Customer Service Policy

Thank you for choosing our sustainable hydration brand. We are dedicated to providing friendly, professional, and efficient customer support to ensure a positive shopping experience—whether you have questions about our insulated bottles, need help with orders, or seek guidance on product care. This Customer Service Policy outlines our service standards, support channels, and how we address your needs. By using our website and services, you acknowledge and agree to the terms below.

1. Service Mission

Our customer service team is committed to:
  • Responding to your inquiries promptly and accurately, with a focus on resolving issues on the first contact.
  • Providing transparent information about our sustainable hydration products—including insulation performance, stainless steel materials, care instructions, orders, shipping, and returns.
  • Treating all customers with respect, courtesy, and professionalism, regardless of the nature of the inquiry.
  • Upholding our brand values of sustainability and quality in every interaction, ensuring you feel confident in your purchase.

2. Service Channels

You can reach our customer support team through the following official channels:
  • Email
  • Online contact form (accessible via the "Contact Us" page on our website)
  • Phone
We do not provide customer service through social media platforms or unlisted third-party channels. For the security of your personal and order information, please use only the official channels listed above to communicate with us.

3. Service Hours & Response Time

  • Our customer service team operates during standard business hours (Monday to Friday, excluding public holidays).
  • We aim to respond to all general inquiries (e.g., product details, size questions, policy clarifications) within 24-48 business hours of receipt.
  • For urgent matters—including defective/damaged products, incorrect orders, or shipping delays—we prioritize processing and strive to provide a preliminary response within 12 business hours.
  • Response times may be extended during peak shopping periods (e.g., seasonal sales, new product launches) due to high inquiry volume. We appreciate your patience and process all requests in the order they are received.

4. Scope of Service

Our customer service team is available to assist you with the following matters:
  • Product-related inquiries: Information about bottle insulation, stainless steel material safety, BPA-free features, size options, color availability, care instructions (e.g., cleaning, maintenance), and sustainability details.
  • Order assistance: Checking order status, modifying unshipped orders, updating delivery addresses (where permitted), and tracking shipments.
  • Shipping-related questions: Clarifications on processing times, delivery estimates, tracking issues, failed deliveries, and our free shipping policy.
  • Return and refund support: Guiding you through the return process, verifying return eligibility for insulated bottles/accessories, and updating refund status.
  • Account management: Helping with account registration, login issues, password resets, saving product preferences, and updating personal information.
  • Complaints and feedback: Addressing concerns about product quality, performance, service, or shopping experience, and providing solutions or follow-ups.
  • Technical support: Assisting with website navigation, checkout errors, product search filters, and other technical issues encountered while using the website.

5. Issue Resolution Process

To ensure efficient handling of your concerns, we follow this structured resolution process:
  1. Inquiry Submission: Provide clear and detailed information when contacting us—including your order number, product details (style, color), issue description, and relevant photos/videos (e.g., for defective bottles)—to help us understand your needs quickly.
  2. Confirmation & Review: We will acknowledge receipt of your inquiry within 24 hours and review the details provided. If additional information is needed, we will notify you promptly.
  3. Resolution Proposal: Based on our policies (Shipping Policy, Refund Policy, etc.) and the nature of your issue, we will provide a specific solution (e.g., replacement, refund, product care guidance) within the stated response time.
  4. Follow-Up: After providing a solution, we will follow up to confirm that your issue has been resolved to your satisfaction. If you are not happy with the initial outcome, we will re-evaluate the matter and offer alternative options where possible.

6. Feedback & Continuous Improvement

We value your feedback as it helps us improve our products and services—especially in advancing our sustainable hydration mission. You may share suggestions, comments, or complaints through our official customer service channels. We regularly review customer feedback to:
  • Optimize our website functionality (e.g., product descriptions, search filters).
  • Enhance our product line (e.g., improving insulation, expanding bottle sizes).
  • Improve our service standards and response times.

7. Limitations

  • We are not responsible for resolving issues arising from improper use of products, failure to follow care instructions, or misuse of your account (e.g., sharing login credentials).
  • We cannot guarantee resolution of issues caused by factors beyond our control, including third-party payment processor errors, logistics carrier delays, or force majeure events.
  • For product performance concerns, we recommend reviewing our product details and care instructions before purchase. We adhere to our Refund Policy for returns of unused, undamaged items.

8. Contact Us

For any questions, concerns, or assistance—whether about bottle insulation, sustainability, orders, or returns—please reach out to our customer service team through the official channels listed in Section 2. We are committed to addressing your needs and ensuring a smooth, enjoyable shopping experience.