Customer Service Policy for TommyDClothing

At TommyDClothing, we believe that exceptional customer service is just as important as the quality of our small decorations. Our team is dedicated to ensuring your shopping experience—from browsing our website to post-purchase support—is smooth, helpful, and stress-free. This Customer Service Policy outlines how we assist you, the channels you can use to reach us, and the standards you can expect from our team.

1. Our Customer Service Mission

Our goal is to:

  • Address your questions and concerns promptly and accurately.
  • Resolve issues with fairness and transparency (whether related to orders, shipping, returns, or products).
  • Provide clear, helpful guidance to help you make informed decisions about our decorations.
  • Continuously improve our service based on your feedback.

We treat every customer with respect, and we strive to turn every interaction into a positive experience—no matter how big or small your request.

2. How to Contact Us

We offer a primary, reliable channel for customer service to ensure we can focus on resolving your needs efficiently:

2.1 Email Support (Primary Channel)

This is our preferred method for all inquiries, as it allows us to track your request, share details (like order confirmations or shipping updates), and ensure no information is lost.

  • What to Include in Your Email: To help us assist you quickly, please provide:
  • Your full name (as it appears on your order or account).
  • Your order number (if related to a purchase—found in your order confirmation email or account history).
  • A clear description of your inquiry (e.g., “Order #1234 hasn’t shipped yet,” “Item arrived damaged,” “Question about a product’s material”).
  • Any relevant attachments (e.g., photos of damaged items, screenshots of order issues) if applicable.

2.2 Response Time

  • We aim to respond to all email inquiries within 2 business days (Monday to Friday, excluding weekends and major holidays like Christmas, New Year’s Day, and Thanksgiving).
  • For urgent matters (e.g., a missing package marked as “delivered,” a last-minute address change), we prioritize responses to ensure we resolve time-sensitive issues as quickly as possible—often within 1 business day.

3. What We Can Help You With

Our customer service team is trained to assist with a wide range of needs, including:

3.1 Pre-Purchase Inquiries

  • Product details: Material, size, color options, care instructions, or design details for any of our decorations.
  • Website navigation: Help with finding specific items, using search filters, or understanding how to create an account.
  • Order-related questions: How to apply discounts (if available), payment method options (all transactions in USD), or how to check if an item is in stock.

3.2 Order & Shipping Support

  • Tracking your order: Helping you locate your tracking number, interpret tracking updates, or investigate delays (e.g., if your package is stuck in transit).
  • Address changes: Assisting with updating your shipping address (within 24 hours of order placement, as outlined in our Shipping Policy).
  • Order cancellations: Guiding you through the cancellation process (within 24 hours of purchase, per our Shipping Policy) and confirming refund status.
  • Customs & duties: Providing general information about potential customs fees for international orders (we recommend checking with your local customs office for specific costs, as noted in our Shipping Policy).

3.3 Post-Purchase & Returns/Refunds Support

  • Damaged/defective items: Helping you initiate a replacement or refund for items that arrive broken or faulty (per our Refund Policy).
  • Return requests: Guiding you through the 60-day return process, including sending pre-paid return labels (for eligible items) and confirming when we’ve received your returned package.
  • Refund status: Updating you on the progress of your refund.
  • Missing items: Investigating and resolving cases where items are missing from your order (per our Shipping Policy).

3.4 Account Assistance

  • Account access: Helping you reset your password, recover a lost username, or update your account information (e.g., email address, saved shipping addresses).
  • Order history: Providing access to past orders or receipts if you need them for records.

4. Service Standards & Issue Resolution

We follow these guidelines to ensure fair and consistent support:

4.1 Transparency

  • We will always be honest about what we can and cannot do. For example, if an item is out of stock and won’t be restocked, we’ll tell you upfront (instead of delaying the news) and offer alternatives (refund, replacement with a similar item).
  • We will explain the steps we’re taking to resolve your issue (e.g., “We’ve contacted our shipping carrier to investigate your missing package and will update you by Friday”).

4.2 Fairness

  • For issues caused by our error (e.g., shipping the wrong item, damaged product), we will cover all associated costs (e.g., return shipping, replacement shipping) and resolve the issue at no extra charge to you.
  • For issues outside our control (e.g., customs delays, carrier errors), we will still advocate for you—we’ll contact the carrier on your behalf and provide updates until the issue is resolved.

4.3 Follow-Up

  • If your issue requires multiple steps (e.g., waiting for a carrier to locate a lost package), we will follow up with you regularly (every 3–5 business days) to share progress—you won’t have to chase us for updates.
  • After resolving your issue, we may send a short follow-up email to ensure you’re satisfied with the outcome. Your feedback helps us improve our service for future customers.

5. Feedback & How We Use It

We value your opinion—your feedback helps us make TommyDClothing better. You can share feedback in two ways:

  • Included in Your Service Interaction: After resolving your issue, feel free to share what we did well or what we could improve on in your email response.
  • Post-Purchase Surveys: Occasionally, we may send a short survey (via email) after you receive your order or resolve a service request. This survey asks about your overall experience, and we use the results to train our team and adjust our processes.

All feedback is reviewed by our customer service manager, and we take action on common themes (e.g., if multiple customers mention confusion about our return process, we’ll update our Refund Policy to be clearer).

6. Exceptions & Limitations

While we strive to help with every request, there are a few limitations to our service:

  • We cannot guarantee resolution of issues caused by factors outside our control (e.g., extreme weather delaying shipping, customs holding a package for extended periods)—but we will always provide guidance and support to help you navigate these situations.
  • We cannot process returns or refunds for items outside the 60-day window (per our Refund Policy) or for non-eligible items (e.g., custom decorations that are not damaged/defective).
  • We cannot modify orders that have already been shipped (e.g., change the item, cancel the order) — this is to prevent delivery errors, as outlined in our Shipping Policy.

7. Updates to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our service (e.g., adding new contact channels, adjusting response times) or customer needs. Any updates will be posted on this page with a revised “Last Revised” date. Your continued use of our website and services after changes are made constitutes acceptance of the updated policy.

Last Revised: 2025.09.18