Support Policies
Support policies,
designed for clarity.
This page outlines how customer support requests are handled, what information is required, and the boundaries that help ensure secure and consistent service.
Verified assistance
Support is provided based on verified order or account details to ensure accuracy and protect customer privacy.
Clear scope
Requests are handled according to defined policies for shipping, returns, warranty, and payment confirmation.
Consistent handling
We follow consistent internal steps to resolve inquiries efficiently while keeping communication clear and factual.
Information required for support
To help us assist you efficiently, please include:
- Order number (if applicable)
- Email address used at checkout
- A clear description of the issue
- Relevant photos or screenshots
Response timing
We aim to respond as soon as possible during standard business hours. Response time may vary depending on request volume and the complexity of the issue.
Note: Please avoid sending duplicate requests across multiple channels, as this may delay resolution.
What we can help with
- Order status and delivery questions
- Return and exchange requests
- Warranty inquiries based on product conditions
- Payment confirmation and billing guidance
- Account access and order history support
What we may not provide
- Changes to confirmed orders after processing begins
- Replacement for lost or unsecured codes/items
- Assistance without verifiable purchase information
- Support for issues caused by misuse