact us, and how we handle common requests. By shopping with us, you agree to the terms described below. If you have a question that is not covered here, please reach out through the Contact page.
How to Contact Us
The best way to reach us is through the Contact page on our website. Please include your order number, the email address used at checkout, and a clear description of your question or issue. If your inquiry relates to a specific item, include the product name or SKU if available. If your inquiry relates to a shipping issue, include your tracking number. The more detail you provide, the faster we can help.
We do not publish a direct phone number or a direct email address on this page because we want all inquiries to go through the Contact page, where they can be properly logged, tracked, and routed to the right team. This helps us avoid missed messages and ensures your request is handled in an organized way.
Response Times
We aim to respond to all inquiries within a reasonable time, typically within one to two business days. During peak periods, such as major sales events or holiday seasons, response times may be longer. We appreciate your patience and will do our best to resolve your issue as quickly as possible. If your inquiry is urgent, please mark it clearly in your message, and we will prioritize it where we can.
What We Can Help With
We can help with order status, tracking, delivery issues, address corrections, damaged or defective items, missing items, returns, refunds, exchanges, product questions, sizing questions, material questions, fit questions, and general feedback. We can also help with questions about our policies, including shipping, returns, privacy, and terms of purchase. If you are unsure whether we can help with something, ask anyway. If we cannot help directly, we will try to point you in the right direction.
What We Cannot Help With
We cannot provide professional medical, orthopedic, or dermatological advice. We cannot guarantee that a product will be suitable for a specific skin condition, allergy, or medical situation. We cannot modify orders after they have shipped. We cannot override carrier decisions or guarantee delivery times. We cannot provide legal, medical, or financial advice. We cannot resolve issues related to products purchased from third parties that are not affiliated with us.
Order Issues
If you have an issue with an order, contact us as soon as possible. For delivery issues, include your tracking number and the shipping address. For damaged items, include photos of the damage and the packaging. For missing items, confirm the contents of all packages and include photos of the packing slip if available. For wrong items, include a photo of the item you received and a description of what you expected. This information helps us resolve your issue faster.
Returns and Refunds
For returns and refunds, please review our Refund Policy and then contact us through the Contact page to start the process. Do not ship items back before contacting us. We will provide instructions and confirm the return address. Refunds are processed within five to ten business days after the returned item is received and inspected.
Product Questions
If you have questions about a product before buying, contact us through the Contact page. We can help with sizing, materials, care instructions, cushioning levels, fit, and general styling questions. We may not be able to answer every technical question, but we will do our best to provide accurate information or direct you to the manufacturer's documentation where available.
Feedback and Complaints
We welcome feedback, including complaints. If something did not meet your expectations, tell us. We use feedback to improve our products, our website, and our service. If you have a complaint, please include as much detail as possible so we can investigate and respond appropriately. We take complaints seriously and will work to resolve them fairly.
Communication Preferences
We may contact you about your order, your account, or your inquiries. We may also send marketing messages if you have opted in. You can opt out of marketing messages at any time. Transactional messages related to your orders will still be sent as needed.
Language and Accessibility
We conduct customer service in English. We aim to make our website and communications accessible. If you need assistance due to a disability, contact us through the Contact page and we will do our best to accommodate you.
Changes to This Policy
We may update this Customer Service Policy from time to time. The version posted on this page applies to your interactions with us. If you have questions, please contact us through the Contact page.