Customer Service Policy

1. Introduction

At Simplemodernna, we are dedicated to providing you with an exceptional shopping experience when purchasing our water bottles, bags, and water bottle accessories. Our Customer Service Policy is designed to ensure that your needs are met promptly and effectively, from the moment you start browsing our website until long after your purchase.

2. Pre – Purchase Support

2.1 Product Information

We understand that making an informed decision is important. Our website provides detailed product descriptions, high – quality images, and specifications for all our water bottles, bags, and accessories. If you have any questions about a product’s features, materials, size, or functionality, our customer service team is here to help. You can reach out to us via email at support@simplemodernna.com or through our live chat function (if available) on the website. We aim to respond to all pre – purchase inquiries within 24 hours during business days.

2.2 Order – Related Queries

If you have questions regarding the ordering process, such as how to place an order, available payment methods, or order customization options, our customer service representatives are ready to assist. We can also help you check the availability of a specific product or provide information on any ongoing promotions or discounts.

3. Order Processing and Shipping

3.1 Order Updates

Once you place an order, we will keep you informed about its progress. You will receive an order confirmation email immediately after placing your order, which includes details about your purchase. As your order is processed and shipped within 1 – 3 days, you will receive additional emails with shipping notifications and tracking numbers. This allows you to monitor the status of your package as it makes its way to you within the estimated 3 – 5 – day delivery time. If you have any concerns about the shipping process or if your order is taking longer than expected, contact our customer service, and we will investigate and provide you with an update.

3.2 Shipping – Related Issues

In case of shipping issues like a lost package, delayed delivery, or incorrect delivery address, we take full responsibility. If your package is lost in transit, we will work with the shipping carrier to locate it. If it cannot be found, we will either reship the products or issue a full refund, depending on your preference. If there is a delay in delivery, we will communicate with you about the expected new delivery time. If you need to change the delivery address after placing an order, contact us as soon as possible. We will do our best to update the address, but we cannot guarantee it if the order has already been shipped.

4. Returns, Exchanges, and Refunds

4.1 Return and Exchange Process

We offer a generous 180 – day return policy for all products. If you are not satisfied with your purchase, you can initiate a return or exchange. To start the process, contact our customer service team via email or our online contact form. We will provide you with instructions on how to proceed, including a return authorization number. The item must be in its original condition, unused, with all tags attached, and in the original packaging.

4.2 Refund Processing

Once we receive the returned item and verify that it meets the return criteria, we will process your refund within 7 business days. The refund will be credited back to your original payment method. If you have any questions about the return, exchange, or refund process, our customer service team will guide you through each step and address any concerns you may have.

5. Product Quality and Defects

5.1 Defective Product Handling

If you receive a defective water bottle, bag, or accessory, please contact our customer service immediately. We will arrange for a replacement, a repair (if applicable), or a full refund, depending on the nature of the defect. Provide us with details about the defect, along with photos if possible, to help us resolve the issue more efficiently.

5.2 Product Warranty

We stand behind the quality of our products. Each product comes with a specific warranty period, which is detailed on the product page or in the product packaging. If you have a warranty claim, our customer service team will assist you in processing it, ensuring that you get the support you need to resolve any quality – related issues.

6. Communication Channels

6.1 Multiple Contact Options

We offer multiple ways for you to contact our customer service team. You can reach us via email at support@simplemodernna.com, use the online contact form on our website, or (if available) utilize our live chat feature. Our live chat is staffed during business hours, allowing for real – time assistance.

6.2 Response Time

We strive to provide prompt responses to all customer inquiries. During business days, we aim to respond to email inquiries within 24 hours, and live chat inquiries will be answered immediately. If we are unable to resolve your issue right away, we will keep you updated on the progress and let you know when you can expect a full resolution.

7. Feedback and Suggestions

We value your feedback and suggestions. If you have any comments about our products, services, or the shopping experience on our website, please share them with us. You can send your feedback via email or through our online feedback form. Your input helps us improve our offerings and provide better service to you and other customers.

8. Policy Updates

We may update this Customer Service Policy from time to time to adapt to changes in our business, industry standards, or customer needs. Any updates will be posted on our website, and we encourage you to review the policy periodically to stay informed about our customer service practices.