Customer Care
A support entry point for product questions, policy help, material guidance, sizing review, orders, returns, and privacy requests.
Customer care helps with product information, order questions, shipping, returns, privacy requests, accessibility feedback, and policy clarification.
Contact Customer Care with the page name, product name, order number, or checkout context that raised the question. Do not include card numbers or passwords in support messages.
Contact
Customer care can be reached through the support email or contact entry point published on the storefront. Customers should include enough information for the team to understand the request while avoiding unnecessary sensitive details.
- Use the support channel shown on the live storefront.
- Do not send card numbers or passwords.
- Include the product or policy page that raised the question.
What To Include
A clear request helps support respond with relevant information. Include the product name, page URL, email used at checkout when available, destination ZIP code for shipping questions, and a concise description of the issue.
- Product name or page URL.
- Selected size, length, or material if relevant.
- Photos when they help explain damage, defects, fit, or material questions.
Product Questions
Customer care can help explain material descriptions, size notes, product images, care guidance, and policy help using information available on the storefront. It should not create unverified claims or override product disclosures.
- Material questions may be routed to Material Disclosures.
- Fit questions may be routed to Size & Fit.
- Care questions may be routed to the Care Guide.
Policy Help
Support can help customers locate shipping, returns, privacy, accessibility, and California notice information. Policy help should be consistent with the published policy pages and applicable law.
- Return questions should include proof of purchase when available.
- Shipping questions should include the destination ZIP code.
- Privacy requests should use the privacy workflow when enabled.
Response Scope
Care guidance can help with product information, materials, sizing, return eligibility, checkout questions, and policy interpretation. It cannot override legal requirements, payment provider decisions, carrier records, or published policy terms.
- Order questions should include order details when available.
- Payment issues may require review by the payment provider.
- Support timing depends on request volume and the complexity of the question.