Customer Service Policy
Effective Date: 09/15/2024
At Rooted by Ri, we are committed to providing exceptional customer service and ensuring that your experience with us is positive and satisfying. This Customer Service Policy outlines how we handle customer interactions, inquiries, and issues.
1. Customer Service Commitment
1.1 Our Mission
Our mission is to deliver high-quality skincare products and provide outstanding customer support. We aim to address your needs promptly and professionally, ensuring a positive experience with our brand.
1.2 Customer Support Hours
Our customer service team is available to assist you during the following hours:
Monday to Friday: 9:00 AM - 5:00 PM (MST)
Saturday : 10:00 AM - 3:00 PM (MST)
2. Contacting Us
2.1 How to Reach Us
You can contact our customer service team using the following methods:
- Email: customerassistance@rootedbyri.com
2.2 Response Times
We strive to respond to all inquiries within [24-48] business hours. During peak times or holidays, response times may be slightly longer. We appreciate your patience and will do our best to address your concerns as quickly as possible.
3. Handling Inquiries
3.1 Product Information
For questions about our products, including ingredients, usage instructions, or availability, please refer to our website or contact us directly. Our customer service team is happy to provide detailed information and assist with any product-related queries.
3.2 Order Status
To check the status of your order, please use the tracking information provided in your shipping confirmation email. If you need additional assistance or have not received your order within the expected timeframe, contact us for support.
4. Resolving Issues
4.1 Returns and Refunds
For information on returns and refunds, please refer to our [Return and Refund Policy]. If you have any issues with a return or refund request, our customer service team will assist you in resolving the matter according to our policy.
4.2 Complaints and Feedback
We value your feedback and are committed to addressing any complaints or concerns you may have. If you are dissatisfied with our products or services, please contact us and provide details of the issue. We will investigate and work towards a satisfactory resolution.
5. Order Changes and Cancellations
5.1 Order Modifications
If you need to make changes to your order, such as updating the shipping address or changing the items, please contact us as soon as possible. We can only make changes to orders before they are processed and shipped.
5.2 Order Cancellations
You may request to cancel your order before it is processed. Once an order has been shipped, it cannot be canceled. In such cases, you will need to follow our return process to return the item.
6. Privacy and Security
6.1 Personal Information
We respect your privacy and are committed to protecting your personal information. For details on how we collect, use, and protect your information, please refer to our Privacy Policy.
6.2 Data Security
We implement measures to safeguard your data and ensure secure transactions. If you have any concerns about the security of your information, please contact us for assistance.
7. Accessibility
7.1 Inclusive Service
We are committed to providing accessible customer service to all our customers. If you require assistance or have specific needs, please let us know, and we will do our best to accommodate your requirements.
8. Contact Us
For any questions, concerns, or feedback, please reach out to us at:
customerassistance@rootedbyri.com
Thank you for choosing Rooted by Ri. We look forward to serving you and ensuring your satisfaction with our products and services.