Customer Service Policy for Touchlans

Last Updated: 2025.08.25

At Touchlans (“we,” “us,” or “our”), we prioritize providing exceptional, reliable customer service to support you throughout your shopping journey—from browsing our hygiene products (hand soap refills, hand creams, disinfecting wipes, disinfecting sprays) to post-purchase assistance. This Customer Service Policy outlines the scope of our support, how to contact us, our response commitments, and how we resolve issues, ensuring you feel valued and supported at every step. By engaging with our website (www.touchlans.com, “the Site”) or purchasing our products, you acknowledge and agree to the terms of this policy, which aligns with our Terms of Purchase, Refund Policy, and Privacy Policy.

1. Scope of Customer Service Support

Our customer service team is dedicated to assisting with a wide range of inquiries and issues related to your interaction with Touchlans. We provide support for:

1.1 Pre-Purchase Inquiries

Product details: Ingredients, usage instructions, scent options, sizing, or compatibility (e.g., “Is the hand cream suitable for sensitive skin?”).
Order-related questions: Pricing, stock availability, shipping destinations, or how to use Site features (e.g., “How do I apply a promo code?”).
Account setup: Guidance on creating or accessing your Touchlans account, updating personal information, or managing communication preferences.

1.2 Order & Shipping Support

Order status: Updates on processing timelines (1–3 business days), shipping confirmation, or delivery progress (6–12 business days for all destinations).
Tracking assistance: Help locating your tracking number, interpreting tracking updates, or troubleshooting delays with shipping carriers.
Shipping issues: Addressing incorrect shipping addresses, missing packages, or damaged deliveries (as outlined in our Shipping Policy).

1.3 Post-Purchase Assistance

Returns & refunds: Guiding you through the refund request process (60-day return window), verifying return eligibility, or updating you on refund status (5–10 business days for processing).
Product concerns: Resolving issues with defective, damaged, or misdelivered products (e.g., leaking sprays, wrong scent hand cream) and coordinating replacements or refunds.
General feedback: Listening to your comments, suggestions, or complaints about our products, Site, or service—and using this input to improve.

1.4 Exclusions

We do not provide support for matters unrelated to Touchlans, including:

Third-party services (e.g., payment provider issues beyond our order processing, or shipping carrier delays unrelated to our fulfillment).
Products not purchased directly from the Touchlans Site (e.g., items bought from resellers or unauthorized retailers).
Legal or tax advice (e.g., international import duties, which are your responsibility per our Shipping Policy).

2. How to Contact Us

We offer a primary, reliable channel for customer service to ensure consistency and efficiency in addressing your needs:

2.1 Email Support (Preferred & Primary Channel)

The most effective way to reach our team is via email, as it allows us to track your inquiry and provide detailed, documented responses.

Contact Email: [email protected]
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).
Order number (if applicable—found in your order confirmation or shipping email).
Clear description of your inquiry or issue (e.g., “My order #12345 was marked delivered but not received”).
Supporting materials (if needed): Photos/videos of damaged products, screenshots of error messages, or tracking updates.

2.2 Future Support Channels (Coming Soon)

We are actively working to expand our support options to better serve you. In the near future, we plan to introduce:

Live chat support: Real-time assistance during business hours for urgent inquiries.
Phone support: A toll-free number for voice assistance (details will be posted on the Site and this policy once available).

Until these channels are launched, email remains our primary and most responsive method of support.

3. Response Time Commitments

We understand that timely assistance is critical, and we strive to respond to your inquiries as quickly as possible:

3.1 Standard Response Time

For general pre-purchase questions, order status updates, or non-urgent issues: We commit to replying within 1–2 business days (Monday–Friday, excluding weekends and U.S. public holidays).
For urgent matters: Issues like damaged deliveries, missing packages, or refund delays will be prioritized, with responses typically sent within 24 business hours of receiving your email.

3.2 Response Time Exceptions

Peak periods (e.g., holidays, sales events, or high order volumes): Response times may extend by 1 additional business day, as our team focuses on managing increased inquiries. We will notify you via the Site or email if significant delays are expected.
International inquiries: While we aim to respond within the same timeframe, occasional delays may occur due to time zone differences—we will still prioritize resolving your issue promptly.

3.3 Follow-Up Communication

If your inquiry requires additional investigation (e.g., coordinating with a shipping carrier for a lost package, or verifying product defects), we will send interim updates every 3 business days to keep you informed of progress. Once the issue is resolved, we will send a final confirmation email with details (e.g., refund initiation, reshipment tracking number).

4. Issue Resolution Process

We follow a structured, customer-centric process to resolve your concerns efficiently and fairly:

4.1 Step 1: Inquiry Receipt & Triage

When we receive your email, our team logs your inquiry in our support system and categorizes it by type (e.g., “shipping delay,” “defective product”) and urgency. This ensures your issue is assigned to the team member with the right expertise.

4.2 Step 2: Investigation & Action

For shipping or delivery issues: We will coordinate with our shipping partner (e.g., UPS, FedEx, local postal services) to trace packages, resolve address errors, or confirm damage claims. This may take 2–3 business days, and we will share updates as we receive them.
For returns & refunds: We will verify your eligibility (per our Refund Policy), issue a Return Authorization (RA) if needed, or initiate refunds to your original payment method—with confirmation sent once processed.

4.3 Step 3: Resolution & Follow-Up

Once your issue is resolved, we will send a final email confirming the outcome (e.g., “Your refund of $29.99 USD for order #12345 has been initiated—you will receive it in 5–10 business days”).
We may also follow up 3–5 business days later to ensure you are satisfied with the resolution (e.g., “Did your reshipped order arrive in good condition?”). Your feedback helps us improve our service.

4.4 Escalation Process

If you are not satisfied with the initial resolution, you may request to escalate your issue to our Customer Service Manager. To do so, reply to our original response email with:

A clear explanation of why you are unsatisfied.
Any additional details or expectations for a revised resolution.

We will review your escalation within 1 business day and provide a final decision or revised solution within 2 business days.

5. Language Support

To serve our global customer base, our customer service team provides support in English (the primary language of our Site and communications). If you prefer to communicate in another language, we recommend including a translation of your inquiry in English to ensure accuracy—our team will respond in English, but we can clarify terms or instructions if needed. We plan to expand our language support (e.g., Spanish, French) in the future, with updates posted to this policy.

6. Privacy & Data Protection

When you contact our customer service team, you may share personal information (e.g., name, email address, order details). We handle this information in strict compliance with our Privacy Policy:

We only use your personal information to resolve your inquiry and improve our service—we never sell or share it with third parties for marketing purposes.
All communication with our team (emails, future chat/phone records) is stored securely and accessed only by authorized Touchlans staff.
If you request to delete your support records, contact us at [email protected], and we will remove them in accordance with applicable data protection laws.

7. Changes to This Customer Service Policy

We may update this Customer Service Policy to reflect improvements to our support channels, response times, or service scope. When changes are made:

We will update the “Last Updated” date at the top of this page.
The revised policy will take effect immediately upon being posted on the Site.
Your continued use of the Site, purchasing our products, or contacting our customer service team after the update constitutes your acceptance of the revised terms.

We encourage you to review this policy periodically to stay informed about how we support you.

8. Final Commitment

At Touchlans, we believe great customer service is the foundation of a trusted relationship. Our team is trained to be respectful, empathetic, and solution-oriented—we will always listen to your needs and work tirelessly to ensure a positive experience. If you have any questions about this policy or need assistance, please reach out to us at [email protected].

Thank you for choosing Touchlans—we are grateful for the opportunity to serve you.