Customer Service Policy – Spraiground

At Spraiground, we are committed to providing exceptional customer service to ensure your shopping experience is smooth, enjoyable, and satisfying. This Customer Service Policy outlines our approach to assisting you with any inquiries, concerns, or issues you may have.

1. Service

Our primary goal is to address your needs promptly and effectively, fostering trust and loyalty by delivering personalized, reliable support. We value your feedback and strive to continuously improve our services based on your input.

2. Contact Channels

You can reach our customer service team through the following channel:

  • Email: [email protected]. This is our primary contact method, allowing us to provide detailed and documented responses.

3. Response Time

  • We aim to acknowledge your inquiry within 24-48 business hours (excluding weekends and major holidays).
  • For urgent matters, such as issues with order processing or delivery delays, we will prioritize your request and respond as quickly as possible, typically within 24 hours.
  • During peak periods (e.g., sales events, holidays), response times may be slightly extended, but we will make every effort to keep you informed of any delays.

4. Service Scope

Our customer service team is here to assist you with:

  • Order-related questions, including status updates, tracking information, and modifications (if possible before shipment).
  • Product inquiries, such as details about materials, sizing, care instructions, and availability.
  • Assistance with returns, refunds, and exchanges in accordance with our Return Policy and Refund Policy.
  • Technical issues with our website, such as difficulties in navigating, placing orders, or accessing your account.
  • Feedback and suggestions regarding our products, services, or website.
  • Resolving any other concerns or complaints you may have.

5. Escalation Process

If you are not satisfied with the initial response to your inquiry, you can request to have your issue escalated to a senior customer service representative or a supervisor. We will ensure that escalated matters are reviewed promptly, and you will receive a follow-up response within 3 business days of the escalation request.

6. Language Support

Our customer service is provided in English to ensure clear and effective communication with our global customers.

7. Feedback and Improvements

We welcome your feedback on our customer service. If you have suggestions for how we can improve, please share them via email at [email protected]. Your input helps us enhance our support processes and better meet your needs.

8. Confidentiality

Any personal information you share with our customer service team will be treated in accordance with our Privacy Policy. We will not disclose your information to third parties without your consent, except as required by law.

Thank you for choosing Spraiground. We are dedicated to making your experience with us a positive one, and our customer service team is ready to assist you every step of the way.