Customer Service Policy

1. Service Mission

2. Service Channels & Availability

• Email Support: Our primary support channel is support@touchlandmall.com. This allows you to share details like order numbers, product photos (e.g., a leaky mist bottle), or travel timelines to help us tailor solutions. We monitor emails 7 days a week to avoid missing urgent requests.
• Website Contact Form: For quick inquiries (e.g., "Is this mist TSA-approved?"), use the "Contact Us" form on touchlandmall.com. Submissions are routed directly to our team and handled with the same priority as emails.
• Service Hours: Our team processes inquiries between 9:00 AM – 6:00 PM UTC, Monday to Sunday. Inquiries sent outside these hours are addressed first thing the next business day—we prioritize travel-related urgent requests (e.g., orders needed for upcoming trips) for faster follow-up.

3. Scope of Services

• Pre-Purchase Guidance: Details on product specs (e.g., bottle size for carry-on compliance, spill-proof design), scent profiles, ingredients, and recommendations (e.g., long-lasting fragrances for travel days). We also clarify TSA guidelines for our Hand Mists to avoid travel disruptions.
• Order & Shipping Support: Tracking order status (critical for travel planning), updating unshipped order details (e.g., changing to a hotel address), resolving duplicate orders, and following up on delays (our standard: 1-3 days processing + 6-12 days delivery). We flag orders for upcoming trips to prioritize processing when possible.
• Product Issue Resolution: Addressing defective items (e.g., malfunctioning spray nozzles, leaky bottles), quality concerns, or incorrect shipments (e.g., wrong scent). For travel emergencies, we offer expedited replacements or refunds to ensure you’re prepared.
• Returns & Refunds Assistance: Walking you through our 60-day return process, helping initiate return requests, tracking returned packages, and explaining refund timelines (5-10 days after approval). We also clarify return logistics for international travelers.
• Account & Payment Help: Assisting with account creation, password resets, payment processing errors, and pricing clarifications (all transactions in USD). We resolve billing discrepancies quickly to avoid impacting your travel budget.
• Feedback & Suggestions: Collecting your input on products (e.g., "I want a smaller mist for my purse") or services, addressing complaints, and sharing insights with our team to improve travel-friendly offerings.

4. Response & Resolution Timelines

• Initial Response: Standard inquiries get a reply within 2 business days. Urgent requests (e.g., order not shipped 5 days before travel, damaged product received pre-trip) are prioritized and responded to within 1 business day.
• Issue Resolution: Straightforward questions (e.g., scent details, tracking updates) are resolved in 1-3 business days. Complex issues (e.g., defective product inspections, refund delays) take 3-5 business days, with regular email updates to keep you informed.
• Returns & Refunds Follow-Up: We confirm receipt of returned items within 3 business days of delivery to our warehouse. Refunds are processed within 5-10 days of approval, and we send a confirmation email to help you track funds for travel planning.

5. Guidelines for Effective Support

• Your full name and email linked to your order/account.
• Your 8-digit order number (found in your confirmation email).
• A clear description of your request (e.g., "Order #12345678 is for my trip on 10/15—can you confirm it ships by 10/8?").
• Relevant attachments (e.g., photos of a leaky bottle, hotel address for delivery, error messages) if applicable.

6. Complaint Escalation Process

1. Reply to your initial support email, request escalation, and include your order number and original inquiry details.
2. A customer service supervisor will review your case within 1 business day and contact you directly with a revised solution.
3. Escalated issues are resolved within 3 business days, with a follow-up to ensure your satisfaction—especially critical for travel-related concerns.

7. Service Commitments

• Treat every customer with respect and empathy, whether you’re asking a simple question or resolving a complex issue.
• Be transparent: We communicate timelines, limitations, and next steps clearly—no vague promises, especially when travel is on the line.
• Prioritize travel needs: We flag and fast-track inquiries from customers with upcoming trips to avoid last-minute disruptions.
• Honor our policies: We uphold all commitments in our shipping, refund, and privacy policies for consistent, reliable service.

8. Contact Us

• Email: support@touchlandmall.com
• Website: touchlandmall.com (use the "Contact Us" form)